Avaya Voip Drivers Integration
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NICE Perform® Release 3
Integration with Avaya VoIP Drivers February 2008
385A0653-01 Rev. A1
Insight from Interactions
TM
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385A0653-01 Rev. A1
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Revision History Integration with Avaya VoIP Drivers
Revision A1
Modification Date
Description
January 2008
•
Updated Step 3 in the procedure Step 1, in H.323 RAS Troubleshooting on page 30.
•
Added examples to username parameters in Table 2-1: Sms Switch Connection Parameter Values on page 41.
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Contents 1 Avaya H.323 RAS CTI Link Installation
9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Configuring the Avaya H.323 RAS CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Running the Avaya H.323 RAS CTI Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 H.323 RAS Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Push Monitor Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Step 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Step 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2 Avaya Sms CTI Link Installation
35
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Configuring the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Running the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Sms Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Avaya Sms Web Interface Test Application Page . . . . . . . . . . . . . . . . . . . . 53 Avaya Sms Monitor Test
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Index
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Contents NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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1 Avaya H.323 RAS CTI Link Installation Contents
Introduction..................................................................................................................... 10 Configuring the Avaya H.323 RAS CTI Link .................................................................12 Configuring the Connection Manager .......................................................................... 20 Creating the Switch Driver............................................................................................. 24 Running the Avaya H.323 RAS CTI Link ....................................................................... 29 H.323 RAS Troubleshooting .......................................................................................... 30 Push Monitor Tester ................................................................................................... 30
Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Introduction
Introduction When do you need to install an Avaya VoIP driver? The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment. The Avaya H.323 RAS driver is a sniffing-based driver using H.323 protocol. Using the Sniffer API, the driver sniffs the gatekeepers/extensions on the network to receive the details of the dynamic mapping between extension numbers and IP addresses. The Avaya H.323 RAS driver must be installed in Avaya DHCP VoIP environments to enable the NICE System to receive the dynamic mapping of extensions and IP addresses. Why would you use the Avaya H.323 RAS driver?
•
Scenario: Extension numbers are configured as DHCP, meaning that each time the extension gets connected to the network it could receive a different IP address. The NICE RCM/Channel Server does not know which IP belongs to which extension.
•
Solution: IP phones such as 4606 Avaya IP phones are preset to send a Keep Alive signal to the Gate Keeper each quantum of time. In these cases, we place a network RAS sniffer and catch the Keep Alive messages.
•
Scenario: IP phones such as the 4610SW Avaya IP phones are set to send a Keep Alive signal to the Gate Keeper only on restart. If the RAS sniffer was down at that exact time, or if for any reason the RAS sniffer missed the first Keep Alive signal, you cannot retrieve the mapping information of which IP address belong to which extension number.
•
Solution: The H.323 RAS offers 2 possible ways to solve this problem:
•
The H.323 RAS sends an SNMP (Simple Network Management Protocol) identification request to each of the configured IP addresses. -or-
•
The H.323 RAS sends a PUSH identification request to each of the configured IP addresses.
Before you install the Avaya H.323 RAS CTI link, confirm/check the following:
•
For RAS: All traffic that goes from the IP phones to the Connection Manager (registration requests) must be in the H.323 RAS driver span.
•
For SNMP: Configuration of the Avaya SNMP Connectivity.
•
For Push: The Push Monitor is configured and works correctly. You can do this using the Push Monitor Tester (see Push Monitor Tester on page 30). Chapter 1: Avaya H.323 RAS CTI Link Installation
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Introduction
Configuring the Avaya H.323 CTI link is divided into the following procedures:
•
Configuring the Avaya H.323 RAS CTI Link on page 12
•
Configuring the Connection Manager on page 20
•
Creating the Switch Driver on page 24
•
Running the Avaya H.323 RAS CTI Link on page 29
Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
Configuring the Avaya H.323 RAS CTI Link To configure the Avaya H.323 RAS CTI link: 1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears. 2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears. Figure 1-1
System Administrator
3. Set the System Administrator to Technician Mode: a.
In the Organization Tree, select the Organization branch. Figure 1-2
System Administrator - 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 Avaya H.323 RAS CTI Link
Figure 1-3
CTI Interfaces
5. From the Actions menu, choose New CTI Interface. Figure 1-4
Actions Menu
The Set New CTI Interface Wizard starts.
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Configuring the Avaya H.323 RAS CTI Link
Figure 1-5
Introduction Window
6. Click Next.
The General Interface Information window appears. Figure 1-6
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 SNMP / Push. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
c.
Click Apply. The Name and Physical Switch fields become enabled.
d. In the Name field, type a name for the interface (Example: H323RAS). 8. Click Next.
The Switch Connection and Additional Information window appears. Figure 1-7
Switch Connection and Additional Information Window
9. Click the Expand arrow
to expand the Switch Connection Details row.
10. To configure and define the H.323 RAS switch connection parameters, choose 1 out of 3
methods. Using these methods, you define specific switch connection parameter values so you can access the map (the extension number) from the IP address of the VOIP extension. The 3 methods are specified in Table 1-1 on page 16 and are:
•
RAS Sniffing - The VoIP extension signalling (H.323) should go through the RAS driver span.
•
PushAPI - The RAS driver should be defined as a trusted push server in the Avaya TFTP server.
•
SNMPAPI - The SNMPCommunity is configured in the TFTP file.
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Configuring the Avaya H.323 RAS CTI Link
Table 1-1: H.323 RAS Switch Connection Parameter Values
Parameter Name
Comment
Value to Define for RAS Sniffing Method
Value to Define for PushAPI Method
Value to Define for SNMPAPI Method
No
Yes
No
UseAvayaPushAPI
Defines whether the Avaya Push API is supported.
AvayaPushAPIPort
Port used by the web server in Avaya PUSH API.
62110
62110
62110
UseAvayaSNMPAPI
Defines whether Avaya SNMP API is supported.
No
No
Yes
SNMPCommunity
Note:
public
public
public
H.323 Software Release 2.7 for the 4610SW, 4620SW, 4621SW and 4622SW IP telephones does not support a default value for the SNMP community string, so the community string in the Avaya 46xx setting configuration file must match the NICE configuration. To view updates of the Avaya IP Phone firmware list, logon to the Avaya site.
a.
To change the default values, double-click the row of the relevant parameter. The Switch Connection Parameter window for that parameter appears. Figure 1-8
Switch Connection Parameter Window
b. Enter a value for that parameter in the Value field. c.
Click OK. The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
The Switch Devices Configuration window appears. Figure 1-9
Switch Devices Configuration Window
12. If you use RAS Sniffing, click the expand arrow
to expand Interception IP Range (Gate
Keeper). If you do not use RAS Sniffing, go to Step 14. Figure 1-10
Switch Devices Configuration Window - Interception IP Range
13. To configure the Interception IP Range, click Add. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
The Gate Keeper window appears. Figure 1-11
a.
Gate Keeper Window
Type an IP value.
b. Define a Port value. c.
Click OK. Repeat Step 13 to define more than one range.
14. Click the expand arrow
to expand Ranges of IP Devices Addresses.
15. To configure the IP addresses of the VoIP extension: a.
Click Add IP to add a single IP address. The Device IP Range window appears. Figure 1-12
•
Device IP Range - Single IP Address
Type an IP value, and click OK.
b. Click Add Range to add a range of IP addresses.
The Device IP Range window appears. Figure 1-13
•
Device IP Range - IP Range
Type an IP Range value, and click OK.
The Switch Devices Configuration window reappears. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
Figure 1-14
Switch Devices Configuration Window
16. Click Next.
The Summary window appears. 17. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the H.323 RAS CTI link appears in the list of CTI Interfaces. Figure 1-15
System Administrator Window
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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 H.323 RAS CTI link you created in the CTI Interface. To configure the Connection Manager: 1. In the Organization tree, under Master Site > CTI Integrations, choose Connection Managers. Figure 1-16
Connection Managers
2. From the Actions menu, choose New Connection Manager. Figure 1-17
Actions Menu
The Set New Connection Manager Wizard starts.
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Configuring the Connection Manager
Figure 1-18
Introduction Window
3. Click Next.
The General Information window appears. Figure 1-19
General Information Window
4. In the Name field, type a name for the Connection Manager. 5. In the ID field, enter an ID number for the Connection Manager.
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Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters. 7. Click Next.
The Connection Manager Switches window appears. Figure 1-20
Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area. 8. Choose the H.323 interface you want to attach and click the arrow to the Attached Interfaces area.
to transfer the interface
It is recommended to accept the existing Interface Parameters defaults. 9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
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Configuring the Connection Manager
Figure 1-21
Summary Window
10. Click Finish to create the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers. 11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.
All available CTI Interfaces are listed in the Available Interfaces area. Figure 1-22
Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.
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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. To create the switch driver: 1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers. Figure 1-23
Drivers
2. From the Actions menu, choose New Driver. Figure 1-24
Actions Menu
The Set New Driver Wizard starts.
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Creating the Switch Driver
Figure 1-25
Introduction Window
3. Click Next.
The General Information window appears. Figure 1-26
General Information Window
4. In the Name field, type the name you want to give to the switch driver. 5. In the ID field, enter the ID number you want to give to the switch driver.
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Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters. 7. Click Next.
The Attach Connection Manager and Switches window appears. Figure 1-27
Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and H.323 RAS checkboxes. 9. Click Next.
The Summary window appears and displays the Driver name and ID.
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Creating the Switch Driver
Figure 1-28
Summary Window
10. Click Finish to create the New Driver.
The System Administrator page reappears and the new Driver appears in the list of Drivers. 11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab. The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area. Figure 1-29
Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration: a.
In the Organization tree, click CTI Integrations. The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the Avaya H.323 RAS is on the right side of the diagram.
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Creating the Switch Driver
Figure 1-30
Confirm Driver Interface Configuration
Driver
Connection Manager
H.323 RAS CTI link
TSAPI / CVLAN CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following manuals:
• •
NICE Perform Release 3 Integration with Avaya TSAPI. NICE Perform Release 3 Integration with Avaya CVLAN.
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Running the Avaya H.323 RAS CTI Link
Running the Avaya H.323 RAS CTI Link After creating the switch Driver, you run the Avaya H.323 RAS CTI link. To run the Avaya H.323 RAS CTI link: 1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS . Figure 1-31
Run NiceCLS
NiceCLS window appears. 2. Double-click Nice Integration Dispatch Service to run the Avaya H.323 RAS CTI link. Figure 1-32
NICE Integration Dispatch Service
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H.323 RAS Troubleshooting
H.323 RAS Troubleshooting Push Monitor Tester NOTE: Perform this test only in the event that you are running in Push mode.
Before you run the Avaya H.323 RAS CTI link, you will need to confirm that the Push Monitor is configured and works correctly. To do this, you will need to perform the following four (4) tests: Step 1: Configure the RAS Driver as a trusted Push server under the Avaya TFTP server. Step 2: Configure the RAS Driver IP address. Step 3: Activate the WinSockServer.exe application to listen to the phone identification request. Step 4: Check that Avaya Push mechanism works. After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).
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H.323 RAS Troubleshooting
Step 1 In order to work with the H.323 RAS Push Monitor function, follow the next procedure: To configure the RAS Driver as a trusted Push server: 1. The IP phone loads it settings from the TFTP server. To ensure sure the phone is configured to read from the correct TFTP server, press Mute, addr and #. 2. Press # till you get to the FileSV section and type the TFTP server IP. 3. Go to the TFTP server and add the next two rows to the existing 46xxsettings.txt file:
•
SET TPSLIST xxx.xxx.xxx.xxx -orSET TPSLIST xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and above)
(Where xxx.xxx.xxx.xxx is the IP address of the web server. In this case, the CLS IP.)
•
SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx -orSET SUBSCRIBELIST http://xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and
above) (Where xxx.xxx.xxx.xxx is the IP of the Integration machine. In this case, the CLS IP.) NOTE: Where port was configured in the AvayaPushAPIPort configuration on page 15 in Step 10 in Configuring the Avaya H.323 RAS CTI Link. 4. Restart the phone. NOTE: There is a limited number of trusted push servers that are registered in the TFTP server.
Step 2 To configure the RAS Driver IP address: 1. Confirm that IIS is installed on the RAS Driver. 2. Put the attached ResponseAddress.xml file under C:\Inetpub\wwwroot. 3. Open the file and set the next line with the IP address of the RAS Driver:
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H.323 RAS Troubleshooting
Step 3 Using the WinSockServer.exe application, listen to the phone identification request. The WinSockServer.exe application can be activated in one of two 2 methods, the default method and the configured method. Default method:
•
Double-click on the WinSockServer.exe. The server tool will listen by default on port 62110.
Configured method: 1. Open the command line: a.
Click Start > Run.
b. Type cmd and press Enter. 2. Type the WinSockServer.exe port Number. NOTE: The port number should be identical to the port number that appears in the ResponseAddress.xml file in Step 2. 3. Press Enter.
The following message appears: Waiting for a client to connect... Figure 1-33
Avaya Push Tester - WinSockServer.exe
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H.323 RAS Troubleshooting
Step 4 To check that the Avaya Push mechanism works, use the attached Avaya web tool. To check that the Avaya Push mechanism works: 1. Using internet explorer, double-click to open the interface of the Avaya web tool, the pushdemo.html file. Figure 1-34
Avaya Web Push Test
2. In the Send A Message To (IP Address of the Telephone) area, enter the IP address of the
IP phone. 3. In the Type of Message area, select subscribe. 4. In the Enter the location of the XML files (TPS) area, enter the IP address of the RAS
Driver. 5. In the Method area, select get. 6. Click Submit.
The following message appears: Push Status: 200 Push Message Accepted.
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H.323 RAS Troubleshooting
Figure 1-35
Avaya Web Push Test - Push Status
In the WinSockServer.exe window that you opened in Step 3, the following identification message appears: Figure 1-36
Avaya Web Push Test - Message in WinSockServer.exe Window
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).
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2 Avaya Sms CTI Link Installation
Contents
Introduction..................................................................................................................... 36 Configuring the Avaya Sms CTI Link............................................................................ 37 Configuring the Connection Manager .......................................................................... 43 Creating the Switch Driver............................................................................................. 47 Running the Avaya Sms CTI Link ................................................................................. 52 Sms Troubleshooting ..................................................................................................... 53
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Introduction
Introduction When do you need to install an Avaya VoIP driver? The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment. The Avaya Sms CTI link is an integrated component in the NICE Perform System. Before you install the Avaya Sms CTI Link, confirm the following:
•
All NICE Perform System components should be installed and configured correctly (NICE Web Applications, NICE Interaction Center and NICE Integrations).
•
Avaya Sms should be installed and configured correctly on the AES server.
Installing the Avaya Sms CTI link is divided into the following procedures:
•
Configuring the Avaya Sms CTI Link on page 37
•
Configuring the Connection Manager on page 43
•
Creating the Switch Driver on page 47
•
Running the Avaya Sms CTI Link on page 52
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Configuring the Avaya Sms CTI Link
Configuring the Avaya Sms CTI Link To configure the Avaya Sms CTI Link: 1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears. 2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears. Figure 2-1
System Administrator
3. Set the System Administrator to Technician Mode: a.
In the Organization Tree, select the Organization branch. Figure 2-2
System Administrator - 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 Avaya Sms CTI Link
Figure 2-3
CTI Interfaces
5. From the Actions menu, choose New CTI Interface. Figure 2-4
Actions Menu
The Set New CTI Interface Wizard starts.
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Configuring the Avaya Sms CTI Link
Figure 2-5
Introduction Window
6. Click Next.
The General Interface Information window appears. Figure 2-6
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 AES SMS. Chapter 2: Avaya Sms CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya Sms CTI Link
c.
Click Apply.
d. In the Name field, type a name for the interface (Example: AvayaSms). 8. Click Next.
The Switch Connection and Additional Information window appears. Figure 2-7
Switch Connection and Additional Information Window
9. Click the Expand arrow
to expand the Switch Connection Details row.
10. To configure the Avaya Sms switch connection parameters, refer to the following table:
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Configuring the Avaya Sms CTI Link
Table 2-1: Sms Switch Connection Parameter Values Parameter Name
Description
SmsHostIpAddress
Defines the IP address of the Sms machine.
SmsSessionMode
There is only one value currently: BASIC_AUTHORIZATION
SmsRequestTimeoutInSec
Defines the timeout for Sms web service requests.
Username
Defines the username for the Connection Manager.
Password a.
•
An example for ACM 3.x, where the default port is 5023 unsecured: mylogin@cmserveraddr
•
An example for ACM 4.x, where the default port is 5022 secured: mylogin@cmserveraddr:port
Defines the password for the CM.
To change the default values, double-click the row of the relevant parameter. The Switch Connection Parameter window for this parameter appears. Figure 2-8
Switch Connection Parameter Window
b. Enter a value for this parameter in the Value field. c.
Click OK. The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next.
The Switch Devices Configuration window appears.
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Configuring the Avaya Sms CTI Link
Figure 2-9
Switch Devices Configuration Window
12. Click the expand arrow
to expand Range of IP Devices Addresses.
13. To configure the IP/IP Range: a.
Click Add IP, type an IP value, and click OK.
b. Click Add Range, type an IP Range value, and click OK.
The Switch Devices Configuration window reappears. 14. Click Next.
The Summary window appears. 15. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the AvayaSms CTI link appears in the list of CTI Interfaces. Figure 2-10
System Administrator Window
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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 AvayaSms CTI link you created in the CTI Interface. To configure the Connection Manager: 1. In the Organization tree, under Master Site > CTI Integrations, click and expand Connection Managers. Figure 2-11
Connection Managers
2. From the Actions menu, choose New Connection Manager. Figure 2-12
Actions Menu
The Set New Connection Manager Wizard starts.
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Configuring the Connection Manager
Figure 2-13
Introduction Window
3. Click Next.
The General Information window appears. Figure 2-14
General Information Window
4. In the Name field, type a name for the Connection Manager. 5. In the ID field, enter an ID number for the Connection Manager.
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Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters. 7. Click Next.
The Connection Manager Switches window appears. Figure 2-15
Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area. 8. Choose the interface you want to attach and click the arrow Attached Interfaces area.
to transfer the interface to the
It is recommended to accept the existing Interface Parameters defaults. 9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
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Configuring the Connection Manager
Figure 2-16
Summary Window
10. Click Finish to create the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers. 11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.
All available CTI Interfaces are listed in the Available Interfaces area. Figure 2-17
Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.
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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. To create the switch driver: 1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers. Figure 2-18
Drivers
2. From the Actions menu, choose New Driver. Figure 2-19
Actions Menu
The Set New Driver Wizard starts.
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Creating the Switch Driver
Figure 2-20
Introduction Window
3. Click Next.
The General Information window appears. Figure 2-21
General Information Window
4. In the Name field, type the name you want to give to the switch driver. 5. In the ID field, enter the ID number you want to give to the switch driver.
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Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters. 7. Click Next.
The Attach Connection Manager and Switches window appears. Figure 2-22
Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and the interface checkboxes. 9. Click Next.
The Summary window appears and displays the Driver name and ID.
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Creating the Switch Driver
Figure 2-23
Summary Window
10. Click Finish to create the New Driver.
The System Administrator page reappears and the new Driver appears in the list of Drivers. 11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab. The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area. Figure 2-24
Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration: a.
In the Organization tree, click CTI Integrations. The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the AvayaSms on the right side of the diagram.
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Creating the Switch Driver
Figure 2-25
Confirm Driver Interface Configuration
Driver
Connection Manager
AvayaSms CTI link
TSAPI / CVLAN CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following manuals:
• •
NICE Perform Release 3 Integration with Avaya TSAPI. NICE Perform Release 3 Integration with Avaya CVLAN.
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Running the Avaya Sms CTI Link
Running the Avaya Sms CTI Link After creating the switch Driver, you run the Avaya Sms CTI link. To run the Avaya Sms CTI link: 1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS . Figure 2-26
Run NiceCLS
NiceCLS window appears. 2. Double-click Nice Integration Dispatch Service to run the Avaya Sms CTI link. Figure 2-27
Nice Integration Dispatch Service
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Sms Troubleshooting
Sms Troubleshooting If Avaya Sms CTI link does not function correctly, check the following:
•
The local host is connected to the network and that you can reach the Sms host.
•
Avaya Sms is installed and configured correctly. To confirm Avaya Sms is installed and configured correctly, use the following tests:
•
Avaya Sms Web Interface Test Application Page
•
Avaya Sms Monitor Test
Avaya Sms Web Interface Test Application Page In order to test interactions with the System Management Service, use Avaya Sms web interface test page. To access the Avaya Sms web interface test page: 1. Go to http://<smshost>/sms/sms_test.php. The .php web page opens. NOTE: If the web page does not display, this may be a problem with the Sms configuration. If you get an error message, follow the instructions. Figure 2-28
Avaya Sms Web Interface Test Page
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Sms Troubleshooting
2. Complete the relevant information using the following guidelines:
•
OSSI Login ID: Type the username for the Connection Manager.
•
Password: Type the password for the Connection Manager.
•
Model: Type Station.
•
Operation: Type List.
•
Objectname: Leave this field blank.
•
Qualifier: Type count 5.
•
Fields: Type *.
3. Click
.
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Sms Troubleshooting
Avaya Sms Monitor Test Another tool that can be used to test interactions with the System Management Service is the Avaya Sms Monitor. The main difference between the Avaya Sms Monitor testing tool and the Avaya Sms Web Interface Test Application Page, is the Avaya Sms web interface only tests Avaya Sms functionality but the Avaya Sms Monitor also tests the smsHandler. The smsHandler is the connector between the System Management Service and the Avaya Sms CTI link. The Avaya Sms Monitor is located under NICECTI\Integration\AvayaSmsCTILink. Before running the Avaya Sms Monitor application: Ensure that the InitApplication.xml file and the Commands.xml file are located in the Config folder in the application folder. The InitApplication.xml file should include:
•
Sms Connection parameters which consist of the following:
•
Timeout: The timeout for Sms web service requests.
•
Url: http://<smsHostIpAddress>/sms/SystemManagementService.php
•
Mode: BASIC_AUTHORIZATION
•
Username - Username for the Connection Manager
(Example: mylogin@cmserveraddr).
• •
Password - Password for the Connection Manager.
Load and results parameters which consist of the following:
•
Sms Commands file name (optional).
•
Log fie name and whether to write to this file (optional).
•
Results file name and whether to write to this file (optional).
The Commands.xml file should include the commands you want to load into the system. Figure 2-29
Commands.xml File Window
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Sms Troubleshooting
After running the Avaya Sms Monitor application you can:
•
Load new configured commands
•
Run the configured command either one by one or in a series
•
Run the currently displayed command
•
Enter a command manually.
•
Choose to write to the Log file or to the Results file Figure 2-30
. .
.
.
Sms Monitor - Commands Window
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Index A C
H
Avaya H.323 RAS CTI link installation 9 Avaya Sms CTI link installation 35
configuring the H.323 CTI link 12 configuring the Sms CTI link 37 connection manager H.323 configuration 20 H.323 configuration wizard 20 Sms configuration 43 Sms configuration wizard 43
H.323 installation configuring the connection manager 20 configuring the CTI link 12 creating the switch driver 24 introduction 10 parameter values 16 procedures 11 running the CTI link 29 troubleshooting 30 H.323 procedures 11 H.323 switch driver 24 configuration wizard 24
R S
T
running the H.323 RAS CTI link 29 running the SMS CTI link 52
SMS installation creating the switch driver 47 introduction 36 parameter values 41 procedures 36 running the CTI link 52 troubleshooting 53 Sms installation configuring the connection manager 43 configuring the CTI link 37 SMS procedures 36 SMS switch driver 47 SMS driver configuration 47
troubleshooting AvayaSms monitor test 55 AvayaSms web interface test application page 53 push monitor tester 30 troubleshooting H.323 RAS 30 troubleshooting SMS 53
Index NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
57
Integration with Avaya VoIP Drivers February 2008
385A0653-01 Rev. A1
Insight from Interactions
TM
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Revision History Integration with Avaya VoIP Drivers
Revision A1
Modification Date
Description
January 2008
•
Updated Step 3 in the procedure Step 1, in H.323 RAS Troubleshooting on page 30.
•
Added examples to username parameters in Table 2-1: Sms Switch Connection Parameter Values on page 41.
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Contents 1 Avaya H.323 RAS CTI Link Installation
9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Configuring the Avaya H.323 RAS CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Running the Avaya H.323 RAS CTI Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 H.323 RAS Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Push Monitor Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Step 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Step 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2 Avaya Sms CTI Link Installation
35
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Configuring the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Running the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Sms Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Avaya Sms Web Interface Test Application Page . . . . . . . . . . . . . . . . . . . . 53 Avaya Sms Monitor Test
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Index
57
Contents NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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1 Avaya H.323 RAS CTI Link Installation Contents
Introduction..................................................................................................................... 10 Configuring the Avaya H.323 RAS CTI Link .................................................................12 Configuring the Connection Manager .......................................................................... 20 Creating the Switch Driver............................................................................................. 24 Running the Avaya H.323 RAS CTI Link ....................................................................... 29 H.323 RAS Troubleshooting .......................................................................................... 30 Push Monitor Tester ................................................................................................... 30
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Introduction
Introduction When do you need to install an Avaya VoIP driver? The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment. The Avaya H.323 RAS driver is a sniffing-based driver using H.323 protocol. Using the Sniffer API, the driver sniffs the gatekeepers/extensions on the network to receive the details of the dynamic mapping between extension numbers and IP addresses. The Avaya H.323 RAS driver must be installed in Avaya DHCP VoIP environments to enable the NICE System to receive the dynamic mapping of extensions and IP addresses. Why would you use the Avaya H.323 RAS driver?
•
Scenario: Extension numbers are configured as DHCP, meaning that each time the extension gets connected to the network it could receive a different IP address. The NICE RCM/Channel Server does not know which IP belongs to which extension.
•
Solution: IP phones such as 4606 Avaya IP phones are preset to send a Keep Alive signal to the Gate Keeper each quantum of time. In these cases, we place a network RAS sniffer and catch the Keep Alive messages.
•
Scenario: IP phones such as the 4610SW Avaya IP phones are set to send a Keep Alive signal to the Gate Keeper only on restart. If the RAS sniffer was down at that exact time, or if for any reason the RAS sniffer missed the first Keep Alive signal, you cannot retrieve the mapping information of which IP address belong to which extension number.
•
Solution: The H.323 RAS offers 2 possible ways to solve this problem:
•
The H.323 RAS sends an SNMP (Simple Network Management Protocol) identification request to each of the configured IP addresses. -or-
•
The H.323 RAS sends a PUSH identification request to each of the configured IP addresses.
Before you install the Avaya H.323 RAS CTI link, confirm/check the following:
•
For RAS: All traffic that goes from the IP phones to the Connection Manager (registration requests) must be in the H.323 RAS driver span.
•
For SNMP: Configuration of the Avaya SNMP Connectivity.
•
For Push: The Push Monitor is configured and works correctly. You can do this using the Push Monitor Tester (see Push Monitor Tester on page 30). Chapter 1: Avaya H.323 RAS CTI Link Installation
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Introduction
Configuring the Avaya H.323 CTI link is divided into the following procedures:
•
Configuring the Avaya H.323 RAS CTI Link on page 12
•
Configuring the Connection Manager on page 20
•
Creating the Switch Driver on page 24
•
Running the Avaya H.323 RAS CTI Link on page 29
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Configuring the Avaya H.323 RAS CTI Link
Configuring the Avaya H.323 RAS CTI Link To configure the Avaya H.323 RAS CTI link: 1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears. 2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears. Figure 1-1
System Administrator
3. Set the System Administrator to Technician Mode: a.
In the Organization Tree, select the Organization branch. Figure 1-2
System Administrator - 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 Avaya H.323 RAS CTI Link
Figure 1-3
CTI Interfaces
5. From the Actions menu, choose New CTI Interface. Figure 1-4
Actions Menu
The Set New CTI Interface Wizard starts.
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Configuring the Avaya H.323 RAS CTI Link
Figure 1-5
Introduction Window
6. Click Next.
The General Interface Information window appears. Figure 1-6
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 SNMP / Push. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
14
Configuring the Avaya H.323 RAS CTI Link
c.
Click Apply. The Name and Physical Switch fields become enabled.
d. In the Name field, type a name for the interface (Example: H323RAS). 8. Click Next.
The Switch Connection and Additional Information window appears. Figure 1-7
Switch Connection and Additional Information Window
9. Click the Expand arrow
to expand the Switch Connection Details row.
10. To configure and define the H.323 RAS switch connection parameters, choose 1 out of 3
methods. Using these methods, you define specific switch connection parameter values so you can access the map (the extension number) from the IP address of the VOIP extension. The 3 methods are specified in Table 1-1 on page 16 and are:
•
RAS Sniffing - The VoIP extension signalling (H.323) should go through the RAS driver span.
•
PushAPI - The RAS driver should be defined as a trusted push server in the Avaya TFTP server.
•
SNMPAPI - The SNMPCommunity is configured in the TFTP file.
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Configuring the Avaya H.323 RAS CTI Link
Table 1-1: H.323 RAS Switch Connection Parameter Values
Parameter Name
Comment
Value to Define for RAS Sniffing Method
Value to Define for PushAPI Method
Value to Define for SNMPAPI Method
No
Yes
No
UseAvayaPushAPI
Defines whether the Avaya Push API is supported.
AvayaPushAPIPort
Port used by the web server in Avaya PUSH API.
62110
62110
62110
UseAvayaSNMPAPI
Defines whether Avaya SNMP API is supported.
No
No
Yes
SNMPCommunity
Note:
public
public
public
H.323 Software Release 2.7 for the 4610SW, 4620SW, 4621SW and 4622SW IP telephones does not support a default value for the SNMP community string, so the community string in the Avaya 46xx setting configuration file must match the NICE configuration. To view updates of the Avaya IP Phone firmware list, logon to the Avaya site.
a.
To change the default values, double-click the row of the relevant parameter. The Switch Connection Parameter window for that parameter appears. Figure 1-8
Switch Connection Parameter Window
b. Enter a value for that parameter in the Value field. c.
Click OK. The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
The Switch Devices Configuration window appears. Figure 1-9
Switch Devices Configuration Window
12. If you use RAS Sniffing, click the expand arrow
to expand Interception IP Range (Gate
Keeper). If you do not use RAS Sniffing, go to Step 14. Figure 1-10
Switch Devices Configuration Window - Interception IP Range
13. To configure the Interception IP Range, click Add. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
The Gate Keeper window appears. Figure 1-11
a.
Gate Keeper Window
Type an IP value.
b. Define a Port value. c.
Click OK. Repeat Step 13 to define more than one range.
14. Click the expand arrow
to expand Ranges of IP Devices Addresses.
15. To configure the IP addresses of the VoIP extension: a.
Click Add IP to add a single IP address. The Device IP Range window appears. Figure 1-12
•
Device IP Range - Single IP Address
Type an IP value, and click OK.
b. Click Add Range to add a range of IP addresses.
The Device IP Range window appears. Figure 1-13
•
Device IP Range - IP Range
Type an IP Range value, and click OK.
The Switch Devices Configuration window reappears. Chapter 1: Avaya H.323 RAS CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya H.323 RAS CTI Link
Figure 1-14
Switch Devices Configuration Window
16. Click Next.
The Summary window appears. 17. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the H.323 RAS CTI link appears in the list of CTI Interfaces. Figure 1-15
System Administrator Window
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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 H.323 RAS CTI link you created in the CTI Interface. To configure the Connection Manager: 1. In the Organization tree, under Master Site > CTI Integrations, choose Connection Managers. Figure 1-16
Connection Managers
2. From the Actions menu, choose New Connection Manager. Figure 1-17
Actions Menu
The Set New Connection Manager Wizard starts.
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Configuring the Connection Manager
Figure 1-18
Introduction Window
3. Click Next.
The General Information window appears. Figure 1-19
General Information Window
4. In the Name field, type a name for the Connection Manager. 5. In the ID field, enter an ID number for the Connection Manager.
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Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters. 7. Click Next.
The Connection Manager Switches window appears. Figure 1-20
Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area. 8. Choose the H.323 interface you want to attach and click the arrow to the Attached Interfaces area.
to transfer the interface
It is recommended to accept the existing Interface Parameters defaults. 9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
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Configuring the Connection Manager
Figure 1-21
Summary Window
10. Click Finish to create the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers. 11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.
All available CTI Interfaces are listed in the Available Interfaces area. Figure 1-22
Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.
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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. To create the switch driver: 1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers. Figure 1-23
Drivers
2. From the Actions menu, choose New Driver. Figure 1-24
Actions Menu
The Set New Driver Wizard starts.
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Creating the Switch Driver
Figure 1-25
Introduction Window
3. Click Next.
The General Information window appears. Figure 1-26
General Information Window
4. In the Name field, type the name you want to give to the switch driver. 5. In the ID field, enter the ID number you want to give to the switch driver.
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Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters. 7. Click Next.
The Attach Connection Manager and Switches window appears. Figure 1-27
Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and H.323 RAS checkboxes. 9. Click Next.
The Summary window appears and displays the Driver name and ID.
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Creating the Switch Driver
Figure 1-28
Summary Window
10. Click Finish to create the New Driver.
The System Administrator page reappears and the new Driver appears in the list of Drivers. 11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab. The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area. Figure 1-29
Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration: a.
In the Organization tree, click CTI Integrations. The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the Avaya H.323 RAS is on the right side of the diagram.
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Creating the Switch Driver
Figure 1-30
Confirm Driver Interface Configuration
Driver
Connection Manager
H.323 RAS CTI link
TSAPI / CVLAN CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following manuals:
• •
NICE Perform Release 3 Integration with Avaya TSAPI. NICE Perform Release 3 Integration with Avaya CVLAN.
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Running the Avaya H.323 RAS CTI Link
Running the Avaya H.323 RAS CTI Link After creating the switch Driver, you run the Avaya H.323 RAS CTI link. To run the Avaya H.323 RAS CTI link: 1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS . Figure 1-31
Run NiceCLS
NiceCLS window appears. 2. Double-click Nice Integration Dispatch Service to run the Avaya H.323 RAS CTI link. Figure 1-32
NICE Integration Dispatch Service
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H.323 RAS Troubleshooting
H.323 RAS Troubleshooting Push Monitor Tester NOTE: Perform this test only in the event that you are running in Push mode.
Before you run the Avaya H.323 RAS CTI link, you will need to confirm that the Push Monitor is configured and works correctly. To do this, you will need to perform the following four (4) tests: Step 1: Configure the RAS Driver as a trusted Push server under the Avaya TFTP server. Step 2: Configure the RAS Driver IP address. Step 3: Activate the WinSockServer.exe application to listen to the phone identification request. Step 4: Check that Avaya Push mechanism works. After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).
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H.323 RAS Troubleshooting
Step 1 In order to work with the H.323 RAS Push Monitor function, follow the next procedure: To configure the RAS Driver as a trusted Push server: 1. The IP phone loads it settings from the TFTP server. To ensure sure the phone is configured to read from the correct TFTP server, press Mute, addr and #. 2. Press # till you get to the FileSV section and type the TFTP server IP. 3. Go to the TFTP server and add the next two rows to the existing 46xxsettings.txt file:
•
SET TPSLIST xxx.xxx.xxx.xxx -orSET TPSLIST xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and above)
(Where xxx.xxx.xxx.xxx is the IP address of the web server. In this case, the CLS IP.)
•
SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx -orSET SUBSCRIBELIST http://xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and
above) (Where xxx.xxx.xxx.xxx is the IP of the Integration machine. In this case, the CLS IP.) NOTE: Where port was configured in the AvayaPushAPIPort configuration on page 15 in Step 10 in Configuring the Avaya H.323 RAS CTI Link. 4. Restart the phone. NOTE: There is a limited number of trusted push servers that are registered in the TFTP server.
Step 2 To configure the RAS Driver IP address: 1. Confirm that IIS is installed on the RAS Driver. 2. Put the attached ResponseAddress.xml file under C:\Inetpub\wwwroot. 3. Open the file and set the next line with the IP address of the RAS Driver:
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H.323 RAS Troubleshooting
Step 3 Using the WinSockServer.exe application, listen to the phone identification request. The WinSockServer.exe application can be activated in one of two 2 methods, the default method and the configured method. Default method:
•
Double-click on the WinSockServer.exe. The server tool will listen by default on port 62110.
Configured method: 1. Open the command line: a.
Click Start > Run.
b. Type cmd and press Enter. 2. Type the WinSockServer.exe port Number. NOTE: The port number should be identical to the port number that appears in the ResponseAddress.xml file in Step 2. 3. Press Enter.
The following message appears: Waiting for a client to connect... Figure 1-33
Avaya Push Tester - WinSockServer.exe
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H.323 RAS Troubleshooting
Step 4 To check that the Avaya Push mechanism works, use the attached Avaya web tool. To check that the Avaya Push mechanism works: 1. Using internet explorer, double-click to open the interface of the Avaya web tool, the pushdemo.html file. Figure 1-34
Avaya Web Push Test
2. In the Send A Message To (IP Address of the Telephone) area, enter the IP address of the
IP phone. 3. In the Type of Message area, select subscribe. 4. In the Enter the location of the XML files (TPS) area, enter the IP address of the RAS
Driver. 5. In the Method area, select get. 6. Click Submit.
The following message appears: Push Status: 200 Push Message Accepted.
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H.323 RAS Troubleshooting
Figure 1-35
Avaya Web Push Test - Push Status
In the WinSockServer.exe window that you opened in Step 3, the following identification message appears: Figure 1-36
Avaya Web Push Test - Message in WinSockServer.exe Window
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).
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2 Avaya Sms CTI Link Installation
Contents
Introduction..................................................................................................................... 36 Configuring the Avaya Sms CTI Link............................................................................ 37 Configuring the Connection Manager .......................................................................... 43 Creating the Switch Driver............................................................................................. 47 Running the Avaya Sms CTI Link ................................................................................. 52 Sms Troubleshooting ..................................................................................................... 53
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Introduction
Introduction When do you need to install an Avaya VoIP driver? The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment. The Avaya Sms CTI link is an integrated component in the NICE Perform System. Before you install the Avaya Sms CTI Link, confirm the following:
•
All NICE Perform System components should be installed and configured correctly (NICE Web Applications, NICE Interaction Center and NICE Integrations).
•
Avaya Sms should be installed and configured correctly on the AES server.
Installing the Avaya Sms CTI link is divided into the following procedures:
•
Configuring the Avaya Sms CTI Link on page 37
•
Configuring the Connection Manager on page 43
•
Creating the Switch Driver on page 47
•
Running the Avaya Sms CTI Link on page 52
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Configuring the Avaya Sms CTI Link
Configuring the Avaya Sms CTI Link To configure the Avaya Sms CTI Link: 1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears. 2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears. Figure 2-1
System Administrator
3. Set the System Administrator to Technician Mode: a.
In the Organization Tree, select the Organization branch. Figure 2-2
System Administrator - 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 Avaya Sms CTI Link
Figure 2-3
CTI Interfaces
5. From the Actions menu, choose New CTI Interface. Figure 2-4
Actions Menu
The Set New CTI Interface Wizard starts.
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Configuring the Avaya Sms CTI Link
Figure 2-5
Introduction Window
6. Click Next.
The General Interface Information window appears. Figure 2-6
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 AES SMS. Chapter 2: Avaya Sms CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
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Configuring the Avaya Sms CTI Link
c.
Click Apply.
d. In the Name field, type a name for the interface (Example: AvayaSms). 8. Click Next.
The Switch Connection and Additional Information window appears. Figure 2-7
Switch Connection and Additional Information Window
9. Click the Expand arrow
to expand the Switch Connection Details row.
10. To configure the Avaya Sms switch connection parameters, refer to the following table:
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Configuring the Avaya Sms CTI Link
Table 2-1: Sms Switch Connection Parameter Values Parameter Name
Description
SmsHostIpAddress
Defines the IP address of the Sms machine.
SmsSessionMode
There is only one value currently: BASIC_AUTHORIZATION
SmsRequestTimeoutInSec
Defines the timeout for Sms web service requests.
Username
Defines the username for the Connection Manager.
Password a.
•
An example for ACM 3.x, where the default port is 5023 unsecured: mylogin@cmserveraddr
•
An example for ACM 4.x, where the default port is 5022 secured: mylogin@cmserveraddr:port
Defines the password for the CM.
To change the default values, double-click the row of the relevant parameter. The Switch Connection Parameter window for this parameter appears. Figure 2-8
Switch Connection Parameter Window
b. Enter a value for this parameter in the Value field. c.
Click OK. The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next.
The Switch Devices Configuration window appears.
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Configuring the Avaya Sms CTI Link
Figure 2-9
Switch Devices Configuration Window
12. Click the expand arrow
to expand Range of IP Devices Addresses.
13. To configure the IP/IP Range: a.
Click Add IP, type an IP value, and click OK.
b. Click Add Range, type an IP Range value, and click OK.
The Switch Devices Configuration window reappears. 14. Click Next.
The Summary window appears. 15. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the AvayaSms CTI link appears in the list of CTI Interfaces. Figure 2-10
System Administrator Window
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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 AvayaSms CTI link you created in the CTI Interface. To configure the Connection Manager: 1. In the Organization tree, under Master Site > CTI Integrations, click and expand Connection Managers. Figure 2-11
Connection Managers
2. From the Actions menu, choose New Connection Manager. Figure 2-12
Actions Menu
The Set New Connection Manager Wizard starts.
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Configuring the Connection Manager
Figure 2-13
Introduction Window
3. Click Next.
The General Information window appears. Figure 2-14
General Information Window
4. In the Name field, type a name for the Connection Manager. 5. In the ID field, enter an ID number for the Connection Manager.
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Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters. 7. Click Next.
The Connection Manager Switches window appears. Figure 2-15
Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area. 8. Choose the interface you want to attach and click the arrow Attached Interfaces area.
to transfer the interface to the
It is recommended to accept the existing Interface Parameters defaults. 9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
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Configuring the Connection Manager
Figure 2-16
Summary Window
10. Click Finish to create the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers. 11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.
All available CTI Interfaces are listed in the Available Interfaces area. Figure 2-17
Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.
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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. To create the switch driver: 1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers. Figure 2-18
Drivers
2. From the Actions menu, choose New Driver. Figure 2-19
Actions Menu
The Set New Driver Wizard starts.
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Creating the Switch Driver
Figure 2-20
Introduction Window
3. Click Next.
The General Information window appears. Figure 2-21
General Information Window
4. In the Name field, type the name you want to give to the switch driver. 5. In the ID field, enter the ID number you want to give to the switch driver.
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Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value. It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters. 7. Click Next.
The Attach Connection Manager and Switches window appears. Figure 2-22
Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and the interface checkboxes. 9. Click Next.
The Summary window appears and displays the Driver name and ID.
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Creating the Switch Driver
Figure 2-23
Summary Window
10. Click Finish to create the New Driver.
The System Administrator page reappears and the new Driver appears in the list of Drivers. 11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab. The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area. Figure 2-24
Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration: a.
In the Organization tree, click CTI Integrations. The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the AvayaSms on the right side of the diagram.
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Creating the Switch Driver
Figure 2-25
Confirm Driver Interface Configuration
Driver
Connection Manager
AvayaSms CTI link
TSAPI / CVLAN CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following manuals:
• •
NICE Perform Release 3 Integration with Avaya TSAPI. NICE Perform Release 3 Integration with Avaya CVLAN.
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Running the Avaya Sms CTI Link
Running the Avaya Sms CTI Link After creating the switch Driver, you run the Avaya Sms CTI link. To run the Avaya Sms CTI link: 1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS . Figure 2-26
Run NiceCLS
NiceCLS window appears. 2. Double-click Nice Integration Dispatch Service to run the Avaya Sms CTI link. Figure 2-27
Nice Integration Dispatch Service
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Sms Troubleshooting
Sms Troubleshooting If Avaya Sms CTI link does not function correctly, check the following:
•
The local host is connected to the network and that you can reach the Sms host.
•
Avaya Sms is installed and configured correctly. To confirm Avaya Sms is installed and configured correctly, use the following tests:
•
Avaya Sms Web Interface Test Application Page
•
Avaya Sms Monitor Test
Avaya Sms Web Interface Test Application Page In order to test interactions with the System Management Service, use Avaya Sms web interface test page. To access the Avaya Sms web interface test page: 1. Go to http://<smshost>/sms/sms_test.php. The .php web page opens. NOTE: If the web page does not display, this may be a problem with the Sms configuration. If you get an error message, follow the instructions. Figure 2-28
Avaya Sms Web Interface Test Page
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Sms Troubleshooting
2. Complete the relevant information using the following guidelines:
•
OSSI Login ID: Type the username for the Connection Manager.
•
Password: Type the password for the Connection Manager.
•
Model: Type Station.
•
Operation: Type List.
•
Objectname: Leave this field blank.
•
Qualifier: Type count 5.
•
Fields: Type *.
3. Click
.
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Sms Troubleshooting
Avaya Sms Monitor Test Another tool that can be used to test interactions with the System Management Service is the Avaya Sms Monitor. The main difference between the Avaya Sms Monitor testing tool and the Avaya Sms Web Interface Test Application Page, is the Avaya Sms web interface only tests Avaya Sms functionality but the Avaya Sms Monitor also tests the smsHandler. The smsHandler is the connector between the System Management Service and the Avaya Sms CTI link. The Avaya Sms Monitor is located under NICECTI\Integration\AvayaSmsCTILink. Before running the Avaya Sms Monitor application: Ensure that the InitApplication.xml file and the Commands.xml file are located in the Config folder in the application folder. The InitApplication.xml file should include:
•
Sms Connection parameters which consist of the following:
•
Timeout: The timeout for Sms web service requests.
•
Url: http://<smsHostIpAddress>/sms/SystemManagementService.php
•
Mode: BASIC_AUTHORIZATION
•
Username - Username for the Connection Manager
(Example: mylogin@cmserveraddr).
• •
Password - Password for the Connection Manager.
Load and results parameters which consist of the following:
•
Sms Commands file name (optional).
•
Log fie name and whether to write to this file (optional).
•
Results file name and whether to write to this file (optional).
The Commands.xml file should include the commands you want to load into the system. Figure 2-29
Commands.xml File Window
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Sms Troubleshooting
After running the Avaya Sms Monitor application you can:
•
Load new configured commands
•
Run the configured command either one by one or in a series
•
Run the currently displayed command
•
Enter a command manually.
•
Choose to write to the Log file or to the Results file Figure 2-30
. .
.
.
Sms Monitor - Commands Window
Chapter 2: Avaya Sms CTI Link Installation NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
56
Index A C
H
Avaya H.323 RAS CTI link installation 9 Avaya Sms CTI link installation 35
configuring the H.323 CTI link 12 configuring the Sms CTI link 37 connection manager H.323 configuration 20 H.323 configuration wizard 20 Sms configuration 43 Sms configuration wizard 43
H.323 installation configuring the connection manager 20 configuring the CTI link 12 creating the switch driver 24 introduction 10 parameter values 16 procedures 11 running the CTI link 29 troubleshooting 30 H.323 procedures 11 H.323 switch driver 24 configuration wizard 24
R S
T
running the H.323 RAS CTI link 29 running the SMS CTI link 52
SMS installation creating the switch driver 47 introduction 36 parameter values 41 procedures 36 running the CTI link 52 troubleshooting 53 Sms installation configuring the connection manager 43 configuring the CTI link 37 SMS procedures 36 SMS switch driver 47 SMS driver configuration 47
troubleshooting AvayaSms monitor test 55 AvayaSms web interface test application page 53 push monitor tester 30 troubleshooting H.323 RAS 30 troubleshooting SMS 53
Index NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
57
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