Avaya Contact Center Express Release 4.1 XMPP Gateway

Avaya Contact Center Express Release 4.1 XMPP Gateway Release 4.1 January 2010

2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/licenseinfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/thirdpartylicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Support Web site: http://www.avaya.com/support

Contents Preface........................................... 3 Purpose............................................ 3 Audience........................................... 3 Availability.......................................... 3 Chapter 1: Introduction..................................... 5 Error Logging........................................ 5 Diagnostic Testing Error Logging........................... 6 Chapter 2: Install and Configure XMPP Gateway....................... 7 Install XMPP Gateway.................................... 7 Configure XMPP Gateway.................................. 13 Add remote service to XMPP Gateway......................... 16 Add Column Display to the ASContact Database................... 20 Index........................................... 1 XMPP Gateway User Guide January 2010 1

Contents 2 XMPP Gateway User Guide January 2010

Preface This section contains the following topics: Purpose on page 3 Audience on page 3 Availability on page 3 Purpose The purpose of this guide is to provide detailed information about how to install and configure Avaya Contact Center Express XMPP Gateway Release 4.1. Audience This guide is intended primarily for those who use Avaya Contact Center Express (Avaya CCE). You should use this guide as an information source for: Installing and configuring XMPP Gateway. Availability Copies of this document are available on the Avaya support Web site, http://www.avaya.com/ support. Note: Note: There is no charge for downloading documents from the Avaya Web site. XMPP Gateway User Guide January 2010 3

Preface 4 XMPP Gateway User Guide January 2010

Chapter 1: Introduction The XMPP Gateway is a server application that provides conversion from XMPP (Extended Messaging and Presence Protocol) to Contact Center Express Simple Messaging Media Store. XMPP supported features: Instant messages Contact Center Express Presence in XMPP Customer's client Outbound sessions Outbound session - checks actual presence of the contact Error Logging Agent logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example: MonACRS.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. Note: Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file. The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are: 0. No error logging takes place. 1. Logs fatal, major, minor and trace information. 2 Logs fatal, major and minor errors. 4. Logs fatal and major errors. 8. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable). XMPP Gateway User Guide January 2010 5

Chapter 1: Introduction Diagnostic Testing Error Logging There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month, and day) and time (hours, minutes, and seconds) it was created. For example: YYYYMMDDHHMMSSASMediaDirector.log. Where, YYYY = Year MM = Month DD = Day HH = Hour MM = Minute SS = Seconds WARNING:! WARNING: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing. 6 XMPP Gateway User Guide January 2010

Chapter 2: Install and Configure XMPP Gateway Install XMPP Gateway The XMPP Gateway is a server application that provides conversion from XMPP (Extended Messaging and Presence Protocol) to Contact Center Express Simple Messaging Media Store. XMPP supported features: Instant messages Contact Center Express Presence in XMPP Customer's client Outbound sessions Outbound session - checks actual presence of the contact To install XMPP Gateway: 1. Close all the open applications. 2. Run the setup.exe file. The Choose Setup Language dialog box appears. XMPP Gateway User Guide January 2010 7

Chapter 2: Install and Configure XMPP Gateway 3. From the drop-down list, select the language you would like to use for the installation and click OK. 4. Click Server. 8 XMPP Gateway User Guide January 2010

Install XMPP Gateway 5. Click >>. 6. Click Media Gateways. XMPP Gateway User Guide January 2010 9

Chapter 2: Install and Configure XMPP Gateway 7. Click XMPP Gateway. 8. Click Next to continue. The License Agreement page appears. 10 XMPP Gateway User Guide January 2010

Install XMPP Gateway 9. Read the license agreement and, if you are agree with the licensing terms and conditions, click Yes. XMPP Gateway User Guide January 2010 11

Chapter 2: Install and Configure XMPP Gateway 10. Click Next to continue. To select a different install location, click Browse. 11. Read the install settings and click Next to start the install. 12 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 12. Click Finish. 13. If you are asked to restart your system (this will happen if some application components need updating or registering), click Yes. Configure XMPP Gateway To configure XMPP Gateway: 1. In the left pane of CCE Control Panel window, right-click the XMPP Gateway node and select Edit. XMPP Gateway User Guide January 2010 13

Chapter 2: Install and Configure XMPP Gateway 2. Update the required fields as explained below: Field Description Simple Messaging Media Store URL IP Port Channel type URI The URL for connecting to the Media Director. If this entry is empty, the other three entries will be used to composite the URL (ip:port/uri) The IP address or Host Name of the Simple Messaging Media Store server. If the 'Simple Messaging Media Store URL' entry is not empty, this entry will be ignored. The default value is local Machine Name. The IP port of Simple Messaging Media Store. If the 'Simple Messaging Media Store URL' entry is not empty, this entry will be ignored. The default value is 29085 The.Net remoting channel used by Contact Center Express multimedia applications to communicate with each other. The default is gtcp. The URI of the remote communication object factory on Simple Messaging Media Store. If the 'Simple Messaging Media Store URL' entry is not empty, this entry will be ignored. The default value is SMMSRemoteFactory.rem Error Logging Update the fields as mentioned in Error Logging on page 5. Gateway Details Server Instance Friendly Name Gateway Name Culture Seconds to Reconnect to Simple Messaging Media Store A description of this instance of the Gateway. The unique name of this Gateway. default culture to be used for messages to Customers connecting to this Gateway value: standard or custom defined in SMMS culture name The default value is empty. if connection to the Simple Messaging Media Store is lost, this value is a delay in seconds before re-connection commences. 14 XMPP Gateway User Guide January 2010

Configure XMPP Gateway Field Minutes to Close Idle Session Request Validation Function Description The maximum allowed interval in minutes for the Session to be Idle; The Session is closed on next check after the interval elapses. Default value is 3 (minutes). name of a function to validate of customer request; This value represents user defined Stored Function in the SQL Server ASContact Database. If Validation Function is empty or does not exist on SQL Server, appropriate standard function for Address Type 17 (Google) is used. Default is empty string. 3. Right-click anywhere in the right pane and select Save and Close to save updated information to the service. 4. Check the summary details. XMPP Gateway User Guide January 2010 15

Chapter 2: Install and Configure XMPP Gateway Add remote service to XMPP Gateway To add a remote service to XMPP Gateway: 1. In the left pane of the Control Panel window, right-click the Remote Services node for the XMPP Gateway and select Add XMPP Service or Add Google Talk Service. The Add Service tab appears: 16 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 2. On the General Properties tab, update the fields as explained in the below table. Field Remote service name Remote Service Type Remote Service Startup Type Remote Service Application Management Icon Remote Service ID Description A unique name for this remote service. The name is used for display purposes and can be set to anything. For example Sales Department. 'Google Talk Service' or 'XMPP Service' Service behavior on Gateway startup. Values are: Automatic, Manual, Disabled; default is Automatic Icon file path on local machine to represent the Service in AMC. If empty, default AMC Icon is used. The Icon file could contain 16x16 and 32x32 images. Default is blank. The name to login to the XMPP Server Remote Service Nickname Remote Service Password Remote Service IP Currently not used in XMPP Gateway. The password to login to the XMPP Server. This entry gets encrypted on application startup. XMPP Server host name usually "talkx.l.google.com" for GTalk. Remote Service Port XMPP Server TCP port, usually 5222. Seconds to Reconnect to Remote Service Maximum Message Size Bytes AutoRestart if no Interactions How often, in seconds, the Gateway will attempt to re-connect to the Remote Service if connection is not established. The default value is 60 seconds. Maximum size in bytes of outbound message. If message exceeds the value, it will be split into multiple messages. Message gets split on character boundaries. Please note in foreign languages character could be represented with more than 1 byte. Default is 1024 If Remote Service restart is required and no Interaction is opened, or restart is pending and the last Interaction on the Service is closed, automatic restart is performed. Default = True XMPP Gateway User Guide January 2010 17

Chapter 2: Install and Configure XMPP Gateway 3. On the Extra Properties tab, update the fields as explained in the below table. Field Remote Service Domain Description Authenticating Domain of the XMPP service (used in 'to:' field in the opening XMPP Stanza). Required if different from the domain of the XMPP Service ID. Not required for GTalk. 18 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 4. On the Channels tab, update the fields as explained in the below table. To identify the Simple Messaging Media Store queue that will receive conversation requests from this service, fill in the following fields and click Add. Field Channel ID Simple Messaging Media Store queue Simple Messaging Media Store queue priority Description A name for this group of channel parameters. The name of the Simple Messaging Media Store queue that will receive conversation requests from this service. A value that indicates the priority with which work item objects from this queue are queued in Media Director. Use 1 for the highest-priority work items. There is no lower limit and 5 is the default. 5. Right-click anywhere in the right pane and select Save and Close to save updated information to the service. XMPP Gateway User Guide January 2010 19

Chapter 2: Install and Configure XMPP Gateway Add Column Display to the ASContact Database To add a column display to the ASContact Database: 1. In the left pane of the Control Panel window, click the column display name to view existing column display. Note: Note: The Standard column display comes built-in with every installation of ASContact Database. You can edit the column display but you cannot delete it from the database. The Column Display ID for standard column display is 1. 2. Change the User defined ColumnTypeID in the Contacts_GWColumnTypes table of ASContact Database to 17. The ColumnTypeID is being preset to IM-Google. 20 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 3. Right-click the column display name and select Add Column Display to add a new column display. The Add Column Display tab appears. 4. Enter the column display name. 5. Right-click anywhere in the right pane and select Save and Close. XMPP Gateway User Guide January 2010 21

Chapter 2: Install and Configure XMPP Gateway 6. In the left pane of the Control Panel window, right click the newly created column display name and select Edit to add the field columns. The Edit Column Display tab appears. 22 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 7. In the Display field details area and select Add. The Add New Column tab appears. 8. From the Column name drop-down list, select a pre-defined column names. The pre-defined columns names are from the ASContact Database. 9. (Optional) If you want the display name to be different from the column name used by ASContact Database, change the text in the Display name field. XMPP Gateway User Guide January 2010 23

Chapter 2: Install and Configure XMPP Gateway 10. (Optional) If you want to change the default column type associated with your column, clear the Use the predefined types check box and select types from the Column types list. Note: Note: The column type affects the way Contact Center Express Desktop interprets data, which may affects the type of actions the user can perform using that data. Selecting column types determines whether Contact Center Express Desktop searches that column for a contact match when work items of a certain type are received. For example, if you tick the Email column type, that column of data will be searched when an email work item is received. If the email address of the incoming work item matches an address in a column with the Email column type, the contact's record appears as a tab on the work item. 24 XMPP Gateway User Guide January 2010

Configure XMPP Gateway 11. After you complete adding information, right-click anywhere on the tab page and select Save and Close. The column is listed in the Display field details on the Edit Column Display tab. 12. Repeat the above steps until you have all the columns you need for your column display. Note: Note: You can also control the order of the columns by editing the Column order number. XMPP Gateway User Guide January 2010 25

Chapter 2: Install and Configure XMPP Gateway 26 XMPP Gateway User Guide January 2010

Index Index E error logging..................... 5 diagnostic testing................. 6 logging levels................... 5 I install cce XMPP gateway.............. 7 S supported features.................. 5 X XMPP gateway add column display to database......... 20 add remote service............... 16 configure.................... 13 XMPP Gateway User Guide January 2010 1

Index 2 XMPP Gateway User Guide January 2010