Application Notes for configuring QuickCall Contact Center Solution

Application Notes for configuring QuickCall Contact Center Solution
Avaya Solution & Interoperability Test Lab
Application Notes for configuring QuickCall Contact
Center Solution with Avaya IP Office - Issue 1.0
Abstract
These Application Notes describe the procedures for configuring QuickCall Contact Center
Solution with Avaya IP Office. QuickCall Contact Center Solution is a comprehensive multimodal blended suite of applications for Inbound and Outbound contact centers.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
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1. Introduction
These Application Notes describe the configuration steps required for configuring QuickCall
Contact Center Solution to successfully interoperate with Avaya IP Office.
The following QuickCall Contact Center Solution suite of applications was tested:
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Automatic Call Distribution (ACD) with skill based routing,
Predictive Dialer,
Customer Relationship Management (CRM),
Interactive Voice Response (IVR),
Computer Telephony Integration (CTI) using TAPI or CSTA
Voice Logging & Quality Monitoring
Agent popup
Centralized Management and Administration.
QuickCall Contact Center Solution is integrated with Avaya IP Office by the Microsoft
Telephony Application Programmer Interface (TAPI).
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2. General Test Approach and Test Results
For feature testing, the general test approach was to test the QuickCall Client in performing
the various telephony features including logins and logouts and the QuickCall server in
managing inbound and outbound calls / campaigns. For serviceability testing, failures such
as reboot of the QuickCall Server and the Avaya IP Office were applied.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members.
The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces
pertinent to the interoperability of the tested products and their functionalities. DevConnect
Compliance Testing is not intended to substitute for full product performance or feature
testing performed by DevConnect members, nor is it to be construed as an endorsement by
Avaya of the suitability or completeness of a DevConnect member’s solution.
2.1. Interoperability Compliance Testing
The interoperability compliance test included both feature and serviceability testing.
The feature testing focused on verifying QuickCall Contact Center Solution’s handling of
TAPI messages to request and respond to Avaya IP Office features. The feature testing also
evaluated the ability of QuickCall Contact Center Solution to collect logs for various types of
calls.
The serviceability testing introduced failure scenarios to verify QuickCall Server could
resume operation after failure recovery.
2.2. Test Results
All feature and serviceability tests passed. Note that for TAPI control, the agent cannot reject
incoming calls and hence this feature is not supported.
2.3. Support
For technical support on QuickCall Contact Center Solution, contact the Cube Software
Support Services at:
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•
Phone: +91-120-4057155
Email: support@cube-software.com
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3. Reference Configuration
Figure 1 illustrates the test configuration used to verify the QuickCall Contact Center
Solution. The setup of this compliance testing was comprised of an Avaya IP Office 500
which has connections to the following: Avaya 9621 IP Telephone, Avaya 1608 IP
Telephone, Avaya 1408 Digital Telephone, Avaya analog telephone and ISDN-PRI trunks to
both the PSTN through the QuickCall server which has a PIKA HMP board with four ISDNPRI ports, of which only the first 2 ports are used. In this Compliance testing, Avaya
Communication Manager acted as the tandem switch to the PSTN (not shown).
QuickCall Center Solution is installed on a server running Microsoft Windows 7 Professional
with Service Pack 1. In short, it is termed as QuickCall Server. QuickCall server routes calls
into IP Office via the ISDN-PRI trunk. QuickCall Client is installed on desktop PCs running
Microsoft Windows XP Professional Service Pack 3 and Windows 7 Professional Service
Pack 1 They are used to control the IP, Digital and analog telephones respectively.
In this compliance testing, IP Office manager is installed on the QuickCall Server for
managing the setup of the phones and ISDN-PRI trunks. The Avaya 5520-48T-PWR
Ethernet Routing Switch provides Ethernet connectivity to the servers and IP telephones, and
Layer 3 IP routing between the two sites.
Figure 1: Test Configuration
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4. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment/Software
Release/Version
Avaya IP Office 500 V2
Avaya IP Office Manager
Avaya H323 IP Telephones
(9621)
Avaya H323 IP Telephones
(1608)
Avaya 1408 Digital Telephone
Avaya Analog Telephone
Avaya 5520-48T-PWR Ethernet Routing Switch
QuickCall Server on Windows 7 Professional SP1
QuickCall Client PCs on
Windows XP Professional with Service Pack 3 &
Windows 7 Professional with Service Pack 1
8.1 (63)
10.1 (63)
6.2 SP2
1.32
V5.6.1.052
V4.3.1
V4.3.1
Note:
Testing was performed with IP Office 500 R8.1, but it also applies to IP Office Server Edition
R8.1. Note that IP Office Server Edition requires an Expansion IP Office 500 v2 R8.1 to
support analog or digital endpoints or trunks.
5. Configure Avaya Office
This section provides the procedures for configuring Avaya IP Office. The procedures
include the following areas:
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Verify IP Office license
Obtain LAN IP address
Administer System Password
Administer ISDN-PRI trunks
Administer Short Code and ARS
Administer users
Administer incoming call route
It is expected that the installer is familiar with configuring users, trunks, short codes, etc. on
Avaya IP Office, as the focus of these Application Notes is on the configuration of the TAPI
interface only. For all other provisioning information, such as software installation,
installation of optional components, basic configuration of Avaya IP Office, etc., refer to the
Avaya IP Office product documentation in reference [1] of Section 9.
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5.1. Verify IP Office License
Step Description
1. From a PC running the Avaya IP Office Manager application, select Start Programs
IP Office Manager to launch the Manager application. Select the proper IP Office
system, and log in with the appropriate credentials.
Log into the Avaya IP Office Manager application by using the appropriate user name and
password.
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Step Description
2. The CTI Link Pro license is required for QuickCall Server to connect to Avaya IP Office
via TAPI. Scroll down the left pane and select License CTI Link Pro, to display the
CTI Link Pro screen in the bottom pane. Verify that the License Status is “Valid”. This
license is required for QuickCall Server to use third-party TAPI control mode on IP
Office.
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5.2. Obtain LAN IP address
Step Description
1. From the configuration tree in the left pane, select System to display the SGIP500V2
screen in the right pane. Select the LAN1 tab, followed by the LAN Settings sub-tab in
the right pane. Make a note of the IP Address, which will be used later to configure
QuickCall Server.
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5.3. Administer System Password
Step
1.
Description
From the Avaya IP Office R8.1 Manager screen, select File Advanced Security
Settings from the top menu. Select the proper IP Office system, and log in with the
appropriate security user credentials (not shown).
Select Security System from the configuration tree in the left pane to display the
System: SGIP500V2 screen in the right pane, where SGIP500V2 is the name of the IP
Office. In the Unsecured Interfaces tab, click the Change button next to the System
Password to configure the IP Office System Password. The System Password is used in
Section 6.1 to configure the IP Office TAPI Driver.
Click OK (not shown). In the Manager window, select File Save Security Settings to
push the new settings to IP Office and wait for the system to update.
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5.4. Administer ISDN-PR Trunks
Step Description
1. From the configuration tree in the left pane, select Line to display a list of the types of
lines available for the system on the tree list on the left. Select Line 13, the PRI 30
(Universal) – Line 13 is displayed in the right pane. Select Line Signaling type as CPE
from the drop down menu for denoting the ISDN-Trunk interface is on the client side.
This is the interface to the QuickCall Server PIKA HMP card ISDN-Trunk port 1. Refer
to Section 6.2.
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5.5. Administer Short Code and ARS
Step
1.
Description
From the configuration tree in the left pane, select Short Code and the list of short codes
is displayed. Outbound calls will be in the form of 9<Local Number>. Enter 9N for both
Code and Telephone Number. The access code 9 is required for accessing the PSTN
through Communication Manager as a tandem switch. Select the Line Group ID
50:Main which is the default line group.
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Step
2.
Description
From the configuration tree in the left pane, select ARS followed by 50:Main. The
details of the Main* settings are shown on the right pane. Click Add for the short code
9N. In our case, the access code 9 is also sent as it is required to access the PSTN through
Communication Manager as the tandem switch.
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5.6. Administer users
1.
All users (agents) whether they are using IP, digital or analog extensions must have their
voicemail, call forwarding and call waiting turned off. From the configuration tree in the left
pane, select User followed by the extension of the user(s) (agents). Uncheck Voicemail On, as
as shown below. Repeat this for all users (agents).
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2.
Select the Forwarding tab, check that no forwarding or follow me feature is enabled or
configured. Repeat this for all users (agents).
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3.
Select the Telephony tab followed by the Call Settings sub-tab. Check that Call Waiting On
feature is not checked. Repeat this for all users (agents).
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5.7. Administer incoming call route
Step Description
1.
From the configuration tree in the left pane, right-click on Incoming Call Route and select New
from the pop-up list to add a new incoming call route. Select Any Voice for the Bearer
Capability. The Line Group ID will depend on the ISDN-PRI trunks setup for receiving
incoming calls from the QuickCall server. In this case, the ISDN PRI trunk (Line Group ID 0)
is selected which is configured in Section 5.3. The Incoming Number is set as 301 which is one
of the agent extensions.
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Step Description
2.
Select the Destinations tab and pick the agent extension 301 as the Destination. Repeat Steps 1
and 2 for the other users (agents) i.e., 302, 331 and 339.
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6. Configure QuickCall Contact Center Solution
This section provides the procedures for configuring the QuickCall solution. The procedures
include the following areas:
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Install and configure Avaya TAPI driver
Configure QuickCall Server
Configure QuickCall Client on the PCs
Please note that not all of the configured details are mentioned. Only those essential for setup
and interface with Avaya are stated. For QuickCall provisioning information, such as
software installation and installation of optional components, refer to QuickCall
documentation in reference [2] onwards in Section 9.
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6.1. Install and configure Avaya TAPI Driver
This section provides the procedures for configuring the Avaya TAPI Driver on the
QuickCall Server. The procedures include the following areas:
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Install Avaya TAPI driver
Configure Avaya TAPI driver
6.1.1. Install Avaya TAPI Driver
The Avaya TAPI driver can be obtained from the IP Office User CD which is also available
on the Avaya Support portal at http://support.avaya.com/. The latest driver can be
downloaded and installed on the server by running the execution file (.exe).
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6.1.2. Configure Avaya TAPI Driver
Step Description
1. Go to the Windows Control Panel and open Phone and Modem Options. Click the
Advanced tab, select Avaya IP Office TAPI2 Service Provider and click Configure….
2. In the Avaya TAPI2 configuration window that is displayed, set Switch IP Address to
the IP address of Avaya IP Office (refer to Section 5.2), select Third Party and set
Switch Password to the IP Office System password provided by the administrator (see
Section 5.3). Click OK.
3. In the Phone and Modem Options window, click OK. Reboot the server for the new
changes to take effect.
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6.2. Configure QuickCall Server
In actual operation, the Dialer server and Database server are installed on separate physical
servers. In this Compliance Testing, both will be installed on the same physical server which
will be named the QuickCall server. The following needs to be installed for the QuickCall
Server:
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PIKA HMP Card (ISDN-PRI Trunks) and the associated driver
QuickCall Dialer Server Setup
MS SQL Database for the QuickCall Database creation
Cube License Manager for managing the license
Campaign setup using the QuickCall Manager
Installation of the HMP card includes changing the configuration file “pikagp.cfg” located in
the default directory C:\ProgramData\PIKA\hmp\conf (not shown). Below is a snapshot of
a portion of the config file. Under section ISDN_0_0 (HMP card port 0) is the interface
parameters for connection to the PSTN. Under section ISDN_0_1 (HMP card port 1) is the
interface parameters for connection to the IP Office which should correspond to the
parameters in Section 5.4 for IP Office ISDN-Trunk setup. The following parameters are
setup in this compliance testing.
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line_framing=crc4
line_encoding=hdb3
line_compandmode=alaw
node=network (IP Office ISDN-Trunk interface as the client/CPE side)
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Installation of the QuickCall Dialer Server software automatically installs the following
components:
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QuickCall Server
QuickCall Manager
Data Manager
QuickCall Dialer
Quick Data
Quick Logs
Quick TAPI/ CSTA (For Dial tone and Call Connectivity)
Quick Line Monitor (Show Port Status)
Quick Services
QuickCall Client
Maintenance VL (For call recording)
Cube License
The complete steps required to configure QuickCall Server for service is beyond the scope of
this document. Refer to QuickCall documentation in reference [2] onwards in Section 9 for
details.
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6.3. Configure QuickCall Client on the PCs
Step Description
1. Log into the PC running QuickCall Client with administrative privileges. The QuickCall
Client is installed on the PC by running the QuickCallClientSetup.exe from the Setup
CD provided by Cube Software (now shown). Configuration changes can be made in two
configuration files i.e., DataClient.ini and QuickCallClient.ini. They are located in the
default directory C:|\Program Files\CubeTools\ActiveX and C:\QuickCallClient
respectively. Refer to QuickCall Client Installation and Configuration Guide document in
reference [5] Section 9 for details.
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Step Description
2. Edit the DataClient.ini file. Set the RemoteHost parameter to the IP address of the
QuickCall Server. Click File Save (not shown).
3. Click Start All Programs QuickCallClient QuickCallClient to login as an agent.
Select the appropriate campaign assigned by the administrator from the drop down list For
Campaign. Enter the IP address of the QuickCall Server for Remote Computer. Enter the
appropriate agent ID and password. Click Login to connect.
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Step Description
4. After login, the agent connection information and the status will be shown on the pop up
screen, as shown below:
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7. Verification Steps
The following steps may be used to verify the configuration.
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Verify the CTI Link Pro license is enabled on Avaya IP Office (see Section 5.1).
Assign an agent to an inbound queue. Log in and make the agent available. Place an
incoming call to the inbound queue. Verify that the agent’s phone rings and the agent
is able to answer the call with the QuickCall Client.
Assign an agent to an outbound campaign. Log in and make the agent available.
Verify that an outbound call is placed. When the call is delivered to the agent, verify
that the agent’s phone rings and the agent is able to answer the call using the
QuickCall Client.
8. Conclusion
These Application Notes describe the compliance-tested configuration used to validate Avaya
IP Office 8.1 with QuickCall Contact Center Solution. All test cases were completed
successfully with a note indicated in Section 2.2 test results.
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9. Additional References
The following documents are available at http://support.avaya.com.
[1] IP Office 8.1 GA Knowledge Base Documentation, Release 8.1, Build: 05, 12th Dec 2012
The following documents are available from Cube Software Pvt Ltd upon request:
[2] QuickCall Contact Center Solution – An Overview
[3] QuickCall Dialer Feature List
[4] QuickCall Dialer Installation and Configuration Guide, Version 4.3.0
[5] QuickCall Client Installation and Configuration Guide, Version 4.3.0
[6] PIKA HMP Card Installation and Configuration Guide, Version 4.3.0
[7] QuickCall Database Creation Installation and Configuration Guide, Version 4.3.0
[8] Cube License Manager Installation Guide, Version 3.5.3
[9] QuickCall Manager Installation Guide
[10] Data Manager Installation Guide, Version 4.3.0
[11] Callisto Player Installation Guide, Version 4.3.0
[12] QuickCall Manager User Manual
[13] QuickCall Client Application Troubleshooting
[14] Callisto Player User Guide, Version 4.0
[15] Cube QuickCall Dialer Interoperability and Testing Document with Avaya IP Office
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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
DevConnect Program at devconnect@avaya.com.
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