Avaya Cvlan Integration

NICE Perform® Release 3

Integration with AVAYA CVLAN February 2008

385A0284-09 Rev. A1

Insight from Interactions

TM

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385A0284-09 Rev. A1

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Revision History Integration with CVLAN

Revision A1

Modification Date

Description

January 2008

• •

Business Data on page 25 – Updated section.

•

Updated the following Troubleshooting procedures (light changes):

•

Installing the Switch Driver on page 81– Updated screens and procedure.

•

Missing VDN Information in Database on page 94.

• •

Failed to Monitor Device on page 94. Monitor End Event is Received on page 95.

Added testing and Debugging tool: CTi Console Viewer on page 129.

Blank page for double-sided printing.

Contents 1 Introduction

11

NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Avaya CVLAN Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Recording Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Extension-Side Recording Architecture Trunk-Side Recording Architecture

. . . . . . . . . . . . . . . . . . . . . . . . . . . 18

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

DMCC-Based Active VoIP Recording Architecture . . . . . . . . . . . . . . . . . . . 20 Avaya Components

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

NICE Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Passive VoIP Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Avaya Components

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Customer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 NICE Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Supported Database Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2 Switch Configuration Guidelines

29

Connecting the Main Distribution Frame (MDF) . . . . . . . . . . . . . . . . . . . . . . 30 Configuring DS1 Cards for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . 31 Connecting DS1 Card Recording Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Contents NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Configuring DS1 Cards - Basic Parameters . . . . . . . . . . . . . . . . . . . . . . . . 32 Configuring DS1 Cards - E1 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Configuring DS1 Cards - T1 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3 Preparing the Avaya Environment

43

Preparing the AES environment for CVLAN . . . . . . . . . . . . . . . . . . . . . . . . . 44 Configure the Switch on AES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Configuring the AES on the ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Define the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Configure the CTI Link Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Verify the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

4 Integrating Avaya CVLAN with NICE Perform

49

Installing the CVLAN Client on the NICE Interaction Center. . . . . . . . . . . . . 50 Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 CVLAN Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Configuration Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 CTI Interface Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Connection Manager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Switch Driver Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Configuring the CTI Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Installing the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

5 Troubleshooting

91

Open Case Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Missing Login/Logout Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Missing VDN Information in Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Contents NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Failed to Monitor Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Open Connection Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 Monitor End Event is Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 ISDN Trunk - Alerting Event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Calls Are Reported With The Wrong Direction . . . . . . . . . . . . . . . . . . . . . . . 96 Connection Manager and Driver Fail to Connect to the AES . . . . . . . . . . . . 97 AES Environment: General Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . 98 Client Cannot Connect to CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

6 NICE Testing and Debugging Tools

101

NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Setting Up the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Accessing the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113 Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 117 Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 CAPI Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 CAPI Spy Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Changing Connection Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 CTi Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Contents NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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A CVLAN Additional Parameters

133

CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . 134 Importing Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 141 Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 143 Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Index

149

Contents NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

10

1 Introduction This guide describes the integration between the NICE Interaction Center and the Avaya CVLAN Interface, when setting up a NICE Perform system. NOTE: For an updated list of supported versions, refer to the Integration Description Document (IDD).

Contents

NICE Perform Site Installation Overview...................................................................... 12 Avaya CVLAN Integration Workflow ............................................................................. 13 Integration Description .................................................................................................. 14 System Architecture....................................................................................................... 15 Recording Modes ...........................................................................................................17 Recording Methods ........................................................................................................ 17 Supported Database Fields ........................................................................................... 24 Limitations....................................................................................................................... 26

Chapter 1: Introduction NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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NICE Perform Site Installation Overview

NICE Perform Site Installation Overview

Legend

Prepare Machines

Mandatory component

Install SQL + Databases

Optional component

Install NICE Perform Applications Define in System Administrator Connect NiceLog High Density Logger Interaction Capture Unit (ICU) NICE VoIP Logger Define in System Administrator Install VoIP Recording Gateway (VRG) Define in System Administrator Install NICE Interactions Center

You are Here

Install and Configure Switch Integrations Define Channel Mapping in the System Administrator Install NMS Define in System Administrator

Audio Analysis

Install relevant optional components: Media Library

NICE Storage Center

Playback Server and/or Feedback

NiceScreen ScreenSense Reporter Server

Define in System Administrator Perform Required Installation and Acceptance Test Procedures

NOTE: Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow. The Site Installation Workflow Guide provides general guidelines and procedures for installing NICE Perform at your site, and indicates the exact point during site installation at which to perform switch integrations.

Chapter 1: Introduction NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Avaya CVLAN Integration Workflow

Avaya CVLAN Integration Workflow The following flow details the components required in the CVLAN integration. Legend: Mandatory component (with link to procedure in this publication)

Configure ACM and Media Server Switch

Optional component It is recommended that an Avaya System Administrator be present during the installation to assist with this phase of the installation.

Installing the CVLAN Client on the NICE Interaction Center

An Avaya System Administrator is responsible for all procedures in the Avaya environment. All procedures in the Avaya environment are by recommendation only!

Preparing the AES environment for CVLAN

Configuring the CTI Interface

(Optional in VoIP environment only) Install VoIP Driver see Integration with Avaya VoIP Drivers

Configuring the Connection Manager

Creating the Switch Driver

Installing the Switch Driver

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Integration Description

Integration Description Below is a summary of the Avaya CVLAN integration.

Driver Switch Configuration Supported interface versions

For an updated list of supported versions, refer to the Integration Description Document (IDD).

Switch Link Type

CVLAN

Available Recording Applications and Methods Extension-side

Total, Interaction-Based Recording

Trunk-side

Total, Interaction-Based Recording

Trunk-side Matrix

Interaction-Based Recording

DMCC-Based Active VoIP Recording

Total, Interaction-Based Recording

Passive VoIP Recording

Total, Interaction-Based Recording

Features

Free Seating/Compound Call

Fields available for call search

For a list of available fields, see Supported Database Fields on page 24.

Chapter 1: Introduction NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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System Architecture

System Architecture The CVLAN Client must be installed on the NICE Interaction Center. The NICE Interaction Center communicates with the CVLAN Interface configured on the AES server, as illustrated in the diagram below. Figure 1-1

Avaya CVLAN Integration Architecture

Avaya Communication Manager (ACM) Media Server Media Server

AVAYA Environment

Media Gateway

Analog / Digital Agent IP Extensions

CLAN

E1/T1 Trunks

AES/CVLAN Server

LAN Logger connection is dependant on recording method

Client Workstation AES/CVLAN Client

NICE Environment

Analog / Digital Agent IP Extensions

NMS Server Logger

NICE Interaction Center (CLS)

Components •

Avaya Communication Manager (ACM): Avaya call processing software.

The ACM includes the following components:

•

Media Server: The Media Server runs the ACM software, and performs real-time management of the calls.

•

Media Gateway: The Media Gateway performs signaling and audio conversion. It is

controlled by the Media Server and hosts the interface cards (analog, digital, CLAN, MedPro and so on).

•

CVLAN: CVLAN is an Application Programming Interface (API) that enables applications to

communicate with the Avaya Communication Manager (ACM). That is, to send and receive ASAI-IP Messages over shared ASAI-IP links on TCP/IP (see page 14 for supported interface versions). CVLAN consists of two components, a CVLAN Client and a CVLAN Server:

•

The CVLAN Client must be installed on the NICE Interaction Center. It provides clients with access to the ACM via the CVLAN Server. Chapter 1: Introduction

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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System Architecture

• •

The CVLAN Server provides LAN connectivity to remote workstations that require access to the CVLAN API.

CLAN (Control LAN): Connects the ACM to the client LAN, which gives the ability for the

IP phones and the AES to communicate over TCP/IP with the ACM. The CLAN includes a 10/100 BaseT Ethernet interface. It simplifies the connections between adjunct equipment and the Communication Manager and provides TCP/IP connectivity over Ethernet connections to applications, such as the AES, IP phones and soft phones.

•

Avaya AES (Application Enablement Services): is a platform capable of running the

following services:

•

TSAPI

•

CVLAN

•

DMCC (Device Media Call Control)

•

SMS (System Management Service)

•

Logger: The Logger is a digital voice logging system. Loggers continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability.

•

NICE Interaction Center (CLS): The NICE Interaction Center communicates with the Avaya

switch via CVLAN. Through communication with the CVLAN Interface configured on the AES server, the NICE Interaction Center learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back.

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Recording Modes

Recording Modes Depending on your CTI switch configuration, the following recording modes are available:

•

Total Recording

Records all calls for all connected inputs: All calls (agent-to-customer, customer-to-agent, and agent-to-agent) are recorded. This type of recording is used for resolving disputes. When Total Recording is implemented in a Trunk-side configuration, internal (agent-to-agent) calls are not recorded.

•

Interaction-Based Recording

Records selected calls (interactions) based on filter criteria: The user selects complete or parts of calls to be recorded according to a predefined schedule or criteria (for example, calls to and from the sales department). Interaction-Based Recording can be:

•

Rule-Based

•

Statistical for QM

•

ROD (Recording on Demand)

Recording Methods The following recording methods are available:

•

Extension-side recording - NiceLog connects directly to the extensions and taps them. This

connectivity is usually used for Total Recording. See Extension-Side Recording Architecture on page 18 for details.

•

Trunk-side recording - NiceLog connects to trunks. This connectivity is used for Total Recording and Selective Recording. See Trunk-Side Recording Architecture on page 19 for details.

•

DMCC-Based Active VoIP Recording - Audio packets are sent directly to the NICE VoIP

Logger’s IP address. This connectivity is used for Total Recording, Selective Recording and ROD. See DMCC-Based Active VoIP Recording Architecture on page 20 for details.

•

Active VoIP Recording with VRG

•

Active VoIP Recording with VRA

•

Passive VoIP Recording - NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording, Selective Recording and ROD. See Passive VoIP Recording Architecture on page 22 for details.

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Recording Methods

Extension-Side Recording Architecture The NiceLog Logger supports Extension-side recording. NiceLog Loggers record directly from agent extensions, and are configured to receive direct parallel inputs to the digital extensions. Each Logger saves recordings on its hard disks for immediate playback, and archives the calls for long-term storage. Figure 1-2

Extension-Side Recording Configuration

AVAYA Environment

Avaya Communication Media Server Manager (ACM) Media Server Media Server Media Server

Analog / Digital Agent Extensions

Media Gateway AES/CVLAN Server CLAN

E1/T1 Trunks

Main Distribution Frame (MDF)

LAN

NICE Environment

AES/CVLAN Client Client Workstation

NMS Server

NICE Interaction Center (CLS)

Logger

•

The NiceLog Logger is connected to each extension of the switch the customer wants to record. The Logger input is connected to the main Distribution Frame (MDF).

•

The CTI server sends call data in real time as each call is initiated. The NICE Interaction Center determines whether or not to record the call.

Customer Requirements

For an updated list of supported versions, refer to the IDD.

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Recording Methods

Trunk-Side Recording Architecture The NiceLog Logger supports Trunk-side recording using the Total Recording or Dynamic/Static Selective Recording methods. In Trunk-side recording systems, NiceLog Loggers receive and sum the E1/T1 trunk inputs, and record them. IMPORTANT Trunk-side recording requires: Avaya Communication Manager switch software version G3v8.01.0.028.0 or higher

The Avaya switch sends the Trunk ID to the NICE Interaction Center via the CVLAN Interface. NICE Interaction Center also receives call data that can be used in queries to retrieve specific calls. Figure 1-3

Trunk-Side Recording Configuration

Avaya Communication Manager (ACM) Media Server Media Server

AVAYA Environment

AES/CVLAN Server

Analog / Digital Agent IP Extensions

Media Gateway CLAN

E1/T1 Trunks

ETAI

LAN

Client Workstation AES/CVLAN Client

NICE Environment

Analog / Digital Agent IP Extensions

NMS Server Logger

NICE Interaction Center (CLS)

Supported Trunks

The following trunk types are supported:

•

CO

•

ISDN-PRI

•

DCS over ISDN and non_ISDN

•

PCOL

•

DID

•

R2MFC

•

ISDN-BRI

•

Tie

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Recording Methods

Customer Requirements

For an updated list of supported versions, refer to the IDD.

DMCC-Based Active VoIP Recording Architecture In Active VoIP Recording, audio packets are sent directly to the NICE VoIP Logger’s IP address. This is in contrast to Passive VoIP Recording, where the NICE VoIP Logger must be configured as a destination port of a mirroring session in the LAN Switch. Figure 1-4

Active VoIP Recording Configuration

Analog / Digital Agent IP Extension AVAYA Environment

Avaya Communication Manager (ACM) Media Server Media Server

AES DMCC/CVLAN

Analog / Digital Agent IP Extension

LAN

NICE Environment NMS Server

MedPro

CLAN

Media Gateway

Media Provider Controller

Client Workstation Logger

AES/CVLAN Client NICE Interaction Center (CLS)

Avaya Components •

DMCC: Provides recording hooks which serve third-party integrations. In the NICE Systems

integration with the DMCC environment, the DMCC connector server enables registration of soft/DMCC VE phones to the ACM. These soft/DMCC VE phones then observe extensions that are set to be recorded in the ACM System. The observed phones can be any type of phone - IP, digital, or analog.

•

IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local

stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT Ethernet interface.

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Recording Methods

•

Phones:

•

Traditional phones (analog and digital) are supported by all the Media Gateways (that include the appropriate boards or modules).

•

IP phones and soft/DMCC Virtual Extension (VE) phones.

NICE Components •

Avaya DMCC Media Provider Controller: Handles the Avaya DMCC integration observations techniques and has multi DMCC Interfaces at a time (more than one AES).

•

NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively

capture, evaluate, analyze and improve multimedia interactions taking place on an IP network. It provides VoIP recording solutions to customers that are deploying IP telephony networks, enabling them to enhance customer experience management over converging networks. The NICE VoIP recording technology is fully integrated within NICE's current product line, providing intelligent recording of VoIP interactions for Total Recording, Selective Recording, Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be saved, archived, queried, and played back as easily as analog or digital recorded audio.

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Recording Methods

Passive VoIP Recording Architecture In Passive VoIP Recording, instead of receiving audio packets directed to the NICE VoIP Logger IP address, the NICE VoIP Logger is defined as a destination port of a mirroring session on a LAN Switch, or as an output port/s of a tap device, similar to the connectivity of a network sniffer, thus receiving sniffed (or mirrored) audio packets.

NOTE: Use SMS, Push and SNMP VoIP drivers in a dynamic IP address environment. Figure 1-5

Passive VoIP Recording Configuration

Analog / Digital Agent IP Extension AVAYA Environment

Avaya Communication Manager (ACM) Media Server Media Server

AES/CVLAN

LAN

Analog / Digital Agent IP Extension

MedPro

CLAN

Media Gateway

SMS Push SNMP

LAN Switch

NICE Environment NMS Server Client Workstation

AES/CVLAN Client NICE VoIP Logger NICE Interaction Center (CLS)

Avaya Components •

IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local

stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT Ethernet interface.

•

Phones:

•

Traditional phones (analog and digital) are supported by all the Media Gateways (that include the appropriate boards or modules).

•

IP phones and soft/DMCC Virtual Extension (VE) phones.

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Recording Methods

Customer Components •

LAN Switch (Local Area Network Switch): are a fundamental part of most networks. LAN

switches enable several users to send information over a network. In a LAN Switch environment, users can send information at the same time and do not slow each other down. The LAN Switch environment allows different nodes of a network to communicate directly with each other.

NICE Components •

NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively capture, evaluate, analyze and improve multimedia interactions taking place on an IP network. It provides VoIP recording solutions to customers that are deploying IP telephony networks, enabling them to enhance customer experience management over converging networks.

The NICE VoIP recording technology is fully integrated within NICE's current product line, providing intelligent recording of VoIP interactions for Total Recording, Selective Recording, Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be saved, archived, queried, and played back as easily as analog or digital recorded audio.

•

Span/Mirror Port: The process whereby all received and transmitted packets are copied from

one or more source ports to a predefined destination port/s (Logger port).

•

SMS (System Management Service): Enable Web Service access to managed objects on the

ACM. This service enables its clients to display, list, add, change and remove specific managed objects on the ACM.

•

Push: The driver uses a Web Server (IIS which is usually defined on the CLS machine) to

interrogate the VoIP phones for their IP address and extension. The Driver does this at predefined time intervals and uses an XML format. The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are Push enabled so they respond to a Push get request. Using this solution, a Web Server (IIS, usually defined on the NICE Interaction Center), contains a ResponseAddress.xml file. This XML file includes an Identification command. The H.323 RAS driver sends a Push message to the VoIP phones. The message includes the IP address of the Web Server (where the XML file is located) and the VoIP Phone reads the XML file and replies with an identification (IP address and extension number).

•

SNMP: The Driver acts like an SNMP manager and polls the VoIP phones for their IP

addresses and extension. The Driver does this at predefined time intervals. The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are SNMP managed so they respond to an SNMP get request. According to the phones MIB (the SNMP interface between the agent and the SNMP manager), the extension number and the IP Address can be queried. NICE implemented a mechanism that sends SNMP queries from the NICE Interaction Center to a range of IP addresses of the phones, to get this information.

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Supported Database Fields

Supported Database Fields All the fields depend on whether the switch reports the information. The following database fields are supported and can be queried:

•

Station

•

Phone Number (ANI)

•

Direction

•

Call ID

•

Agent ID

•

DNIS (Dialed In)

•

Trunk Information

•

ACD (Split)

•

VDN (when populated in the CalledDevice or in the LastRedirection fields, in that order, in the CVLAN station Delivered or Established events) NOTE

If the driver first finds the VDN database field in the CalledDevice field, it will stop the query, even if the VDN database field also exists in the LastRedirection field.

NOTE: All the fields depend on whether the switch reports the information. The external party phone number for a call could be #####. (#####) is the default trunk string value. The switch provides the default trunk string value when a call is delivered over an analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting event will contain (#####). Once the call is connected the value can be updated if the trunk or facility is properly administered. The phone number/station for an internal call could be *****. (*****) is the default device string value. The switch will provide the default device string value when it does not recognise the internal station or if the number was not provided. Applications need to be able to handle both default string values.

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Supported Database Fields

Business Data Business Data is an optional feature of the CLS Server. When adding Business Data, you must add the following columns to the CLS Server database. For full details, refer to the Business Data section of the NICE Perform System Administrator’s Guide. Database Column

Description

NumInQueue (string)

(optional) num_inque is an optional integer value that indicates the number of calls in the queue, including the current call.

UUData (string)

(optional) The purpose of the user_user information is to convey information between ISDN users. This information is not interpreted by the Communication Manager, but rather is carried transparently and delivered to the remote user.

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Limitations

Limitations This section lists the known limitations of the CVLAN integration.

•

The Attendant Console cannot be monitored via CTI and is not supported by Avaya for CTI events.

•

Parked calls feature is not supported.

•

CVLAN driver does not fully support bridged appearance scenarios. In some cases, when a call is routed over ISDN PRI trunk, the switch may report a dialed # on ANI #### instead of #.

•

CVLAN supports an ASAI link in the switch and not an ADJLK link.

•

In a conference call that has more than one external party and one of the external parties drops the call, the driver may close the wrong segment.

•

Blind conference/transfer limitation: Where a call starts as a call between an external party and a non-monitored extension, and the non-monitored extension then blind conferences/transfers the call to an agent, the external party segment is missing. The call is reported as an internal call between the non-monitored extension and the agent.

•

The external party phone number for a call could be #####. (#####) is the default trunk string value. The switch provides the default trunk string value when a call is delivered over an analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting event will contain (#####). Once the call is connected the value can be updated if the trunk or facility is properly administered.

•

The phone number/station for an internal call could be *****. (*****) is the default device string value. The switch will provide the default device string value when it does not recognise the internal station or if the number was not provided. Applications need to be able to handle both default string values.

•

VDN collecting digits information is not supported.

•

Soft Console can not be monitored.

•

Whisper feature is not supported.

•

The TTI feature enables extension numbers to be moved between different phones. The Avaya CVLAN uses the native Avaya ASAI link. CTI interfaces do not report CTI information on phones with the TTI feature and therefore this feature cannot be supported with CVLAN and AIC integrations.

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Limitations

•

The NICE integration supports partial VDN information. This is supported when populated in the CalledDevice or in the LastRedirection fields, in that order, in the CVLAN station Delivered or Established events.

•

The driver reports a logout when an agent has 2 skills and one driver is removed. Expected Result: The agent is logged out from one skill only. Actual Result: The agent is logged out from both skills. Customer Implication: The agent is marked as logged out while in a logged in state.

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2 Switch Configuration Guidelines This chapter provides guidelines for configuring the Avaya Communication Manager and Media Server Switch.

Contents

Connecting the Main Distribution Frame (MDF) .......................................................... 30 Configuring DS1 Cards for Instant Callback................................................................ 31

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Connecting the Main Distribution Frame (MDF)

Connecting the Main Distribution Frame (MDF) The MDF is a wiring setup composed of one or more punch panels which connect devices and extensions. To connect the MDF to the Logger, use an Amphenol cable, as shown in Figure 2-1. Figure 2-1

Avaya Communication Manager Switch MDF Connection

Avaya Communication Manager (ACM) LC

Extensions

ELC

MDF

Logger

Amphenol Cable

The cable depicted in Figure 2-1 that connects between the MDF and the Logger is an Amphenol cable terminated on one side by a 50 pin male connector (NiceLog) and by open leads on the other side (MDF). The MDF connects to the lines (LC and ELC) which connect extensions to the switch.

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Configuring DS1 Cards for Instant Callback

Configuring DS1 Cards for Instant Callback Instant Callback is a NICE Perform feature that enables audio playback through automatic dialing of the telephone. The ETAI card, installed in the NiceLog Logger, implements the Instant Callback feature. To enable Instant Callback, DS1 cards installed in the Avaya switch must be configured properly.

•

First, configure the DS1 card recording inputs. See Connecting DS1 Card Recording Inputs.

•

Then, configure the basic parameters of the DS1 cards. See Configuring DS1 Cards - Basic Parameters on page 32.

•

Finally, configure the cards for E1 trunks or for T1 Trunks. See Configuring DS1 Cards - E1 Trunks on page 35 or Configuring DS1 Cards - T1 Trunks on page 37.

Connecting DS1 Card Recording Inputs To enable Instant Callback, one DS1 card configured as E1 must be installed in the Avaya switch for every 30 channels. Figure 2-2 on page 31 shows how a DS1 recording input is prepared for connection. Figure 2-2

DS1 Recording Input Connection

RJ-45 connector to Logger

Avaya Switch E1 Trunk DS1 Card

NOTE: The cable must reach the rack on which the Logger is installed

4 wires 22, 23, 47, 48 50-Pin

RJ-45

NOTE: The cable must be long enough to reach the Logger rack, but it should be as short as possible.

Table 2-1 lists the pin assignments for the Avaya Definity-to-RJ-45 cable.

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Configuring DS1 Cards for Instant Callback

Table 2-1: Avaya Definity-to-RJ-45 cable Pin Assignments DSI Card (50-Pin Amphenol)

RJ-45

23 (LO high side)

1

48 (LO)

2

22 (LI)

4

47 (LI high side)

5

N/C

3-8

Configuring DS1 Cards - Basic Parameters To configure the DS1 card basic parameters: 1. At the Avaya Communication Manager Administration Terminal command prompt, type display ds1 slot# and press Enter. TIP: The slot # is the identity number of the slot in which the DS1 card is installed in the switch. It is comprised of the cabinet # - shelf # - slot # Example: 01c12 = cabinet 01, shelf c and slot 12

The DS1 Circuit Pack screen appears (in view-mode). Figure 2-3

DS1 Circuit Pack - View Mode

2. Type the command change ds1 slot # and press Enter.

The DS1 Circuit Pack screen appears (in change-mode). Chapter 2: Switch Configuration Guidelines NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Configuring DS1 Cards for Instant Callback

Figure 2-4

DS1 Circuit Pack - Change Mode

3. Define the parameter values as listed in Table 2-2. IMPORTANT These parameters apply to E1 trunks with a DS1 bit rate of 2 MB. 4. At the Avaya Communication Manager Administration Terminal command prompt, type display port port# and press Enter. TIP: The port # is the identity number of the port in the DS1. It is comprised of the cabinet # - shelf # - slot # - port #. Example: 01c1201 = cabinet 01, shelf c, slot 12 port 01

The station number appears. 5. Type the command display station xxxx (where xxxx is the station you want to check). The

station information appears.

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Configuring DS1 Cards for Instant Callback

Figure 2-5

Station Configuration - Page 1

6. Check that Type is set to 2500. TIP: If the Type is not set to 2500, type change station extension # and press Enter. Then type 2500. 7. Navigate to Page 2 of the Station configuration. Figure 2-6

Station Configuration - Page 2

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Configuring DS1 Cards for Instant Callback

8. Check that Auto Answer is set to All. TIP: If the mode is not set to All, type change ds1 port # and press Enter. Then

choose All.

Configuring DS1 Cards - E1 Trunks The configuration is different for E1 trunks (see procedure below) and T1 trunks (see page 35). To configure the DS1 card for Instant Callback with E1 trunks: NOTE: Refer to Appendix A for a list of parameters that must be set in the Logger for E1 Instant Callback. 1. At the Avaya Communication Manager Administration Terminal command prompt, type change ds1 slot#, and press Enter. TIP: The slot # is the identity number of the slot in which the DS1 card is installed in the switch. It is comprised of the cabinet # - shelf # - slot # Example: 01c12 = cabinet 01, shelf c and slot 12 2. In the screen that appears, set the mandatory parameter values as shown in Table 2-2. Table 2-2: Instant Callback with E1 Trunk Parameters Parameter

Value

Bit Rate

2.048

Signaling Mode

CAS

Interface Companding

alaw

Line Coding

HDB3

CRC

n (no)

Country Protocol

Fill in the appropriate value for the country

Idle Code

00000000

Slip Detection

y (yes)

Near-end CSU type

other

3. At the command prompt, type the command display trunk-group #, whereby # is the number

of the group designated for Instant Callback.

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Configuring DS1 Cards for Instant Callback

4. In the screen that appears, specify the parameter values as listed in Table 2-3, and Table 2-4. Table 2-3: Trunk Group Configuration Parameters Parameter

Value

Direction

Incoming

Dial Access?

y

Queue Length

0

Comm Type

voice

COR

Fill in the appropriate Class or Restriction value for the site

Outgoing Display

n

Busy Threshold

99

Auth Code

n

Trunk Flash?

n

CDR Reports

n

TN

1

TAC

Fill in the value required by the site

Table 2-4: Trunk Parameter Configuration Parameter

Value

Trunk Type (in/out)

wink/wink

Outgoing Dial Type

tone

Connected to Toll?

n

Incoming Dial Tone

y

Disconnect Supervision?

In - y; Out -n

Answer Supervision Timeout

0

Incoming Rotary Timeout

0

Incoming Rotary Timeout (2)

5

Disconnect Timing (msec)

500

Sig Bit Version

none

STT Loss

normal

DTT to DCO Loss

normal

Receive Answer Supervision

y

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Configuring DS1 Cards for Instant Callback

5. Navigate to Page 2 of the same series, and specify the parameter values as listed in Table 2-5. Table 2-5: Trunk Group Configuration Parameter

Value

ACA Assignment

n

Used for DCS

n

Suppress # Outpulsing

n

Seize When Maintenance Busy

Neither ens

Incoming Tone (DTMF) ANI

n

Connected to CO

n

Measured

none

Internal Alert

n

Data Restriction

n

Maintenance Tests

n

Configuring DS1 Cards - T1 Trunks The configuration is different for E1 trunks (see page 35) and T1 trunks (see below). To configure the DS1 card for Instant Callback with T1 trunks: NOTE: For T1 Instant Callback, only D4-AMI frame format is supported. Refer to Appendix A for a list of parameters that must be set in the Logger for T1 Instant Callback. 1. At the Avaya Communication Manager Administration Terminal command prompt, type change ds1 slot# and press Enter. TIP: The slot # is the identity number of the slot in which the DS1 card is installed in the switch. It is comprised of the cabinet # - shelf # - slot # Example: 01c12 = cabinet 01, shelf c and slot 12.

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Configuring DS1 Cards for Instant Callback

2. In the screen that appears, specify the parameter values listed in Table 2-6. Table 2-6: Instant Callback with T1 Trunk Parameters Parameter

Value

Bit Rate

1.544

Line Compensation

1

Signaling Mode

robbed bit

Interface Companding

mulaw

Line Coding

ami-basic or b8zs

Framing Mode

d4 or esf

Idle Code

1111111

Slip Detection

n (no)

Near end CSU type

other

3. At the command prompt, type the command display trunk-group #, whereby # is the number

of the group designated for Instant Callback.

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Configuring DS1 Cards for Instant Callback

4. In the screen that appears, specify the parameter values listed in Table 2-7 and Table 2-8. Table 2-7: Trunk Group Configuration Parameters Parameter

Value

Direction

Incoming

Dial Access?

y

Queue Length

0

Comm Type

voice

COR

Fill in the appropriate Class or Restriction value for the site

Outgoing Display

n

Busy Threshold

99

Authority Code

n

Trunk Flash?

n

CDR Reports

y

TN

1

TAC

Fill in the value required by the site

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Configuring DS1 Cards for Instant Callback

Table 2-8: Trunk Parameters Configuration Parameters Parameter

Value

Trunk Type (in/out)

wink/wink

Outgoing Dial Type

tone

Wink Timer (msec)

300

Connected to Toll?

n

Incoming Dial Tone

y

Disconnect Supervision?

In - y, Out - n

Answer Supervision Timeout

0

Incoming Rotary Timeout (sec)

5

Incoming Dial Type

tone

Disconnect Timing (msec)

500

Sig Bit Version

none

STT Loss

normal

DTT to DCO Loss

normal

Receive Answer Supervision

y

5. Navigate to Page 2 of the same series, and specify the parameter values listed in Table 2-9. Table 2-9: Trunk Feature Parameters Parameters

Value

ACA Assignment

n

Used for DCS

n

Suppress # Outpulsing

n

Seize When Maintenance Busy

neither-end

Incoming Tone (DTMF) ANI

n

Connected to CO

n

Measured

none

Internal Alert

n

Data Restriction

n

Glare Handling

none

Maintenance Tests

n

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Configuring DS1 Cards for Instant Callback

6. Navigate to Page 3 of the same series, and specify the parameter values listed in Table 2-10,

Table 2-11 and Table 2-12. Table 2-10: Administer Timers Parameters Parameter

Value

Incoming Disconnect

500

Incoming Dial Guard

70

Incoming Glare Guard

1500

Programmed Dial Pause

1500

Flash Length

540

Outgoing Disconnect

500

Outgoing Dial Guard

1600

Outgoing Glare Guard

1500

Outgoing Seizure Response

5

Disconnect Signal Error

240

Incoming Incomplete Dial Alarm

255

Table 2-11: End to End Signal Parameters Parameter

Value

Tone

350

Pause

150

Table 2-12: Outpulsing Information Parameters Parameter

Value

PPS

10

Make

40

Break

60

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3 Preparing the Avaya Environment This chapter describes the procedures for installing and configuring the Avaya CVLAN on the AES Server for use with NICE Perform Release 3. IMPORTANT An Avaya System Administrator is responsible for all procedures in the Avaya environment. All procedures in the Avaya environment are by recommendation only! .

IMPORTANT You must install and configure the Avaya CVLAN or AES Server before you install and configure the NICE Perform Integrations.

Contents

Preparing the AES environment for CVLAN ................................................................ 44 Configure the Switch on AES..................................................................................... 44 Define the CTI Link .................................................................................................... 47 Configure the CTI Link Connection ............................................................................ 47 Verify the CTI Link...................................................................................................... 48

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Preparing the AES environment for CVLAN

Preparing the AES environment for CVLAN IMPORTANT An Avaya System Administrator is responsible for all procedures in the Avaya environment. All procedures in the Avaya environment are by recommendation only!

In an AES environment, the AES administrator must prepare the AES-CTI link connections. Below is a brief overview of the procedures that must be performed by the administrator. Before you begin, make sure that you are using AES Version 3.0 or higher with the latest service pack.

Configure the Switch on AES The administrator must define a switch via the OAM and in the Communication Manager Avaya Site Administration. The switch must be named and assigned an IP address and password. The password of the switch must be identical to the password assigned to the AES service in the Communication Manager. After the switch is configured, the administrator should verify that the AES-switch connection is active. Figure 3-1

OAM: Define and Configure the Switch

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Preparing the AES environment for CVLAN

Figure 3-2

OAM: Switch Connections Summary

Configuring the AES on the ACM Configure IP services to activate the transport link between AE Services and Communication Manager. To configure IP services: 1. In the Avaya Site Administration, type change ip-services.

Communication Manager displays the IP SERVICES form. 2. Complete Page 1 of the IP SERVICES form, as follows: a.

In the Service Type field, type AESVCS.

b. In the Local Node field type <nodename> where <nodename> is the name of the CLAN

board. c.

In the Local Port field, accept the default (8765) unless you need to change it. NOTE: If you are adding more than one CLAN for AE Services, repeat Step 2 for each CLAN you add.

3. Complete Page 3 of the IP SERVICES form, as follows: a.

In the AE Services Server field, type the of the AE Server. For example, AVAYA-AES. NOTE: On the AE Server you can obtain this name by typing uname -n at the command prompt. The name you use on Communication Manager must match the AE Server name exactly.

b. In the Password field, create a password that consists of 12 to 16 alphanumeric

characters. NOTE: This is the password that the AE Services CTI OAM Administrator must set on the AE Server (Administration > Switch Connections > Edit Connection > Set Password). The passwords must match exactly on both Communication Manager and the AE Server. c.

Set the Enabled field to y.

See the following figures. Chapter 3: Preparing the Avaya Environment NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Preparing the AES environment for CVLAN

Figure 3-3

Configuring IP Services in Communication Manager (1)

Figure 3-4

Configuring IP Services in Communication Manager (2)

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Preparing the AES environment for CVLAN

Define the CTI Link A CTI link must be defined in the Communication Manager via the Avaya Site Administration. For CVLAN, the link should be an ASAI-IP link. Figure 3-5

Communication Manager: Change CTI Link

Configure the CTI Link Connection The administrator must configure a CTI link via the AES OAM Admin. The Switch CTI Link Number must be the same link number defined in the Communication Manager. The client Signal must be used in the configuration of the integration driver. The IP address of the NICE Interaction Center (where the driver is running) must be defined as a client. Figure 3-6

OAM: Add CVLAN CTI Link

Must match the link used in the driver integration

Must match the link used in the Communication Manager

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Preparing the AES environment for CVLAN

Figure 3-7

OAM: CVLAN Links: Define the IP Address of the NICE Interaction Center as a Client

Type the IP address of the NICE Interaction Center and click Add Client

Verify the CTI Link After the CTI link is configured, the administrator should verify that the AES-CTI link connection is active and in a Talking state. To verify the CTI link: 1. From the AES OAM Administration, select Status and Control > Switch Conn Summary > Per Service Connections Details. 2. Check the Connection State for the relevant AES-CTI link connection. Figure 3-8

OAM: Verify Talking State

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4 Integrating Avaya CVLAN with NICE Perform This chapter describes the procedures for integrating the Avaya CVLAN and AES Servers with NICE Perform Release 3. IMPORTANT You must install and configure the Avaya CVLAN or AES Server before you install and configure the NICE Perform integrations.

Contents

Installing the CVLAN Client on the NICE Interaction Center ...................................... 50 Before You Begin the Integration.................................................................................. 52 Configuring the CTI Interface ........................................................................................ 54 Configuring the Connection Manager .......................................................................... 66 Creating the Switch Driver............................................................................................. 70 Installing the Switch Driver............................................................................................ 81

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Installing the CVLAN Client on the NICE Interaction Center

Installing the CVLAN Client on the NICE Interaction Center IMPORTANT The AES CVLAN Client is installed regardless of which CVLAN Server is used. If you try and install another CVLAN Client, the integration will not run. The AES CVLAN Client must be version 3.1.x.

NOTE: It is recommended that an Avaya System Administrator be present during the installation to assist with this phase of the installation.

The CVLAN client must be installed on the NICE Interaction Center. To install the CVLAN client: 1. Insert the CVLAN Client Installation CD into your CD drive. 2. Navigate to Avaya CM\Application Enablement CVLAN Service CTI and double click the setup.exe file to execute it. The CVLAN wizard Welcome window starts. Figure 4-1

CVLAN Wizard - Welcome

3. Click Next. The Choose Destination Location window appears.

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Installing the CVLAN Client on the NICE Interaction Center

Figure 4-2

CVLAN Wizard - Choose Destination Location

4. Select the appropriate destination folder and then click Next. The CVLAN client is installed

and the following window appears. Figure 4-3

CVLAN Wizard - Question

5. Click Yes/No, as required. The Installation Complete window appears. Figure 4-4

CVLAN Wizard - Installation Complete

6. Click Finish. The CVLAN client installation is complete.

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Before You Begin the Integration

Before You Begin the Integration CVLAN Server Before installing the switch driver, refer to Preparing the Avaya Environment on page 43.

CVLAN Client CVLAN Client should be AES 3.1.x (refer to Installing the CVLAN Client on the NICE Interaction Center on page 50).

Configuration Information To configure the NICE Perform Integrations, you run a series of configuration wizards. Each configuration wizard requires you to enter some information. Before running the configurations wizards, you must obtain the necessary information for each of the following configuration wizards:

CTI Interface Configuration The CTI Interface defines the actual CTI server to which the system will integrate. For every Interface, a switch is configured. This is the physical server on which the Interface is installed. More than one Interface may be installed on the same switch, so when configuring the Interface, the correct switch must be defined. Before proceeding with Configuring the CTI Interface on page 54, have ready the following information:

•

CVLAN Server IP Number

•

Signal Number

•

The NICE Interaction Center IP is defined as a client in the CVLAN Administration.

•

CVLAN Server and the NICE Interaction Center are on the same segment on the LAN.

•

If free seating environment or Agent ID information is needed: Expert Agent Selection (EAS) software is installed on the switch. This is needed even for simple agent login into the PBX.

•

Ensure you have the following information:

•

Stations

•

ACDs

•

VDNs

•

IVR numbers

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Before You Begin the Integration

Connection Manager Configuration The Connection Manager is used for creating and maintaining the CTI link. The connection manager is used as a pipeline for transferring information between the Interface and the driver/s once the link is established. One Connection Manager can be used to connect to several Interfaces and can have several drivers. Before proceeding with Configuring the Connection Manager on page 66, have ready the IP address or Host Name where the Connection Manager is installed.

Switch Driver Configuration The driver is used to get the actual events from the Interface via the Connection Manager. When the driver receives these events, they are filtered and translated into CAPI commands (start call, end call) or discarded, according to the system configuration (recording rules, CTI analysis installed, and so on). Before proceeding with Creating the Switch Driver on page 70, have ready the IP address or Host Name where the Switch Driver is installed.

SNMP Service Before installing the switch driver make sure that the SNMP Service is installed on your computer.

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Configuring the CTI Interface

Configuring the CTI Interface You begin the NICE Perform configurations by configuring the CTI Interface. To configure the CTI Interface: 1. Log in to the NICE Perform Applications Suite. 2. From the Accessories menu, choose System Administrator. Figure 4-5

Accessories Menu

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode. 3. Set the System Administrator to Technician Mode: a. In the Organization Tree, select the Organization branch.

b. Mark the Technician Mode checkbox and click Save

.

4. In the Organization tree, under Master Site > CTI Integrations, choose CTI Interfaces.

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Configuring the CTI Interface

Figure 4-6

CTI Interfaces

5. From the Actions menu, choose New CTI Interface. Figure 4-7

Actions Menu

The Set New CTI Interface Wizard starts.

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Configuring the CTI Interface

Figure 4-8

Introduction Window

6. Click Next.

The General Interface Information window appears. Figure 4-9

General Interface Information Window

7. To set the CTI Interface: a. From the Telephony switch drop-down list, choose Avaya CM. b. From the CTI Interface drop-down list, choose CVLAN. Chapter 4: Integrating Avaya CVLAN with NICE Perform NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Configuring the CTI Interface

c. Click Apply.

The Name and Physical Switch fields become enabled and the Create button appears. Figure 4-10

General Interface Information Window

Create Button

8. In the Name field, type a name for the interface.

•

To create a new physical switch, continue with step number 9.

•

To use an existing switch, continue with step number 13.

9. Click the Create button.

The New Physical Switch window appears. Figure 4-11

New Physical Switch Window

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10. To create a New Physical Switch:

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In the Switch Name field, type a name for the switch.

•

In the Physical Switch ID field, enter a switch ID.

•

In the CLS Reporting Type field, choose CTI.

11. To enable non-standard CLS login options, mark the following checkboxes:

•

To the same station again - allows agents to log in to the same workstation more than

once.

•

To more than one station - allows agents to log in to more than one workstation.

•

To a station another agent is logged into - allows more than one agent to log in to one

workstation. NOTE: It is recommended to mark all three Agent Logon Modes. 12. Click OK.

The General Interface Information window reappears. 13. Choose a switch from the Physical Switch drop-down list and click Next.

The Switch Connection and Additional Information window appears. Figure 4-12

Switch Connection and Additional Information Window

Click to expand

14. Click the Expand arrow

to expand the Switch Connection Details row.

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Configuring the CTI Interface

Figure 4-13

Switch Connection and Additional Information Window

15. In the Name column, double-click a parameter.

The Switch Connection Parameter window appears. Figure 4-14

Switch Connection Parameter Window

16. In the Value field, type a value and click OK. 17. If you change the default value in the parameter UseWarmStandBy from No to Yes, you will also have to define values for SecondarySwitchAddress and SecondarySignal

parameters. NOTE:

You can also create and add additional parameters by clicking the Add button.

18. It is recommended to accept the existing defaults for the CTI Interface Additional Switch Parameters.

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Configuring the CTI Interface

If you need to define existing parameters or to create new ones, see CTI Interface - Additional Switch Parameters on page 134. 19. Click Next.

The Switch Devices Configuration window appears. Figure 4-15

Switch Devices Configuration Window

20. Click the arrow

to expand Available Devices.

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Configuring the CTI Interface

Figure 4-16

Switch Devices Configuration Window

•

To add a single device, continue with steps number 21 to 24.

•

To add a range of devices, continue with steps number 25 to 27. NOTE: You can also add devices from existing .txt files using the Import button. For details see Importing Text Files on page 136.

21. To add a single device, click the Add button.

The Available Device window appears.

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Configuring the CTI Interface

Figure 4-17

Available Device Window

22. In the Device Number field, enter the number you want to assign to the device. 23. From the Device Type drop-down list, choose a device. The devices supported by the Avaya

Communication Manager and Media Server switch are:

•

Extension

•

ACD (hunt group)

•

VDN

•

IVR NOTE:

•

When monitoring the IVR, you will receive IVR records. These records are not usually needed. If you do not want to receive additional IVR records, do not choose this option.

•

If you do not monitor the IVR, you will receive wrong directions in the following scenario: A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The call between the Customer and the Agent will receive the direction outgoing, instead of incoming.

24. Click OK.

The Switch Devices Configuration window reappears.

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Configuring the CTI Interface

Figure 4-18

Switch Devices Configuration Window

To add a range of devices, continue with step number 25, otherwise continue with step number 28. 25. To add a range of devices, click

.

The Available Devices Add Range window appears. Figure 4-19

Available Device Add Range Window

26. To add a range of devices: a. In the Start at device number field, choose the starting number. b. In the Number of devices to add field, choose the number of devices you want to add. Chapter 4: Integrating Avaya CVLAN with NICE Perform NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Configuring the CTI Interface

c. From the Device Type drop-down list, choose a device. The devices supported by the

Avaya Communication Manager and Media Server switch are:

•

Extension

•

ACD

•

VDN

•

IVR

NOTE:

•

When monitoring the IVR, you will receive IVR records. These records are not usually needed. If you do not want to receive additional IVR records, do not choose this option.

•

If you do not monitor the IVR, you will receive wrong directions in the following scenario: A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The call between the Customer and the Agent will receive the direction outgoing, instead of incoming.

27. Click OK.

The Switch Devices Configuration window reappears. 28. Click Next. 29. The Summary window appears. Figure 4-20

Summary Window

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The Summary window displays the CTI Interface name and ID, and the switch type that you defined. 30. Click Finish to create the CTI Interface.

The System Administrator page reappears. Confirm the new CTI Interface appears in the list of CTI interfaces. Figure 4-21

NOTE:

System Administrator Window

For details pertaining to maintaining or changing the CTI Interface or any of its definitions, refer to the NICE Perform System Administrator’s Guide.

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Configuring the Connection Manager

Configuring the Connection Manager After configuring the CTI Interface, you must configure the Connection Manager to the CVLAN link you created in the CTI Interface. IMPORTANT To configure the Connection Manager, you must have permission to work in Technician Mode (see steps 1 through 3 on page 54). You do not need Technician Mode privileges to view information.

To configure the Connection Manager: 1. In the Organization tree, under Master Site > CTI Integrations, choose Connection Managers. Figure 4-22

Connection Managers

2. From the Actions menu, choose New Connection Manager. Figure 4-23

Actions Menu

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Configuring the Connection Manager

Figure 4-24

Introduction Window

3. Click Next.

The General Information window appears. Figure 4-25

General Information Window

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Configuring the Connection Manager

4. In the Name field type a name for the Connection Manager. 5. Accept the default port number 62094. 6. In the ID field enter the ID number you want to give to the Connection Manager. 7. In the Location area, select either the IP Address or the Host Name of the computer on

which the Connection Manager is located and type in the relevant values. 8. It is recommended to accept the existing defaults for the Connection Manager Reporting Levels. If you need to make changes, see Reporting Levels on page 138. 9. It is recommended to accept the existing defaults for the Connection Manager Additional Parameters. If you need to define existing parameters or to create new ones, see Connection

Manager - Additional Parameters on page 141. 10. Click Next.

The Connection Manager Switches window appears. Figure 4-26

Connection Manager Switches Window

All available CTI Interfaces are listed in the Available Interfaces area. 11. Select the Interface(s) you want to attach and click the arrow to transfer the Interface(s) to the Attached Interfaces area. 12. It is recommended to accept the existing defaults for the Configure Connection Manager Interface Parameters.

If you need to define existing parameters or to create new ones, see Connection Manager Interface Parameters on page 143. 13. Click Next.

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Configuring the Connection Manager

Figure 4-27

Summary Window

14. The Summary window displays the Connection Manager name and ID. Click Finish to create

the Connection Manager. The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers. NOTE:

For details pertaining to maintaining or changing the Connection Manager or any of its definitions, refer to the NICE Perform System Administrator’s Guide.

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Creating the Switch Driver

Creating the Switch Driver After configuring the Connection Manager, you create the switch driver and connect it to the Connection Manager. IMPORTANT To create the Switch Driver, you must have permission to work in Technician Mode (see steps 1 through 3 on page 54). You do not need Technician Mode privileges to view information.

To create the switch driver: 1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers. Figure 4-28

Drivers

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Creating the Switch Driver

2. From the Actions menu, choose New Driver. Figure 4-29

Actions Menu

The Set New Driver Wizard starts. Figure 4-30

Introduction Window

3. Click Next.

The General Information window appears.

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Creating the Switch Driver

Figure 4-31

General Information Window

4. In the Name field type the name you want to give to the switch driver.

In the ID field enter the ID number you want to give to the switch driver. 5. In the Driver’s Location area, select either the IP Address or the Host Name of the

computer on which the NICE Integrations are installed. 6. Click to expand the Attach CLS row.

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Creating the Switch Driver

Figure 4-32

General Information Window

All available CLS Servers are listed in the Available CLS area. 7. Select the CLS Server(s) you want to attach and click the arrow to transfer the CLS Server to the Attached CLS area. 8. It is recommended to accept the existing defaults for the Reporting Levels. If you need to

make changes, see Reporting Levels on page 138. 9. It is recommended to accept the existing defaults for the new Additional Driver Parameters.

If you need to define existing parameters or to create new ones, see Switch Driver - Additional Parameters on page 145. 10. Click Next.

The Attach Connection Manager and Switches window appears.

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Creating the Switch Driver

Figure 4-33

Attach Connection Manager and Switches Window

Mark checkbox for the CTI Interface

11. Mark the checkbox for the CTI Interface you want to attach to this driver. NOTE: When you mark the checkbox for the CTI Interface, the checkbox for the corresponding Connection Manager automatically becomes marked as well. You cannot mark the checkbox of the Connection Manager by itself. 12. Double-click the CTI Interface you want to attach to this driver.

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The Driver - Interface Configuration window appears. Figure 4-34

Driver - Interface Configuration Window

13. To define Device Mapping and/or Rejected Devices, you must first define them in the Driver Real Time Plugins window. Expand the Driver Real-Time Plugins row.

The Driver Real-Time Plugins window appears. Figure 4-35

Driver Real-Time Plugins Window

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a. To define Device Mapping, mark DeviceMapping. b. To define Rejected Devices, mark RejectedDevices. 14. Expand the Monitor Devices row. Figure 4-36

Monitor Devices Window

All available devices are listed in the Available Devices area. 15. Select the device(s) you want to monitor and click the arrow to transfer the device(s) to the Monitored Devices area. 16. If you do not want to define Device Mapping and/or Rejected Devices, continue with step 26. 17. If you want to define Device Mapping and/or Rejected Devices, continue with step number 18. 18. If you marked Device Mapping, expand the Device Mapping row.

The Devices Mapping window appears.

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Figure 4-37

Devices Mapping Window

•

To add a single device, continue with step number 19.

•

To add a range of devices, continue with steps number 21 to 26. NOTE: You can also add devices from existing .txt files using the Import button. For details see Importing Text Files on page 136.

19. To add a single device, click the Add button.

The Device Mapping - Add window appears. Figure 4-38

Device Mapping - Add Window

a. In the Map From Device field, enter the device number you want to map from. b. In the Map To Device field, enter the device number you want to map to. c. Click OK. 20. To add a range of devices, continue with step 21, otherwise continue with step 26. 21. To add a range of devices, click

.

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The Device Mapping - Add Range window appears. Figure 4-39

Device Mapping - Add Range Window

a. Enter a value in the Start ‘Map From’ Device field. b. Enter a value in the Number of devices to be mapped field. c. Enter a value in the Start ‘Map To’ Device field. d. Click OK. 22. If you marked the Rejected Devices, expand the Rejected Devices row, otherwise procede to

step 27. The Rejected Devices window appears. Figure 4-40

•

Rejected Devices Window

To define a single device you do not want to record, continue with step number 23. Chapter 4: Integrating Avaya CVLAN with NICE Perform

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Creating the Switch Driver

•

To define a range of devices you do not want to record, continue with steps number 24 to 26. NOTE: You can also add devices from existing .txt files using the Import button. For details see Importing Text Files on page 136.

23. To define a single device you do not want to record, click the Add button.

The Rejected Device - Add window appears. Figure 4-41

Rejected Device - Add Window

a. In the Device field, enter the device number you do not want to record. b. Click OK.

To define a range of devices you do not want to record, continue with step 24, otherwise continue with step 26. 24. To define a range of devices you do not want to record, click

.

The Rejected Devices - Add Range window appears. Figure 4-42

Rejected Devices - Add Range Window

a. Enter a value in the Start at device number field. b. Enter a value in the Number of devices to add field. c. Click OK. 25. It is recommended to accept the existing defaults for the Additional Driver Switch Parameters. If it is necessary to define existing parameters or to create new ones, see Driver

Interface - Additional Parameters on page 147. 26. Click OK.

The Attach Connection Manager and Switches window reappears. 27. Click Next.

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Creating the Switch Driver

Figure 4-43

Summary Window

The Summary window displays the switch driver name and ID. 28. Click Finish to create the new switch driver.

The System Administrator page reappears and the new switch driver appears in the list of switch drivers. NOTE:

For details pertaining to maintaining or changing the switch driver or any of its definitions, refer to the NICE Perform System Administrator’s Guide.

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Installing the Switch Driver

Installing the Switch Driver After performing all the above configurations, you now install the switch driver on the NICE Interactions Center server. NOTE: It is preferable to install the switch driver now and NOT before the configuration.

To install the switch driver: 1. Insert the NICE Perform CTI Integration Suite Installation CD in the CD-ROM drive. 2. Navigate to the Switch Driver installation program and double-click Setup.exe.

The NICE Perform CTI Wizard starts. Figure 4-44

NICE Perform CTI - InstallShield Welcome Window

3. Click Next.

The Choose Destination Location window appears.

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Installing the Switch Driver

Figure 4-45

Choose Destination Location Window

4. Accept the default path, or, if you want to change the folder in which you want to install the integration files, click Browse, and navigate to the desired folder. 5. Click Next. The Select Integrations window appears. Figure 4-46

Select Integrations Window

Expand Avaya CM

Mark CVLAN

6. Expand Avaya CM, then mark CVLAN. Chapter 4: Integrating Avaya CVLAN with NICE Perform NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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Installing the Switch Driver

7. Click Next.

The System Administrator Server Location window appears. Figure 4-47

System Administrator Server Location Window

Type the System Administrator server Port number 62070 appears by default.

•

In the IP/Name field, type the IP address or the Server (Computer) Name of the System Administrator server.

•

In the Port field, type the location of the System Administrator service. The associated Port number (62070) appears by default.

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Installing the Switch Driver

8. Click Next.

The Setup Type window appears. Figure 4-48

Setup Type Window

Select the relevant system account

9. If your site is configured for network user account, leave the default setting, Network User Account, and continue with Step 11. 10. If you need to configure for a local system account, select Local System Account and

continue with Step 19 on page 87. 11. Click Next.

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Installing the Switch Driver

The Network User Account setup window appears. Figure 4-49

Network User Account Setup Window

•

To define an existing network user, continue with Step 12.

•

If no user exists or to add an additional new user, continue with Step 18.

12. In the User name area, click Browse.

The Browse for a User Account window appears. Figure 4-50

Browse for a User Account Window

13. In the Domain or server area, click Browse.

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Installing the Switch Driver

The Select a Domain or Server window appears. Figure 4-51

Select a Domain or Server Window

14. Select a domain or server, and click OK. 15. In the Browse for a User Account window (see Figure 4-50), in the User name area, click Browse.

The Select a User Name window appears. Figure 4-52

Select a User Name Window

16. Select a user name, and click OK.

The Network User Account setup window reappears. 17. In the Network User Account setup window, in the Password field, type the password

provided by the site administrator. 18. If no user exists or to add an additional new user, click New User.

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Installing the Switch Driver

The New User Information window appears. Figure 4-53

•

New User Information Window

Complete all fields and click OK.

19. Click Next.

The Start Copying Files window appears. Figure 4-54

Start Copying Files Window

Verify that the list is correct. 20. Click Next.

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Installing the Switch Driver

The Setup Status window appears as the installation program installs the switch driver. Figure 4-55

Setup Status Window

As part of the installation, the installation program automatically shuts down and then restarts the SNMP service. Figure 4-56

SNMP Service Message

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Installing the Switch Driver

Upon completion, the InstallShield Wizard Complete window appears. Figure 4-57

InstallShield Wizard Complete Window

21. Click Finish. The Integration package is installed.

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Blank page for double-sided printing.

5 Troubleshooting This section provides troubleshooting scenarios and their solutions. TIP: If you need to send a problem to Customer Support at NICE, prepare all the necessary information. See Open Case Procedure on page 92.

Contents

Open Case Procedure .................................................................................................... 92 Missing Login/Logout Error........................................................................................... 93 Missing VDN Information in Database.......................................................................... 94 Failed to Monitor Device ................................................................................................ 94 Open Connection Failure ............................................................................................... 95 Monitor End Event is Received ..................................................................................... 95 ISDN Trunk - Alerting Event........................................................................................... 96 Calls Are Reported With The Wrong Direction ............................................................ 96 Connection Manager and Driver Fail to Connect to the AES ..................................... 97 AES Environment: General Troubleshooting Tips ...................................................... 98

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Open Case Procedure

Open Case Procedure If you need to send a problem to Customer Support at NICE, prepare the following information:

•

The entire Integration folder compressed as a .zip file.

•

Recording environment.

•

Version of NICE Interaction Center plus current SP.

•

Resources information (VDN, ACD, Station, Voice Mail and so on).

•

A description of the problem and specific scenarios if relevant (including Call ID, scenario, time of call, the devices involved in the problematic scenario and so on).

•

The output file generated by NICE Events Spy (see NICE Events Spy on page 102).

•

Run the Debug Services and send the ctibinary.txt and ctitext.txt files for analysis (see NICE Debug Service on page 107.) TIP: When sending the Nice Events Spy output file, the CTI_Logs and/or the Debug Service, it is recommended to activate the tool before restarting the driver. This will provide all traces and a more complete picture.

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Missing Login/Logout Error

Missing Login/Logout Error IMPORTANT During startup, when the driver initializes, the driver queries the Call Server for monitored devices. For each device that is currently logged in to the switch, the driver creates a Login event. The driver sends these Login events to the Call Server. There are no corresponding Logout events for these Login events. This is the normal behavior of the driver. Problem:

The CLS did not receive login or logout events from the agent in real-time. Solution:

Monitor the ACD number (hunt group extension number). Make sure the ACD number is configured under Available Devices. Refer to Creating the Switch Driver, Step 14.

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Missing VDN Information in Database

Missing VDN Information in Database Problem

In the nice interactions database, the VDN column remains empty. Solution

Add the VDN number to the monitored devices list. To do this: 1. In the System Administrator, verify that you are working in Technician mode: In the Organization tree, click Organization. Then mark the Technician Mode checkbox and click Save. 2. In System Administrator, in the Organization tree, under Master Site > CTI Integrations, expand CTI Interfaces. 3. Select the relevant CTI Interface, and click the Devices tab. 4. Expand the Available Devices area, and click Add. 5. Add the VDN number. 6. Click OK and Save. 7. Check if the VDN information is reported in the Called Device field in the Delivered or Established events.

Refer to Creating the Switch Driver, Step 14.

Failed to Monitor Device Problem:

A device was not monitored successfully. Solution:

•

Check the device configuration on the switch.

•

Locate the error on the Connection Manager Log. This should provide you with an understanding of the error that occurred. The error is either reported with an associated cause or as an error number.

•

Check that there are no other processes (other CTI Servers or applications) monitoring the device.

•

Check that the device status on the switch is in-service.

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Open Connection Failure

Open Connection Failure Problem:

The Connection Manager cannot open a connection to the switch. Solution:

(Start checking in the following order)

•

Check the physical and network connections.

•

Check if the CVLAN client and CVLAN Interface configured on the AES server exist.

•

Check if the CVLAN Interface configured on the AES server is running.

•

Check the ASAI-IP link.

•

Locate the error on the Connection Manager Log. This should provide you with an understanding of the error that occurred. The error is either reported with an associated cause or as an error number.

Monitor End Event is Received Problem:

The Monitor End event is received (Event Monitor End Received) when the CVLAN Interface configured on the AES server cannot receive events for a specific device. This usually indicates that a device was deleted in the switch or a CVLAN Interface configured on the AES server failure occurred. Solution: 1. Check the device configuration in the switch. 2. Check that the CVLAN Interface configured on the AES server is running. To do this: a.

In the OAM, navigate to Status and Control > Switch Conn Summary.

b. Click Per Service Connection Details. c.

Check that the Connection State for the link is Talking.

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ISDN Trunk - Alerting Event

ISDN Trunk - Alerting Event Problem:

A trunk with PRI facility (ISDN Trunk), the Alerting Event will contain (#####). Solution:

Once the call is connected, the value can be updated if the trunk or facility is properly administered.

Calls Are Reported With The Wrong Direction Problem:

Calls are reported as Tandem or outgoing in the CallServer, although the calls are normal incoming calls from a customer to an agent. Solution: 1. The parameter MaxLenOfInternalDevice from the Avaya TSAPI CTI Interface plug-in may

not contain the correct value. This parameter should contain the maximum length of the agent’s extensions, the default value is 6. In case the site agent’s extensions are higher than 6, you should update this parameter respectively, otherwise the agent’s extensions will be reported as type trunk instead of station and the direction of the call will be wrong. 2. Check the parameters TreatType20As and TreatType40As: from the Avaya TSAPI CTI

Interface plug-in in the system administrator. The device type 20 is considered as Trunk by default and device type 40 is considered as Station by default. If in the customer site the agent’s extensions are reported with device type 20, they will be recognized as trunk and not station and the direction will be wrong. In this case you should update this parameter from trunk to station in the system administrator. The same procedure should be repeated for the TreatType40 parameter.

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Connection Manager and Driver Fail to Connect to the AES

Connection Manager and Driver Fail to Connect to the AES Problem:

NICE Connection Manager failed to open connection to the Avaya CVLAN server. Solution:

The CVLAN Client IP is configured on the CVLAN server. Therefore, if trying to connect via the DHCP IP the server will not accept the client. 1. To resolve this, the client must use the static IP address to connect to the server. 2. In the event that the Connection Manager has more than one NIC card, the static IP network

card must be set as the default network card.

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AES Environment: General Troubleshooting Tips

AES Environment: General Troubleshooting Tips In an AES environment, verify the following details when troubleshooting communication problems. 1. Verify the AES version in the site. Refer to the Integration Description Document (IDD). 2. Verify that the AES is communicating with the switch. a.

In the OAM, navigate to Status and Control > Switch Conn Summary.

b. Verify that the Conn Status is Talking. Figure 5-1

OAM: Switch Connections Summary

3. Verify that the CVLAN link is communicating. a.

Click

. The Per Service Connection Details appear.

b. Check that the Connection State for the link is Talking. Figure 5-2

OAM: Per Service Connections Details

4. Verify that the IP address of the AES for client connectivity is defined (the IP address of one network card). The client connectivity cannot be defined as Any (meaning any network card). CVLAN does not support the option Any.

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AES Environment: General Troubleshooting Tips

Figure 5-3

OAM: Local IP

NOTE: When a site is configured with two separate NIC, the two IP addresses could appear here. One IP address is configured to reside on the NIC designated for the Switch connection and the other IP address is configured to reside on the NIC designated for the Client connection. Ensure that you select the correct IP address. 5. Verify host connectivity as follows: a.

From the menu bar, click Ping host. The Ping Host/IP page appears.

Figure 5-4

Avaya OAM - Ping Host/IP Page

b. In the Host/IP field, type the IP address of the C-LAN board and click Ping. If the ping is

successful, the system displays a message indicating a packet size and packet count.

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Client Cannot Connect to CVLAN Server

Client Cannot Connect to CVLAN Server •

Verify that the IP address of the CVLAN for client connectivity is defined (the IP address of one network card). The client connectivity cannot be defined as Any (meaning any network card). CVLAN does not support Any. NOTE: When a site is configured with two separate NIC, the two IP addresses could appear here. One IP address is configured to reside on the NIC designated for the Switch connection and the other IP address is configured to reside on the NIC designated for the Client connection. Ensure that you select the correct IP address. Figure 5-5

OAM: Local IP

client connectivity

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6 NICE Testing and Debugging Tools This chapter describes several NICE testing and debugging tools which enable you to troubleshoot your site. Use the different tools to help you isolate problems.

Contents

NICE Events Spy ...........................................................................................................102 NICE Debug Service .....................................................................................................107 Connection Manager Monitor ...................................................................................... 113 Log Manager System ................................................................................................... 119 CAPI Spy........................................................................................................................123 CTi Console Viewer ......................................................................................................129 NOTE: All these tools should only be used by authorized personnel and in conjunction with NICE Systems.

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NICE Events Spy NICE Events Spy enables you to trace events after they were transferred from the PABX to the Connection Manager, enabling you to detect bugs or malfunctions. WARNING Using the NICE Events Spy can greatly increase the load on your system. The UseSpy parameter default is therefore No. Using the NICE Events Spy and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

Setting Up the Events Spy The NICE Events Spy tool is part of the NICE Perform Applications Suite. To set up the NICE Events Spy Tool: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode. 2. Set the System Administrator to Technician Mode: a.

In the Organization Tree, select the Organization branch.

b. Mark the Technician Mode checkbox and click Save

.

3. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Choose the Connection Manager for which you want to set up the NICE Events

Spy tool. 4. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.

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NICE Events Spy

Figure 6-1

Interfaces Tab

Double-click UseSpy

5. Double-click the UseSpy parameter. The Set Parameter Value window appears. Figure 6-2

Set Parameter Value Window

6. From the Value drop-down list, choose Yes and click OK. 7. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears. Figure 6-3

Set Parameter Value Window

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NICE Events Spy

8. In the Value field, type the name of the mailslot that you want to use in conjunction with

NICE Events Spy. TIP: It is recommended to use a short name. 9. Click OK. NOTE: If the Connection Manager is running, you should restart it after setting these definitions.

Receiving Events You should set up the Events Spy so that you can receive events. To use NICE Events Spy: 1. On the Interaction Center server, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears. Figure 6-4

Events Spy Window

Event Type Column

2. From the Connections menu, choose Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears. Figure 6-5

Events Spy - Mailslot Name Window

3. Type the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK. Chapter 6: NICE Testing and Debugging Tools NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure 6-4.

Saving Events NICE Events Spy enables you to:

•

Create and save events in an active log file.

•

Save all current events.

•

Save selected current events.

You can save the files in either .xml or .bin formats. Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file until you close it. To save events in a log file: 1. From the File menu, choose Log to File. 2. To create a log file using the .xml format, click Log to XML File. To create a log file using the .bin format, click Log to Binary File. The Save as window appears. 3. Save the file in any convenient location. NOTE: To view the contents of any of the log files you created, from the File menu click Open Log File. Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the Event Type column. To save current events: 1. From the File menu, choose Save Current Events to File. 2. To create a file using the .bin format, click Save all Events to Binary File. To create a file using the .xml format, click Save all Events to XML File. The Save as window appears. 3. Save the file in any convenient location.

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Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that currently appears in the Event Type column. To save selected current events: 1. Select the events you want to save, clicking the events while holding down the key. 2. From the File menu, choose Log to File. 3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To create a file using the .xml format, click Save Only Selected Events to XML File. The Save

as window appears. 4. Save the file in any convenient location.

Setting up the SimCTILink Tool The SimCTILink tool simulates the transfer of events to the Connection Manager as if they originated in the PABX. This enables you to save and analyze them without having to actually use the PABX itself. WARNING Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be performed only by authorized personnel. DO NOT attempt to use this tool on your own. You must therefore leave the parameter default value as No unless specifically instructed to do so by NICE Customer Support. Sending Events WARNING You can send events to NICE Systems using the Events Spy window. Sending events is only done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer Support.

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NICE Debug Service

NICE Debug Service The Debug Service enables you to gather data critical for solving problems stemming from the transfer of events between the switch and the Connection Manager. IMPORTANT Do not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination with NICE Systems to gather the data as described below, and then send it to NICE Customer Support for assistance.

This section includes the following topics:

•

Setting Up the NICE Debug Service

•

Accessing the NICE Debug Service

Setting Up the NICE Debug Service The Debug Service enables developers and customer support personnel to reproduce problematic scenarios. WARNING Using the Debug Service can greatly increase the load on your system. The DebugServiceMode parameter default is therefore Idle. Using the Debug Service and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

To set up the Debug Service: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode. 2. Set the System Administrator to Technician Mode:

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NICE Debug Service

a.

In the Organization Tree, select the Organization branch.

b. Mark the Technician Mode checkbox and click Save

.

3. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Choose the Connection Manager for which you want to set up the Debug Service. 4. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters. Figure 6-6

Interfaces Tab

Double-click DebugServiceMode

5. Double-click the DebugServiceMode parameter. The Set Parameter Value window appears. Figure 6-7

Set Parameter Value Window

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NICE Debug Service

6. From the Value drop-down list, choose either Record or Debug (see following table) and click OK. 7. Define the Debug Service parameters according to the following table: NOTE: You can also create and add additional parameters by clicking Add. Table 6-1: Debug Service Parameters Parameter Name

Description

Default Value

DebugServiceMode

• •

Idle - the Debug Service is disabled.

Idle

•

Debug - the CTI Interface receives events, requests, and responses directly from the Debug Service (to be used only by NICE System personnel in lab environments).

•

Orignl_Intrvls - retains the original intervals Single_step between events that were used by the switch.

•

Fixed_Intrvls - events are transferred to the link at fixed intervals, which are defined in the FixedTimeInterval parameter.

•

Single_Step - events are transferred upon user input.

DebuggingMode

Record - the CTI Interface records every event, request, and response.

NOTE: This parameter is activated only when you activate the DebugServiceMode. RecordingMode

•

Asynchronous Asynchronous - synchronization of the requests and responses by the InvokeID is defined by the switch. Not applicable to TAPI.

•

Semi_Synchronous - synchronization of the requests and responses by the InvokeID is defined by the Debug Service. Not applicable to TAPI.

•

Simple - No synchronization is performed.

NOTE: This parameter is activated only when you activate the DebugServiceMode.

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Table 6-1: Debug Service Parameters (Continued) Parameter Name

Description

Default Value

DebugFilesFldr

Defines the folder in which the files created by the Debug Debug Service are saved. NOTE:

FixedTimeInterval

•

It is highly recommended to delete the contents of the Debug folder before activating the Debug Service.

•

This parameter is activated only when you activate the DebugServiceMode.

•

The files are saved in binary format.

Defines the value when you define Fixed_Intrvls 0 as the value for the DebuggingMode parameter above. NOTE:

• • AvailableDiskQuota

The value is defined in seconds. This parameter is activated only when you activate the DebugServiceMode.

Defines the maximum size allowed on the hard disk for the Debug file you defined in the DebugFilesFldr above.

• •

300

The value is defined in MB. This parameter is activated only when you activate the DebugServiceMode.

8. To activate the Debug Service after you have defined the above parameters, close the

Connection Manager process in the Interaction Center server. The Debug Service is activated when the Dispatch Service automatically restarts the Connection Manager process.

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NICE Debug Service

9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr

above. For each debug session, the Debug Service automatically creates four debug files: e_xxxxxxxxxx.dbg e_xxxxxxxxxx.ndx r_xxxxxxxxxx.dbg r_xxxxxxxxxx.ndx

in which “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the location you defined in the DebugFilesFldr parameter above. IMPORTANT You must send all four Debug files to NICE Customer Support. If any one of the Debug files is missing, the scenario cannot be reconstructed. NOTE: To avoid confusion with any Debug files from previous sessions, it is highly recommended to delete all existing Debug file(s) before activating the Debug Service.

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NICE Debug Service

Accessing the NICE Debug Service NICE Systems provides a utility for viewing the Debug files. You then send the four Debug files to NICE Customer Support. To access the Debug files: 1. In the Interaction Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). 2. In the Tools folder, double-click IntegrationFileSplitter.exe. The Integration File Splitter

window appears. Figure 6-8

Integration File Splitter Window

Drag and drop debug files into the File Details aras.

3. Drag and drop the Debug files into the File Details area. The Debug files and the debug session identifier numbers appear in the File Details area. 4. When necessary, you can open and view the contents of the .dbg files. IMPORTANT Make sure that you send to NICE Customer Support the four debug files that correspond to the debug session ID number.

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Connection Manager Monitor

Connection Manager Monitor The NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager’s tables. It also enables you to verify if:

•

Devices are monitored

•

Monitored devices are filtered and

•

Displays the loaded CTI links

•

Displays connected clients.

Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver.

This section includes:

•

Managing the Connection Manager Monitor

•

Stopping the Connection Manager Monitor

Setting Up the Connection Manager Monitor To set up the Connection Manager Monitor, follow the procedures below. To set up Connection Manager Monitor: 1. In the Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The

Connection Manager Monitor window appears.

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Connection Manager Monitor

Figure 6-9

Connection Manager Monitor Window

2. From the Monitor menu, choose Connect. The Select Connection Manager window appears. Figure 6-10

Select Connection Manager Window

Type the Connection Manager ID of the Interactions Center to which you want to connect

3. Type the Connection Manager ID of the Interactions Center to which you want to connect. Click OK. The Connection Manager Monitor displays the contents of the Connection Manager

tables.

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Connection Manager Monitor

Figure 6-11 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, choose Connect. The

Select Connection Manager window appears. Figure 6-12

Connection Manager Window - Client Menu

Type the Connection Manager ID of the Interactions Center to which you want to connect

5. Type the Connection Manager ID of the Interactions Center to which you want to connect. Click OK.

After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area.

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Connection Manager Monitor

Figure 6-13

Connection Manager Monitor - Client Connection in Clients Area

Client connection

6. From the Client menu, choose Monitor. The Monitor Device window appears. Figure 6-14

a.

Monitor Device Window

In the Device ID field, type the Device ID number of the Connection Manager to which you want to connect.

b. In the Switch ID field, type the Switch ID number. c.

From the Device Type drop-down list, choose the appropriate device type.

d. Click Monitor. The response appears in the Output area.

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Connection Manager Monitor

Figure 6-15

Output Area

IMPORTANT The Connection Manager Monitor window does not continuously refresh the data displayed in the window; it only displays the data current at the time you establish the connection. To update the data displayed in the window, click Update. 7. Click Update. The new Client appears in the Client Device Requests area. Figure 6-16

Connection Manager Monitor - Client Device Requests Area

New Client

Managing the Connection Manager Monitor This section includes the following topics:

•

Stopping the Connection Manager Monitor

•

Disconnecting the Connection Manager Monitor Client Chapter 6: NICE Testing and Debugging Tools

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Connection Manager Monitor

Stopping the Connection Manager Monitor

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client. To stop the Connection Manager Monitor: 1. From the Client menu of the Connection Manager Monitor window, choose Stop Monitor.

The Stop Monitor Device window appears. Figure 6-17

Stop Monitor Device Window

2. Type the Device ID number and the Switch ID of the device you want to stop monitoring. 3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a client. To disconnect the Connection Manager Monitor Client:

•

From the Client menu of the Connection Manager Monitor window, choose Disconnect. The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area.

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Log Manager System

Log Manager System The Log Manager system logs all significant system activity and maintains a log of all data, enabling you to view the history of all relevant system activity. The Log Manager system has four main components:

•

Log Manager

•

Log Manager Services

•

Log Viewer

Log Manager The Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. WARNING Reporting levels may be helpful for troubleshooting. However, making changes to the reporting levels can greatly add to the load on your system. Changing reporting levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.

You can set the reporting levels in any of the integration branches e.g. in the Connection Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or in the New Driver wizards when you initially set up the driver. By default, reporting levels are defined for the following:

•

Console - reports to the standard Console window

•

File - reports to the Log file located in the Integrations installation folder

•

Event Log - reports to the Log files located in the Event Viewer NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.

If necessary, you can also manage the size of the log files, the amount of disk space dedicated to them, and the number of days you wish to keep log files. To define the reporting levels: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

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To add components in the System Administrator, you must work in Technician Mode. 2. Set the System Administrator to Technician Mode:

•

In the Organization Tree, select the Organization branch.

3. Mark the Technician Mode checkbox and click Save

.

4. You can set the Reporting Level in any of the branches, see the examples below:

•

In the Organization tree, expand Master Site > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level. -or-

•

In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

Figure 6-18

Driver Reporting Level Area

Click Edit

5. Choose the desired row and click Edit Figure 6-19

. The Set Reporting Level window appears.

Set Reporting Level Window

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Log Manager System

6. Mark the checkboxes for the reporting levels you want to include and click OK. NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support. 7. In the relevant log field, type the new setting and click Save

.

Log Manager Services The Log Manager’s second module can be found in Services. It consists of two log manager related services:

•

Nice Integration Log Retention

•

Nice Integration Reporting Level Dumper

WARNING You should not change any values in the Registry. All changes should be made through the System Administrator application and be done only by authorized personnel and in conjunction with NICE Customer Support.

Log Viewer The Log Viewer enables you to view the log files and to filter them. You can keep several logs open at the same time.

Filtering Logs

You can filter the logs according to the following criteria:

•

Reporting level: Clear the reporting levels that are irrelevant.

•

Date: Choose the appropriate time range.

•

Module name: Unmark any modules that are irrelevant.

•

Thread ID: Unmark any thread IDs that are irrelevant.

•

Message: Type any relevant message.

To filter a log file: 1. In the Interaction Center, navigate to the Tools folder (the default location is D:\NICECTI\Integrations\Tools). 2. Double-click LogViewer.exe. The Log Viewer window appears.

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Log Manager System

3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer. 4. In the Filter area, mark the relevant filter options. Figure 6-20

Log Viewer Window

Click Filter

5. Click Filter. The filtered logs appear in the Log Viewer window. 6. To save the filtered log file for future reference: from the File menu, choose Save as. The

Save as window appears. 7. Name the filtered log file appropriately.

Searching Logs

The Log Viewer enables you to search for specific text within a specific column or within all columns. The Log Viewer remembers past searches. To search for a specific text value: 1. From the Edit menu, choose Find. The Find window appears. Figure 6-21

Find Window

2. Click the In column drop-down list and choose the relevant search basis. 3. Click Find next.

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CAPI Spy

CAPI Spy The CAPI Spy enables you to monitor all messages sent by the CTI driver to the CLS CAPI (Call Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI driver or in the CLS CAPI server. CAPI Spy has two main components:

•

CAPI Spy Plug-in

•

CAPI Spy Utility

CAPI Spy Plug-in The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System Administrator. Only marked plug-ins are executed by the CTI driver. To set up the CAPI Spy Plug-in: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode. 2. Set the System Administrator to Technician Mode: a.

In the Organization Tree, select the Organization branch.

b. Mark the Technician Mode checkbox and click Save

.

3. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the

relevant driver. 4. Click the Interfaces tab.

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CAPI Spy

Figure 6-22

Drivers > Interfaces Tab

5. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.

The Driver - Interface Configuration window appears. Figure 6-23

Driver - Interface Configuration Window

6. Expand Driver Real-Time Plugins. IMPORTANT You can mark CAPISpy once and then leave it marked, as it has no negative impact on the system.

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CAPI Spy

Figure 6-24

Driver Real-Time Plugins Area

Click the arrows to change the order.

7. Mark the CAPISpy checkbox and click OK. NOTE: It is highly recommended that CAPISpy be the last entry in the Driver Real-Time Plugins list. This enables you to see any changes that may have come about because of other plugins. You can change the order of the drivers by clicking the arrows. After you mark or unmark the CAPISpy checkbox, you must restart the driver before the change will take effect. 8. Click the General tab and expand Additional Driver Parameters. The Additional Driver Parameters area displays. Figure 6-25

Additional Driver Parameters Area

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CAPI Spy

9. Define the CAPI Spy parameters according to the following table: Table 6-2: CAPI Spy Parameters Parameter Name CAPISpyServerPort

Description

Default Value

Port to which the CAPI Spy connects.

7002

NOTE: You should not change the value of this parameter unless there is another third party application that uses this port. If the value is changed, restart the driver. Then configure the CAPI Spy application to connect to the new port. See Changing Connection Details. CAPISpyMessageQueueSize Size of message queue in CAPI Spy server.

50

NOTE: Be careful about setting this to a higher value as it can slow driver performance. 10. Click Save

.

CAPI Spy Utility NICE Systems provides a utility for viewing the CAPI Spy messages in XML format. To set up the CAPI Spy: 1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click CAPISpy.exe. The CAPI Spy window appears. Figure 6-26

CAPI Spy Window

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CAPI Spy

2. From the Connect menu, choose Connect to CTI Driver.

After the CAPI CTI driver and the CAPI Spy utility are connected, the CAPI Spy starts displaying CAPI messages. Figure 6-27

CAPI Spy Window Displaying Messages

NOTE: If the connection is not successful, an error message appears. Contact NICE Customer Support. If the connection is dropped, an error message appears. To reconnect the connection, from the Connect menu, choose Connect to CTI Driver.

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CAPI Spy

Changing Connection Details The CAPI Spy by default connects to the localhost CTI driver on the 7002 port. When port 7002 is used by another third party application, you can change the port. See CAPI Spy Plug-in. To change the connection details: 1. From the Connect menu, choose Change connection details. The Connection Details

window appears. Figure 6-28

Connection Details Window

2. Type the Driver IP Address and the Driver Spy port. 3. Click OK. NOTE: You can also monitor CAPI messages from a different host. In this case, type the IP address of the remote machine. This can seriously overload the network and should be avoided if possible.

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CTi Console Viewer

CTi Console Viewer The CTI Console Viewer enables real-time log tracking of the screens of all integration components installed on the local machine. This application replaces the Console windows in the Reporting Level of the integration process, and provides the user with filtering capability. CTI Console Viewer has a separate window for each integration process. You can view and filter an event, as well as change the reporting level. You cannot do this in the System Administrator. Files are saved automatically in the Log Manager and can be viewed afterwards in the Log Viewer. Figure 6-29

CTI Console Viewer

To open the CTI Console viewer:

•

To open, double-click the icon in the system tray.

-or-

•

Right-click the icon, and select Open NICE CTI Console Viewer.

To open a specific integration process window: 1. From the CTI Modules menu, choose the relevant integration process.

A log window opens and the integration modules installed on the local machine are listed. (This list is updated when you add/remove any integration modules in the System Administrator). Chapter 6: NICE Testing and Debugging Tools NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

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CTi Console Viewer

Figure 6-30

CTI Log Window

NOTE: These reporting levels are only relevant for the CTI Console.

WARNING Reporting levels may be helpful for troubleshooting. However, making changes to the reporting levels can greatly add to the load on your system. Changing reporting levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support. Filtering Messages

You can filter messages in any of the following manners:

•

Reporting level - Clear the checkboxes of the reporting levels that are irrelevant (message

importance).

•

Module name -

Clear the checkboxes of any modules that are irrelevant.

•

Thread ID -

Clear the checkboxes of any Thread IDs that are irrelevant.

To reset the filter: NOTE: The filter is applied to new messages. It does not affect old messages.

•

Click the Reset Filter button. The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset filter option does not affect the reporting level).

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CTi Console Viewer

To clear the screen of messages:

•

Click the Clear Screen button. All the messages are cleared from the screen.

To open the last log file:

•

Click the Open last log file button. The current log file with Log Viewer opens (see Log Viewer section). You can see log messages from the specific modules in real-time as they are displayed.

To change console size and color: 1. From the Options menu, choose Console size.

When the log window is filled with the maximum number of messages, the top rows are automatically deleted. 2. From the Options menu, choose Change color. a. Select a background color. b. Select a color for each reporting level.

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Blank page for double-sided printing.

A CVLAN Additional Parameters CTI Interface - Additional Switch Parameters ............................................................134 Importing Text Files......................................................................................................136 Reporting Levels ..........................................................................................................138 Logger Parameters for Instant Callback.....................................................................140 Connection Manager - Additional Parameters...........................................................141 Connection Manager - Interface Parameters .............................................................143 Switch Driver - Additional Parameters .......................................................................145 Driver Interface - Additional Parameters ....................................................................147

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CTI Interface - Additional Switch Parameters

CTI Interface - Additional Switch Parameters WARNING Changing parameters could have severe effects on your system. Therefore changing the CTI Interface Additional Parameters, or creating new ones, should be done only by authorized personnel.

Additional Parameters for configuring the CTI Interface are located in the Switch Connection and Additional Information window of the CTI Interface wizard (see Configuring the CTI Interface on page 54). Figure A-1 Switch Connection and Additional Information Window

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CTI Interface - Additional Switch Parameters

The following predefined additional parameters appear for the Avaya Communication Manager and Media Server switch: NOTE:

You can also create and add additional parameters by clicking the Add button. Default Value

Parameter Name

Description

HeartBeatTimeOut

Indicates the time (in seconds) that is allowed for 30 the CVLAN server to determine when the client is no longer sending requests or messages and to drop the connection.

LinkFIFOSize

Indicates the size of the FIFOs in the link.

500

TreatUCID

Indicates how to treat the Universal Call ID (UCID).

Yes

Either as a (yes) string value or a (no) value in Hex format. TotalNumOfSwitchDevices

Indicates the number of devices supported by the 5000 link.

TrunkIdentifier

Defines the trunk identifier (that is, the prefix used #.* to identify a trunk number).

MaxLenOfInternalDevice

6 Defines the maximum length (that is, the maximum number of digits) in an internal device.

DefaultDeviceType

Indicates the device type to use in case of an unknown device type.

Station

To change the default values: 1. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears. 2. Enter the desired value in the Value field. 3. Click OK.

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Importing Text Files

Importing Text Files When you configure your CTI Interface(s) as described in Chapter Configuring the CTI Interface on page 54, (see especially the NOTE on page 61), you can save time by importing the device number and the corresponding device type from existing .txt files. NOTE: The file(s) must be in .txt format. If you have existing files in any other format, you must first convert them to .txt format and then perform the procedures described below.

In order to use the Import feature, the .txt file must be formatted as follows:

•

Each line in the .txt file must represent one device.

•

Each line must include both the device number and its corresponding device type.

•

The device number and its corresponding device type must be separated by either a single space or by one tab increment.

To import text files: 1. In the Switch Devices Configuration window, expand the Available Devices row. Figure A-2 Switch Devices Configuration Window

2. Click the Import button.

The Import window appears.

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Importing Text Files

Figure A-3 Import Window

3. If you want to overwrite all the devices that currently appear in the Available Devices window, mark the Clear all existing values checkbox. WARNING By default, the Clear all existing values checkbox is marked. If you want to retain the

devices that are currently listed in the Available Devices window, you must unmark the checkbox. 4. In the Delimiter drop-down list, choose if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment. 5. In the Records separator drop-down list, accept the default New Line. 6. In the Fields order drop-down list, choose if the order in which the device number and its corresponding type that appears in the txt file is Device Delimiter Device Type (that is, first the device number followed by the device type), or Device Type Delimiter Device (that is,

first the device type followed by the device number). 7. In the Import File field, browse to the file you want to import. 8. Click OK.

The devices listed in the .txt file are configured into the CTI Interface.

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Reporting Levels

Reporting Levels WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Systems.

Reporting Levels are defined in the General Information window of the Connection Manager and the New Driver wizards (see Configuring the Connection Manager on page 66 and Creating the Switch Driver on page 70). Figure A-4 General Information Window

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Reporting Levels

By default, reporting levels are defined for the following:

•

Console - reports to the NICE Log Manager

•

File - reports to the Log file located in the Integrations installation folder

•

Event Log - reports to the Log files located in the Event Viewer NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.

To define reporting levels: 1. Choose the desired row and click the Edit button.

The Set Reporting Level window appears. Figure A-5 Set Reporting Level Window

2. Mark the checkboxes for the reporting levels you want to include and click OK.

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Logger Parameters for Instant Callback

Logger Parameters for Instant Callback When configuring Instant Callback, the following parameters must be set in the Logger. For T1 Instant Callback

IDLE signaling

$2

Seize signaling

$E

Seize acknowledge signaling

$E

Call-answer signaling

$E

Clear forward signaling

$2

Clear backward signaling

$2

Wink signaling

$2

For E1 Instant Callback

IDLE signaling

$D

Seize signaling

$5

Seize acknowledge signaling

$5

Call-answer signaling

$5

Clear forward signaling

$D

Clear backward signaling

$D

Wink signaling

$D

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Connection Manager - Additional Parameters

Connection Manager - Additional Parameters WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager Additional Parameters, or creating new ones, should be done only by authorized personnel.

Additional Parameters for configuring the Connection Manager are located in the General Information window of the Connection Manager wizard (see Configuring the Connection Manager on page 66). Figure A-6 General Information Window

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Connection Manager - Additional Parameters

The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name

Default Value

Description

MaxClientDeviceRequests

Defines the maximum number of device requests the Connection Manager can handle.

MaxClientRequests

Defines the maximum number of client requests 1000 the Connection Manager can handle.

MaxClients

Defines the maximum number of clients that can 100 be attached to the Connection Manager.

MaxMonitoredDevices

1000 Defines the maximum number of monitored devices which the Connection Manager can handle. For example, if the value is 1000 the Connection Manager can handle 999 monitored devices.

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the Connection Manager can handle.

1000

10

To change the default value: 1. Double-click the row of the relevant parameter.

The CM Additional Parameter window appears. 2. Enter the desired value in the Value field and click OK.

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Connection Manager - Interface Parameters

Connection Manager - Interface Parameters WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager Interface Parameters, or creating new ones, should be done only by authorized personnel.

Interface Parameters for the Connection Manager are located in the Connection Manager Switches Information window of the Connection Manager wizard (see Configuring the Connection Manager on page 66). Figure A-7 Connection Manager Switches Window

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Connection Manager - Interface Parameters

The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name

Default Value

Description

DllName

The name of the DLL that contains the CTI Link read-only translator. This DLL is dynamically installed when you define a new Connection Manager.

KeepAliveInterval

Defines the Keep Alive Interval time. The value 30 is defined in seconds.

UseSpy

Defines if the Connection Manager reports link events to the NICE Events Spy tool.

No

(Refer to NICE Events Spy on page 102) SpyMailSlotName

Defines the name of the mailslot between the Connection Manager and the NICE Events Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSpy parameter.

UseSimCTILink

Defines if the Connection Manager uses the SimCTILink tool to read events.

No

(Refer to Setting up the SimCTILink Tool on page 106) SimMailSlotName

Defines the name of the SIM mailslot between the Connection Manager and the Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSimCTILink parameter.

To change the default value: 1. Double-click the row of the relevant parameter.

The CM Additional Parameter window appears. 2. Enter the desired value in the Value field and click OK.

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Switch Driver - Additional Parameters

Switch Driver - Additional Parameters WARNING Changing parameters may have severe effects on your system. Therefore changing the Switch Driver Additional Parameters, or creating new ones, should be done only by authorized personnel.

Additional Parameters for configuring the Switch Driver are located in the General Information window of the Switch Driver wizard (see Creating the Switch Driver on page 70). Figure A-8 General Information Window

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Switch Driver - Additional Parameters

The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name

Default Value

Description

MaxCapiCommandRetries

Defines the number of times the driver attempts 2 to send a command to the CAPI following a failure.

MaxNumberOfCalls

Defines the maximum number of calls in the concurrent calls buffer.

5000

DelayBetweenStartFailed LinksInSeconds

Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds.

30

MaxCallDurationSec

Defines the maximum time the driver allows a 7200 call to last until it is automatically disconnected. The value is defined in seconds.

UseEventDB

Defines if the driver uses the EventDB database No for CTI Analysis.

CallTableHost

Host name of the Call Table.

localhost

CallTablePort

Port number of the Call Table.

7272

To change the default value: 1. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears. 2. Enter the desired value in the Value field and click OK.

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Driver Interface - Additional Parameters

Driver Interface - Additional Parameters WARNING Changing parameters may have severe effects on your system. Therefore changing the Driver Interface Additional Parameters, or creating new ones, should be done only by authorized personnel.

Additional Parameters for configuring the Driver Interface are located in the Driver Interface Configuration window of the Switch Driver wizard (see Creating the Switch Driver on page 70). Figure A-9 General Information Window

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Driver Interface - Additional Parameters

The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name

Default Value

Description

op_EnableFlushCalls

Defines if the driver flushes open calls when initializing connection.

Yes

SaveOriginalMapDevice

Defines if the driver reports to the source device.

No

HandleAgentActivityOnly

Defines if the driver handles login/logout events No only from this link.

TimeOut

Defines the response time for a request. The value is defined in milliseconds.

MilliDelayBetweenCTI Requests

Defines the waiting time between CTI requests. 100 The value is defined in milliseconds.

CTIRequestsRetries

Defines the number of times the CTI tries to request events for Query and Monitor devices.

2

MilliDelayBetweenGetLink StatusRequests

Defines the waiting time between “Get Link Status” requests. The value is defined in milliseconds.

5000

GetLinkStatusRetries

Defines the number of times “Get Link Status” requests can be made.

4

FailedMonitoredThread MinutesDelay

10 Defines the waiting time before reactivating a thread to monitor devices that the link had previously failed to monitor. The value is defined in minutes.

3000

To change the default value: 1. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears. 2. Enter the desired value in the Value field and click OK.

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Index A

B C

active VoIP Avaya components 20 NICE components 21 additional parameters Connection Manager 141, 143 CTI Interface 134 driver interface 147 switch driver 145 AES switch communication 98 troubleshooting 98 version 98 Application Enablement Services (AES) 16 Avaya AES Server configuration information 52 configuring the Connection Manager 66 configuring the CTI Interface 54 configuring the Switch Driver 70 installing the Switch Driver 81 switch configuration 44 switch preparations 44 Avaya Communication Manager Media Gateway 15 Media Server 15 Avaya components active VoIP 20 passive VoIP 22 Avaya CT Server configuration information 52 configuring the Connection Manager 66 configuring the CTI Interface 54 configuring the Switch Driver 70 installing the Switch Driver 81 Avaya environment preparing AES for CVLAN 43

Connection Manager additional parameters 141, 143 attaching CTI Interfaces 68 configuration prerequisites 53 configuration wizard 66 CTI Interface adding devices 61, 77 additional parameters 134 configuration prerequisites 52 configuration wizard 54 creating new physical switch 57 CTI link configuring via OAM 47 defining 47 CTI/CDR Interface importing text files 136 customer components passive VoIP 23 CVLAN 15 CVLAN environment 15 defining the CTI link 47 CVLAN client 15 installation 50 CVLAN server 16

D

E business data database fields 25

CLAN 16

device deletion 95 devices, failed to monitor troubleshooting 94 driver interface additional parameters 147 driver, see integration driver DS1 cards configuration 31 configuring basic parameters 32 connecting 31

Events Spy defining SpyMailSlot Name parameter 103 defining the UseSpy parameter 103 sending events 106 extension-side recording Index

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customer components 23 NICE components 23 peparing AES for CVLAN 44 preparing AES environment 44

architecture 18

I

Instant Callback configuration 31 integration architecture 15 description 14 limitations 26 recording solutions 17 integration driver open stream failure 95 integration workflow CVLAN integration 13 interaction-based recording 17 IP/Name field 83

L

M

N

O

P

R

S

limitations 26 Logger 16 login/logout error troubleshooting 93

MDF connections 30 monitor end event 95 monitoring devices troubleshooting 94

NICE components active VoIP 21 passive VoIP 23 NICE Events Spy 102 setting up the SimCTILink Tool 106 NICE Interaction Center CVLAN client installation 50 NICE Interaction Center (CLS) 16 NICE Perform switch integration prerequisites 12

OAM CTI link configuration 47 switch configuration 44 open stream failure troubleshooting 95

T

U V

passive VoIP Avaya components 22

recording solutions 17 recording methods 17 reporting levels defining 138

S1 cards configuring E1 trunks 35 configuring T1 trunks 37 SimCTILink tool 106 SpyMailSlot Name parameter 103 switch configuration for AES 44 configuring DS1 cards 31 open stream failure 95 switch driver adding devices 79 adding rejected devices 78 additional parameters 145 attaching CLS 72 configuration prerequisites 53 configuration wizard 70 defining monitor devices 76 installation 81 IP/Name field 83 switch integration prerequisites 12 system architecture Extension-Side recording 18 Trunk-Side recording 19

text files importing 136 total recording 17 trunk-side recording architecture 19

UseSpy parameter 103

VDN, missing information troubleshooting 94

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