Avaya Engagement Assistant Snap-in Reference

Avaya Engagement Assistant Snap-in Reference Release 3.0 Service Pack 1 Issue 2 June 2015

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Contents Chapter 1: Avaya Engagement Assistant description... 6 Intended audience... 6 Engagement Assistant overview... 6 Architecture... 7 Use case... 8 Chapter 2: Interoperability... 10 Product interoperability... 10 Prerequisites... 10 Chapter 3: Licensing... 11 Snap-in licensing... 11 Chapter 4: Deployment... 12 Engagement Assistant deployment checklist... 12 Installing the license file... 13 Loading the snap-in... 14 Configuring the ExchangeConnector Snap-in attributes... 15 Installing the snap-in... 15 Database connections... 17 Configuring the EA_WebUI snap-in attributes... 17 Configuring the EA_Speech snap-in... 18 Configuring Avaya Aura Media Server for use with Engagement Assistant... 19 Configuring the Engagement Assistant pilot number... 20 Accessing the Engagement Assistantweb interface... 21 Installing the Engagement Assistant Desktop Client for Mac... 22 Installing the Engagement Assistant Desktop Client for Windows... 28 Chapter 5: Seamless Transfer... 34 Using Seamless Transfer... 34 Logging in to the Engagement Assistant Desktop Client... 34 Configure the Engagement Assistant Desktop Client settings... 36 Plantronics headset for Seamless Transfer... 39 Seamless Transfer call transfer scenarios... 41 Chapter 6: Performance... 43 Capacities and scalability... 43 Capacity and scalability specification... 43 Chapter 7: Security... 45 Engagement Assistant security summary... 45 Chapter 8: Troubleshooting... 46 Engagement Assistant alarms... 46 EA_ConferenceAssistant_BRERR01... 47 EA_ConferenceAssistant_AMSERR01... 47 4 Avaya Engagement Assistant Snap-in Reference June 2015

Contents EA_WebUI_DBERR01... 48 EA_WebUI_LDAPERR01... 48 ExchangeConnector_ECC01... 49 Conference Assistant troubleshooting... 49 Conference Assistant cannot retrieve the meetings... 51 Conference Assistant does not call out your name... 51 Cannot access Engagement Assistant message or hearing silence... 52 Unable to load a snap-in due to large file size... 52 Handle or password is incorrect... 52 Insufficient space error when you update a snap-in... 53 You hear silence when you call Engagement Assistant... 53 Error while accessing a user s calendar... 54 Web interface does not display user name... 54 Troubleshooting Seamless Transfer... 54 No pop-up displayed to transfer a Scopia call from the mobile client to desktop client... 55 Plantronics headset does not receive proximity events... 56 Plantronics SDK installation fails... 57 Desktop Client does not recognize the participant name... 58 Transfer to Scopia desktop client fails... 60 Unable to receive emails during transfer to mobile client... 60 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Mac... 61 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Windows... 62 Viewing the Engagement Assistant Desktop Client log files... 64 Chapter 9: Maintenance... 65 Backup and restore... 65 Taking a backup of the database... 65 Restoring the database... 65 Chapter 10: Additional resources... 66 Documentation... 66 Support... 66 June 2015 Avaya Engagement Assistant Snap-in Reference 5

Chapter 1: Avaya Engagement Assistant description Intended audience This document is intended for people who need to install, configure, and use Avaya Engagement Assistant. Engagement Assistant is a snap-in application that runs on Engagement Development Platform. Engagement Assistant includes the following key, optional features: Conference Assistant Seamless Transfer This document contains specific information about the Engagement Assistant snap-in. For an overview of Avaya Engagement Development Platform, see the Avaya Engagement Development Platform Overview and Specification. For general information about Engagement Development Platform snap-in deployment, see Quick Start to Deploying Avaya Engagement Development Platform Snap-ins. Engagement Assistant overview Avaya Engagement Assistant is an Avaya Engagement Development Platform snap-in that provides an automated interface to the Microsoft Outlook Calendar. Engagement Assistant enables users to dial a single number to automatically connect to all scheduled conference calls. Engagement Assistant has the following features: Calendar access: Engagement Assistant includes read-only access to Outlook Exchange. Engagement Assistant scans a user calendar to extract meeting schedules. The snap-in joins users to audio and video conferences by using the information available in meeting invites, including passwords or PIN numbers. Conference Assistant: With the Conference Assistant, users can join the scheduled meetings from their desk phones, other associated phones, or their mobile phones. A user must dial the Engagement Assistant pilot number to connect to scheduled meetings. Conference Assistant announces the meeting subjects and prompts the user for a choice. A user has an option to join a conference as a moderator or as a participant. When multiple meeting conflicts occur, Engagement Assistant presents each of the meeting options to the user by using Text-to- Speech (TTS). The user can then join any meeting by verbally responding with a specific 6 Avaya Engagement Assistant Snap-in Reference June 2015

Architecture option. Engagement Assistant interprets the response by Automated Speech Recognition (ASR). Automatic provisioning: Engagement Assistant looks up the calling number in LDAP and automatically adds the caller as a user in the system. Automatic provisioning provides prompts and menus to provision user features through telephony user interface. Ease of joining meetings: For conferences that require a participant code, Engagement Assistant automatically enters the code. This feature is useful when a caller wants to join a meeting during commute. Web interface: Use the Engagement Assistant web interface to configure user settings, personal bridge settings, set expert and novice modes. Use the admin interface to administer phones and bridges, add auto email greetings with instructions, invite users, perform a database backup and restore. User management: The two types of Engagement Assistant users are: users and administrators. As a user, you can configure your phone settings and bridge settings. As an administrator, you can manage users and add phones and bridges to the Engagement Assistant database. Use the Engagement Assistant web user interface to manage phones and bridges. Seamless Transfer Seamless Transfer is an optional Engagement Assistant snap-in. Use Seamless Transfer to transfer Scopia conferences between desktop and mobile clients seamlessly. Auto transfer between the mobile and desktop clients is based on the proximity of a user to the desktop. If the user is near the desktop, the snap-in transfers the Scopia call from the mobile client to the desktop client. If the user walks away from the desktop, the snap-in sends the Scopia URL to the user s mobile through email and SMS. The user must click the link to resume the Scopia call. The Seamless Transfer snap-in is licensed and is available for Windows and Mac. As a user, you must have a Plantronics Voyager Legend UC headset to use this snap-in. Deployment On-premises deployment: Engagement Assistant is installed on Engagement Development Platform 3.0.3 or later. Engagement Assistant snap-ins are installed on the General Purpose cluster. The EA_Speech snap-in alone is installed on the Engagement Assistant Speech cluster. Architecture Engagement Assistant consists of the following snap-ins that run on Engagement Development Platform: ExchangeConnector: Connects to the Microsoft Exchange server through Exchange Web Services. The snap-in verifies the login credentials to log in to the web interface and the Desktop Client. This snap-in identifies possible meetings from the calendar that involve the conference bridges recognized by the system. June 2015 Avaya Engagement Assistant Snap-in Reference 7

Avaya Engagement Assistant description EA_WebUI: Provides the Engagement Assistant web interface that users use to log in to the interface. Using the web interface, users can configure user settings, and administrators can configure phones and bridges to the database. EA_Speech: Installs and configures the ASR and TTS software. You must install the Speech snap-in on the EngagementAssistantSpeech cluster. EA_ConferenceAssistant: Provides the Conference Assistant interface for users to dial into the scheduled meetings. The snap-in enables users to dial a pilot number that reads the calling party number (ANI). The snap-in queries Exchange and announces the conferences that are scheduled for a user. Note: EA_Conference Assistant is a licensed snap-in. Seamless Transfer Seamless Transfer is an optional snap-in in Engagement Assistant. The following are the modules in Seamless Transfer: EA_Seamless Transfer: Listens for desktop events and publishes the Seamless Transfer events. This snap-in contacts the exchange server to fetch the Scopia meetings scheduled for a user. This snap-in also connects to the Scopia connector to fetch the participant details and to drop a participant from a call. The snap-in sends a request to the email connector and to the SMS connector to send an email or an SMS with the meeting URL. EA_Desktop client: Launches the Scopia client on the desktop. This module subscribes to listen to the Plantronics headset events. This module also publishes events to the desktop connector. When you install the desktop client, you must configure details such as Scopia participant names, email address, mobile number and password. Thus, when you login later or change your credentials, the desktop client sends authentication requests to the desktop connector. EA_Desktop connector: Connects the Desktop Client to the platform. This module authenticates a user and generates a client token by using the Engagement Assistant calendar connector API. The desktop connector also publishes desktop events and subscribes to listen to Seamless Transfer events. Exchange connector: Authenticates a user and also queries the Exchange server. Email connector: Sends the Scopia meeting URL to a user by email when a call is transferred to a Scopia mobile client. SMS connector: Sends the Scopia meeting URL to a user by SMS when a call is transferred to a Scopia mobile client. Scopia connector: Contacts the Scopia management system to fetch participant details and to drop a participant from a call. Use case Engagement Assistant is ideal for sales and traveling executives. Premises-based employees can join meetings during the commute by using Engagement Assistant. As a user, you can join a 8 Avaya Engagement Assistant Snap-in Reference June 2015

Use case meeting or a conference without the need to enter the meeting ID or participant code. With this snap-in, you must only dial the pilot number and respond with a few voice commands to connect to meetings. Some specific scenarios where this snap-in is useful: When you are on the road and do not have all the meeting details, you need dial only the Engagement Assistant pilot number. Based on the user ANI, Engagement Assistant automatically enters the meeting code, the participant code, and the moderator ID. When you are driving, you need not stop to look into the calendar to connect to the meetings. When you are in a conference room, you can speed dial to connect to Engagement Assistant. When you have a busy schedule, you do not have to look up meeting details and manually enter the details for every meeting. Seamless Transfer is ideal for business users who are on the move. Users can transfer Scopia calls from their workstation to the mobile client and vice versa without any disruption. A user can move away or travel from the workstation without disconnecting from the call. With a single click a user can transfer the Scopia call from the Scopia desktop client to the Scopia mobile client. The Plantronic headset used in Seamless Transfer also enables hands-free communication. June 2015 Avaya Engagement Assistant Snap-in Reference 9

Chapter 2: Interoperability Product interoperability System Manager 6.3.13 Session Manager 6.3.8 or later Engagement Development Platform 3.0.4 Avaya Aura Media Server 7.6 or later Avaya Scopia Desktop and Mobile v.8.3 SP1+ Exchange Server 2007 or later LDAP or Active Directory - if self-service provisioning is required Plantronics SDK 3.0 Plantronic Voyager Legend UC headsets Prerequisites Engagement Assistant requires the following VMware version 5.x software: ESXi host vsphere client The Engagement Assistant software requirements are based on the Engagement Development Platform and System Manager requirements. For more information, see the respective product documentation. 10 Avaya Engagement Assistant Snap-in Reference June 2015

Chapter 3: Licensing Snap-in licensing Some Engagement Development Platform snap-ins are separately purchasable from Avaya. They are not included with Engagement Development Platform. Each licensed snap-in, including this one, requires its own license file. Activate and download the file from PLDS and install it on System Manager WebLM. A single license file supports the current version of the snap-in and all previous versions. For every major release of the snap-in, the snap-in requires a new license file. For this reason, different versions of the snap-in may be in different license modes. Avaya provides a 30 day grace period from the time a license error is first detected. When the error is detected, the snap-in enters license error mode and a major alarm is raised but the snap-in remains fully functional. This provides enough time to fix the error before the snap-in stops working. You can view the license mode for the snap-in on the Engagement Development Platform Service Management page. The license modes are: Normal No license error is detected. Indicated by a green check mark on the Service Management page. Error There is a license error, but the snap-in continues to operate normally. Indicated by a yellow caution icon on the Service Management page. The Service Management page also shows the date when the 30-day grace period expires. Engagement Development Platform raises a major alarm when the snap-in enters license error mode. Restricted There is a license error, and the 30 day grace period has expired. Indicated by a red cross mark on the Service Management page. The snap-in automatically uninstalls. Engagement Development Platform raises a critical alarm when the snap-in enters license restricted mode. To correct this problem, you may need to get a license file if you don t have one, or update to a license file for the new major release. June 2015 Avaya Engagement Assistant Snap-in Reference 11

Chapter 4: Deployment Engagement Assistant deployment checklist This checklist is for use during the deployment of the Engagement Assistant. No. Task Description 1 Install the Engagement Assistant license on Avaya Aura System Manager. See the topic Installing the license file on page 13. 2 Load the ExchangeConnector snap-in See the topic Loading the snap-in on page 14. 3 Load the EA_WebUI snap-in See the topic Loading the snap-in on page 14. 4 Load the EA_ConferenceAssistant snap-in See the topic Loading the snap-in on page 14. 5 Load the EA_Speech snap-in See the topic Loading the snap-in on page 14. 6 Load the EA_SeamlessTransfer snapin. See the topic Loading the snap-in on page 14. 7 Load the EA_DesktopClient snap-in. See the topic Loading the snap-in on page 14. 8 Create a cluster in Avaya Engagement Development Platform Create a General Purpose cluster for feature control. 9 Configure the ExchangeConnector snap-in attributes 10 Install the ExchangeConnector snapin 11 Configure the EA_WebUI snap-in attributes Note: For a multi-node cluster, you must enable the load balancer. Use the IP address of the load balancer. See the topic Configuring the ExchangeConnector Snap-in attributes on page 15. See the topic Installing the snap-in on page 15. See the topic Configuring the EA_WebUI Snap-in attributes on page 17. Table continues 12 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the license file No. Task Description 12 Install the EA_WebUI snap-in See the topic Installing the snap-in on page 15. 13 Configure the EA_ConferenceAssistant snap-in attributes 14 Install the EA_ConferenceAssistant snap-in 15 Configure and install the EA_Speech snap-in 16 Configure the Avaya Aura Media Servers to use the nodes in the EA_Speech cluster as members of their MRCP v1 server pools. 17 Configure the Avaya Aura System Manager Routing of pilot number to EA_ConferenceAssistant snap-in. 18 Install the EA_SeamlessTransfer snap-in. The default values are valid unless there is an external database. If you are using an external database, see the topic Database connections on page 17. See the topic Installing the snap-in on page 15. See the topic Configuring the EA_Speech snap-in on page 18. See the topic Configuring Avaya Media Server for use with Engagement Assistant on page 19. See the topic Installing the snap-in on page 15. 19 Install the EA_DesktopClient snap-in. See the topics Installing the Desktop Client for Windows on page 28 and Installing the Desktop Client for Mac on page 22. Installing the license file Download the snap-in license file from PLDS. For additional information about downloading a license file from PLDS, see. Procedure 1. On System Manager navigate to Home > Services > Licenses. 2. Select Install License. 3. Browse to the location of the snap-in license. 4. Select the license file and click Install. The system installs the license file. In the left navigation pane, the system displays the snap-in under Licensed Products. June 2015 Avaya Engagement Assistant Snap-in Reference 13

Deployment Loading the snap-in This task describes how to load a snap-in to System Manager from your development environment or alternate location. You can skip this step when installing a pre-loaded snap-in. Pre-loaded snapins are provided without additional charge with the Engagement Development Platform Element Manager. Procedure 1. On the System Manager web console, click Elements > Engagement Development Platform. 2. In the left navigation pane, click Service Management. 3. Select the snap-in that you want to load, and click Load. 4. On the Load Service page, click Browse and browse to your snap-in file location. 5. Click Open. Your snap-in file should end with.svar. The Service Archive (svar) file is provided by service developers. 6. On the Load Service page, click Load. For Avaya snap-ins only, you will be prompted to accept the Avaya End User License Agreement (EULA). 7. If you agree to the Avaya EULA, click Accept. Your snap-in displays on the Service Management page with a State of Loaded. If you clicked Cancel to reject the agreement, the load action stops. 14 Avaya Engagement Assistant Snap-in Reference June 2015

Configuring the ExchangeConnector Snap-in attributes Configuring the ExchangeConnector Snap-in attributes Procedure 1. Create a delegate account/mailbox on the customer s Exchange server. 2. Provision the attributes for this snap-in using the information below. Exchange server URL Exchange system s EWS URL: (eg. https:// mycompany.com/ews/exchange.asmx) Exchange active directory domain / Exchange delegate user account / Exchange delegate user password Delegate account active directory domain/username and password (eg. global/ceassistant with password) Exchange email domain Customer s email domain (eg. mycompany.com) Installing the snap-in For.svar files larger than 50 MB, schedule snap-in installation during a maintenance window. Procedure 1. On the System Manager web console, click Elements > Engagement Development Platform. 2. In the left navigation pane, click Service Management. 3. Select the snap-in that you want to install. 4. Click Install. 5. Select the cluster where you want the snap-in to reside, and click Commit. June 2015 Avaya Engagement Assistant Snap-in Reference 15

Deployment 6. To see the status of the snap-in installation, click the Refresh Table icon located in the upper-left corner of the All Services list. Installed with a green check mark indicates that the snap-in has completed installation on all the Engagement Development Platform servers in the cluster. Installing with a yellow exclamation mark enclosed in a triangle indicates that the snap-in has not completed installation on all the servers. 7. Designate the Preferred Version. If you want to designate this newly installed snap-in as the Preferred Version, complete the following steps. Engagement Development Platform uses the Preferred Version of a snap-in even if you install a later version of the same snap-in. a. From the All Services list, select the version of the snap-in that you installed. b. Click Set Preferred Version. c. Select the clusters for which you want this to be the preferred version and click Commit. It can take several minutes for System Manager to propagate the snap-in to your Engagement Development Platform servers. 8. To track the progress of a snap-in installation, on the Server Administration page, click the Service Install Status for an Engagement Development Platform server. The system displays the Service Status page with the installation status of all the snap-ins installed on that server. 16 Avaya Engagement Assistant Snap-in Reference June 2015

Database connections Database connections Engagement Assistant works with or without an external database connection. Use this information to determine the use of database connections. Both the System Manager and LDAP databases can be consulted in that order. If the "Search users from System Manager database" value is false (the default), it is NOT consulted. If there is no LDAP URL specified then the LDAP is not consulted. When a new call arrives, the calling party number will always first try to find a match in the local database (not System Manager, nor LDAP, but the local Engagement Assistant database). If found, then that user's email address will be used for all subsequent Engagement Assistant actions (e.g. looking up calendar entries). The System Manager and LDAP databases above are consulted for three different reasons: If an administrator is "directly adding" the user, then they specify the email address and we look up the initial telephone numbers and user's full name in one or both of two databases (email to telephone number mapping) and associate them with that user in the local database. If there is no external database to consult (System Manager and/or LDAP), then the administrator can specify the users email address manually, as well as the full name and calling telephone numbers to match. If an administrator is "inviting" the user, then there will be no phone number associated with the user in the local database. The calling party number will not match an entry in the local Engagement Assistant database. Engagement Assistant will attempt to find the user in the System Manager and LDAP databases and get their email address (which will be the same as the login field in System Manager or the email field in LDAP). Their email address will be used to find the user in the local EA database and then all numbers found in the System Manager or LDAP database will be saved in the local Engagement Assistant database and matched for subsequent calls in. If there is no external database to consult, then "inviting" users does not make sense. Use the "direct add" form instead. If the "Allow new users to enroll?" is true, then after the number is mapped to an email address and no user is found in the local Engagement Assistant database with that email address, the user is added automatically with the numbers found in either the System Manager or LDAP databases. If there is no external database to consult, then "allowing users to enroll" does not make sense. Use the "direct add" form instead. Configuring the EA_WebUI snap-in attributes See the topic Database Connections and decide which database connection or connections should be used, and how users are to be provisioned. Note: Every time you add a server to the cluster, you must reinstall the EA_WebUI snap-in. Important: June 2015 Avaya Engagement Assistant Snap-in Reference 17

Deployment For a multi-node cluster with an internal database, when you install the snap-in for the first time, use the management IP address of the primary load balancer in the database URL. Procedure 1. Identify the email accounts of the customer administrators. The delegate account may be one of these users by default. 2. Select True or False on Search users from SMGR database field. 3. Enter the information for the email to telephone number mapping types. If LDAP is chosen, the LDAP server, user, and password, and the LDAP query mapping criteria must also be provisioned. 4. Provision the users. Open, self provisioned users simply call the pilot number and if their calling number is found in LDAP or Avaya Aura System Manager, they are automatically added. OR Closed, admin provisioned users email addresses are added to the database by an administrator Configuring the EA_Speech snap-in Because this.svar file is larger than 50 MB, schedule this snap-in installation during a maintenance window. Create Engagement Development Platform instances and SIP entity links. Procedure 1. Create a cluster using Engagement Assistant Speech cluster profile. 2. Assign servers to the cluster. 3. Assign an EA_Speech snap-in to the cluster. 4. Click Commit on the cluster. Note: Click Ok on the pop-up. This information is not relevant to the EA_Speech snap-in. 5. In cluster administration, put the cluster and the servers into Accept New Service status. 6. To see the status of the snap-in installation, click the Refresh Table icon located in the upper-left corner of the All Services list. Note: Due to the size of the EA_Speech snap-in, it will take longer than other snap-ins to install. (Approximately 10 minutes) 18 Avaya Engagement Assistant Snap-in Reference June 2015

Configuring Avaya Aura Media Server for use with Engagement Assistant Installed with a green check mark indicates that the snap-in has completed installation on all Engagement Development Platform servers in the cluster. Installing with a yellow exclamation mark enclosed in a triangle indicates that the snap-in has not completed installation on all servers. 7. It can take several minutes for System Manager to propagate the snap-in to your Engagement Development Platform servers. To track the progress of a snap-in installation: a. Click Server Administration. b. Click the Name of any Engagement Development Platform server in the cluster on which you installed the snap-in. c. Click the Name of the snap-in that you installed. You can see the Service Install Status of the snap-in on each Engagement Development Platform server. Configuring Avaya Aura Media Server for use with Engagement Assistant Configure the Avaya Aura Media Server to use the EA_Speech cluster as its MRCP v1 server. Procedure 1. Log in to the Avaya Aura Media Server element manager. June 2015 Avaya Engagement Assistant Snap-in Reference 19

Deployment 2. Go to Home > System Configuration > Signaling Protocols > MRCP > Servers > and click Add MRCP Server. 3. Enter the server name and description. 4. Change server address to the IP address of the server where the EA_Speech snap-in is loaded. 5. Ensure that the MRCP version is set to v1. 6. Click Add to add a server resource. 7. Add a Speech Synthesizer type. 8. Set the maximum sessions field to 100. 9. Select a language from the languages dropdown. 10. Click Add. 11. Click Continue 12. Repeat steps 6 11 with a Speech Recognizer type. 13. Click Save. 14. Go to Signaling Protocols > MRCP > Pools 15. Select the speech recognizer pool 16. Click Edit. 17. Select your server from the list of available servers. 18. Click Add. Your server should move to the list of servers assigned to the pool. 19. Click Save. 20. Repeat steps 15 19 for the speech synthesizer pool 21. Click Save. 22. Review the pools page to make sure your server is listed in the server names column for both pools. 23. Go to the system status monitoring protocol connections page, and make sure that the resources are available for both ASR (LVR) and TTS. It will say connected in the State column. Configuring the Engagement Assistant pilot number You must configure the Engagement Assistant pilot number to use the Conference Assistant feature. 20 Avaya Engagement Assistant Snap-in Reference June 2015

Accessing the Engagement Assistantweb interface Download the book for detailed information on each of the configuration step specified in this procedure. Procedure 1. Configure the Engagement Development Platform SIP Entities and links. For multi-node clusters you can optionally configure FQDNs and the Local Host Name Resolution. 2. From the Session Manager web interface, administer the Engagement Development Platform cluster as an application. 3. Create the application sequencing to the Engagement Development Platform cluster. 4. Add the application sequence to the Implicit User table. 5. From the Engagement Development Plaform > Configuration > Service Profiles option, create an EA_ConferenceAssistant Service Profile. 6. On the Element Manager, click Users > User Management > Manage Users > New. 7. From the Communication Profile tab, select the Engagement Development Platform profile. 8. From the Service Profile field, choose the EA_ConferenceAssistant Service Profile that you created. 9. Click Commit. 10. Ensure that the SIP Handle matches the Implicit User pattern that you configured. Note: You need not choose any other Communication Profile for this user from the User Management page. Accessing the Engagement Assistantweb interface Procedure To access the Engagement Assistant web interface, type https://<cluster-fqdn>/ services/ea_webui in your browser. Here, <cluster-fqdn> is the FQDN of the General Purpose cluster where you have installed the EA_WebUI snap-in. For a single node cluster, use the IP address of the Engagement Development Platform server. For a multi-node cluster, you must enable the load balancer. Use the IP address of the load balancer. June 2015 Avaya Engagement Assistant Snap-in Reference 21

Deployment Installing the Engagement Assistant Desktop Client for Mac Procedure 1. Login to the Engagement Assistant web interface. 2. Click Downloads. 3. Download the install files for Mac to your local computer. 4. Browse to your downloaded file and run the.pkg file. The install wizard displays the Introduction page. 5. Click Continue to continue with the installation. 22 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Mac 6. On the Software License Agreement page, click Continue after you read the License terms. June 2015 Avaya Engagement Assistant Snap-in Reference 23

Deployment 7. The wizard displays a dialog box. Click Agree to continue with the installation. 24 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Mac 8. On the Destination Select page, select the destination where you want to install the Engagement Assistant Desktop Client. 9. Click Continue. June 2015 Avaya Engagement Assistant Snap-in Reference 25

Deployment 10. On the Installation Type page, click Install. 26 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Mac 11. On the Installation page, enter your user name and password to allow the installation. 12. Click Install Software. The system displays the message The installation was successful after the installation is complete. June 2015 Avaya Engagement Assistant Snap-in Reference 27

Deployment Note: If you face issues while running the Desktop Client installer, select Ctrl and right-click the installer. Click Open. Log in to the desktop client. For more information, see Logging in to the desktop client on page 34. Installing the Engagement Assistant Desktop Client for Windows Procedure 1. Log in to the Engagement Assistant web interface. 2. Click Downloads. 3. Download the Engagement Assistant Desktop Client installer for Windows. 4. Browse to the install file in your local computer, and run the.msi file. The Engagement Assistant Desktop Client installer wizard displays the Welcome page. 28 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Windows 5. Click Next. The Engagement Assistant Desktop Client installer wizard displays the End-User License Agreement page. June 2015 Avaya Engagement Assistant Snap-in Reference 29

Deployment 6. Select I accept the terms in the License Agreement, and click Next. 30 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Windows 7. Select the installation target and location in your computer, and click Next. June 2015 Avaya Engagement Assistant Snap-in Reference 31

Deployment 8. Click Install to begin the installation. 9. Select the Install PlantronicsSpokesHub check box to install the Plantronics Hub software. Note: If you have already installed the Plantronics Spokes SDK, do not select the Install PlantronicsSpokesHub check box. 32 Avaya Engagement Assistant Snap-in Reference June 2015

Installing the Engagement Assistant Desktop Client for Windows 10. Click Finish. If the installation is successful, the Engagement Assistant Desktop Client application and the Plantronics Hub software is available at Start > All Programs. Click the Engagement Assistant Desktop Client option or the Plantronics Hub option to open the respective application. Log in to the Engagement Assistant Desktop Client. For more information, see Logging in to the desktop client on page 34. June 2015 Avaya Engagement Assistant Snap-in Reference 33

Chapter 5: Seamless Transfer Using Seamless Transfer Logging in to the Engagement Assistant Desktop Client Install the Engagement Assistant Desktop Client. Procedure 1. Open the Engagement Assistant Desktop Client application. 2. In the Login tab, enter your email address with the domain, password, and the Asset IP of the Engagement Development Platform server on which your snap-in is installed. Tip: The IP address in the Login window denotes the Asset IP. This IP address is the same as the IP used in the Engagement Assistant web interface. 3. Click Login. The system displays the Desktop Client home window with the Settings and Troubleshoot tabs. 34 Avaya Engagement Assistant Snap-in Reference June 2015

Using Seamless Transfer Note: If you have installed the Engagement Assistant Desktop Client for Mac, click the Avaya icon on the status bar. The system displays Login as an option. Click Login to sign in. June 2015 Avaya Engagement Assistant Snap-in Reference 35

Seamless Transfer Configure the Engagement Assistant Desktop Client settings Use the Desktop Client Settings tab to configure the Scopia participant names and the mobile number. You can also use the Settings tab to edit the participant details. Tip: If you have already configured the Scopia room details through the Engagement Assistant web interface, the settings are auto populated in this tab when you login to the Desktop Client. Avaya recommends that you configure the Desktop Client settings by using the Engagement Assistant web interface. Use the Settings > Basic tab to configure the Desktop Client settings including the Scopia Participant Names. If you configure the settings by using the Desktop Client, the values are automatically updated in the web interface. 36 Avaya Engagement Assistant Snap-in Reference June 2015

Using Seamless Transfer Important: Before you use the Seamless Transfer feature, ensure that you: Add your Scopia bridge by using the web interface. Use the Admin > Bridges option to add the Scopia bridge. Configure the Scopia connector. Related Links Engagement Assistant Desktop Client settings on page 37 User settings field descriptions on page 38 Engagement Assistant Desktop Client settings Name Mobile Number Scopia Participant Names Start at User Login Engagement Assistant Web UI Button Transfer To Mobile Description The registered mobile number for the participant. This is the same mobile number configured for the participant in the web interface, in the Settings > Phone tab. If more than one mobile number is configured in the web interface, the application picks up the first number of the type Mobile. Note: Provide the country code when you enter the mobile number. However, the plus symbol (+) is optional. The different names that a user likely uses to join Scopia meetings over the desktop client, mobile client, ipad, or any other device. Note: When a participant logs in to the Scopia desktop client or mobile client, the participant must join the meeting by using one of the participant names configured in this field. The option to open this application automatically when you open the system. Select this check box to open the application automatically. The link to the Engagement Assistant web interface. Click this link to go to Engagement Assistant. Description Click this button to manually transfer your Scopia call from your desktop client to your mobile client. Table continues June 2015 Avaya Engagement Assistant Snap-in Reference 37

Seamless Transfer Button Transfer To Desktop Submit Logout Description Click this button to manually transfer your Scopia call from your mobile client to the desktop client. Saves the participant settings you enter or edit. The Scopia Participant Names and the Mobile Number you add or update here is automatically updated in the Engagement Assistant web interface. Logs the user out of Desktop Client. Note: Related Links Configure the Engagement Assistant Desktop Client settings on page 36 User settings field descriptions Basic Tab For the Windows Desktop Client, hover your mouse over your user name to see the Logout option. Name Name Spoken Name Scopia Participant Names Description The full name of the user as seen by the administrator. The spoken name of the user that Engagement Assistant uses for a call. The different names that a user likely uses to join Scopia meetings over the desktop client, mobile client, ipad, or any other device. Note: Expert User check box Prompt for how to join Scopia meeting checkbox When a participant logs in to the Scopia desktop client or mobile client, the participant must join the meeting by using one of the participant names configured in this field. Specifies whether the user is an expert user. If you select this check box, Engagement Assistant provides abbreviated prompts, automatic joining of conference in case of a single conference. Select this checkbox if you want to join a Scopia meeting without configuring a Scopia room. If you select this checkbox and attempt to join a Scopia meeting, Engagement Assistant provides options to join the meeting. Options include desktop client, mobile client or audio only. Table continues 38 Avaya Engagement Assistant Snap-in Reference June 2015

Using Seamless Transfer Name Description This field is not applicable to the Seamless Transfer feature. Phones Tab Name Number Type Save button Delete button Cancel button Description The calling number associated with the user. The phone number type. The possible values for this field are: Work, Mobile, and Home. Saves the edits for the user phone details. Deletes the phone number you selected for the user. Cancels your updates to the user phone details. Bridges Tab Name Host Code Participant Code Done button Delete button Description The host code for the user conference bridge. The participant for the user conference bridge. Updates the user bridge section. Deletes the conference bridge for the user. Click this icon to delete the saved host code and participant code for the conference bridge. Scopia Rooms Name Number Scopia Bridge Button Save Description The Scopia room number to connect to the Scopia room. This is the system number for the Scopia room. The Scopia bridge that the administrator has configured in Admin > Bridges. Description Saves all the edits for the user settings. Related Links Configure the Engagement Assistant Desktop Client settings on page 36 Plantronics headset for Seamless Transfer Engagement Assistant Seamless Transfer supports the Plantronics Voyager Legend UC Bluetooth headset. June 2015 Avaya Engagement Assistant Snap-in Reference 39

Seamless Transfer Connect the USB Bluetooth adapter to your computer, and ensure that your headset is paired with your computer. By default, the headset is paired to your computer. If you have issues pairing your headset to your device, see Verifying the desktop client Bluetooth pairing for Mac on page 61 or Verifying the desktop client Bluetooth pairing for Windows on page 62. Important: Ensure that only the Plantronics Hub software is installed. If you have any other Plantronics software installed in your system, uninstall that software. For information on using the Plantronics headset, see the Voyager Legend UC Bluetooth Headset Quick Start Guide that you received with your Plantronics headset. Note: Ensure that your Plantronics headset supports proximity. To check for proximity, download the tool from http://developer.plantronics.com/community/apps/spokes-easy-demo. Related Links Connecting the Bluetooth USB adapter and the Plantronics headset on page 40 Connecting the Bluetooth USB adapter and the Plantronics headset Procedure 1. Plug in the Plantronics Bluetooth USB adapter to your device. 40 Avaya Engagement Assistant Snap-in Reference June 2015

Using Seamless Transfer The blue light in the USB adapter blinks indicating that the adapter is searching for the headset. 2. Power on and wear the headset. You hear the message Power on talk time. After a few seconds, the Bluetooth adapter connects to the Plantronics headset. The USB adapter displays a constant blue light. Note: If the USB adapter cannot connect to the Plantronics headset, the USB light is OFF. Related Links Plantronics headset for Seamless Transfer on page 39 Seamless Transfer call transfer scenarios The following table specifies the scenarios when you use the Seamless Transfer snap-in. The table specifies details on when a call is transferred from the desktop client to the mobile client or vice versa. Important: For the call transfer to be successful, the meeting must be available in the user s calendar and the user must log in to the meeting by using the Scopia mobile client or the Scopia desktop client. Transfer scenario Condition Details Scopia desktop Client to mobile client The proximity of the user, determined by the Plantronics headset, must be far from the Engagement Assistant Desktop Client. An email with the meeting URL is sent to the user. An SMS with the meeting URL is also sent to the mobile client. After the user clicks the URL, the user automatically joins the meeting through the mobile client. If the user does not click the meeting link or URL in the next two minutes, the desktop client will remain active. The user remains active through the Scopia desktop client until the user has joined the meeting through the Scopia mobile client. Only then the user from the Scopia desktop client is dropped from the meeting. This can take up to 30 seconds. Note: Use the Transfer-to-Mobile button in the Desktop Client > Settings window Table continues June 2015 Avaya Engagement Assistant Snap-in Reference 41

Seamless Transfer Transfer scenario Condition Details Scopia Mobile client to desktop client The proximity of the user is near to the desktop client. Usually when a user walks towards the desktop from outside or travel. to manually transfer the call from the desktop client to the mobile client. When the proximity of a user is near to the desktop client, the system displays a pop-up window if the meeting is active. Click Yes in the pop-up window to initiate the call transfer from the mobile client to the desktop client. Seamless Transfer launches the desktop client, and the user joins the meeting through the desktop client. The user logged in through the mobile client is dropped from the call only after the Scopia desktop client transfer is successful. This can take up to one minute. Note: Use the Transfer-to-Mobile button in the Desktop Client > Settings window to manually transfer the call from the mobile client to the desktop client. 42 Avaya Engagement Assistant Snap-in Reference June 2015

Chapter 6: Performance Capacities and scalability Capacity and scalability specification Scalability The following are the different Engagement Assistant deployments according to scale: Small scale deployment: Less than 100 ports and less than 1000 Named users Medium scale deployment: 100 to 500 ports and 1000 to 5000 Named users Large scale deployment: Greater than 500 ports and 5000 Named users Capacity Engagement Assistant supports: Up to 35000 Named users. The number of Named users is not dependent on the number of Engagement Development Platform servers in a cluster. Up to 100 bridges in the bridge database. Up to 1000 simultaneous Named users joining a conference. Engagement Assistant also supports scaling with maximum five Engagement Development Platform servers in a cluster. You can administer up to 20 clusters for a client. Engagement Assistant offers multiple cluster support for scalability. Server capacity Standard sized virtual server Function Named user capacity Engagement Development Platform feature server Avaya Aura Media Server For the following snap-ins: Conference Assistant Engagement Assistant web Exchange connector Desktop connector For announcements, digit collection, Text to Speech (TTS), and ASR interface. 8000 6600 Table continues June 2015 Avaya Engagement Assistant Snap-in Reference 43

Performance Standard sized virtual server Function Named user capacity Engagement Development Platform server for TTS and ASR For processing TTS and ASR. 5300 44 Avaya Engagement Assistant Snap-in Reference June 2015

Chapter 7: Security Engagement Assistant security summary The Engagement Assistant services utilize Engagement Development Platform to provide security configuration for access to all the services. The following is the Engagement Assistant security policy: Web user interface The web user interface is secured by certificate-based HTTPS encryption. You must configure the certificate through the Engagement Development Platform element manager. The configuration is available on the Collaboration Environment > Configuration > HTTP Security page. The user interface is authenticated using exchange login and password. The login passwords are not stored in the Engagement Assistant database. The Exchange server in turn uses Active Directory. Engagement Assistant Conference Assistant Engagement Assistant Conference Assistant uses the SIP/TLS entity link for secured signaling. The media streams between the Conference Assistant and Avaya Aura Media Server is encrypted using SRTP. Conversations cannot be monitored due to this encryption. Exchange connector The Engagement Assistant exchange connector uses HTTPS to encrypt conversations. A single calendar delegate has a read-only access to the user calendar. The password of this delegate account is encrypted for security. June 2015 Avaya Engagement Assistant Snap-in Reference 45

Chapter 8: Troubleshooting Engagement Assistant alarms Engagement Assistant generates alarms when an error occurs. You can view, search, export, and configure alarms from the System Manager web portal. Information on alarms is available on the Services > Events > Alarms page. Alarm ID Severity Description Solution/Workaround BRERR01 Major Engagement Assistant cannot connect to the conference bridge. The conference bridge or the network connectivity might be inactive. AMSERROR 01 Major Engagement Assistant cannot connect to the Avaya Aura Media Server. The network connectivity or the connectivity to Avaya Aura Media Server might be inactive. DBERROR01 Major Engagement Assistant web service cannot connect to the Postgres database. The database server might not be running. LDAPERROR 01 Major Engagement Assistant web service cannot connect to LDAP. The LDAP server might not be running. ECC01 Major The exchange connector cannot connect to the exchange server. The network might be inactive, or the exchange server might not be running. EA_Desktop Connector_E CNA01 EA_Seamles stransfer_ec NA02 EA_Seamles stransfer_dc NA01 Major Major Major Exchange connector for desktop connector is not available. User authentication fails. Exchange connector for Seamless Transfer is not available. Calendar search requests fail. Desktop connector is not available to publish any events from the desktop client. Disconnect from the call and redial to Engagement Assistant. If the problem persists, see EA_ConferenceAssistant_BRERR01 o n page 47. See EA_ConferenceAssistant_AMSERR01 on page 47. See EA_WebUI_DBERR01 on page 48. See EA_WebUI_LDAPERR01 on page 48. See ExchangeConnector_ECC01 on page 49. 46 Avaya Engagement Assistant Snap-in Reference June 2015

Engagement Assistant alarms Related Links EA_ConferenceAssistant_BRERR01 on page 47 EA_ConferenceAssistant_AMSERR01 on page 47 EA_WebUI_DBERR01 on page 48 EA_WebUI_LDAPERR01 on page 48 ExchangeConnector_ECC01 on page 49 EA_ConferenceAssistant_BRERR01 Condition Alarm message text Alarm level Engagement Assistant cannot connect to the conference bridge. Major Cause The conference bridge or the network connectivity might be inactive. Solution To resolve this problem, contact the support team. Related Links Engagement Assistant alarms on page 46 EA_ConferenceAssistant_AMSERR01 Condition Alarm message text Alarm level Engagement Assistant cannot connect to the Avaya Media Server for announcements. Major Cause The network connection or the connectivity to the Avaya Aura Media Server might be inactive. Solution To resolve this problem, contact the support team. Related Links Engagement Assistant alarms on page 46 June 2015 Avaya Engagement Assistant Snap-in Reference 47

Troubleshooting EA_WebUI_DBERR01 Condition Alarm message text Alarm level Engagement Assistant cannot connect to the Engagement Assistant database. Major Cause Engagement Assistant web service cannot connect to the Postgres database. The database server might not be running. Solution 1. On the System Manager web interface, click Elements > Collaboration Environment > Service Management. 2. Install the EA_WebUI snap-in. 3. Click Configuration > Attributes. 4. Click Service Clusters. 5. Select a cluster, and select the EA_WebUI option. 6. Edit the Database Url/Database_Url attribute. 7. Change the host name from an invalid host ip to localhost or a valid host name. 8. Go to http://ce-asset-ip/services/ea_webui. 9. Replace <CE-Asset-ip> with your Engagement Development Platform asset ip. Related Links Engagement Assistant alarms on page 46 EA_WebUI_LDAPERR01 Condition Alarm message text Alarm level Engagement Assistant cannot connect to the LDAP server. Major Cause The LDAP server might not be running. Solution 1. On the System Manager web interface, click Elements > Collaboration Environment > Service Management. 48 Avaya Engagement Assistant Snap-in Reference June 2015

Conference Assistant troubleshooting 2. Install the EA_WebUI snap-in. 3. Click Configuration > Attributes. 4. Click Service Clusters. 5. Select a cluster, and select the EA_WebUI option. 6. Edit the LDAP Url attribute to a valid URL. 7. Go to http://ce-asset-ip/services/ea_webui. 8. Replace <CE-Asset-ip> with your Engagement Development Platform asset ip. Related Links Engagement Assistant alarms on page 46 ExchangeConnector_ECC01 Condition Alarm message text Alarm level Exchange Connector cannot connect to the exchange server. Major Cause The network might be inactive, or the exchange server might not be running. Solution To resolve this problem, contact the administrator. Related Links Engagement Assistant alarms on page 46 Conference Assistant troubleshooting The following table specifies the Conference Assistant troubleshooting scenarios. This table also provides the cause of the problem and the possible solution if available. Known Issue/Error Engagement Assistant rejects the call. System is unavailable. Cause The calling party is unavailable in the meeting invite. The user database, Exchange server, or System Manager is unavailable. Engagement Assistant searches for the user and logs the error in these scenarios. Table continues June 2015 Avaya Engagement Assistant Snap-in Reference 49

Troubleshooting Known Issue/Error Engagement Assistant does not recognize the calling number. Engagement Assistant cannot fetch the current conferences. Engagement Assistant ends the call. Conference Assistant gives an error that your selection is not valid. Conference Assistant does not prompt a meeting that is scheduled in your calendar. Conference Assistant prompts you to enter the meeting number, but within a few seconds you are connected to the bridge automatically. Conference Assistant prompts you to enter a meeting number, or Conference Assistant gives an error that you have entered an incorrect meeting number. Conference Assistant prompts you to enter a meeting PIN. Cause Engagement Assistant cannot find the calling number in the user database. You must call back from a recognized number or request an administrator to add you as a user. You can also log in to the conference by manually providing the bridge, host code, or participant code. You did not delegate access to the Outlook calendar that you configured. Configure the delegate access to your Outlook calendar. You did not select a valid option to join a conference. Engagement Assistant enumerates the conference options thrice before ending the call. If you select an invalid option while entering a conference, Engagement Assistant plays a message indicating your option is invalid. Engagement Assistant repeats the prompts again. The meeting is nearing the allotted end time. The number patterns of the meeting bridge does not match the patterns in the bridge record as specified by the administrator. You might see this behavior if the administrator did not configure a long enough delay after the bridge number is sent with touch tones. Note: The term meeting number differs from bridge to bridge. The calendar entry does not contain the correct meeting number. The administrator did not configure the correct meeting number digit length for the bridge that matches your meeting. Note: The term meeting number differs from bridge to bridge. The calendar entry does not have the correct meeting PIN. The calendar entry does not have a PIN. The conference bridge may not require a PIN. The administrator did not configure the PIN requirement for the bridge, or has configured an incorrect range for the PIN length. Note: You are unable to join a conference The term PIN differs from bridge to bridge. Multiple conference bridges might have the same bridge number. Do not configure multiple bridges with the same bridge number. You might have configured the same code as the moderator code and as participant code for two different meetings. When you configure meeting codes through the web interface, ensure that the Table continues 50 Avaya Engagement Assistant Snap-in Reference June 2015

Conference Assistant troubleshooting Known Issue/Error When you call Engagement Assistant, you hear silence. You hear silence after the initial greeting. Cause each code is unique. Else, EA_ConferenceAssistant cannot connect to the conference bridge. The Nuance server might not be available. Ensure that the firewalls are not blocking port 4900, which is the MRCPv1 port. The calling number does not match the local database. Ensure that the calling number exactly matches: The entry in the local database that you or the administrator entered. The entry in the LDAP database if the system is in the auto-user provision mode, or if you were only invited and not directly added. Related Links Conference Assistant cannot retrieve the meetings on page 51 Conference Assistant does not call out your name on page 51 Conference Assistant cannot retrieve the meetings Condition The Conference Assistant cannot retrieve your meetings. Cause You did not give the delegate user permissions to access your calendar. The exchange server cannot be reached. The system installer did not associate the system with the appropriate exchange server. Solution 1. Check if you have given the necessary permissions to your delegate user. For more information, see Configuring Microsoft Exchange in the Avaya Engagement Assistant End User Guide. 2. If this problem persists, contact the administrator. Related Links Conference Assistant troubleshooting on page 49 Conference Assistant does not call out your name Condition When you dial in to the Conference Assistant, you hear the greeting announcement but the Conference Assistant does not call out your name. Cause The EA_Speech snap-in is not working. June 2015 Avaya Engagement Assistant Snap-in Reference 51

Troubleshooting The EA_Speech snap-in is not connected to the Avaya Aura Media Server. Solution Check your EA_Speech installation and configuration. For more information about installation and configuration, see Deployment in Avaya Engagement Assistant Snap-in Reference Guide. Related Links Conference Assistant troubleshooting on page 49 Cannot access Engagement Assistant message or hearing silence Condition Users hear silence when they connect to Engagement Assistant. When a user calls from an unrecognized number, they might hear no further prompt after the initial greeting. Users might hear a Cannot access message. Cause The user might not be associated with the local database or LDAP. If an LDAP directory is defined, there are problems accessing it. Solution The EA_ConferenceAssistant log indicates problems accessing the messages. Configure the exact phone number of the user in the database. Unable to load a snap-in due to large file size Condition You cannot load a snap-in as the snap-in file is too large. This error is more common when you install the EA_Speech snap-in. Solution Ensure that System Manager release 6.3.12 or later is running. Handle or password is incorrect Condition When you log in to the Engagement Assistant web interface, the system displays an error that the handle or the password you entered is incorrect. 52 Avaya Engagement Assistant Snap-in Reference June 2015

Insufficient space error when you update a snap-in Cause You typed the wrong login or password. You typed the wrong domain. The domain is your email domain and not the Active Directory domain. You do not have an account in the system. You have not dialed the pilot number from the phone number associated with your handle in your corporate directory. The system installer did not associate the system with the appropriate exchange server. The exchange server cannot be reached. Solution 1. Type the correct login, password, and domain when you log in to the web interface. 2. Dial the pilot number from your corporate phone number if you have not done so already. 3. For other issues including setting up an account, contact the administrator. Insufficient space error when you update a snap-in Condition System Manager gives an insufficient space error when you update the snap-in. Cause You might not have removed the older patches of the snap-in that you are updating. Solution On the Collaboration Environment > Service Management page, delete any old, unused snap-in files. Tip: Check for versions of the EA_Speech snap-in because these files are large. You hear silence when you call Engagement Assistant Condition When you call the Engagement Assistant pilot number, you here silence. Cause The nuance server might be unavailable. June 2015 Avaya Engagement Assistant Snap-in Reference 53

Troubleshooting Solution Ensure that the firewalls are not blocking port 4900, which is the MRCPv1 port between Avaya Aura Media Server and the nuance server. Ensure that the nuance server is always in an unlocked state in Avaya Aura Media Server. Error while accessing a user s calendar Condition Insufficient logging for exchange connection. EA_ConferenceAssistant indicates an error while accessing the user s calendar. Solution Log in to Microsoft Outlook as a delegate user and access the user s calendar directly to determine the cause of the error. Web interface does not display user name Condition The web interface does not display the user name next to the user icon. Cause The system installer did not administer the LDAP directory. The LDAP server cannot be reached. Solution Contact the administrator to resolve this issue. Troubleshooting Seamless Transfer Use the Troubleshoot tab in the Seamless Transfer Desktop Client to troubleshoot issues with the desktop client. Connected to Plantronics Device: Specifies the Plantronics device to which the Desktop Client is connected. If no devices are connected, this field is blank. Proximity Supported: Specifies whether proximity is supported for the device that is connected to the Desktop Client. Get proximity: Click this button to check the proximity of the headset with your device. When you connect your headset for the first time, you can click this button to get the device proximity. If you face difficulties with the call transfer, click Get Proximity to get the device proximity. 54 Avaya Engagement Assistant Snap-in Reference June 2015

Troubleshooting Seamless Transfer Transfer Audio to PC: Click this button to test if the audio path transfers to your computer. Transfer Audio to Mobile: Click this button to test if the audio path transfers to your mobile client. Related Links No pop-up displayed to transfer a Scopia call from the mobile client to desktop client on page 55 Plantronics headset does not receive proximity events on page 56 Plantronics SDK installation fails on page 57 Desktop Client does not recognize the participant name on page 58 Transfer to Scopia desktop client fails on page 60 Unable to receive emails during transfer to mobile client on page 60 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Mac on page 61 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Windows on page 62 Viewing the Engagement Assistant Desktop Client log files on page 64 No pop-up displayed to transfer a Scopia call from the mobile client to desktop client Condition When you try to transfer a call from the Scopia mobile client to the desktop client, the application displays the following pop-up window: You cannot transfer the call to the desktop client. Cause The system displays the pop-up window only when your Engagement Assistant Desktop Client is still running in the background. In this case, you will not see a window to transfer the call from the mobile client to the desktop client. Solution When you see this pop-up window for the first time, select the Do not show this message again check box. June 2015 Avaya Engagement Assistant Snap-in Reference 55

Troubleshooting Note: If you do not select the check box, the transfer from the Scopia mobile client to the desktop client will not happen automatically from the next instance. Related Links Troubleshooting Seamless Transfer on page 54 Plantronics headset does not receive proximity events Condition The Plantronics headset does not receive proximity events. Cause The Plantronics headset is not set as the primary device. For Windows users 1. Open the Plantronics hub software. 2. If your device is connected to the computer, the system displays the following window: 3. Ensure that your Plantronics headset is the Primary Device. 56 Avaya Engagement Assistant Snap-in Reference June 2015

Troubleshooting Seamless Transfer 4. If not, click Change against Primary Device. 5. From the drop-down, select your Plantronics device and click Make Primary. For MAC users 1. On the Engagement Assistant Desktop Client, select the Troubleshoot tab. 2. Ensure that the Device Connected to field displays the BT300 Plantronics device. 3. Ensure that the Proximity Supported field displays Yes. 4. If not, manually pull out the other USB devices until the Device Connected to field displays your Plantronics BT300 headset. Related Links Troubleshooting Seamless Transfer on page 54 Plantronics SDK installation fails Condition In Windows, when you install the Plantronics Hub software, the system displays the following popup window: June 2015 Avaya Engagement Assistant Snap-in Reference 57

Troubleshooting Solution 1. Go to C:\ > Program Files > Avaya > Engagement Assistant. 2. Right click on PlantronicsHubInstaller.exe, and select Run as Administrator. Related Links Troubleshooting Seamless Transfer on page 54 Desktop Client does not recognize the participant name Condition When you turn on your Plantronics headset within proximity to your desktop, the Desktop Client displays a pop-up window asking you to select a Scopia meeting. You are not connected to your scheduled meetings automatically. 58 Avaya Engagement Assistant Snap-in Reference June 2015

Troubleshooting Seamless Transfer Cause The Desktop Client displays the pop-up window if the application cannot find you as one of the participants in the Scopia meeting. You may have logged in using another name different from the Scopia Participant Names that you have already configured. The pop-up window is also seen if you have not joined any of your meetings after connecting to the Desktop Client. Solution Do one of the following: On the pop-up window, select the Scopia meeting that you want to join and click Join. If you have already joined one of the meetings, select your participant name that is listed in the Participant List and click Transfer. The Desktop Client starts and the current participant is dropped. Further, the current or the original participant is automatically added as a Scopia Participant Name in the Engagement Assistant Settings > Basic tab. Related Links Troubleshooting Seamless Transfer on page 54 June 2015 Avaya Engagement Assistant Snap-in Reference 59

Troubleshooting Transfer to Scopia desktop client fails Condition Call transfer to the Scopia desktop client fails due to browser issues. Cause When you try to transfer a call from the Scopia mobile client to the desktop client, the transfer fails due to browser issues. Solution 1. Check the browser that works with your Scopia desktop client. 2. Set this browser as the default browser for your Scopia desktop client. Related Links Troubleshooting Seamless Transfer on page 54 Unable to receive emails during transfer to mobile client Condition User does not receive emails when a call is transferred from the Scopia desktop client to the mobile client. Cause The email attributes for the EA_WebUI snap-in have not been configured properly. Solution Related Links 1. On the System Manager web console, click Elements > Engagement Development Platform. 2. In the left navigation pane, click Configuration > Attributes. 3. Select the Service Clusters tab. 4. From the Cluster field, select the cluster on which you have installed the EA_WebUI snapin. 5. From the Service field, select the EA_WebUI snap-in. 6. Ensure that you have configured the Email from attribute properly. For information on EA_WebUI attribute configuration, see Configuring the EA_WebUI Snapin attributes on page 17. 7. Similarly, ensure that you have configured the Exchange Email Domain attribute properly for the ExchangeConnector. For more information, see Configuring the ExchangeConnector Snap-in attributes on page 15. 60 Avaya Engagement Assistant Snap-in Reference June 2015

Troubleshooting Seamless Transfer Troubleshooting Seamless Transfer on page 54 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Mac Perform the following procedure to verify the audio path from the headset to the Plantronics USB adapter. If the audio path is disconnected, use this procedure to configure the Bluetooth pairing for the Plantronics headset. Procedure 1. Connect the Plantronics USB adapter to your computer, and press the call button in the Plantronics headset. The blue light in the Bluetooth USB adapter blinks, indicating that the audio headset audio path is connected to the USB adapter. 2. If you cannot hear anything with the Plantronics headset even if the USB adapter blinks, go to the Launch pad. 3. Click System Preferences > Sound. June 2015 Avaya Engagement Assistant Snap-in Reference 61

Troubleshooting 4. Select Plantronics BT300 for Input and Output settings. Related Links Troubleshooting Seamless Transfer on page 54 Verifying the Engagement Assistant Desktop Client Bluetooth pairing for Windows Perform the following procedure to verify the audio path from the headset to the Plantronics USB adapter. If the audio path is disconnected, use this procedure to configure the Bluetooth pairing for the Plantronics headset. Procedure 1. Connect the Plantronics USB adapter to your computer, and press the call button in the Plantronics headset. The blue light in the Bluetooth USB adapter blinks, indicating that the audio headset audio path is connected to the USB adapter. 62 Avaya Engagement Assistant Snap-in Reference June 2015

Troubleshooting Seamless Transfer 2. If you cannot hear anything with the Plantronics headset even if the USB adapter blinks, go to Start > Control Panel. 3. Click Hardware and Sound > Sound. 4. Click the Playback tab. 5. Verify whether the Plantronics BT300 Speakers is the default speaker. If not, select the Plantronics BT 300 Speakers, and click Set Default. 6. Click the Recording tab. June 2015 Avaya Engagement Assistant Snap-in Reference 63

Troubleshooting 7. Verify whether the Plantronics BT300 Microphone is the default microphone. If not, select the Plantronics BT300 Microphone, and click Set Default. Related Links Troubleshooting Seamless Transfer on page 54 Viewing the Engagement Assistant Desktop Client log files Procedure To view the Engagement Assistant Desktop Client log files: For Mac: Go to the Launch pad, click Console, and type Engagement Assistant in the Search bar. For Windows: Go to C:\ > ProgramData > Avaya > EA_DesktopClient > EA_DesktopClient.log. Related Links Troubleshooting Seamless Transfer on page 54 64 Avaya Engagement Assistant Snap-in Reference June 2015