How to Configure Avaya Interactive Response

Avaya Solution & Interoperability Test Lab
How to Configure Avaya Interactive Response (IR) with VoIP
Interface using Call Center Elite Resources - Issue 1.1
Abstract
These Application Notes describe the system configuration parameters required to interconnect
via Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya
Communication Manager using Call Center Elite resources such as Expert Agent Selection
(EAS) agents as the IR ports. Using Call Center Elite features provides the flexibility in
treatment of calls via Avaya Communication Manager Call Vector steps. For example, port
availability can be verified by utilizing EAS agents associated with Avaya IR ports. Also, the
Attendant Vectoring feature can route calls to an attendant when Avaya IR ports are not
available. In addition, the ANI and DNIS numbers from Avaya Communication Manager
passed to Avaya IR are validated.
BS/UA; Reviewed:
SPOC 3/7/2013
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©2013 Avaya Inc. All Rights Reserved.
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IR_IP_EAS
1 Introduction
Avaya Interactive Response (IR) is an Interactive Voice Response (IVR) system that supports
advanced applications of customer self-service solutions. Avaya IR supports phantom station
registration to Avaya Communication Manager C-LAN boards or Processor Ethernet resources on
simplex (S8300, S8400, and S8500) Servers that serve as gatekeepers for IP (H.323) endpoints.
Each IP station registration is a virtual VoIP channel or IP port in Avaya IR.
These Application Notes describe the system configuration parameters required to interconnect via
Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya Communication
Manager using Call Center Elite resources such as Expert Agent Selection (EAS) agents as the IR
ports. Using Call Center Elite features provides the flexibility in treatment of calls via Avaya
Communication Manager Call Vector steps. For example, port availability can be verified by
utilizing EAS agents associated with Avaya IR ports. Also, the Attendant Vectoring feature can
route calls to an attendant when Avaya IR ports are not available. In addition, the ANI and DNIS
numbers from Avaya Communication Manager passed to Avaya IR are validated.
1.1 Reference Network Configuration
Figure 1. Network Configuration
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
2 Equipment and Software Validated
The following equipment and software were used for the sample configuration:
Equipment – Main Office
Avaya S8700 Server
Avaya G650 Media Gateway
Avaya TN2312BP IPSI Circuit Packs
Avaya TN779DP C-LAN Circuit Packs
Avaya TN2302AP Med-pro Circuit Packs
Avaya 4600 Series IP Telephones
Avaya Converged Stackable Switch C364T-PWR
Avaya Interactive Response (IR)
Software
Avaya Communication Manager
R4.0 (R014x.00.0.730.5)
FW 039
FW 024
FW 094
2.3
4.5.14
R3.0
3 Configure Avaya Communication Manager
This section provides the procedure for configuring Avaya Communication Manager. The Avaya
System Access Terminal (SAT) is used to issue the commands to the Avaya S8700 Server. The
procedure includes the following areas:
Display Available Licenses
Verify Special Application
Administer System Parameters Features
Administer IP Resources
Administer Stations
Administer Attendant Console
Administer Skills
Administer Agent ID
Administer Vector Directory Numbers (VDN)
Administer Vectors
These Application Notes assume that the necessary configuration on Avaya Communication
Manager is in place. The stations utilized for these Application Notes are physical IP stations,
which are used to make the calls and answer the transferred calls from Avaya IR.
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.1 Display Available Licenses
Step
1.
Description
Use the “display system-parameters customer-options” command. On Page 10, verify
that there are sufficient IP_API_A licenses. If not, contact an authorized Avaya account
representative to obtain the license.
display system-parameters customer-options
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID
IP_API_A
IP_API_B
IP_API_C
IP_Agent
IP_IR_A
IP_Phone
IP_ROMax
IP_Soft
IP_eCons
2.
Rel.
:
:
:
:
:
:
:
:
:
Limit
100
0
0
1000
100
12000
12000
1000
0
Page
10 of
11
Page
3 of
11
Used
7
0
0
0
0
8
0
0
0
Navigate to Page 3. Verify that the Attendant Vectoring is enabled.
display system-parameters customer-options
OPTIONAL FEATURES
Abbreviated Dialing Enhanced List?
Access Security Gateway (ASG)?
Analog Trunk Incoming Call ID?
A/D Grp/Sys List Dialing Start at 01?
Answer Supervision by Call Classifier?
ARS?
ARS/AAR Partitioning?
ARS/AAR Dialing without FAC?
ASAI Link Core Capabilities?
ASAI Link Plus Capabilities?
Async. Transfer Mode (ATM) PNC?
Async. Transfer Mode (ATM) Trunking?
ATM WAN Spare Processor?
ATMS?
Attendant Vectoring?
y
n
y
n
y
y
y
y
y
y
n
n
n
n
y
Audible Message Waiting?
Authorization Codes?
CAS Branch?
CAS Main?
Change COR by FAC?
Computer Telephony Adjunct Links?
Cvg Of Calls Redirected Off-net?
DCS (Basic)?
DCS Call Coverage?
DCS with Rerouting?
y
y
n
n
n
y
y
y
y
y
Digital Loss Plan Modification? n
DS1 MSP? y
DS1 Echo Cancellation? n
(NOTE: You must logoff & login to effect the permission changes.)
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
Step
3.
Description
Navigate to Page 6. Verify that the following Call Center Elite features are enabled.
change system-parameters customer-options
CALL CENTER OPTIONAL FEATURES
Page
6 of
11
Call Center Release: 4.0
ACD?
BCMS (Basic)?
BCMS/VuStats Service Level?
BSR Local Treatment for IP & ISDN?
Business Advocate?
Call Work Codes?
DTMF Feedback Signals For VRU?
Dynamic Advocate?
Expert Agent Selection (EAS)?
EAS-PHD?
Forced ACD Calls?
y
n
n
n
n
n
n
n
y
n
n
Lookahead Interflow (LAI)? n
Multiple Call Handling (On Request)? n
Multiple Call Handling (Forced)? n
PASTE (Display PBX Data on Phone)? n
(NOTE: You must logoff & login
BS/UA; Reviewed:
SPOC 3/7/2013
Reason Codes?
Service Level Maximizer?
Service Observing (Basic)?
Service Observing (Remote/By FAC)?
Service Observing (VDNs)?
Timed ACW?
Vectoring (Basic)?
Vectoring (Prompting)?
Vectoring (G3V4 Enhanced)?
Vectoring (3.0 Enhanced)?
Vectoring (ANI/II-Digits Routing)?
Vectoring (G3V4 Advanced Routing)?
Vectoring (CINFO)?
Vectoring (Best Service Routing)?
Vectoring (Holidays)?
Vectoring (Variables)?
to effect the permission changes.)
Solution & Interoperability Test Lab Application Notes
©2013 Avaya Inc. All Rights Reserved.
n
n
n
n
n
n
y
y
y
y
y
y
y
n
n
n
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IR_IP_EAS
3.2 Verify Special Application
Step
1.
Description
Use the command “display system-parameters special-applications” to verify that
SA8874 is activated. Special application “SA8874 – Call Status Messages for 7434ND
IP Softphone” is required to support supervised transfers from Avaya IR.
display system-parameters special-applications
SPECIAL APPLICATIONS
Page
(SA8758) - Auto Exclusion for Analog Bridged Extensions?
(SA8759) - Invoke NCR Transfer on Answer Only?
(SA8796) - Incoming Call Display with No/Delayed Ringing?
(SA8797) - CTI Agent Call Capture by FAC?
(SA8835) - Conference to VDN?
(SA8847) - Forced Disconnect of Diverted Predictive Calls?
(SA8851) - Remove Caller Id from Set Display?
(SA8852) - Display VDN Information on Route-To Calls?
(SA8853) - Support of LSPs Behind NAT?
(SA8854) - NCR OOB Transfer & Connect/Courtesy Transfer?
(SA8859) - Default PSA Station?
(SA8869) - SIP Caller-ID Blocking in a Hosted Environment?
(SA8870) - Tandem Network Call Redirection?
(SA8874) - Call Status Messages for 7434ND IP Softphone?
(SA8876) - Expanded Holiday Table?
(SA8879) - DCP Xfer Lamp Control/Buttonless Auto Exclusion?
6 of
10
n
n
n
n
n
n
n
n
n
n
n
n
n
Y
n
n
3.3 Administer System Parameters Features
Step
1.
Description
Use the “change system-parameters features” command. On Page 6, set 7434ND to “y”.
change system-parameters features
Page
6 of 17
FEATURE-RELATED SYSTEM PARAMETERS
Public Network Trunks on Conference Call: 5
Auto Start? n
Conference Parties with Public Network Trunks: 6
Auto Hold? n
Conference Parties without Public Network Trunks: 6
Attendant Tone? y
Night Service Disconnect Timer (seconds): 180
Bridging Tone? n
Short Interdigit Timer (seconds): 3
Conference Tone? n
Unanswered DID Call Timer (seconds):
Intrusion Tone? n
Line Intercept Tone Timer (seconds): 30
Mode Code Interface? n
Long Hold Recall Timer (seconds): 0
Reset Shift Timer (seconds): 0
Station Call Transfer Recall Timer (seconds): 0
DID Busy Treatment: tone
Allow AAR/ARS Access from DID/DIOD?
Allow ANI Restriction on AAR/ARS?
Use Trunk COR for Outgoing Trunk Disconnect?
7405ND Numeric Terminal Display?
DISTINCTIVE AUDIBLE ALERTING
Internal: 1
External: 2
Priority:
Attendant Originated Calls:
BS/UA; Reviewed:
SPOC 3/7/2013
y
n
n
n
7434ND? y
3
external
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IR_IP_EAS
2.
Navigate to Page 11 and enable the EAS feature as shown below.
change system-parameters features
FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled? y
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension:
Message Waiting Lamp Indicates Status For: station
Page
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17
Delay:
VECTORING
Converse First Data Delay:
Converse Signaling Tone (msec):
Prompting Timeout (secs):
Interflow-qpos EWT Threshold:
Reverse Star/Pound Digit For Collect Step?
Available Agent Adjustments for BSR?
BSR Tie Strategy:
Store VDN Name in Station's Local Call Log?
SERVICE OBSERVING
Service Observing: Warning Tone?
Service Observing Allowed with Exclusion?
Allow Two Observers in Same Call?
BS/UA; Reviewed:
SPOC 3/7/2013
0
Second Data Delay: 2
100
Pause (msec): 30
4
2
n
n
1st-found
n
y
n
n
or Conference Tone? n
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IR_IP_EAS
3.4 Administer IP Resources
The Avaya IR IP stations (refer to Section 3.4) inherit the network region of the C-LAN board to
which it sends the Gatekeeper Discovery (GRQ) message. The gatekeeper IP address is static and
unique to each Avaya IR VoIP card (refer to Section 4.2). The following steps illustrate how to
configure Avaya Communication Manager IP network region and IP codec for VoIP connectivity
to Avaya IR:
Step
1.
Description
Use the command “display ip-network-region 1”. IP network region number 1 is the
default assignment for IP endpoints that are not assigned to an IP Network Region using
the “change ip-network-map” form (includes Avaya IR). Note the assigned Codec Set
number for this IP Network Region.
display ip-network-region 1
Page
1 of
19
IP NETWORK REGION
Region: 1
Location:
Authoritative Domain: avaya.com
Name:
MEDIA PARAMETERS
Intra-region IP-IP Direct Audio: yes
Codec Set: 1
Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048
IP Audio Hairpinning? y
UDP Port Max: 3029
DIFFSERV/TOS PARAMETERS
RTCP Reporting Enabled? y
Call Control PHB Value: 34
RTCP MONITOR SERVER PARAMETERS
Audio PHB Value: 46
Use Default Server Parameters? y
Video PHB Value: 26
802.1P/Q PARAMETERS
Call Control 802.1p Priority: 7
Audio 802.1p Priority: 6
Video 802.1p Priority: 5
AUDIO RESOURCE RESERVATION PARAMETERS
H.323 IP ENDPOINTS
RSVP Enabled? n
H.323 Link Bounce Recovery? y
Idle Traffic Interval (sec): 20
Keep-Alive Interval (sec): 5
Keep-Alive Count: 5
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
Step
2.
Description
Use the command “change ip-codec-set 1”. Verify or assign an Audio Codec of
“G.711MU”. Note: Avaya IR only supports the G711MU codec for VoIP.
change ip-codec-set 1
Page
1 of
2
IP Codec Set
Codec Set: 1
Audio
Codec
1: G.711MU
2:
3:
4:
5:
6:
7:
Silence
Suppression
n
Frames
Per Pkt
2
Packet
Size(ms)
20
Media Encryption
1: none
2:
3:
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.5 Administer IP Stations
This section describes how to configure the phantom IP stations that are used by the Avaya IR to
connect to Avaya Communication Manager. In the reference test configuration, three phantom IP
stations were used so Avaya IR can have three available lines to communicate with Avaya
Communication Manager.
Step
1.
Description
Use the “add station <n>” command, where <n> is a valid unused station extension. On
Page 1, enter the values as shown below.
Note: The Display Module must be enabled in order to pass the correct ANI and DNIS
information to Avaya IR.
add station 79307
Page
1 of
6
STATION
Extension:
Type:
Port:
Name:
79307
7434ND
IP
IR 3.0 Port 1
Lock Messages? n
Security Code: 1234
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
0
1
1
1
STATION OPTIONS
Loss Group:
Data Module?
Display Module?
Display Language:
2
n
y
english
Survivable COR: internal
Survivable Trunk Dest? y
Time of Day Lock Table:
Personalized Ringing Pattern: 1
Message Lamp Ext: 79307
Coverage Module? n
Media Complex Ext:
IP SoftPhone? y
IP Video Softphone? n
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
Step
2.
Description
On Page 2, set the Multimedia Mode field to “enhanced”. Verify Direct IP-IP Audio
Connections is set to “Y”
add station 79307
Page
2 of
6
STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:
spe
y
n
n
y
n
n
single
H.320 Conversion? n
Service Link Mode: as-needed
Multimedia Mode: enhanced
MWI Served User Type:
AUDIX Name:
Auto Select Any Idle Appearance?
Coverage Msg Retrieval?
Auto Answer:
Data Restriction?
Idle Appearance Preference?
Bridged Idle Line Preference?
Restrict Last Appearance?
n
y
none
n
n
n
y
Per Station CPN - Send Calling Number?
Audible Message Waiting?
Display Client Redirection?
Select Last Used Appearance?
Coverage After Forwarding?
n
n
n
s
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 79307
Always Use? n IP Audio Hairpinning? Y
3.
On Page 6, set the first field under DISPLAY BUTTON ASSIGNMENTS to “normal”.
add station 79307
Page
6 of
6
STATION
DISPLAY BUTTON ASSIGNMENTS
1: normal
2:
3:
4.
Repeat Step 1-3 to add additional phantom IP stations with extensions 79308 and 79309.
Note: In the testing, the same value for the Security Code field was used for all the
phantom IP stations.
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.6 Administer Attendant
Calls are routed to an attendant when Avaya IR ports are not available. See Section 3.9 on how to
route the calls to an attendant. This section describes how to add an attendant. Adding this attendant
will also make it available as a member of the attendant group.
Step
1.
Description
Use the “add attendant <n>” command, where <n> is a valid unused attendant number.
On Page 1, enter the values as shown below.
change attendant 1
Page
1 of
4
ATTENDANT CONSOLE 1
Type:
Extension:
Console Type:
Port:
302
79010
principal
01A0304
Name:
Group:
TN:
COR:
COS:
1
1
1
1
Auto Answer:
Data Module?
Disp Client Redir?
Display Language:
H.320 Conversion?
none
n
y
english
n
DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS (Trunk Access Codes)
Local Remote
Local Remote
Local Remote
1:
5:
9:
2:
6:
10:
3:
7:
11:
4:
8:
12:
HUNDREDS SELECT BUTTON ASSIGNMENTS
1:
5:
9:
2:
6:
10:
3:
7:
11:
4:
8:
12:
BS/UA; Reviewed:
SPOC 3/7/2013
13:
14:
15:
16:
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©2013 Avaya Inc. All Rights Reserved.
17:
18:
19:
20:
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IR_IP_EAS
3.7 Administer Skills
This section describes how to configure an EAS Skill enabled hunt group with Auto Available Split
(AAS). When the Avaya IR ports register with Avaya Communication Manager via IP phantom
stations, the associated agents are automatically made available in this skill. See Section 3.7 for the
agent administration.
Step
1.
Description
Use the “add hunt-group <n>” command, where <n> is a valid unused hunt group
number. On Page 1, enter the values as shown below.
add hunt-group 203
Page
1 of
3
2 of
3
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN/SIP Caller Display:
203
IR 3.0
79408
ucd-mia
1
1
ACD? y
Queue? y
Vector? y
MM Early Answer? n
Local Agent Preference? n
Queue Limit: unlimited
Calls Warning Threshold:
Port:
Time Warning Threshold:
Port:
2.
Navigate to Page 2 and enable Skill and AAS as shown.
add hunt-group 203
Page
HUNT GROUP
Skill? y
Expected Call Handling Time (sec):
AAS? y
Service Level Target (% in sec):
Measured: internal
Service Objective (sec):
Supervisor Extension:
Service Level Supervisor?
180
80 in 20
20
n
Controlling Adjunct: none
VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none
Dynamic Queue Position? n
Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.8 Administer Agents
This section describes how to configure an AAS enabled agent login ID and associate it with the
phantom IP station configured in Section 3.4.
Step
1.
Description
Use the “add agent-loginID <n>” command, where <n> is a valid unused extension. On
Page 1, enter the values as shown below.
add agent-loginID 79907
Page
1 of
2
AGENT LOGINID
Login ID:
Name:
TN:
COR:
Coverage Path:
Security Code:
Port Extension:
79907
IR 3.0 Agent 1
1
1
AAS?
AUDIX?
LWC Reception:
LWC Log External Calls?
AUDIX Name for Messaging:
79307
LoginID for ISDN Display? n
Auto Answer:
MIA Across Skills:
ACW Agent Considered Idle:
Aux Work Reason Code Type:
Logout Reason Code Type:
Maximum time agent in ACW before logout (sec):
Forced Agent Logout Time:
WARNING:
2.
y
n
spe
n
station
system
system
system
system
system
:
Agent must log in again before changes take effect
Navigate to Page 2 and assign the hunt group administered in Section 3.6 to the skill
number (SN).
add agent-loginID 79907
Page
2 of
2
AGENT LOGINID
Direct Agent Skill:
Call Handling Preference: skill-level
SN
1: 203
2:
3:
3.
RL SL
1
SN
16:
17:
18:
Service Objective? n
Local Call Preference? n
RL SL
SN
RL SL
31:
32:
33:
SN
RL SL
46:
47:
48:
Repeat Step 1-2 to add additional agent login IDs 79908 with Port Extension “79308”
and 79909 with Port Extension “79309”.
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.9 Administer VDN
This section describes how to configure a VDN. Avaya IR bound calls were placed or routed to a
VDN extension during the testing.
Step
1.
Description
Use the “add vdn <n>” command, where <n> is a valid unused VDN extension. On Page
1, enter the values as shown below.
add vdn 53308
Page
1 of
3
VECTOR DIRECTORY NUMBER
Extension:
Name*:
Vector Number:
Attendant Vectoring?
Meet-me Conferencing?
Allow VDN Override?
COR:
TN*:
Measured:
53308
IR 3.0
308
n
n
y
1
1
none
Service Objective (sec): 20
VDN of Origin Annc. Extension*:
1st Skill*:
2nd Skill*:
3rd Skill*:
* Follows VDN Override Rules
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
3.10 Administer Vectors
This section describes how to configure the vectors. Two vectors were used during the testing. The
first vector (308 - Main) queues the calls to Skill 203 (refer vector step number 2). If the agents (in
this case Avaya IR ports) are not available (refer vector step number 1), the calls are redirected to
the second vector (309- Attd). The second vector is enabled for Attendant Vectoring and the calls
are queued to an attendant group.
Step
1.
Description
Use the “change vector <n>” command, where <n> is a valid unused vector number. On
Page 1, administer vector steps as shown below.
change vector 308
Page
1 of
6
CALL VECTOR
Number: 308
Basic? y
Prompting? y
Variables? y
01 goto vector
02 queue-to
03 stop
04
05
2.
Name: IR 3.0 Main
Attendant Vectoring? n
Meet-me Conf? n
Lock? n
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? y
Holidays? n
3.0 Enhanced? y
309 @step 1 if available-agents in skill 203
= 0
skill 203 pri m
Use the “change vector <n>” command, where <n> is a valid unused vector number. On
Page 1, administer vector steps as shown below.
change vector 309
Page
1 of
6
CALL VECTOR
Number: 309
Basic? y
Prompting? y
Variables? y
01 queue-to
02 stop
03
BS/UA; Reviewed:
SPOC 3/7/2013
Name: IR 3.0 Attd
Attendant Vectoring? y
Meet-me Conf? n
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? y
3.0 Enhanced? y
attd-group
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©2013 Avaya Inc. All Rights Reserved.
Lock? y
ASAI Routing? y
Holidays? n
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IR_IP_EAS
4 Configure Avaya IR
This section provides the procedure for configuring the Avaya IR. The procedure includes the
following areas:
Display License
Administer Voice Over IP Card
Administer Phone Numbers for IR Ports
Administer Channel Services
Stop and Start Voice System
The IR web interface was used for IR administration, which can be accessed by entering
http://<Hostname or IP address of Avaya IR > in the URL. For example, http://192.45.120.51. Log
in with the appropriate credentials.
4.1 Display License
Step
1.
Description
Navigate to Configuration Management  Feature Licensing. Verify that the number
of free licenses for the feature type “VALUE_IR_PORTS” is a value equal to or greater
than the number of ports, e.g., VoIP channels, to be configured on the Avaya IR system.
BS/UA; Reviewed:
SPOC 3/7/2013
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IR_IP_EAS
4.2 Administer Voice Over IP Card
Step
1.
Description
Add VoIP card by navigating to Configuration Management  Switch Interfaces 
Voice over IP  Assign Card, and administer the card as shown. Avaya IR VoIP card
numbers range from 6 to 15. In the test configuration, card 11 was assigned. The
Gatekeeper IP Address is set to the IP address of the C-LAN board in Avaya
Communication Manager. In the test configuration, the No of Ports (the number of VoIP
channels, e.g., IP Stations) assigned was “10”. Click Submit.
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4.3 Administer Phone Numbers for IR Ports
Step
1.
Description
Navigate to Configuration Management  Voice Equipment  Phone Number 
Assign and assign the phone numbers (IP phantom stations administered in Section 3.4)
to the channels corresponding to the IP card configured in Section 4.2. The password
must be equivalent to the “Security Code” of IP phantom stations. Click Submit.
Note: Navigate to Configuration Management  Voice Equipment  Phone
Number  Display Equipment to find the channels associated with a card (not shown
here). In test configuration, VoIP Channel Numbers 55-57 were used.
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4.4 Administer Channel Services
Step
1.
Description
Navigate to Configuration Management Voice Services  Channel Services.
Select Channels 55 thru 57 and click Assign Selected to bring up the following web
page. Assign services to channels as shown. The “avftst” Voice Service is one of the
Transaction Assembler Script (TAS) applications installed by default on the Avaya IR
system for testing purposes. Click Submit.
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4.5 Restart Voice System
Step
1.
Description
Stop the Voice system by navigating Configuration Management System Control
 Stop Voice System. Click Submit.
2.
Start the Voice system by navigating Configuration Management System Control
 Start Voice System. Click Submit.
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5 Verification
5.1 General Verification
Perform the following steps to test and verify the Avaya IR VoIP channels.
Step
1.
Description
Verify that the phantom IP stations used by the Avaya IR, administered in Section 3.4,
are registered to Avaya Communication Manager. Use the “list registered-ip-stations”
command from the Avaya SAT to verify that the phantom IP stations are registered with
the Gatekeeper IP Address (C-LAN) is “192.45.100.75”. Also, verify that the Station
IP Address is “192.45.120.51”, which is the IP address of the Avaya IR.
list registered-ip-stations
Page
1
REGISTERED IP STATIONS
Station Ext/
Orig Port
79307
79308
79308
2.
Set
Type
7434ND
7434ND
7434ND
Product
ID
IP_IR_A
IP_IR_A
IP_IR_A
Prod
Rel
1.342
1.342
1.342
Station
IP Address
192.45.120.51
192.45.120.51
192.45.120.51
Net
Rgn
1
1
1
Gatekeeper
IP Address
192.45.120.75
192.45.120.75
192.45.120.75
TCP
Skt
y
y
y
Verify that the agents associated with the Avaya IR ports are logged in and are available.
Use “monitor bcms skill <n >” where <n> is the hunt group number administered in
Section 3.6, and verify that STATE shows as “Avail”.
monitor bcms skill 203
Page
1 of
1
BCMS SKILL (AGENT) STATUS
Skill: 203
Skill Name: IR 3.0
Calls Waiting:
0
Oldest Call:
0:00
Staffed: 3
Date:
11:11 WED AUG 8 2007
Avail: 3
Acceptable Service Level: 20
% Within Service Level:
ACD: 0
ACW: 0
AUX: 0
Extn Calls: 0
OUT
AGENT NAME
LOGIN ID
EXT
STATE
TIME
IR 3.0 Agent 1
IR 3.0 Agent 2
IR 3.0 Agent 3
79907
79908
79909
79307
79308
79309
Avail
Avail
Avail
10:28
10:28
10:27
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Other: 0
ACD
EXT IN
CALLS
CALLS
0
0
0
0
0
0
EXT
CALLS
0
0
0
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Step
3.
4.
5.
Description
Verify that the channels 55-57 of card 11 are in service on Avaya IR by navigating to
Configuration Management  Voice Equipment  Display Equipment.
From an Avaya IP telephone (for example, extension 77301), place a call to the VDN
(53308) that in turn routes call to Avaya IR VoIP ports (refer to Section 3.8 and Section
3.9) from an Avaya IP Telephone. Verify that the Avaya IR answers the call
successfully.
For the call placed in Step 4, verify the ANI and DNIS information passed from Avaya
Communication Manager to Avaya IR is correct. Use “trace channel all level all”
command at shell level in Avaya IR and look for ANI and DNIS information (for
example using “grep” command) as shown below:
devconnectivr(root)# trace cha all level all |grep DNIS
08/09 16:14:22:660 CH057: VOIP_OAM[003]: CCMSStation::LineAppearanceUpdate ANI
77301
DNIS
53308
6.
Repeat Steps 4-5 to verify a call placed from a PSTN telephone.
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Step
7.
Description
Verify that calls can be redirected to an Attendant by utilizing the vectors configured in
Section 3.8 and Section 3.9.
Make all the Avaya IR ports unavailable (for example, by stopping voice system
as shown in Section 4.4).
Place a call to the VDN (53308). Since IR ports are not available, verify that the
calls are redirected to the attendant group and attendant answers the calls
successfully.
6 Conclusion
These Application Notes describe the system configuration parameters required to interconnect via
Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya Communication
Manager using Call Center Elite resources such as Expert Agent Selection (EAS) agents as the IR
ports. With this test configuration, the ANI and DNIS numbers successfully passed from Avaya
Communication Manager to Avaya IR. In addition, the Attendant Vectoring feature successfully
routed the calls to an attendant group when Avaya IR ports were not available.
7 References
Product documentation for Avaya products may be found at http://support.avaya.com.
1. Avaya Interactive Response (IR), Release 3.0, Documentation CD-ROM, Issue 1.0, June
2007
2. Administrator Guide for Avaya Communication Manager, Issue 3.1, February 2007,
Document 03-300509
3. Avaya Call Center Software Release 4.0 Call Vectoring and Expert Agent Selection (EAS)
Guide, Issue 4.0, February 2007, Document 07-600780
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©2013
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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