Integration With Avaya Dmcc

NICE Perform® Release 3.1

Integration with Avaya DMCC November 2008 385A0281-02 Rev. A1

Insight from Interactions

® TM

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385A0281-02 Rev. A1

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Revision History NICE Perform 3.1 Integration with Avaya DMCC

Revision A1

Modification Date

Description

October 2008

•

Small corrections made to the installation workflows

Blank page for double-sided printing.

Contents 1 Overview

11

You Are Here - NICE Perform Site Installation Workflow . . . . . . . . . . . . . . . 12 Avaya DMCC Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Recording Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Interaction-based Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 18 All Calls Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2 Preparing the Avaya DMCC Environment

23

Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Preparing Avaya Communication Manager for Integration with NICE . . . . . 25 Verify the License for Avaya DMCC Softphone Registration . . . . . . . . . . . . 26 Define the Logger’s Virtual Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Configure the Symbolic Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

3 Configuring the CTI Integration for Avaya DMCC

33

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Contents NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

4 Installing the CTI Integration Software

59

Installing the Media Provider Controller on the VoIP Logger . . . . . . . . . . . . 60

5 Channel Mapping for Avaya DMCC

69

About Channel Mapping for Avaya DMCC . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Configuring the Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Configuring the Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Adding One Active VoIP Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Adding One Active VoIP Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Adding Multiple Active VoIP Device Sources . . . . . . . . . . . . . . . . . . . . . . . 78 Adding Multiple Active VoIP Gateway Sources . . . . . . . . . . . . . . . . . . . . . . 81 Importing Sources from the Integrations Plug-In . . . . . . . . . . . . . . . . . . . . . 84 Configuring the Static Mapping (By Device) . . . . . . . . . . . . . . . . . . . . . . . . . 86 Configuring the Dynamic Mapping (By Call) . . . . . . . . . . . . . . . . . . . . . . . . . 89 Creating a Channels Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Creating a Sources Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Attaching the Channels Pool to the Sources Pool . . . . . . . . . . . . . . . . . . . . 94

6 Troubleshooting

97

General Troubleshooting Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Editing Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

7 NICE Testing and Debugging Tools

101

NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Contents NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Setting Up NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Setting Up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 109 Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113 Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Observer Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

8 Avaya DMCC Dashboard

129

Starting a DMCC Dashboard Application Session . . . . . . . . . . . . . . . . . . . 130 Opening a DMCC Dashboard Session . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Validating the session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Getting the Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Validating Getting the Device Id . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Starting Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Validating Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 RegisterTerminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Registering a Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Validating the Terminal Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Service Observation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

A Avaya DMCC Additional Parameters

141

CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . 142 Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Contents NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 146 Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 148 Media Provider Controller - Additional Parameters. . . . . . . . . . . . . . . . . . . 150

B Capacity Matrix for Avaya DMCC Recording

153

Index

169

Contents NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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1 Overview This guide describes the integration between the NICE Interactions Center and the Avaya Device Media Call Control (DMCC or CMAPI) environment. NOTE: For an updated list of supported versions, refer to the Integration Description Document (IDD).

Contents You Are Here - NICE Perform Site Installation Workflow ............................................ 12 Avaya DMCC Integration Workflow............................................................................... 13 Integration Description .................................................................................................. 14 System Architecture....................................................................................................... 15 Components............................................................................................................... 17 Recording Modes ...........................................................................................................16 Interaction-based Recording Architecture.................................................................. 18 All Calls Recording Architecture................................................................................. 19 Recording Methods ........................................................................................................ 15 Limitations....................................................................................................................... 20

Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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You Are Here - NICE Perform Site Installation Workflow

You Are Here - NICE Perform Site Installation Workflow Legend:

Prepare Machines

Mandatory component

Install MS SQL Server 2005 and NICE Perform Databases

Optional component

Install NICE Perform Applications and define in System Administrator

Integration dependant

Install and Connect one of the following: - or - or -

NiceLog High Density Logger Interaction Capture Unit (ICU) NICE VoIP Logger

Install VoIP Recording Gateway (VRG) and define in System Administrator Configure the NICE Interactions Center in the System Administrator then install the NICE Interactions Center software Configure and then Install CTI Integrations

You are Here

Define Channel Mapping in the System Administrator Install NICE IA Link Analysis Server on the Data Mart Server Install NMS and define in System Administrator Install relevant optional components and define in System Administrator: Audio Analysis NICE Storage Center Media Library

Telephony Services Stream Server

NiceScreen ScreenSense Reporter Server

Install the latest approved NICE Update Perform Required Installation and Acceptance Test Procedures

NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.

Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Avaya DMCC Integration Workflow

Avaya DMCC Integration Workflow The following flow details the components required in the Avaya DMCC integration. Click an underlined step. The procedure appears. IMPORTANT

•

Do not configure the VoIP Logger in System Administrator until after the Avaya DMCC integration procedures have been completed.

•

Before you perform integration procedures, you must stop VoIP Logger operation.

An Avaya System Administrator must be present during the installation to assist with this phase of the installation! Prepare the Avaya Communication Manager

Configure the New CTI Connection

Install the NICE Interface with Avaya DMCC on the VoIP Logger

Configure Channel Mapping

Restart the VoIP Logger

Define the VoIP Logger in System Administrator See the VoIP Logger Installation Guide.

Install and Configure your Switch Integration See the switch integration guide specific to your site.

Congratulations! Your integration is complete!

Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Integration Description

Integration Description The Avaya Communication Manager environment is comprised of Media Servers and Media Gateways which provide telephony connectivity for IP, digital, and analog phones. The Avaya Device Media Call Control (DMCC) connector server provides recording hooks which serve third-party integrations. In the NICE Systems integration with the DMCC environment, the DMCC connector server enables registration of emulated IP phones to the Media Server. These emulated phones then observe calls of other phones in the Avaya Communication Manager System. The observed phones can be any type of phone - IP, digital, or analog. In addition, the DMCC server enables shared observation of users’ IP and digital phones for receiving events (for example, changes in the phone’s display, on/off hook status, key presses etc.) and for controlling the phones remotely. Below is a summary of the Avaya DMCC integration. NOTE: The following abbreviations are used: QM = Quality Management ROD = Recording on Demand SRP = Selective Recording Program DNIS = Dialed Number Identification Service

Driver Switch Configuration Supported interface versions

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

Available Recording Applications and Methods Active VoIP Recording (DMCC)

Total, ROD, Interaction-Based Recording

Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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System Architecture

System Architecture NICE System integrates with the DMCC environment via the Avaya DMCC Media Provider Controller Driver. Installed on the Logger, the Avaya DMCC Media Provider Controller Driver interfaces with the DMCC Connector Server, enabling the Logger’s recording channels to be registered on the DMCC server as emulated extensions on the switch. For information about recording flows, see Interaction-based Recording Architecture on page 18 and All Calls Recording Architecture on page 19. Figure 1-1

System Architecture for DMCC Integration with NICE Systems

Traditional phone NICE VoIP Logger

PSTN

Traditional phones

Avaya Media Gateway

DMCC Media Provider Controller Driver

Avaya Media Server

NICE Interactions Center AES Server - DMCC Server - CTI Server

LAN IP phones

Recording Methods Observation in this integration is implemented using Single Step Conference or Service Observation.

•

Service Observation - Service Observation is a feature on the Avaya Communication

Manager switch, which allows any agent to enter an observation code in a phone unit and dial another extension for observation purposes. This method of observation can be obtained by having the virtual IP Softphone extensions perform observation on the DMCC Server. Each IP Softphone DMCC extension is capable of functioning as a normal extension, therefore enabling the Logger and the NICE Interactions Center to perform an intrusion through the channel. The observation is performed using NICE Interactions Center CTI commands (MakeCall) and DMCC commands. The Avaya DMCC Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service on the Avaya AES to begin observation of a device. Service Observation is used for All Calls Recording.

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System Architecture

•

Single Step Conference (SSC) - Single Step Conference (SSC) is an improved method of

observing on the Communication Manager platform. In Single Step Conference, the Avaya DMCC Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service to start a Single Step Conference call. The Loggers’ channels correspond to virtual IP Softphone extensions defined on the DMCC Server, which are used to connect to the Avaya switch. These virtual IP Softphone extensions are recognized by the switch as a set of simple extensions. Single Step Conference requires the Call ID and the Extension Number from the switch. Conferencing may be performed via any device participating in the call. NICE Interactions Center uses Single Step Conference in the "Not full participant" mode, which means that the participant can hear the audio but cannot be heard. At the end of the call, the Avaya DMCC Media Provider Controller sends a "clear connection" command to the DMCC service. Single Step Conference is the preferred recording mode for Interaction-based Recording.

Recording Modes NICE offers the two following recording solutions:

•

Interaction-based Recording When an interaction that is selected for recording starts, Interaction-based Recording allocates a recording channel on the Logger and initiates recording. Where Selective Recording, Recording on Demand (ROD) and/or Quality Monitoring (QM) Recording are required, Interaction-based Recording enables efficient use of the recording channels, since the number of required recording channels is equal to the number of the calls that need to be recorded concurrently, rather than to the number of phones in the system.

•

All Calls Recording In the All Calls Recording system, each phone is statically associated with a recording channel. The call events are used to generate the call entries in the database and not for triggering the recording. Each call entry is mapped to the recording channel that is associated with the relevant phone. QM Recording can be implemented on top of All Calls Recording, marking recorded calls for QM evaluation according to the QM rules.

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System Architecture

Components Avaya Components •

Avaya AES (Application Enablement Services) - includes DMCC (CMAPI) service, and

optionally CTI, TSAPI services

•

Avaya Communication Manager

The Avaya Communication Manager includes the following components:

•

Media Server: The Media Server runs the Avaya Communication Manager 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.

•

Phones

•

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

•

VoIP soft and hard phones

NICE Components •

NiceLog (Audio Logger): Powerful digital voice recording system. NiceLog 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 Interactions Center (CLS): Communicates with the switch via the CTI server

installed at the site. Through communication with the CTI server at the site, the NICE Interactions 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.

Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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System Architecture

Interaction-based Recording Architecture Referring to Figure 1-2, the recording flow for interaction-based recording operates as follows: 1. Using the Avaya DMCC Media Provider Controller, the Logger connects to the Avaya DMCC

(CMAPI) service on the Avaya AES and requests to initiate the emulation of IP phones, registering one phone per recording channel. Each of these IP phones is a virtual phone that resides on the Logger. 2. NICE Interactions Center receives a Start Call event from the CTI server. 3. Recording rules that have been preconfigured in NICE Perform, determine whether the call

needs to be recorded. If so, NICE Interactions Center allocates a channel on the Logger and tells the Logger to record this call on the allocated channel. The Logger allocates an IP address and port for recording and sends a request to observe the call via the DMCC (CMAPI) service on the AES. 4. The Media Gateway starts sending audio packets to the Logger and the Logger records the

audio in the allocated recording channel. 5. When the call ends, the NICE Interactions Center receives a Stop Call event from the CTI

server. NICE Interactions Center sends a stop command on the channel to the Logger and the Logger sends a stop observing command to the AES. 6. NICE Interactions Center releases the allocated channel, and inserts the call entry, with its

associated call details received from the CTI Server, into the Calls database. Figure 1-2

Interaction-based Recording Information Flow

NICE VoIP Logger

Traditional phones

Avaya Media 4 Gateway

3

1

DMCC Media Provider Controller Driver

Avaya Media Server

AES Server - DMCC Server - CTI Server

LAN

5

5 2

6

NICE Interactions Center

IP phones

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System Architecture

All Calls Recording Architecture Referring to Figure 1-3, the recording flow for All Calls Recording operates as follows: 1. In NICE System Administrator, you define a recording channel for every extension you need

to record (static mapping). 2. Using the Avaya DMCC Media Provider Controller Driver, the Logger: 2.1.

Connects to the DMCC (CMAPI) service on the Avaya AES and requests to initiate the emulation of IP phones, registering one phone per recording channel.

2.2.

Requests observation of all the extensions it needs to record.

3. When a call starts on one of the observed phones, the Media Gateway sends audio packets to

the Logger. The Logger records the audio on the recording channel associated with the observed phone. 4. NICE Interactions Center gets call events from the CTI Server and maps the call to the

recording channel. NOTE: In the All Calls Recording environment, channel allocation is static and recording does not depend on the CTI link. 5. When the call ends, NICE Interactions Center inserts the call entry, with its associated call

details received from the CTI Server, into the Calls database. The Logger does not end the observation on the virtual extension, and remains on standby until the next call. Figure 1-3

All Calls Recording Information Flow

NICE VoIP Logger

Traditional phones

Avaya Media 4 Gateway

DMCC Media Provider Controller Driver

Avaya Media Server

AES Server - DMCC Server - CTI Server

LAN

2

3

1 5

NICE Interactions Center

IP phones

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Limitations

Limitations •

The following scenarios are not supported:

•

The Group Page feature is not supported.

•

When a transfer is made from an initiator extension to an extension that is not being recorded, this call will not be recorded via Service Observation. Example:

X1, X2, and X3 are defined as agent extensions. S1 and S2 are defined as virtual extensions for performing Service Observation on extensions X1, X2, and X3. a. S1 is observing X1. S2 is observing X2. b. X1 calls X2. The voice will come to S1 only, no voice on S2 (as it should). c. X1 makes a blind transfer to X3. This means that X2 and X3 are talking. In this

scenario, X3 is not being observed. X2 only is observed by S2. Outcome: The voice is not transferred to S2 after the transfer. If X3 was being Service Observed by S3, only then the voice would arrive via S3.

•

Bridged Call Scenarios are not supported by All Calls Recording. When multiple calls are performed to the same Master extension number, call audio is not passed to the service observer and cannot be recorded by Service Observation. Also, additional issues arise when the Master extension is an Administered Without Hardware (AWOH) station (X-Port).

•

When the Ring Back tone is present on a conference call during blind conference scenarios, the conference call audio is not passed to the service observer and cannot be recorded by Service Observation.

•

Avaya CM3.1 and below: Conference transfer to ACD or to Agent ID calls are not supported. After the conference initiator leaves the call, the audio from the remaining call is not sent to the service observer. As a result, this audio cannot be recorded by Service Observation.

The following scenario describes this limitation: a. Agent 1 and Agent 2 are service observed. b. Customer calls Agent 1. c. Agent 1 initiates a Blind Conference or Consult Conference to the ACD (or to

Agent ID). d. Agent 2 answers. e. Agent 1 hangs up. f. Agent 2 and Customer talk.

If the Avaya DMCC virtual extension observes Agent 2 before the start of the call (All Calls Recording), the call audio is not passed to the service observer and therefore the call is not recorded. Chapter 1: Overview NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Limitations

If the Avaya DMCC virtual extension observes Agent 2 after the start of the call (Interaction-Based Recording), the call audio is passed to the service observer correctly and the call is recorded.

•

Directed Call Pickup performed from analog extensions is not supported. When performing Directed Call Pickup from an analog extension, the audio of the call is not transferred to the service observer, and therefore, cannot be recorded by Service Observation. The following scenario describes this limitation: a. Agent 1 is using a digital extension. Agent 2 is using an analog extension. The Media

Provider Controller is observing Agent 2. b. Customer calls Agent 1. Agent 1’s extension rings. Agent 2 performs Call Pickup

from Agent 1 by dialing the Directed Call Pickup Feature Access Code + A2 extension number. c. Customer and Agent 2 are now connected but the Media Provider Controller does not

receive the audio.

•

Blind conference limitation: In the following scenario, the conversation between two agents is not recorded: Scenario (where A and A1 are agents and C is a customer): A calls A1 and then calls C and adds C to the conversation with A1 (blind conference). The conversation between A and A1 will not be recorded until C answers the phone.

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2 Preparing the Avaya DMCC Environment This chapter describes how to prepare Avaya DMCC to integrate with NICE Perform.

Contents Before You Begin the Integration.................................................................................. 24 Preparing Avaya Communication Manager for Integration with NICE ...................... 25 Verify the License for Avaya DMCC Softphone Registration ..................................... 26 Define the Logger’s Virtual Extensions ...................................................................... 27 Configure the Symbolic Name ................................................................................... 29

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Before You Begin the Integration

Before You Begin the Integration Before you begin integrating the Avaya DMCC environment with NICE Perform, ensure that the following information is available: Table 2-1: Installation Checklist Description

Comment

The CTI server name The correct CTI driver Avaya DMCC port number (in AES 3.1.2 the unsecured port is disabled) Avaya DMCC username and password Avaya DMCC symbolic name and password (The symbolic name is the same as the AES OAM switch connection name and the security code configured for the softphone/Virtual Extension in the Communication Manager.) Emulated Avaya DMCC soft phones (virtual IP phones) list Passwords to the emulated Avaya DMCC soft phones Observation code List of supported codecs (G711A/G711U/G729/G729A/G723) (configured in the CLANs that the Avaya DMCC softphone will register with) List of supported encryption algorithms (AES_128_Counter/No encryption) Avaya DMCC protocol version List of phone models and firmware version

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Preparing Avaya Communication Manager for Integration with NICE

Preparing Avaya Communication Manager for Integration with NICE IMPORTANT

•

The procedures described in this section should be performed by a certified Avaya technician.

•

This section describes the essential steps in configuring the switch for the NICE Perform integration with Avaya DMCC. For comprehensive information about configuring the Avaya switch, see Avaya documentation.

To enable NICE machines to integrate with the Avaya DMCC environment, you must:

•

Verify the License for Avaya DMCC Softphone Registration

•

Define the Logger’s Virtual Extensions

•

Configure the Symbolic Name

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Verify the License for Avaya DMCC Softphone Registration You must have an IP_API_A license for each Application Enablement Services softphone registered for the NICE integration. To verify that you have a sufficient number of IP_API_A licenses, check the Optional Features screen. IMPORTANT

•

Beginning with AE Services 4.2 and CM 5.1, DMCC station registration is licensed on AE Services instead of Communication Manager. The DMCC license on AE Services instead of “IP_API_A” license on Communication Manager requires Communication Manager 5.1 and the switch connection must be administered. STA and IP_Softphone licenses are still required on CM.

•

AE Services 4.2 DMCC station registration (using IP_API_A) with CM 3.x, 4.x, and 5.0 continue to be licensed on Communication Manager.

•

AE Services 4.2 will enable temporary licensing for DMCC up to 30 days. This implementation requires at least once Simulation Connection RTU and CM 5.1

To verify the license for the Avaya DMCC softphone registration: 1. In the Avaya Site Administration, run display system-parameters customer-options.

The Optional Features screen appears. Figure 2-1

Optional Features Screen - display system-parameters customer-options

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2. Go to page 9 (or 10, depending on your system), and check the Maximum IP registrations by product ID field. This field displays the number of allocated IP_API_A licenses, and the

number of licenses that have been used. 3. If you do not have enough IP_API_A licenses or if IP_API_A does not appear in the Product

ID list, contact your Avaya representative to contract more licenses.

Define the Logger’s Virtual Extensions Before the DMCC server can register the emulated (virtual) extensions on the Media Gateway, the extensions must be defined on the switch. IMPORTANT

• •

Each virtual extension must be defined separately as described in this section. When your site is configured for Single Step Conference, the virtual extensions on the AES must be defined in the same group as the extensions that are observed via Single Step Conference.

To define the Logger’s virtual extensions on the switch: 1. Open a console window on the switch and define the following:

•

Extension Type: 4624 NOTE: Extension Type 4624 represents all soft phones.

•

IP Softphone: Y (Yes)

•

Security Code

The Security Code value is the extension password. In the Configuring a New CTI Connection on page 35, you need to define this value as the Password.

•

COR: Ensure that the selected COR (Class of Restriction) is configured to enable

Service Observation. See Step 2. Figure 2-2

Avaya Switch Console - Page 1

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2. Display the COR (Class of Restriction) definitions and define Can be a Service Observer? as Y. This enables all configured virtual extensions or softphones to be observed and recorded.

See Figure 2-3. Figure 2-3

COR (Class of Restriction) Definitions

NOTE: The Audio Code value on the switch must match the CodecList defined in Configuring a New CTI Connection on page 35. See Figure 3-13 or Figure 3-15. Figure 2-4 Avaya Switch Console - Audio Codec Value

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Preparing Avaya Communication Manager for Integration with NICE

Configure the Symbolic Name The Avaya AES Server supports up to 16 simultaneous C-LAN connections. This allows the AES Server to provide load balancing across multiple connections and a C-LAN failover mechanism. The symbolic name, or Connection Name, is configured on the Avaya AES Server and represents multiple C-LANs on the Avaya Media Gateways. This allows the recording system to implement redundancy and load sharing over multiple C-LANs by communicating with the symbolic name. Multiple C-LANs are required in implementations of over 300 Avaya DMCC channels. This section describes how to configure the symbolic name. The symbolic name is the Connection Name on the AES, and is case sensitive. To configure the symbolic name: 1. In AES OAM Admin, go to Administration > Switch Connections. Figure 2-5

OAM: Switch Connections

Connection names

Edit CLAN IPs

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2. Select the required Connection Name and click Edit CLAN IPs. Figure 2-6

OAM: Edit CLAN IPS

3. Enter the host name or IP address of the C-LAN for AES connectivity, and then click Add Name or IP. Repeat for each C-LAN attached to this connection. 4. In the Switch Connections window, click Edit H.323 Gatekeeper.

To use the symbolic name feature, the H.323 gatekeeper must be specified. The C-LAN configuration alone is not sufficient. The H.323 IP list can be different from the C-LAN IP list. Figure 2-7

OAM: H.323 Gatekeeper

5. Select the required Name or IP Address, or type in the host name or IP address of the H.323 Gatekeeper and click Add Name or IP.

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6. Select Administration > Network Configuration > Ports. Figure 2-8

DMCC Server Ports

7. Ensure that the DMCC Server port is enabled.

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3 Configuring the CTI Integration for Avaya DMCC This chapter describes the procedures for configuring the Avaya DMCC integration in NICE Perform R3.1.

Contents Before you Begin ............................................................................................................ 34 CTI Connection Configuration.................................................................................... 34 SNMP Service Installation.......................................................................................... 34 Configuring a New CTI Connection .............................................................................. 35 Managing Device Information........................................................................................ 53 Importing Devices from Text Files .............................................................................. 53 Exporting Devices to a Text File................................................................................. 55 Verifying the CTI Integration.......................................................................................... 57 Configuring Individual Components............................................................................. 58

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Before you Begin

Before you Begin To configure the NICE Perform CTI Integrations, you run the CTI Connection wizard. The wizard requires you to enter specific information - some of which may have been entered on the switch. WARNING Verify that you have all necessary information listed in each of the following sections or that you have performed any necessary procedures BEFORE you start your configuration.

Prepare for your integration using the following:

•

SNMP Service Installation

•

CTI Connection Configuration

CTI Connection Configuration NOTE: It is important that the Avaya System Administrator is present during the installation.

Before proceeding with Configuring a New CTI Connection on page 35, have ready the following information: The NICE Interactions Center IP address or Host name

•

The telephony switch

•

Integration parameters that need to be defined, their names and values. (This varies according to your selected integration.)

•

The IP address or Host name of the Application Link

•

Application Link port ID

•

A list of all extensions that need to be monitored

SNMP Service Installation Before installing the integration software make sure that the SNMP Service is installed on your computer. NOTE: All system components must also be associated with each other appropriately.

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Configuring a New CTI Connection

Configuring a New CTI Connection The CTI Connection defines the actual CTI Server with which the system integrates. For every interface, a telephony switch is configured. This is the physical server on which the interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the interface that the correct telephony switch is defined. The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, you should use the Customization Workflow outlined in the System Administrator’s Guide. The New CTI Connection wizard walks you through all the steps required to configuring the CTI Interface, the Connection Manager, and the Driver. IMPORTANT Before you begin, ensure that you completed configuring the CLS in the System Administrator.

To configure a new CTI connection: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select CTI Integrations.

3. In the Details Pane, click

.

-or-

From the Actions menu, select New CTI Connection.

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Configuring a New CTI Connection

The Set New CTI Connection Wizard starts. Figure 3-1

Set New CTI Connection Wizard - Introduction Window

Progress bar through the Wizard

4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch definitions section. Figure 3-2

CLS and Telephony Switch definitions Section

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5. Define the following: Attach CTI to CLS

From the drop-down list, select the relevant CLS Server.

Telephony Switch Type

From the drop-down list, select Avaya CM.

The selected Telephony Switch Type appears in the Switch Name field. IMPORTANT In the Switch Name field, change the name to indicate that this connection is with Avaya DMCC. 6. Continue as follows:

To define a new telephony switch, see Step 7 on page 37. To select an existing switch, see Step 8 on page 38. 7. To define a new telephony switch: 7.1.

Leave the default setting - Define new telephony switch. Define new telephony switch

7.2.

If you have different types of Avaya Switches, in the Switch Name field, change the name to indicate that this connection is with Avaya CM.

7.3.

Leave the default CLS Reporting Type setting as CTI.

7.4.

(Optional) To disable advanced CLS Reporting options, click Advanced. For Advanced CLS Reporting type options, click here

In the Agent Logon Mode area, clear the checkboxes as follows: 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 that you leave all three Agent Logon modes selected.

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Configuring a New CTI Connection

Continue with Step 9 on page 38. 8. To use an existing telephony switch, do the following: 7.5. 8.1.

Select Use Existing. A drop-down list of existing telephony switches is enabled.

8.2.

From the drop-down list, select Avaya CM.

Figure 3-3

CLS and Telephony Switch Definitions Section

Use existing Telephony Switch

Continue with Step 9 on page 38. 9. Click Next. 8.3.

The Set New CTI Connection Wizard window displays the CTI Interface type section.

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Configuring a New CTI Connection

Figure 3-4

CTI Interface type Section

9.1.

In the Telephony Switch and CTI Interface Type area, from the drop-down list, select a CTI interface.

9.2.

Select Active VoIP and from the Active VoIP menu, select DMCC (CMAPI).

10. Click Next. The CTI Interface Information section appears.

These fields are relevant to the defined CTI server only. Define fields according to instructions in the relevant integration guide. Figure 3-5

General Interface Information Section

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Configuring a New CTI Connection

11. Click Next. The Active VoIP Interface: DMCC (CMAPI) window appears, displaying default required parameters only. Show only required parameters is selected. Figure 3-6

•

Active VoIP Interface: DMCC (CMAPI) Window - Default Parameters

To define default parameters only, double-click each of the parameters in the Parameter column, and type in the appropriate values as follows: PrimaryAESServerAddress: The IP address of the Avaya AES server. PrimaryAESUserName: Avaya user name. PrimaryAESPassword: Avaya password. NOTE: The user and password for the Avaya DMCC connection is the same user and password used for the CT connection. -or-

•

To display the hidden parameters, clear Show only required parameters. Additional VoIP Interface: DMCC (CMAPI) parameters are displayed.

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Figure 3-7

Active VoIP Interface: DMCC (CMAPI) Window - Hidden Parameters

If your site is configured for AES backup, double-click UseAESWarmStandbyFeature and select True. Additional parameters are displayed. Figure 3-8

Active VoIP Interface: DMCC (CMAPI) Window - All Parameters

Define AES WarmStandbyFeature parameters as described below: SecondaryAESServerAddress: The IP address of the Avaya AES server. Chapter 3: Configuring the CTI Integration for Avaya DMCC NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Configuring a New CTI Connection

SecondaryAESUserName: Avaya user name. SecondaryAESPassword: Avaya password. NOTE: The user and password for the Avaya DMCC connection is the same user and password used for the CT connection. 12. (Optional) If your site is configured for Service Observation, expand the Active VoIP Additional Interface Parameters section and define the ObservationCode. Figure 3-9

Active VoIP Interface: DMCC (CMAPI) Window

For information about defining the remaining additional interface parameters, see CTI Interface - Additional Switch Parameters on page 142.

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13. Expand the Media Provider - Location section. Figure 3-10

Active VoIP Interface: DMCC (CMAPI) Window - Media Provider Location

Media Provider Controllers area

To define the Media Provider: 13.1.

Enter the Media Provider Controller’s host name or IP address. Since the Media Provider Controller will be installed on the same machine as the Logger, enter the Logger’s IP address or host name.

13.2.

Click

.

The Media Provider is listed in the Media Provider Controllers area. 14. Click Next.

The Available Devices window appears.

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Figure 3-11 Set New CTI Connection Wizard Window

15. Set devices by following the relevant procedure/s below:

• •

If you do not need to add devices, continue with Step 21 on page 49. To add devices, select the relevant procedure:

• • • • • • •

To add a single device, continue with Step 16 on page 45. To add a range of devices, continue with Step 17 on page 47.

To edit devices, continue with Step 18 on page 48. To delete devices, continue with Step 19 on page 48. To search for a device, continue with Step 20 on page 49. To import devices from a file, see Importing Devices from Text Files on page 53. To export the devices to a file, see Exporting Devices to a Text File on page 55.

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16. To add a single device, click Add. The Available Device window appears. Figure 3-12

Available Device Window

16.1.

In the Device Number field, enter the number you want to assign to the device.

16.2.

From the Device Type drop-down list, select Virtual Extension.

16.3.

To display the Advanced Options, click

.

Figure 3-13 Advanced Device Monitoring Window

16.4.

Double-click a parameter to define a value. Define parameters as described below: Symbolic name

Type the symbolic name of the C-LAN on the Media Gateway. See Configure the Symbolic Name on page 29.

Password

Type the password of the C-LAN on the Media Gateway. This is the Security Code defined in Define the Logger’s Virtual Extensions on page 27.

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CodecsList

Select the codecs defined in the Security Code.

Note: To optimize system performance, we recommend selecting only the supported codecs. See Define the Logger’s Virtual Extensions on page 27. EncAlgList

16.5.

Select an encryption algorithm.

Click OK.

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17. To add a range of devices, click

. The Available Devices Add Range window

appears. Figure 3-14

Available Device Add Range Window

17.1.

Enter the starting number in the Start at device number field.

17.2.

In the Number of devices to add field, enter the number of devices you want to add.

17.3.

From the Device Type drop-down list, select Virtual Extension.

17.4.

To display the Advanced Options, click window appears.

. The Advanced Device Monitoring

Figure 3-15 Advanced Device Monitoring Window

17.5.

Double-click a parameter to define a value. Define parameters as described below: Symbolic name

Type the symbolic name of the C-LAN on the Media Gateway. See Configure the Symbolic Name on page 29.

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Password

Type the password of the C-LAN on the Media Gateway. This is the Security Code defined in Define the Logger’s Virtual Extensions on page 27.

CodecsList

Select the codecs defined in the Security Code. Note: To optimize system performance, we recommend selecting only the supported codecs. See Define the Logger’s Virtual Extensions on page 27.

EncAlgList 17.6.

Select an encryption algorithm.

Click OK.

18. To edit devices, select the device that you want to edit and click

. The Edit Available

Device window appears. Figure 3-16

•

Edit Available Device Window

Edit the device information and click OK.

19.To delete devices, select the devices that you want to delete and click

. The Remove

Available Devices message window appears. Figure 3-17

• •

Remove Available Devices Window

Verify that the relevant devices are listed. If the list is correct, click Yes. If the list is not correct, click No. Chapter 3: Configuring the CTI Integration for Avaya DMCC

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20. To search for a device, click Figure 3-18

. The Search For Device window appears.

Search For Device Window

20.1.

In the Device field, enter the device ID or trunk information.

20.2.

Click OK.

The Set New CTI Wizard window reappears displaying all the devices that you have added. Figure 3-19

Available Devices Area

21. Click Next. The Set New CTI Connection Wizard window displays all monitored devices. 22. Click Next.

The Optional Features window appears displaying the optional features for the defined CTI server. Refer to the relevant integration guide.

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Configuring a New CTI Connection

Figure 3-20

Optional Features Window

23. Click Next.

•

If you selected a CLS in Step 5 that was not attached to an existing Connection manager, the CTI Connection Wizard automatically creates a Connection manager, and the Set New CTI Connection Wizard displays the Summary section. Proceed to Step 26 on page 52.

•

If you selected a CLS in Step 5 that was already attached to an existing Connection Manager, the Set New CTI Connection Wizard window appears, and displays the Select a Connection Manager area. Proceed to Step 24 on page 51.

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Configuring a New CTI Connection

Figure 3-21

Select a Connection Manager Window

IMPORTANT If no Connection Manager currently exists in your site, this window does not appear. 24. You now need to select a Connection Manager. You can either create a new one or select an

existing Connection Manager. To create a new Connection Manager, complete the following: 24.1.

Select Create a new Connection Manager.

24.2.

From the Port drop-down list, select an available port that is not listed in the Ports in Use area.

To select an existing Connection Manager, complete the following: 24.1.

Select Select available Connection Manager.

24.2.

From the Port in Use area, select the appropriate port.

For information about Connection Manager parameters, see Connection Manager Additional Parameters on page 146 and Connection Manager - Interface Parameters on page 148. 25. Click Next. The Set New CTI Connection Wizard window displays the Summary section.

The Summary window displays the CTI Interface name and ID, and the switch type that you defined.

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Configuring a New CTI Connection

Figure 3-22

Set New CTI Interface Wizard - Summary Window

26. Click Finish. 27. System Administrator displays the new CTI interface in the list of CTI interfaces. NOTE: For comprehensive information about maintaining or changing the CTI interface, refer to the NICE Perform System Administrator’s Guide. Figure 3-23

Avaya DMCC CTI Interface

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Managing Device Information

Managing Device Information You can import and/or export your device information when needed.

Importing Devices from Text Files You can save time when you configure your CTI Interface(s) by importing the device number and the corresponding device type from existing .txt files. For information about configuring your CTI interface, see Configuring a New CTI Connection on page 35. 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.

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 Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Avaya DMCC Interface. The selected CTI Interface definition appears.

Click the Devices tab and expand Available Devices. Figure 3-24

CTI Interface Definition - Devices Tab

-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices.

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2. Click the Import from drop-down list, select File and click Figure 3-25

.

Switch Devices Configuration Window - CTI Connection Wizard

The Import window appears. Figure 3-26

Import Available Devices List Window

3. If you want to overwrite all the devices that currently appear in the Available Devices area, select the Overwrite list of available devices checkbox. 4. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space, a Tab or a Comma increment. 5. In the Records separator drop-down list, accept the default New Line. 6. In the Fields order drop-down list, select the relevant order in which the device number and

its corresponding type that appears in the txt file: Device Delimiter Device Type (that is, first the device number followed by the device type), Device Type Delimiter Device (that is, first the device type followed by the device number). 7. Click the Import File browse button and browse to the file you want to import. Chapter 3: Configuring the CTI Integration for Avaya DMCC NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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

Exporting Devices to a Text File You can export a list of all your devices to a text file. Follow the procedure below. To export the devices to a text file: 1. In the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Ericsson Interface. The selected CTI Interface definition appears.

•

Click the Devices tab and expand Available Devices.

Figure 3-27

CTI Interface Definition - Devices Tab

-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices. 2. Click Export to file.

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Figure 3-28

Switch Devices Configuration Window - CTI Connection Wizard

The Export Available Devices List window appears. Figure 3-29

Export Available Devices List Window

3. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment. 4. In the Fields order drop-down list, select the relevant order in which the device number and

its corresponding type will appear in the txt file: Device Delimiter Device Type (that is, first the device number followed by the device type), Device Type Delimiter Device (that is, first the device type followed by the device number). 5. Click the Export file to browse button and browse to the relevant location where you want to

save the exported file. The Save as window appears. 6. In the File name field, enter the file’s name. 7. Click OK. The devices listed in the CTI Interface are save in a .txt file.

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Verifying the CTI Integration

Verifying the CTI Integration This procedure describes how to verify that all the relevant system components have been attached. To verify that all system components have been attached: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations. 3. Click the Diagram tab. For an example of a non-secured connection, see Figure 3-30. Figure 3-30

CTI Integrations Diagram

NOTE: This diagram displays the connection layout only. It does not verify that component connections are established!

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Configuring Individual Components

Configuring Individual Components The recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 35). If this wizard is not suitable due to site considerations or other factors, you must configure each component individually. The table below (Table 3-1: CTI Integration Configuration - Configuring Individual Components on page 58) provides you with the relevant path for each individual component’s wizard, in the System Administrator application. For detailed information, see the System Administrator’s Guide. Table 3-1: CTI Integration Configuration - Configuring Individual Components Wizard

Path

Step 1: CTI Interface

•

Select CTI Integrations > CTI Interfaces.

•

Then, from the Actions menu, select New CTI Interface.

•

Select CTI Integrations > Connection Managers.

•

Then, from the Actions menu, select New Connection Manager.

• •

Select CTI Integrations > Drivers.

Step 2: Connection Manager

Step 3: Driver

Step 6: Install NICE CTI Integration Software

Then, from the Actions menu, select New Driver.

See Installing the CTI Integration Software on page 59.

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4 Installing the CTI Integration Software This chapter describes how to install the Media Provider Controller and the Connection Manager on the VoIP Logger.

Contents Installing the Media Provider Controller on the VoIP Logger ..................................... 60

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Installing the Media Provider Controller on the VoIP Logger

Installing the Media Provider Controller on the VoIP Logger You install the Avaya DMCC Media Provider Controller and Connection Manager on the VoIP Logger. This procedure installs the following services on the Logger:

•

Nice Integration Dispatch Service

•

Nice Integration Log Retention Service

•

Nice Integration Reporting Level Dumper

Need to Have:

•

System Administrator Server IP Address

To install the Avaya DMCC Media Provider Controller on the VoIP logger: 1. In the NICE VoIP Logger, insert the NICE Perform Standard SW components DVD in the

drive. 2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers, and double-click Setup.exe. Figure 4-1

NICE Perform Integrations Wizard

The InstallShield Wizard Welcome window appears.

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Installing the Media Provider Controller on the VoIP Logger

Figure 4-2

NICE Perform Integrations Wizard - Welcome Window

3. Click Next. The Log On window appears. Figure 4-3

Log On Window

4. If your site is configured for Windows or NT authentication, select This account and type the

user login details that will be used as the Avaya DMCC integration server login. -or-

If you need to configure the local user account as the Avaya DMCC integration server login, select Local System Account. The Setup Status window appears displaying installation progress. Chapter 4: Installing the CTI Integration Software NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Installing the Media Provider Controller on the VoIP Logger

Figure 4-4

Setup Status Window

5. Wait until the DMCC (CMAPI) Install Certificate popup message appears. Figure 4-5

DMCC (CMAPI) Install Certificate Popup Message

6. Click OK. The Certificate Information window appears.

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Installing the Media Provider Controller on the VoIP Logger

Figure 4-6

Certificate Information Window

7. Click Install Certificate. The Certificate Import Wizard window appears. Figure 4-7

Certificate Import Wizard Welcome Window

8. Click Next. The Certificate Store window appears.

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Installing the Media Provider Controller on the VoIP Logger

Figure 4-8

Certificate Store Window

9. Select the Place all certificates in the following store option and click Browse. The

Select Certificate Store window appears. Figure 4-9

Select Certificate Store Window

10. Select Show physical stores. In the Trusted Root Certification Authorities root folder select the Local Computer branch folder. Click OK. The Certificate Store window appears.

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Installing the Media Provider Controller on the VoIP Logger

Figure 4-10

Certificate Store Window

11. Keep defaults and click Next. The Completing Certificate Import Wizard window appears. Figure 4-11 Complete Certificate Import Window

12. Click Finish. An information message appears. Figure 4-12

Information Message

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Installing the Media Provider Controller on the VoIP Logger

13. Click OK. The Certificate Information window appears. Figure 4-13

Certificate Information Window

14. Click OK. Figure 4-14

NICE Perform Integrations Wizard - Complete Window

15. Select Yes, I want to restart my computer now and click Finish.

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Installing the Media Provider Controller on the VoIP Logger

The three new Avaya DMCC integration services are displayed in the Services application, as shown below. Figure 4-15

Services Window

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Blank page for double-sided printing.

5 Channel Mapping for Avaya DMCC This chapter describes how to map the Avaya DMCC virtual extensions in NICE Perform 3.1.

Contents

About Channel Mapping for Avaya DMCC ................................................................... 70 Configuring the Channels Definition ............................................................................ 71 Configuring the Sources Definition .............................................................................. 74 Configuring the Static Mapping (By Device) ................................................................ 86 Configuring the Dynamic Mapping (By Call)................................................................ 89

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About Channel Mapping for Avaya DMCC

About Channel Mapping for Avaya DMCC Active VoIP recording is used in Avaya DMCC environments. In this environment, each Logger channel uses a virtual extension which is defined in the Avaya DMCC CTI Interface. The Logger’s virtual extension observes a call or device, enabling the Logger to be a participant in the call. Since the allocated virtual extension is a participant in the call, the Logger channel can record the conversation. Since virtual extensions can observe any type of source/device, the mapping must be done between the Logger channel and the extension number. In this environment, channels that are defined for Selective Recording (recording by call or device), must be mapped dynamically. Channels that are defined for Total Recording (recording by device only) must be mapped statically. When your site implements both Selective and Total Recording, the dynamic and static channel mapping can be performed simultaneously. Channel mapping for Avaya DMCC involves the following steps: 1. Configuring the Channels Definition. See page 71. 2. Configuring the Sources Definition. See page 74. 3. Map the channels:

•

Configuring the Static Mapping (By Device). See page 86. and/or

•

Configuring the Dynamic Mapping (By Call). See page 89.

IMPORTANT If the virtual extensions are redefined on the DMCC server, after you complete the channel mapping procedures, you must do the following: 1. Detach the sources from their mappings. See the System Administrator Guide. 2. In System Administrator, in the CTI Integration branch, delete and then recreate the virtual extensions. 3. Map these sources in Channel Mapping. Then update the RCM (Restart/Online Configuration Update). 4. Restart the Integration Dispatch. 5. In the VoIP Logger, delete the MascMap file. Then, restart the VoIP Logger, including the Integration Dispatch. This procedure is relevant to both Total and Interaction-based Recording.

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Configuring the Channels Definition

Configuring the Channels Definition You must specify how many channels on the Logger (the Logger is associated with a single CLS) will be used for the two types of recording methods:

•

Total Active VoIP by Device (SO)

•

Selective Active VoIP by Call (SSC)

Need to know:

•

How many channels will be used for Total Active VoIP by Device (SO) and Selective Active VoIP by Call (SSC) recording

To configure the Channels Definition: 1. Ensure that the Logger is running. 2. Log in to the NICE Perform Applications Suite and from the Accessories menu, choose System Administrator. 3. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. 4. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 1. Channels Definition . NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-1

Channels Definition Branch

5. In the Channels Definition section, click the relevant Logger. The Update Channels Details

window appears.

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Configuring the Channels Definition

Figure 5-2

Update Channel Details Window

6. From the Recording Type dropdown list, select Active VoIP. Figure 5-3

Update Channel Details Window

7. Enter the following details: Number of Total Active VoIP Channels by Device

Number of channels for the By Device (SO) recording method. This requires pre-defined static channel mapping.

Number of Selective Active VoIP Channels by Call

Number of channels for the By Call (SSC) recording method. This requires dynamic channel mapping.

Number of Selective Active VoIP Channels by Device

Not relevant for Avaya DMCC.

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Configuring the Channels Definition

Speaker Separation Support

Select No - Avaya DMCC does not support speaker separation.

Inserter Support

Inserter support applies to Total VoIP channels only. If you have total active VoIP channels, it is recommended to select Yes. Inserter runs periodic checks on the recordings on the Logger and if there are no references to the recordings in the database, they are added. In this way when the CLS is down call records are not lost.

8. Click OK.

The channel definitions are displayed. The Total Active VoIP By Device channels are displayed first. Figure 5-4

Channel Definition

9. Proceed to Configuring the Sources Definition on page 74

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Configuring the Sources Definition

Configuring the Sources Definition You must attach sources to a CTI link. These sources are either Active VoIP devices, or Active VoIP Gateways. Need to have:

•

List of Active VoIP Devices and Gateways per switch

Proceed to configure sources in one of the following ways:

•

Adding One Active VoIP Device on page 75.

•

Adding One Active VoIP Gateway on page 76.

•

Adding Multiple Active VoIP Device Sources on page 78.

•

Adding Multiple Active VoIP Gateway Sources on page 81.

•

Importing Sources from the Integrations Plug-In on page 84.

IMPORTANT If you import sources from the Integrations Plug-in, after the sources are imported, each source must be individually configured.

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Configuring the Sources Definition

Adding One Active VoIP Device To add one active VoIP device: 1. Confirm that you completed Configuring the Channels Definition on page 71. 2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-5

Sources Definition

3. Click

to expand the Sources attached to physical Switch ID: n row.

4. Click

Add new source. The SourceType window appears.

Figure 5-6

Source Type Window

5. From the dropdown list, select Active VoIP Device and click OK. The Active VoIP Device

window appears. Figure 5-7

Active VoIP Device Window

6. Enter the following details: Name

Name of the Active VoIP source. Chapter 5: Channel Mapping for Avaya DMCC

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Configuring the Sources Definition

Device Number

The extension number defined on your CTI server.

Unique Device ID

Select Unique Device ID. This is the phone device identifier, such as the serial number.

Source Side

Select Summed.

Streams Type

Not relevant to Avaya DMCC.

Port Support

Select

7. Click OK. The active VoIP device source is added to the switch. 8. To add another source, repeat this procedure.

Adding One Active VoIP Gateway To add one active VoIP gateway source: 1. Confirm that you completed Configuring the Channels Definition on page 71. 2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-8

Sources Definition

3. Click

to expand the Sources attached to physical Switch ID: n row.

4. Click

Add new source. The SourceType window appears.

Figure 5-9

Source Type Window

5. From the dropdown list, select Active VoIP Gateway and click OK. The Active VoIP

Gateway window appears.

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Configuring the Sources Definition

Figure 5-10

Active VoIP Gateway Window

6. Fill in the details: Name

Name of the Active VoIP Gateway source.

IP

The Active VoIP Gateway IP address. -or-

CTI Trunk ID

The CTI trunk ID that the driver uses to identify the gateway, that is, the Trunk Group number configured in the PBX connected to the gateway.

7. Click OK. The Active VoIP Gateway source is added to the switch. 8. To add another gateway, repeat this procedure.

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Configuring the Sources Definition

Adding Multiple Active VoIP Device Sources To add multiple active VoIP device sources: 1. Confirm that you completed Configuring the Channels Definition on page 71. 2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-11 Sources Definition

3. Click

to expand the Sources attached to physical Switch ID: n row.

4. Click

Add sources by wizard. The Create Sources Wizard appears.

Figure 5-12

Create Sources Wizard - Introduction Window

5. Click Next. The Source Type Selection window appears.

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Configuring the Sources Definition

Figure 5-13

Create Sources Wizard - Source Type Selection Window

6. Select Active VoIP Device and click Next. The Active VoIP Device Details window appears. Figure 5-14

Create Sources Wizard - Active VoIP Device Details Window

7. Fill in the details: Increment

Select Device Number.

Device Number Select Decimal. Details

In the text field, enter the first device ID.

Unique Device ID Details

Not applicable to Avaya DMCC.

Source Side

Select Summed.

Streams Type

Not applicable to Avaya DMCC. Chapter 5: Channel Mapping for Avaya DMCC

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Configuring the Sources Definition

Port Support

Select SinglePort.

8. Click Next. The Amount of Active VoIP Devices window appears. Figure 5-15

Create Sources Wizard - Amount of Active VoIP Devices Window

9. Enter the following details: Number of sources

Enter the number of sources you need to create.

Step

Enter the increment between sources.

10. Click Next. The Summary window appears. Figure 5-16

Create Sources Wizard - Summary Window

11. Click Finish. The sources are displayed.

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Configuring the Sources Definition

Figure 5-17

Sources Definition

Adding Multiple Active VoIP Gateway Sources To add multiple active VoIP gateway sources: 1. Confirm that you completed Configuring the Channels Definition on page 71. 2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-18

Sources Definition

3. Click

to expand the Sources attached to physical Switch ID: n row.

4. Click

Add sources by wizard. The Create Sources Wizard appears.

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Configuring the Sources Definition

Figure 5-19

Create Sources Wizard - Introduction Window

5. Click Next. The Source Type Selection window appears. Figure 5-20

Create Sources Wizard - Source Type Selection Window

6. Select Active VoIP Gateway and click Next. The Active Gateway Details window appears.

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Configuring the Sources Definition

Figure 5-21

Create Sources Wizard - Active Gateway Details Window

7. In the First IP field, enter the IP address of the first Active VoIP Gateway in the range. -or-

From the Trunk ID details options, select Decimal or Hexadecimal and enter the First Trunk ID. This is the CTI trunk ID that the driver uses to identify the gateway, that is, the Trunk Group number configured in the PBX connected to the gateway. 8. Click Next. The Amount of Active VoIP Gateways window appears. Figure 5-22

Create Sources Wizard - Amount of Active VoIP Gateways Window

9. Enter the following details: Number of sources

Enter the number of sources you need to create.

Step

Enter the increment between sources.

10. Enter the Number of sources to create and click Next. The Summary window appears. Chapter 5: Channel Mapping for Avaya DMCC Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Configuring the Sources Definition

Figure 5-23

Create Sources Wizard - Summary Window

11. Click Finish. The sources appear attached to the physical switch.

Importing Sources from the Integrations Plug-In Importing sources imports the monitored devices that have been defined in the CTI Integrations definition. IMPORTANT After you complete importing the sources, you must configure each source individually.

To import sources from the Integrations Plug-In: 1. Confirm that you completed Configuring the Channels Definition on page 71. 2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-24

3. Click

Sources Definition

to expand the Sources attached to physical Switch ID: n row.

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Configuring the Sources Definition

4. Click

Import sources from Integration Plug-in . The Import Sources window

appears. Figure 5-25

Import Sources

5. Enter the following details:

•

Select Active VoIP Device.

•

From the Source Side dropdown list, select Summed.

•

From the Port Support dropdown list, select SinglePort.

6. Click OK. The non-duplicated sources are imported and appear attached to the physical

switch.

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Configuring the Static Mapping (By Device)

Configuring the Static Mapping (By Device) Channels which were defined as Total Recording (recording by device) must be mapped using static mapping. Need to Have:

•

Sources on the switch and channels on the Logger for total recording

•

Virtual extension per channel

To configure the Static Mapping 1. Confirm that you completed the following procedures: 1.1.

Configuring the Channels Definition on page 71.

1.2.

Configuring the Sources Definition on page 74.

2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 3. Static Mapping. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-26

Static Mapping

3. From the Physical Switch ID dropdown, select the required switch. 4. From the Logger ID dropdown, select the required Logger.

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Configuring the Static Mapping (By Device)

Figure 5-27

Attach Source to Channel Window

5. Attach sources and channels as described below: 5.1.

In the Unmapped Sources area, select the device sources you need to map.

5.2.

In the Unmapped Channels area, select channels equal to the number of selected device sources. See below. TIP: To multi-select sources and channels, use the standard Shift and CTRL keys.

Figure 5-28

Attach Source to Channel Window

6. Click Attach. The Summary tab lists the mapped sources.

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Configuring the Static Mapping (By Device)

Figure 5-29

Summary Window

7. Click Save. Then click

Update Configuration. The CLS Server is now updated with the

new mapping definitions. Figure 5-30

Update Configuration Update Configuration button

Save button

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Configuring the Dynamic Mapping (By Call)

Configuring the Dynamic Mapping (By Call) Channels which were defined as Selective Recording channels (recording by call) must be mapped using dynamic mapping. You must create a channels pool and a sources pool, and then attach the pools to each other. Need to Have:

•

Sources on the switch and channels on the Logger for selective recording

•

At least as many virtual extensions defined on the switch as there are dynamic channels

Configuring dynamic channel mapping involves the following steps: 1. Creating a Channels Pool. See page 90. 2. Creating a Sources Pool. See page 92. 3. Attaching the Channels Pool to the Sources Pool. See page 94.

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Configuring the Dynamic Mapping (By Call)

Creating a Channels Pool To create a channels pool: 1. Confirm that you completed the following procedures: 1.1.

Configuring the Channels Definition on page 71.

1.2.

Configuring the Sources Definition on page 74.

2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 4. Dynamic Mapping. NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example. Figure 5-31

Dynamic Mapping

3. In the CLS Servers area, select the required CLS Server and then click Add new pool of channels. The Pool name window appears. Figure 5-32

Pool Name Window

4. Enter a Pool name and click OK. The pool is added to the CLS Server. 5. Expand the CLS Server branch. Then select the new channel pool and click Channels to Pool.

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90

Configuring the Dynamic Mapping (By Call)

Figure 5-33

Channels Pool

The Add Channels To Pool window appears. Figure 5-34

Add Channels to Pool Window

6. Select the Logger ID and click OK. The Selective Active VoIP by Call Logger channels

appear in the Channels area.

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Configuring the Dynamic Mapping (By Call)

Figure 5-35

Add Channels to Pool Window

7. Proceed to Creating a Sources Pool on page 92.

Creating a Sources Pool To create a sources pool: 1. Confirm that you completed Creating a Channels Pool on page 90. 2. Click the Sources Pool tab. 3. In the CLS Servers area, select the required CLS Server and then click Add new pool of sources. The Pool name window appears. Figure 5-36

Pool Name Window

4. Enter a Pool name and click OK. The pool is added to the CLS Server. Figure 5-37

Sources Pool

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Configuring the Dynamic Mapping (By Call)

5. Select the new sources pool and click

Add Sources to Pool. The Add Sources To Pool

window appears. Figure 5-38

Add Sources to Pool Window

6. From the Physical Switch ID dropdown, select the required switch. 7. Select all the physical switch devices, and click OK. The sources in the pool are displayed. Figure 5-39

Sources Pool

8. Proceed to Attaching the Channels Pool to the Sources Pool on page 94.

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Configuring the Dynamic Mapping (By Call)

Attaching the Channels Pool to the Sources Pool To attach the channels pool to the sources pool: 1. Confirm that you completed the following procedures: 1.1.

Creating a Channels Pool on page 90.

1.2.

Creating a Sources Pool on page 92.

2. Select the Attach / Detach tab. Figure 5-40

Attach / Detach

3. From the CLS ID dropdown list, select the required CLS. 4. From the Unmapped Pools of Channels list, select the required channels pool. From the Unmapped Pools of Sources list, select the required sources pool. Set the Mapping Priority and click Attach. -or-

From the Unmapped Pools of Channels list, select the required channels pool. Then from the Switches list, select the switch. Set the Mapping Priority and click Attach. The channels pool is attached to the sources pool, or the channels pool is attached to the switch. See the following example.

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Configuring the Dynamic Mapping (By Call)

Figure 5-41

Attach / Detach

5. For more information on the sources and channels, click Details. The Mapping Details

window appears. Figure 5-42

Mapping Details Window - Channels Tab

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Configuring the Dynamic Mapping (By Call)

Figure 5-43

Mapping Details Window - Sources Tab

NOTE: Load balancing can be achieved by connecting the same source pool to multiple channel pools using different mapping priorities. 6. Click Save. Then click

Update Configuration. The CLS Server is now updated with the

new mapping definitions. Figure 5-44

Update Configuration Update Configuration button

Save button

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6 Troubleshooting This chapter describes troubleshooting guidelines for identifying problems at the site.

Contents General Troubleshooting Solutions.............................................................................. 98 Editing Reporting Levels ............................................................................................... 99

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General Troubleshooting Solutions

General Troubleshooting Solutions Table 6-1: Troubleshooting Solutions Problem

Description

Solution

Connection failure

The Connection Manager fails to connect to the Avaya DMCC Service on AES.

The AES network card configuration is defined as Any. To enable the system, a specific AES network card must be defined.

Virtual extension registration failure

The virtual extensions fail to register.

This could be due to one of the following problems:

Single Step Conference failure

The virtual extension registers successfully, Service Observe is performed successfully, but Single Step Conference fails.

•

The AES firewall may be enabled and therefore blocking the DMCC registration requests from reaching the C-LAN. You need to disable the firewall or open the relevant ports.

•

The symbolic name was not configured correctly.

•

The IP port configuration on AES is set to Any instead of ETH + AES IP.

This is due to the fact that on AES, the virtual extensions are not defined in the same group as the actual extensions. In Single Step Conference, the virtual extensions on AES must be defined in the same group as the extensions that are observed via Single Step Conference.

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Editing Reporting Levels

Editing 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 Customer Support.

Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or the Driver on the relevant tab. By default, reporting levels are defined for the following:

•

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 in Control Panel > Administrative Tools.

To edit the reporting levels: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode. Figure 6-1

Technician Mode

2. In the System Administrator, in the Organization tree, select one of the following:

•

Master Site > CTI Integrations > Connection Manager and select the relevant

Connection Manager. -or-

•

Master Site > CTI Integrations > Driver and select the relevant driver.

The selected Connection Manager or Driver definitions appear. 3. Expand Reporting Level.

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Editing Reporting Levels

Figure 6-2

Reporting Level Area

4. Double-click the desired row, or select the desired row and click Edit

.

The Set Reporting Level window appears. Figure 6-3

Set Reporting Level Window

5. Select the checkboxes for the reporting levels you want to include and click OK.

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7 NICE Testing and Debugging Tools This chapter describes the diagnostic tools that can be used for testing the Avaya DMCC integration with NICE Perform. NOTE: In addition to the diagnostic tools described in this section, the Avaya Dashboard can be used for simulating the same operations that the Avaya DMCC CTI interface performs. To use this tool, consult your Avaya engineer.

Contents NICE Events Spy ...........................................................................................................102 Setting Up NICE Events Spy....................................................................................103 Receiving Events .....................................................................................................105 Saving Events ..........................................................................................................106 Setting Up the SimCTILink Tool ...............................................................................107 Connection Manager Monitor ......................................................................................108 Setting Up the Connection Manager Monitor ...........................................................109 Managing the Connection Manager Monitor ............................................................ 113 Log Manager System ................................................................................................... 114 Log Manager ............................................................................................................ 114 Log Manager Services ............................................................................................. 116 Log Viewer ............................................................................................................... 117 Observer Tester ............................................................................................................ 119

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NICE Events Spy

NICE Events Spy NICE Events Spy enables you to trace events that are not in NICE Perform but were received from the PABX, and then translated and transferred to the Connection Manager, thus 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.

This section describes the following topics:

•

Setting Up NICE Events Spy

•

Receiving Events

•

Saving Events

•

Setting Up the SimCTILink Tool

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NICE Events Spy

Setting Up NICE Events Spy The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the Events Spy in your system, you should set it up to receive events. To set up the NICE Events Spy Tool: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. 2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy

tool. 3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters. Figure 7-1

Interfaces Tab

Double-click UseSpy

4. Double-click the UseSpy parameter. The Set Parameter Value window appears. Figure 7-2

Set Parameter Value Window

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

Set Parameter Value Window

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

NICE Events Spy:

•

This can be any name.

•

This name is later used in the Events Spy tool to connect to this specific Connection Manager. NOTE: The Value field is case sensitive. You are recommended to use a short name.

8. Click OK. NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions. 1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.

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Receiving Events You should set up the Events Spy so that you can receive events. To set up the NICE Events Spy to receive events: 1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears. Figure 7-4

Events Spy Window

Event Type Column

2. From the Connections menu, select Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears. Figure 7-5

Events Spy - Mailslot Name Window

3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.

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 7-4.

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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, select 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, select 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.

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, select Log to File. Chapter 7: NICE Testing and Debugging Tools NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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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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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 describes the following topics:

•

Setting Up the Connection Manager Monitor

•

Managing the Connection Manager Monitor

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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 NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The

Connection Manager Monitor window appears. Figure 7-6

Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears. Figure 7-7

Select Connection Manager Window

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

3. Enter the Connection Manager ID of the NICE 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 7-8

Connection Manager Window - Tables

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

Select Connection Manager window appears. Figure 7-9

Connection Manager Window - Client Menu

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

5. Enter the Connection Manager ID of the NICE 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 7-10

Connection Manager Monitor - Client Connection in Clients Area

Client connection

6. From the Client menu, select Monitor. The Monitor Device window appears. Figure 7-11 Monitor Device Window

6.1.

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

6.2.

In the Switch ID field, enter the Switch ID number.

6.3.

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

6.4.

Click Monitor. The response appears in the Output area.

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Connection Manager Monitor

Figure 7-12

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 7-13

Connection Manager Monitor - Client Device Requests Area

New Client

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Connection Manager Monitor

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

•

Stopping the Connection Manager Monitor

•

Disconnecting the Connection Manager Monitor Client

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, select Stop Monitor. The

Stop Monitor Device window appears. Figure 7-14

Stop Monitor Device Window

2. Enter 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, select 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 the following 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:

•

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. 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. NOTE: Replace Master Site with your relevant site name. Chapter 7: NICE Testing and Debugging Tools

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Log Manager System

Figure 7-15

Driver Reporting Level Area Click Edit

2. Select the desired row and click Edit Figure 7-16

. The Set Reporting Level window appears.

Set Reporting Level Window

3. Select 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. 4. In the relevant log field, type the new setting and click Save

.

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Log Manager System

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.

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Log Manager System

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 - Time Range: Select the appropriate time range.

•

Module name: Clear any modules that are irrelevant.

•

Thread ID: Clear any thread IDs that are irrelevant.

•

Message: Type any relevant message.

To filter a log file: 1. In the NICE Interactions Center, navigate to the Tools folder (the default location is D:\NICECTI\Integrations\Tools). 2. Double-click LogViewer.exe. The Log Viewer window appears. 3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer. 4. In the Filter area, select the relevant filter options. Figure 7-17

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, select Save as. The Save

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

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Log Manager System

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, select Find. The Find window appears. Figure 7-18

Find Window

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

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Observer Tester

Observer Tester The Observer Tester only works with the Avaya DMCC driver. The following instructions describe how to observe a device with a virtual device in By Device mode. The Observer Tester must be initialized with the Avaya DMCC Driver, once only, at the beginning. To work with the Observer Tester: 1. Stop the logger and keep only the Observer Driver running. 2. From the Integration folder, on the Logger, run the ObserverTester.exe file. The Observer

Tester window appears. Figure 7-19

Observer Tester Window

3. Form the IObserver menu, select Initialize. Figure 7-20

Observer Tester - IObserver > Initialize

4. To allocate a channel to the virtual device (registration of the virtual device), after Initialize succeeded appears, from the IObserver menu, select Allocate Channel.

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Observer Tester

Figure 7-21

Observer Tester - IObserver > AllocateChannel

The Allocate Channel window appears. Figure 7-22

Allocate Channel Window

5. Enter the following details: Device ID

Virtual device ID (must be configured in the Avaya group)

Switch ID

Physical switch ID of the DMCC interface

Interface ID

DMCC interface ID

Observation Mode

By Device or By Call

6. Click OK. A message appears in the window showing the allocated channel.

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Observer Tester

Figure 7-23

Observer Tester - Allocated Channel

7. In the IChannel menu, select Configure to configure a channel for observation. Figure 7-24

Observer Tester - IChannel > Configure

The Configure Channel window appears. Figure 7-25

Configure Channel Window

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Observer Tester

8. Enter the following details: Device ID

Virtual device ID

Switch ID

Physical Switch ID of the DMCC interface

Target IP

Target IP of the packets (logger or soft phone)

Target Port

Target port of the target IP

9. Click OK. A message appears in the window showing the configuration. Figure 7-26

Displayed Configuration

10. From the IChannel menu, select Start to observe a device. Figure 7-27

Observer Tester - IChannel > Start

11. The Channel Start window appears.

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Observer Tester

Figure 7-28

Channel Start Window

12. Enter the following details: Device ID

Virtual device ID

Switch ID

Physical switch ID of the DMCC interface

To Device

Device to observe (By Device)

Call ID

Call ID to observe (By Call)

13. Click OK. A message appears in the window showing the started channel. Figure 7-29

Observer Tester - Started Channel

14. To stop the observation, select Stop from the IChannel menu.

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Observer Tester

Figure 7-30

Observer Tester - IChannel > Stop

The Channel Stop window appears. Figure 7-31

Channel Stop Window

15. Enter the following details: Device ID

Virtual device ID to stop observing

Switch ID

Physical switch ID of the DMCC interface

16. Click OK. A message appears in the window showing that the observation was stopped.

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Observer Tester

Figure 7-32

Observer Tester - Observation Stopped

17. To reset the observation, select Reset from the IChannel menu. Figure 7-33

Observer Tester - IChannel > Reset

18. The Release Channel window appears. Figure 7-34

Release Channel Window

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Observer Tester

19. Enter the following details: Device ID

Virtual device ID to reset

Switch ID

Physical switch ID of the DMCC interface

20. Click OK. A message appears in the window showing the reset channel. Figure 7-35

Observer Tester - Reset Channel

21. To release the channel, select ReleaseChannel from the IObserver menu. Figure 7-36

Observer Tester - IObserver > ReleaseChannel

The Release Channel window appears.

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Observer Tester

Figure 7-37

Release Channel Window

22. Enter the following details: Device ID

Virtual device ID to release

Switch ID

Physical switch ID of the DMCC interface

23. Click OK. 24. To disconnect from the driver, select Finalize from the IObserver menu. Figure 7-38

Observer Tester - IObserver > Finalize

A message appears in the window showing that you are disconnected from the driver.

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Observer Tester

Figure 7-39

Observer Tester - Driver Disconnected

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8 Avaya DMCC Dashboard The Avaya DMCC Dashboard enables you to simulate the processes that the NICE DMCC driver is required to perform. This tool is important for debugging and troubleshooting. If this tool fails to do any operations, the NICE DMCC driver will probably fail as well. In addition, this tool can facilitate in identifying issues in either the Avaya or the NICE side. The Avaya DMCC Dashboard simulates the following processes:

•

Starting an application session

•

Getting a device ID for a virtual extension

•

Monitoring a virtual extension

•

Registering a virtual extension (Terminal)

•

Performing Observation

NOTE: The Avaya Dashboard described in this section is a pre-GA version, therefore, its user interface may change in the future.

Contents Starting a DMCC Dashboard Application Session ....................................................130 Getting the Device ID ...................................................................................................133 Monitor ..........................................................................................................................135 RegisterTerminal...........................................................................................................136 Service Observation .....................................................................................................138 Troubleshooting ...........................................................................................................139

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Starting a DMCC Dashboard Application Session

Starting a DMCC Dashboard Application Session Opening a DMCC Dashboard Session To open a DMCC Dashboard session: 1. Open the DMCC Dashboard. Figure 8-1

DMCC Dashboard - Main Window

2. Hold your mouse over the Start Application Session button. All Start Application Session

mandatory fields appear highlighted in blue. TIP: Holding the mouse over any action button will highlight its relevant mandatory fields. 3. Define mandatory fields as follows: DMCC IP

Enter the AES IP address.

DMCC Socket

For a secure connection, define 4722. For an unsecure connection, define 4721. Note: Port 4722 is the default port available on the AES. If you need to work in unsecured mode, port 4721 must be opened in the AES.

Secure Socket

Mark this option, only if you selected port 4722 in the DMCC Socket field. Chapter 8: Avaya DMCC Dashboard

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Starting a DMCC Dashboard Application Session

DMCC login

Enter the AES username.

DMCC Password

Enter the AES password for the defined username.

Session Name

Leave the default value.

Session Duration

Leave the default value.

Requested Protocol

Select 3.1.

4. Click Start Application Session. 5. Proceed to Validating the session on page 132.

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Starting a DMCC Dashboard Application Session

Validating the session You can validate whether an application session opened successfully by checking the following fields:

•

Session Ids

•

XML To/From DMCC

•

Events

A Successful Session A successful session is indicated when these fields display the following values: Session Ids

A session ID is displayed.

XML To/From DMCC Incoming XML from the DMCC server with

StartApplicationSessionPosRespopns and with a session Id are displayed. Events

Start Application Session Response with the session ID is displayed.

A Failed Session A failed session is indicated when these fields display the following values: Session Ids

No session Id is displayed.

XML To/From DMCC Incoming XML from DMCC displays

StartApplicationSessionNegResponse, indicating that the open session failed. The XML content contains the reason for the session creation failure. Events

Start Application Session Response with the session Id.

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Getting the Device ID

Getting the Device ID Holding your mouse over Get Dev. ID highlights the relevant mandatory fields for getting the device ID. The mandatory fields are: Extension

Enter a virtual extension.

CM IP Addr./Name

Enter the symbolic name.

To get the device ID: 1. Enter values, as described above, in the mandatory fields. 2. Click Get Dev. ID.

Validating Getting the Device Id The Device Ids and XML To/From DMCC fields indicate whether you succeeded in getting the device Ids.

Success in Getting the Device Id Success in getting the device Id is indicated when these fields show the following: Device Ids

A string displaying the defined virtual device.

XML To/From DMCC

Incoming XML from DMCC with GetDeviceIdResponse with the successfully created device Id for that virtual extension.

Events

The get device id response displaying the device Id. TIP: The device Id format is as follows: Extension:SymbolicName:CLanIP

EXAMPLE:

Virtual extension: 43424 Symbolic name: Avaya4MS1 The CLAN: 192.168.241.64 The device Id will look like this: 43424:Avaya4MS1:192.168.241.64:0

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Getting the Device ID

Failure in Getting the Device Id Failure in getting the device Id is indicated when these fields show the following: Device Ids

No virtual extension is displayed.

XML To/From DMCC

There is an exception in the XML To/From DMCC field, indicating a failure in getting a device Id for that virtual extension.

Events

An exception is displayed. TIP: To review the failure description: Check the XML received from the DMCC server under the message tag at the beginning of the exception XML.

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Monitor

Monitor Starting Monitor Holding the mouse over Start Monitors highlights all the Monitor virtual extension mandatory fields in light blue. The mandatory fields are: Phone/Media/Call Information Events

Leave default events.

Device Id

In the Device Ids field, select a virtual extension.

To start Monitor: 1. In the Device Ids field, select a virtual extension. 2. Click Start Monitors.

Validating Monitor Success in Monitoring Virtual Extensions Success in validating monitor is indicated when these fields show the following: Monitor Ids

Three (3) monitor keys are displayed for the same virtual extension for Device, Media, and Call Information.

XML To/From DMCC

An incoming MonitorStartResponse XML from DMCC with the monitor key is displayed.

Events

Three (3) Start Monitor Response messages from the DMCC are displayed.

Failure to Monitor Virtual Extensions Failure to monitor is indicated when these fields show the following: Monitor Ids

No monitor keys are displayed for the defined virtual extension.

XML To/From DMCC

An incoming XML exception from the DMCC server is displayed.

Events

An exception is displayed.

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RegisterTerminal

RegisterTerminal Registering a Terminal Holding the mouse over Register Terminal highlights all the mandatory fields for registering a terminal in light blue. The mandatory fields are: Password

Enter the password of the virtual extension (usually 1234).

Force Login

Leave the default value.

Media Control

Select Client Mode.

Codec

Select the supported codec.

Device Id

Select a virtual extension.

RTP IP Addr

Enter the IP address of the computer to which you need to send the RTP.

RTP Port

Enter the port of the computer to which you need to send the RTP.

RTCP IP Addr

Enter the same IP address as the RTP IP address.

RTCP port

Enter the same port number as the RTP Port.

To register a terminal 1. Enter values, as described above, in the mandatory fields. 2. Click Register Terminal.

Validating the Terminal Registration Successful Terminal Registration When the terminal registration succeeds, the following occurs: 1. A RegisterTerminalResponse XML message from the DMCC server is displayed in the XML

To/From DMCC field. 2. A RegisterTerminalResponse XML message from the DMCC server is displayed in the Events

field. 3. Events from the registered virtual extension will arrive. The events are displayed in the Events

and XML To/From DMCC fields. WARNING Make sure you didn’t get an exception XML message in the Events or XML To/From DMCC fields. Chapter 8: Avaya DMCC Dashboard NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Failed Terminal Registration If the terminal registration fails, the following occurs: 1. The RegisterTerminalResponse XML from the DMCC server displays registration failure

messages in the XML To/From DMCC field. 2. The Events field displays the reason for the registration failure. 3. The Register Terminal button remains enabled. 4. Events from this terminal will not arrive.

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Service Observation

Service Observation After you successfully complete Registering a Terminal on page 136, you can simulate Service Observation. To simulate Service Observation: 1. In the number pad, enter the following:

•

The observation code

•

The number of the extension which you want to perform Service Observation. NOTE: To stop Service Observation, click On Hook.

EXAMPLE:

The observation code is *19 and you want to observe extension 43022. To simulate Service Observation, after completing registration, in the number pad, press *1943022. The RTP stream will arrive to the defined IP address and Port that you defined previously in the RTP IP Addr. and Port fields during the registration process. TIP: There exist several RTP applications that can capture and play back RTP back in the local computer, for example, RTPTester and JMStudio.

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Troubleshooting

Troubleshooting •

Problem 1

When trying to register a terminal, the following exception is displayed: Registration Reject reason: resourceUnavailable Shared control denied because the DCP phone is out of service Solution

Before clicking the Register Terminal button, the correct Media Control mode may not have been selected. To properly highlight Client Mode in blue, it must be clicked with the mouse.

•

Problem 2 Certain fields cannot be edited because they are grayed out. Solution

Clear the Auto enable/disable fields in the top center of the DMCC Dashboard application.

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Blank page for double-sided printing.

A Avaya DMCC Additional Parameters CTI Interface - Additional Switch Parameters ............................................................142 Reporting Levels ..........................................................................................................145 Logger Parameters for Instant Callback.....................................................................145 Connection Manager - Additional Parameters...........................................................146 Connection Manager - Interface Parameters .............................................................148 Media Provider Controller - Additional Parameters ..................................................150

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CTI Interface - Additional Switch Parameters

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

To access the CTI Interface Additional Switch Parameters: 1. In System Administrator, verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select your Master Site. Then select CTI Integrations > CTI Interfaces and select your Avaya DMCC CTI Interface.

The Choose CTI Interface window appears. The General tab is selected. Figure A-1 Choose CTI Interface Window - General Tab

3. Click the Connection tab and expand the Additional Switch Parameters area.

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CTI Interface - Additional Switch Parameters

Figure A-2 Choose CTI Interface Window - Connection Tab > Additional Switch Parameters

The following predefined additional parameters appear for the Avaya DMCC CTI Interface: Default Value

Parameter Name

Description

ProtocolVersion

The currently supported DMCC protocol version.

ObservationCode

The code defined on the site for manual service observation. If observation by device (total or selective) is required, this parameter must be defined.

LinkFIFOSize

Maximum number of accumulated events from 500 the AES to the DMCC interface before events are dropped. Increasing this value can improve performance in the event that the Logger is slow and events arrive in peaks.

3.1

However, do not change this parameter unless authorized to do so! ResourceCleanupDelay

0 Timeout, in seconds, for retaining client application resources on the AES server when a client is disconnected. Warning: Changing this value can cause the system to malfunction.

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CTI Interface - Additional Switch Parameters

Parameter Name

Description

Default Value

SessionDuration

DMCC link session duration.

60

This parameter affects Keep Alive message generation. Keep Alive messages are sent at intervals of 1/3 of this time. Note: If no Keep Alive message is sent within this time period, the DMCC service on AES will think that the client is dead. CMAPIApplicationName

Optional parameter - used for identifying the current application on AES server.

KeepAliveAttemptsOnNoResponse Number of times the CTI Interface will attempt 3 to resend failed Keep Alive messages. 4. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears. 5. Enter the desired value in the Value field. 6. Click OK. 7. Click

.

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

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Reporting Levels

Reporting Levels 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. See Editing Reporting Levels on page 99.

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.

To access Connection Manager Additional Parameters: 1. In System Administrator, verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select your Master Site. Then select CTI Integrations > Connection Managers and select your Connection Manager.

The Connection Manager Details window appears. The General tab is selected. Figure A-3 Connection Manager Details

3. Expand the Additional Parameters area. The following predefined additional parameters

appear:

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Connection Manager - Additional Parameters

Parameter Name

Default Value

Description

MaxClientDeviceRequests

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

MaxClientRequests

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

MaxClients

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

100

MaxMonitoredDevices

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

1000

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the 10 Connection Manager can handle. 4. To change a default value, double-click the row of the parameter you need to change.

The CM Additional Parameter window appears. 5. In the Value field, enter a new value and click OK. 6. Click

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

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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.

To access Connection Manager Interface Parameters: 1. In System Administrator, verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select your Master Site. Then select CTI Integrations > Connection Managers and select your Connection Manager. 3. Click the Interfaces tab.

The Attach CTI Interfaces window appears. 4. Expand the Configure Connection Manager - Interface Parameters area. Figure A-4 Attach CTI Interfaces - Configure Connection Manager - Interface Parameters

The following predefined additional parameters appear:

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Connection Manager - Interface Parameters

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

See Setting Up the SimCTILink Tool on page 107. 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. 5. To change a default value, double-click the row of the parameter you need to change.

The CM Additional Parameter window appears. 6. In the Value field, enter a new value and click OK. 7. Click

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

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Media Provider Controller - Additional Parameters

Media Provider Controller - Additional Parameters To access the Media Provider Controller Additional Parameters: 1. In System Administrator, verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select your Master Site. Then select CTI Integrations > Media Provider Controllers and select your Media Provider Controller.

The Media Provider Controller General Information window appears. Figure A-5 Media Provider Controller General Information Window

3. Expand the Media Provider Controller Parameters area.

The following predefined additional parameters appear:

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Media Provider Controller - Additional Parameters

Figure A-6 Additional Media Provider Controller Parameters

Parameter Name

Description

Default Value

ThreadPoolSize

Number of threads in the Thread pool.

10

ResponseTimeOut

Time (in milliseconds) for waiting for a response.

5000

RegisterResponseTimeOut

Time (in milliseconds) for waiting for the register 180000 response.

DelayBetweenChannelStartRecover

Delay (in milliseconds) between channel reobservation.

2000

DelayBetweenChannelConfigureRecover

Delay (in milliseconds) between channel reconfigure.

20000

NumOfCMConnectRetries

Number of times the Media Provider Controller 4 tries to connect to the Connection Manager during initialization.

DelayBetweenCMConnectRequests

Time (in milliseconds) for waiting between each 5000 Connection Manager connect request.

ObserverDllName

DelayBetweenOffhookAndStart

Media Provider Controller dll name.

CAMPIOb server.dll

Delay (in milliseconds) between off-hook and Observation requests. Used in Service Observation, this is the time between taking a new line and starting to dial.

50

4. To change a default value, double-click the row of the parameter you need to change. Appendix A: Avaya DMCC Additional Parameters NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

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Media Provider Controller - Additional Parameters

The CM Additional Parameter window appears. 5. In the Value field, enter a new value and click OK. 6. Click

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

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B Capacity Matrix for Avaya DMCC Recording This appendix provides a basic capacity matrix for different AVAYA switches and architectures. The matrix is based on scenarios in which customers called via a T1 trunk, agents used an IP or digital (DCP) phone, and the DMCC phone performed All Calls Recording implemented via Service Observation on the agent extension. All the scenarios used a single media gateway (G700) or a single port network (MCC/SCC/G650/G600). The information in this appendix is based on information supplied by AVAYA. To evaluate full design considerations in the Avaya DMCC environment, go to www.extranice.com, and refer to the following documents:

•

Design Considerations for Services Server (DMCC) and AVAYA Communication Manager for Call Recording Solutions

•

IP Voice Quality Network Requirements for Communication Manager API

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Server Type

S8700 MultiConnect

S8700 MultiConnect

Gateway Type

Codec Type for CMAPI Phones

MCC or SCC G.711

MCC or SCC G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

IP Phone

IP Phone

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

18 for SCC and 90 for 484 MCC

Max 6 T1s of incoming traffic (Max 144 CMAPI Phones, 144 IP Phones, 144 T1 Trunk ports) all simultaneously in a recording session (uses up 432 timeslots).

One VOIP resource per Phone with a total of two per recording session. Maximum for 144 simultaneous calls is 288 VOIP Resources which is 5 MEDPRO cards. Add an extra MEDPRO card for failover.

6 T1 + 5 MEDPRO + 1 for EXTRA MEDPRO = 12 slots + slots for CLAN if needed

18 for SCC and 90 for 484 MCC

Two VOIP resources per Phone with a total Max 6 T1s of incoming of 4 per recording traffic (Max 144 CMAPI session. Maximum for Phones, 144 IP 144 simultaneous Phones, 144 T1 Trunk recording sessions is ports) all 576 VOIP resources simultaneously in a which is 9 MEDPRO recording session Cards. Add an extra (uses up 432 MEDPRO card for timeslots). failover.

6 T1 + 9 MEDPRO + 1 for EXTRA MEDPRO= 16 slots + slots for CLAN if needed

154

Server Type

S8700 MultiConnect

S8700 MultiConnect

Gateway Type

Codec Type for CMAPI Phones

MCC or SCC G.711

MCC or SCC G.729

Codec Type for Total Phones Phone Type Timeslots

G.729

G.711

IP Phone

IP Phone

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

18 for SCC and 90 for 484 MCC

One VOIP resources per CMAPI Phone and two VOIP resource per IP Phone with a total of Max 6 T1s of incoming 3 VOIP resources per traffic (Max 144 CMAPI recording session. Phones, 144 IP Maximum for 144 Phones, 144 T1 Trunk simultaneous recording ports) all sessions is 432 VOIP simultaneously in a Resources which is 7 6 T1 + 7 MEDPRO + 1 for recording session MEDPRO Cards. Add EXTRA MEDPRO = 14 (uses up 432 an extra MEDPRO card slots + slots for CLAN if timeslots). for failover. needed

18 for SCC and 90 for 484 MCC

Two VOIP resources per CMAPI Phone and one VOIP resource per IP Phone with a total of Max 6 T1s of incoming 3 VOIP resources per traffic (Max 144 CMAPI recording session. Phones, 144 IP Maximum for 144 Phones, 144 T1 Trunk simultaneous recording ports) all sessions is 432 VOIP simultaneously in a rescources which is 7 6 T1 + 7 MEDPRO + 1 for recording session MEDPRO Cards. Add EXTRA MEDPRO = 14 (uses up 432 an extra MEDPRO card slots + slots for CLAN if timeslots). for failover. needed

155

Server Type

S8700 MultiConnect

S8700 MultiConnect

Gateway Type

Codec Type for CMAPI Phones

MCC or SCC G.711

MCC or SCC G.729

Codec Type for Total Phones Phone Type Timeslots

NA

NA

DCP Phones

DCP Phones

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

18 for SCC and 90 for 484 MCC

One VOIP resource per CMAPI Phone with a total of 1 VOIP Max 6 T1s of incoming resource per recording traffic (Max 144 CMAPI session. Maximum for Phones, 144 DCP 144 simultaneous Phones, 144 T1 Trunk recording sessions is ports) all 144 VOIP Resources simultaneously in a which is 3 MEDPRO recording session cards. Add an extra (uses up 432 MEDPRO card for timeslots). failover.

18 for SCC and 90 for 484 MCC

Two VOIP resources per CMAPI Phone with a total of 2 VOIP Max 6 T1s of incoming resources per traffic (Max 144 CMAPI recording session. Phones, 144 DCP Maximum for 144 Phones, 144 T1 Trunk simultaneous recording ports) all sessions is 288 VOIP simultaneously in a Resources which is 5 6 T1 + 6 DCP + 5 recording session MEDPRO cards. Add MEDPRO + 1 for Extra (uses up 432 an extra MEDPRO card MEDPRO = 18 slots + slots timeslots). for failover. for CLAN if needed

6 T1 + 6 DCP + 3 MEDPRO + 1 for EXTRA MEDPRO = 16 slots + slots for CLAN if needed

156

Server Type

S8700 MultiConnect

S8700 MultiConnect

S8700 MultiConnect

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.711

G.729

G.711

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

G.729

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

One VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 2 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 + 1 VOIP recording session sessions is 96 VOIP 2 T1 + 1 VOIP card = 3 on (uses up 144 Resources which is 2 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phone

Two VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 4 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 + 1 VOIP recording session sessions is 192 VOIP 2 T1 + 2 VOIP card = 4 on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phone

One VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 + 1 VOIP recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

157

Server Type

S8700 MultiConnect

S8700 MultiConnect

S8700 MultiConnect

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.729

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

NA

NA

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

Two VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 + 1 VOIP recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

DCP Phones

Max 1 T1s of incoming traffic (Max 24 CMAPI Phones, 24 DCP Phones, 24 T1 Trunk ports) all 4 + 1 VOIP simultaneously in a on recording session 484 motherboard (uses up 72 timeslots).

DCP Phones

Two VOIP resources per CMAPI Phone with Max 1 T1s of incoming a total of 2 VOIP traffic (Max 16 CMAPI resources per Phones, 16 DCP recording session. Phones, 16 T1 Trunk Maximum for 16 ports) all simultaneous recording 4 + 1 VOIP simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3 on recording session Resources which is 1 slots + 1 VOIP on the motherboard 484 motherboard (uses up 48 timeslots). VOIP card.

One VOIP resources per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 24 simultaneous recording sessions is 1T1 + 3 DCP Cards = 4 24 VOIP Resources slots + 1 VOIP on the which is 1 VOIP card. motherboard

158

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G600

G600

G600

Codec Type for CMAPI Phones

G.711

G.729

G.711

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

G.729

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

One VOIP resource per Phone with a total of Max 4 T1s of incoming two per recording traffic (Max 96 CMAPI session. Maximum for Phones, 96 IP Phones, 96 simultaneous calls 96 T1 Trunk ports) all is 192 VOIP Resources simultaneously in a which is 3 MEDPRO recording session cards. Add an extra 4 T1 + 3 MEDPRO + 1 9 (1 reserved (uses up 288 MEDPRO card for extra MEDPRO = 8 slots + timeslots). failover. slots for CLAN if needed 484 for IPSI)

IP Phone

Two VOIP resources per Phone with a total Max 3 T1s of incoming of 4 per recording traffic (Max 72 CMAPI session. Maximum for Phones, 72 IP Phones, 72 simultaneous calls 72 T1 Trunk ports) all is 288 VOIP Resources simultaneously in a which is 5 MEDPRO recording session cards. Add an extra 9 (1 reserved (uses up 216 MEDPRO card for timeslots). failover. 484 for IPSI)

IP Phones

One VOIP resources per CMAPI Phone and two per IP Phone with a total of 3 per Max 3 T1s of incoming recording session. traffic (Max 72 CMAPI Maximum for 72 Phones, 72 IP Phones, simultaneous calls is 72 T1 Trunk ports) all 216 VOIP Resources simultaneously in a which is 4 MEDPRO recording session cards. Add an extra 3 T1 + 4 MEDPRO + 1 9 (1 reserved (uses up 216 MEDPRO card for extra MEDPRO = 8 slots + timeslots). failover. slots for CLAN if needed 484 for IPSI)

3 T1 + 5 MEDPRO + 1 extra MEDPRO OR slots for CLAN if needed = 9 slots

159

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G600

G600

G600

Codec Type for CMAPI Phones

G.729

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

NA

NA

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phones

Two VOIP resources per CMAPI Phone and one per IP Phone with a total of 3 per Max 3 T1s of incoming recording session. traffic (Max 72 CMAPI Maximum for 72 Phones, 72 IP Phones, simultaneous calls is 72 T1 Trunk ports) all 216 VOIP Resources simultaneously in a which is 4 MEDPRO recording session cards. Add an extra 3 T1 + 4 MEDPRO + 1 9 (1 reserved (uses up 216 MEDPRO card for extra MEDPRO = 8 slots + timeslots). failover. slots for CLAN if needed 484 for IPSI)

DCP Phones

Max 3 T1s of incoming traffic (Max 72 CMAPI Phones, 72 DCP Phones, 72 T1 Trunk ports) all simultaneously in a recording session 9 (1 reserved (uses up 216 timeslots). 484 for IPSI)

DCP Phones

Two VOIP resources per CMAPI Phone with Max 2 T1s of incoming a total of 2 per traffic (Max 48 CMAPI recording session. Phones, 48 DCP Maximum for 48 Phones, 48 T1 Trunk simultaneous calls is ports) all 96 VOIP Resources simultaneously in a which is 2 MEDPRO recording session cards. Add an extra 9 (1 reserved (uses up 144 MEDPRO card for timeslots). failover. 484 for IPSI)

One VOIP resource per CMAPI Phone with a total of 1 per recording session. Maximum for 72 simultaneous calls is 72 VOIP Resources which is 2 MEDPRO cards. Add an extra MEDPRO card for failover.

3 T1 + 3 DCP + 2 MEDPRO = 8 slots + slots for CLAN if needed OR extra MEDPRO for failover

2 T1 + 2 DCP + 2 MEDPRO + 1 extra MEDPRO = 7 slots + slots for CLAN if needed

160

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G650

G650

Codec Type for CMAPI Phones

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

IP Phones

IP Phones

Total Slots

13 (1 reserved for 484 IPSI)

13 (1 reserved for IPSI)

Calling Capacity

VOIP Capacity

Slot Usage

Max 6 T1s of incoming traffic (Max 144 CMAPI Phones, 144 IP Phones, 144 T1 Trunk ports) all simultaneously in a recording session (uses up 432 timeslots).

One VOIP resource per Phone with a total of two per recording session. Maximum for 144 simultaneous calls is 288 VOIP Resources which is 5 MEDPRO cards. Add an extra MEDPRO card for failover.

6 T1 + 5 MEDPRO + 1 for EXTRA MEDPRO = 12 slots + slots for CLAN if needed

Two VOIP resources per Phone with a total of 4 per recording Max 4 T1s of incoming session. Maximum for traffic (Max 96 CMAPI 96 simultaneous Phones, 96 IP Phones, recording sessions is 96 T1 Trunk ports) all 384 VOIP resources simultaneously in a which is 6 MEDPRO recording session Cards. Add an extra (uses up 288 MEDPRO card for timeslots). failover.

4 T1 + 6 MEDPRO + 1 for EXTRA MEDPRO= 11 slots + slots for CLAN if needed

161

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G650

G650

Codec Type for CMAPI Phones

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.729

G.711

IP Phones

IP Phones

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

13 (1 reserved for 484 IPSI)

One VOIP resources per CMAPI Phone and two VOIP resource per IP Phone with a total of Max 5 T1s of incoming 3 VOIP resources per traffic (Max 120 CMAPI recording session. Phones, 120 IP Maximum for 120 Phones, 120 T1 Trunk simultaneous recording ports) all sessions is 360 VOIP simultaneously in a Resources which is 6 5 T1 + 6 MEDPRO + 1 for recording session MEDPRO Cards. Add EXTRA MEDPRO = 12 (uses up 360 an extra MEDPRO card slots + slots for CLAN if timeslots). for failover. needed

13 (1 reserved for 484 IPSI)

Two VOIP resources per CMAPI Phone and one VOIP resource per IP Phone with a total of Max 5 T1s of incoming 3 VOIP resources per traffic (Max 120 CMAPI recording session. Phones, 120 IP Maximum for 120 Phones, 120 T1 Trunk simultaneous recording ports) all sessions is 360 VOIP simultaneously in a Resources which is 6 5 T1 + 6 MEDPRO + 1 for recording session MEDPRO Cards. Add EXTRA MEDPRO = 12 (uses up 360 an extra MEDPRO card slots + slots for CLAN if timeslots). for failover. needed

162

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G650

G650

Codec Type for CMAPI Phones

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

NA

NA

DCP Phones

DCP Phones

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

13 (1 reserved for 484 IPSI)

One VOIP resource per CMAPI Phone with a total of 1 VOIP Max 5 T1s of incoming resource per recording traffic (Max 120 CMAPI session. Maximum for Phones, 120 DCP 120 simultaneous Phones, 120 T1 Trunk recording sessions is ports) all 120 VOIP Resources simultaneously in a which is 2 MEDPRO recording session cards. Add an extra (uses up 360 MEDPRO card for timeslots). failover. Cards.

5 T1 + 5 DCP + 2 MEDPRO + 1 for EXTRA MEDPRO = 13 slots + slot for CLAN if needed

13 (1 reserved for 484 IPSI)

Two VOIP resources per CMAPI Phone with a total of 2 VOIP Max 4 T1s of incoming resource per recording traffic (Max 96 CMAPI session. Maximum for Phones, 96 DCP 96 simultaneous Phones, 96 T1 Trunk recording sessions is ports) all 192 VOIP Resources simultaneously in a which is 3 MEDPRO recording session cards. Add an extra (uses up 288 MEDPRO card for timeslots). failover.

4 T1 + 4 DCP + 3 MEDPRO + 1 for Extra MEDPRO = 12 slots + slots for CLAN if needed

163

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.711

G.729

G.711

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

G.729

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phones

One VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 2 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 96 VOIP 2 T1 + 1 VOIP card = 3 VOIP on (uses up 144 Resources which is 2 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phones

Two VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 4 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 192 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phones

One VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

164

Server Type

S8500/S8700 IPConnect

S8500/S8700 IPConnect

S8500/S8700 IPConnect

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.729

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

NA

NA

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

Two VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

DCP Phones

Max 1 T1s of incoming traffic (Max 24 CMAPI Phones, 24 DCP Phones, 24 T1 Trunk ports) all 4 slots + 1 simultaneously in a VOIP on recording session 484 motherboard (uses up 72 timeslots).

DCP Phones

Two VOIP resources per CMAPI Phone with Max 1 T1s of incoming a total of 2 VOIP traffic (Max 16 CMAPI resources per Phones, 16 DCP recording session. Phones, 16 T1 Trunk Maximum for 16 ports) all simultaneous recording 4 slots + 1 simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3 VOIP on recording session Resources which is 1 slots + 1 VOIP on the motherboard 484 motherboard (uses up 48 timeslots). VOIP card.

One VOIP resources per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 24 simultaneous recording sessions is 1T1 + 3 DCP Cards = 4 24 VOIP Resources slots + 1 VOIP on the which is 1 VOIP card. motherboard

165

Server Type

S8300

S8300

S8300

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.711

G.729

G.711

Codec Type for Total Phones Phone Type Timeslots

G.711

G.729

G.729

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

One VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 2 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 96 VOIP 2 T1 + 1 VOIP card = 3 VOIP on (uses up 144 Resources which is 2 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phone

Two VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 4 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 192 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

IP Phone

One VOIP resources per CMAPI Phone and two per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

166

Server Type

S8300

S8300

S8300

Gateway Type

G700

G700

G700

Codec Type for CMAPI Phones

G.729

G.711

G.729

Codec Type for Total Phones Phone Type Timeslots

G.711

NA

NA

Total Slots

Calling Capacity

VOIP Capacity

Slot Usage

IP Phone

Two VOIP resources per CMAPI Phone and one per IP Phone with Max 2 T1s of incoming a total of 3 VOIP traffic (Max 48 CMAPI resources per Phones, 48 IP Phones, recording session. 48 T1 Trunk ports) all Maximum for 48 simultaneously in a simultaneous recording 4 slots + 1 recording session sessions is 144 VOIP 2 T1 + 2 VOIP card = 4 VOIP on (uses up 144 Resources which is 3 slots + 1 VOIP on the VOIP cards. motherboard 484 motherboard timeslots).

DCP Phones

Max 1 T1s of incoming traffic (Max 24 CMAPI Phones, 24 DCP Phones, 24 T1 Trunk ports) all 4 slots + 1 simultaneously in a VOIP on recording session 484 motherboard (uses up 72 timeslots).

DCP Phones

Two VOIP resources per CMAPI Phone with Max 1 T1s of incoming a total of 2 VOIP traffic (Max 16 CMAPI resources per Phones, 16 DCP recording session. Phones, 16 T1 Trunk Maximum for 16 ports) all simultaneous recording 4 slots + 1 simultaneously in a sessions is 32 VOIP 1T1 + 2 DCP Cards = 3 VOIP on recording session Resources which is 1 slots + 1 VOIP on the motherboard 484 motherboard (uses up 48 timeslots). VOIP card.

One VOIP resources per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 24 simultaneous recording sessions is 1T1 + 3 DCP Cards = 4 24 VOIP Resources slots + 1 VOIP on the which is 1 VOIP card. motherboard

167

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Index A

C

E

I

additional parameters Connection Manager 146, 148 CTI interface 142 Media Provider Controller 150 all calls recording description 16 recording flow 19 architecture integration 15 site components 17 checklist, installation 24 connection failure troubleshooting 98 Connection Manager additional parameters 146, 148 Connection Manager Monitor managing 113 setting up 109 CTI Connection configuration prerequisites 34 CTI Interface configuration wizard 35 importing text files 53 CTI interface additional parameters 142

Events Spy defining SpyMailSlot Name parameter 104 defining the UseSpy parameter 103 receiving events 105 saving events 106 sending events 107 setting up 103

Instant Callback Logger parameters 145 Interaction Center description 17

interaction-based recording description 16 recording flow 18

L

M

N

O R

S

license verifying softphone registration 26 limitations 20 Log Manager 114 services 116 viewer 117 Logger parameters for Instant Callback 145 matrix, capacity for Avaya switches 153 Media Provider Controller additional parameters 150 installing 60

NICE Interaction Center description 17 NiceLog Logger description 17 Observer Tester 119

recording solutions all calls recording 16 interaction-based 16 reporting levels configuring 145

Service Observation description 15 SimCTILink tool 107 Single Step Conference description 16 site installation workflow 12 Index

NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

169

softphone registration verifying 26 SpyMailSlot Name parameter 104 symbolic name configuring 29

T

text files importing 53 tools Connection Manager Monitor 109 Log Manager 114 NICE Events Spy 103 Observer Tester 119 SimCTILink 107 troubleshooting connection failure 98

virtual extension registration failure 98

U

V

W

Unified Communications Manager configuring the CTI interface 35 UseSpy parameter 103

virtual extensions defining Logger 27 troubleshooting registration failure 98

workflow integration installation 13 site installation 12

Index NICE Perform ® Release 3.1: Integration with Avaya DMCC (Rev. A1)

170