Configuring Voice Monitoring and Recording

Configuring Voice Monitoring and Recording Services Using
etalk Recorder and Avaya MultiVantage with an Avaya
DEFINITY® Server R - Issue 1.0
Abstract
These Application Notes describe the configuration steps to deploy a voice monitoring and
recording services using the etalk Recorder. The etalk Recorder is connected to an Avaya
MultiVantage with an Avaya DEFINITY Server R. The etalk Recorder product successfully
completed interoperability compliance testing for the Avaya DeveloperConnection program.
Testing was accomplished using the DEFINITY® Server R with MultiVantage Software
Release 1.2.
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1. Introduction
These Application Notes describe the voice monitoring and recording services over traditional
Public Switched Telephone Network using the etalk Recorder. etalk Recorder provided voice
monitoring and recording services with the capability to analyze customers’ interaction with
agents both in real-time and non real-time conditions. The etalk Recorder can trigger the voice
monitoring and recording services based on ANI, DNIS, and schedules. The etalk Recorder has
successfully passed the Avaya compliance test process including featuring functionality and
performance testing which utilized the Avaya CT server. Figure 1 illustrates a configuration
that was used to verify the compliance test. The Recorder has a T1 line connected to the Avaya
DEFINITY Server R. The Recorder also has a network card configured with TCP/IP to
communicate with the Avaya CT server. The Avaya CT server communicates with the Avaya
DEFINITY Server R MAPD board via TCP/IP to provide CTI access to the Recorder server. The
Avaya DEFINITY Server R is configured with 23 phantom agents to handle bulk calls generated
by the Empirix Hammer call generator.
Figure 1: Avaya DeveloperConnection Compliance Test Configuration
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2. Equipment and Software Validated
The following equipment and software were used for the compliance test configuration:
Equipment
Software
®
Avaya DEFINITY Server R
Avaya CT with Microsoft Windows 2000 Server-Service Pack 2
Avaya DLG (MAPD interface)
etalk Recorder with Microsoft Windows 2000 Server-Service Pack 2
MultiVantage 1.2
Release 11.1, Version 1.0
Release 2.0, Issue 2.03
3.5.149
3. Configure the Avaya MAPD interface
The MAPD interface must be configured with a TCP/IP address. In the initial configuration, the
Avaya MAPD interface can be administered via a console port using the Avaya Terminal
Emulator or HyperTerminal program. At the main menu, select 2 for TCP/IP Administration, as
shown in Figure 2.
Main Menu
1. Login/Password Administration
2. TCP/IP Administration...
3. Port Administration...
4. Maintenance...
5. DLG Port Status/Control
6. CV/LAN Port Status/Control
7. Exit
Figure 2: MAPD Configuration Screen
1.
2.
3.
4.
In the TCP/IP Administration screen, select 1 for This Host.
Enter the Hostname, Host IP Address and Subnet Mask for the MAPD interface.
Return back to the TCP/IP Administration and select 3 for Network Routing Information.
In the Network Routing Information, select 2 for Default Gateway. Enter the default
gateway IP address.
5. Return to the Main Menu
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Assign Application to a Port
1. Select 3 for Port Administration
2. In the Port Administration, select 1 for Port Administration
3. In the Application Port Assignment, select one of the ports and press the APPL key to set
the application to DLG. As shown in Figure 3, this configuration assigns port 3 to run
the DLG application.
Port Administration
Application Port Assignment
01 CVLAN
02 CVLAN
03 DLG
04 DLG
05 DLG
06 DLG
07 DLG
08 DLG
09 DLG
10 DLG
11 DLG
12 DLG
Figure 3: Port Administration
Administer CTI link
1. Return to the Port Administration, and select 2 for DLG Administration
2. From the Avaya Terminal Emulator window, click on the add button. Enter the port that
just assigned to run the DLG application, the Avaya CT server, and the link number.
Figure 4 illustrates a CTI link to the Avaya CT server using port 3 with an IP address of
10.20.13.20 and client link 1.
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Figure 4: DLG Administration
Verify the CTI Link Status
1. Return to the Main Menu and select 5 for DLG Port Status/Control.
2. Verify that the link is up. Figure 5 illustrates that port 3 is in service.
Figure 5: DLG Port Status/Control
4. Configure the Avaya DEFINITY Server R
Configure the Avaya CTI
From Avaya Site Administration or a telnet session, create a cti-link used by the Avaya
MAPD to communicate with the Avaya DEFINITY® Server R.
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1. At the command prompt, enter “add cti-link #” where # is the next available link.
2. Enter an extension in the Extension field.
3. Enter ASAI for Type. Enter the port assigned to the DLG application in Section 3.
Figure 6 illustrates the administration for a cti-link.
Figure 6: CTI Link Administration
Configure the T1 line connected to the etalk Recorder
1. Follow the etalk Recorder installation manual to verify the T1 configuration. This
compliance test configured the T1 between the etalk Recorder and the Avaya DEFINITY
Server R with the following parameters:
Line Coding: ami-basic
Framing Mode: d4
Signaling Mode: robbed-bit
2. Figure 7 illustrates the DS1 circuit pack configuration required.
Figure 7: DS1 Circuit Pack Configuration
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3. Assign 24 digital stations to the T1 connected to the etalk Recorder server. Figure 8
illustrates the configuration of a digital station assigned to the T1.
Figure 8: Station Administration
5. Install and Configure the Avaya CT Server
The following describes how to install the Avaya CT server.
1. Login to the Avaya CT server as a domain administrator or local administrator
2. Run the setup.exe in the WININST folder of the CT Server CD
3. Click on the CentreVu Computer-Telephony Software
4. Make sure all the components are selected and click Next
5. Click Next to install the Btrieve Workstation Engine
6. Change the destination folder if necessary and click Next
7. Click Finish
8. Click Next to install Telephony Services
9. Change the destination folder if necessary and click Next
10. Enter the IP address of the current server where this software is installed and click Next.
11. Click Next to install as the Administrator
12. Insert the License in the floppy drive and click OK
13. Click Finish
14. Click Next to Install the G3PBX Driver Setup Program
15. Change the destination folder if necessary and click Next
16. Click Next
17. Click OK
18. Click Next in the Review Settings
19. Insert the Authorization disk in the floppy drive and click OK
20. Click Finish
21. Click Client Software in the Telephony Services Setup
22. Click on Telephony Services 32-bit Windows Client
23. Click Next
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24. Select Administration and click Next
25. Enter the hostname or IP address of the current server and click Add to List
26. Click Next
27. Click Finish
28. Click Exit.
29. Click Start-Settings-Control Panel
30. Click Administrative Tools and click on Services
31. Double click on the following services and change the services from Manual to
Automatic.
1. AVAYA ASAI Server
2. AVAYA CT Logging Server
3. AVAYA CT Monitor Server
4. AVAYA CT Server
5. AVAYA CVLAN Server
The following describes how to configure the Avaya CT server.
1.
2.
3.
4.
5.
6.
7.
Click Start-Program-Avaya CT-DEFINITY G3 PBX Driver-G3 PBX Driver
Configuration
Enter a name in the Advertised Switch Name for link # 1
Enter the IP address of the MAPD interface as describe in Section 3
Click on the Admin button
Click Add
Enter the IP address of the CVLAN Client that needs to communicate with the CT
Server. In most cases, the client and server are installed on the same machine as
described above. The IP address of the Recorder server must also be added.
8. Click OK to Add and click OK
If multiple networks exist on the server, make sure the right IP address is selected in the
DEFINITY G3 PBX Driver IP address: box on top.
9. Click Next and OK in the pop up screen.
10. Click Next to start the configuration
11. Click OK to complete the configuration
12. Restart the Server.
The following describes how to test the Avaya CT server.
1. Test the cti-link between the Avaya CT and the Avaya DEFINITY Server R by clicking
on Start-Programs-Avaya CT-TS 32 Client-TS Test
2. Enter two valid phone numbers and verify that the call is successful as shown in Figure 9
below.
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Figure 9: Telephony Service Test
This completes the installation and configuration for the Avaya CT server.
6. Configure the Avaya etalk Recorder Server
These Application Notes do not provide a complete guide to install the etalk Recorder server.
This section explains the necessary steps for the etalk Recorder to acquire telephony services
from the Avaya CT server. A Software Installation Guide For Recorder 3.5 SP3 document is
available from etalk to provide step-by-step on how to install the etalk Recorder server.
Install the TSAPI Client
1.
2.
3.
4.
5.
6.
Insert the TSAPI CD. The installation automatically starts.
Select the Client Software from the Install Wizard.
On the Client Setup window, select Telephony Service 32-bit windows client icon.
Click Next at the Welcome window.
On the Telephony service setup option select Next.
In the TCP/IP Name Server Configuration window, enter the IP address of the TSAPI
machine.
7. Leave the default port number and select Add to list then select Next.
8. On the Setup is Complete window, click OK.
9. Select Exit and reboot server.
Modify the CallManager.ini file
The following steps describe the modification of the .INI files that are located in the
‘C:\Winnt\System32’ directory. Edit the CallManager.ini file and set the parameters indicated in
bold.
In the [General] Section
DefaultCTIType = 9
; value of 9 denotes an Avaya switch.
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DefaultCTIServerID = 1 ; this value corresponds to the cti-link number administrated.
CTIListSize = 1
CTI00 = 9
Under Server Configuration, edit the TSAPI setting to point to the Avaya CT server. The
values for TSAPI parameters are available from the Avaya CT server and can be verified by
running the TS Test program. Figure 10 illustrates an example of how to determine the name of
the Avaya CT server.
Figure 10: Telephony Service Test Application
[TSAPI] Section
VENDER = AVAYA
DRIVER = MAPD
SERVICE = CSTA
SERVERNAME = DEVCON1
VERSION = TS2
USERNAME = Administrator
PASSWORD = Interop
Save and close the file.
Modify the RECMGR.ini file
Open the RECMGR.ini file and set the values indicated in bold for the following fields
CTITypes = 9
Save and close the file.
Modify the RECORD.ini file
Open the RECORD.ini file and set the values indicated in bold for the following fields
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SWITCHTYPE = 1
TRIGGERSOURCE = 4
Save and close the file.
Restart the etalk Recorder Server.
7. General Test Approach
The compliance test encompassed both feature and performance tests. The performance data
was collected from the Avaya DEFINITY Server R, Avaya Definity LAN Gateway, and the etalk
Recorder server. An Empirix Hammer was used to generate calls over twenty-three channels for
a duration of one hour. One hour tests were performed with the following call durations: 40
seconds with a total of 1840 calls per hour, 20 seconds with a total of 2553 calls per hour and 15
seconds with a total of 2576 calls per hour. The Qfinity was scheduled to monitor and record 23
agents. At the end of each hour test, the Avaya DEFINITY® Server R reported on ACD skill,
load balance, occupancy. The Avaya DEFINITY LAN Gateway reported the number of CTI
messages between the Avaya CT server and the Avaya DEFINITY Server R. The etalk Recorder
was also being monitored for server CPU and memory usage.
8. Support
etalk provides a toll free number and email for technical support. For technical support call 1800-346-4436 or email to techsupport@etalk.com
9. Conclusion
This compliance test verified that the etalk Recorder successfully implemented the monitoring
and recording services using Avaya CT. The etalk Recorder solution functioned successfully
both in low and high call volume environments over an extended period of time.
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©2002 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com
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