Interaction Gateway Administrator`s Guide

Interaction Gateway Administrator`s Guide
Interaction Gateway®
Administrator's Guide
Interactive Intelligence Customer Interaction Center® (CIC)
Version 2016
Last updated November 16, 2015
(See Change Log for summary of changes.)
Abstract
This document provides essential information for initial installation and configuration of your Interaction Gateway
software product on the Interaction Edge platform. For the latest version of this document, see the Interaction
Edge product information site: https://my.inin.com/products/edge/Pages/Documentation.aspx
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
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Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Table of Contents
Administrator's Guide ............................................................................................i
Overview of Interaction Gateway ........................................................................ 5
Introduction to Interaction Gateway .......................................................................................................................5
Interaction Gateway feature summary ....................................................................................................................6
For more Interaction Gateway information ..............................................................................................................7
Interaction Gateway Help ..................................................................................................................................7
Interaction Edge Installation and Configuration Guide ...........................................................................................7
Interaction Edge Help .......................................................................................................................................7
Interactive Intelligence product information website .............................................................................................7
Newsgroups .....................................................................................................................................................8
Feedback .........................................................................................................................................................8
Setup Interaction Gateway .................................................................................. 9
Compatibility requirements for Customer Interaction Center interoperability ................................................................9
Interaction Gateway with Customer Interaction Center..........................................................................................9
Interaction Gateway with Interaction Dialer .........................................................................................................9
Log on to Interaction Gateway ...............................................................................................................................9
Interaction Gateway web interface ....................................................................................................................... 10
Interaction Gateway Status pages .................................................................................................................... 10
Interaction Gateway Settings pages .................................................................................................................. 11
Initial Interaction Gateway configuration...........................................................12
Change the administrator user name and password................................................................................................ 12
Change all TDM spans for E1 ............................................................................................................................... 13
Configure Interaction Gateway TDM spans ............................................................................................................ 13
Configure the Interaction Gateway SIP span .......................................................................................................... 14
Install Interaction Gateway certificates ................................................................................................................. 17
Generate the Interaction Gateway TLS certificate ............................................................................................... 17
Install the Trusted Authority (Root) Certificate on Interaction Gateway ................................................................. 18
Install the TLS Certificate on Interaction Gateway............................................................................................... 18
Edit the channel groups for Interaction Gateway .................................................................................................... 19
Modify the Interaction Gateway call route table ..................................................................................................... 20
Interaction Gateway call route table overview .................................................................................................... 21
Add a call route table entry in Interaction Gateway ............................................................................................. 21
Simulate a call through the new call route ......................................................................................................... 22
Add call properties for a call route .................................................................................................................... 23
Set span clocking ............................................................................................................................................... 24
Migrate Generation 2 configuration to current version .......................................26
Additional Interaction Gateway configuration tasks ...........................................28
Configure SNMP on Interaction Gateway ............................................................................................................... 28
Configure Interaction Gateway fax support............................................................................................................ 28
Control SIP message processing for IP addresses ................................................................................................... 28
Access List feature .......................................................................................................................................... 28
Add an Access List entry.................................................................................................................................. 29
Protocol Trace files ............................................................................................................................................. 31
Configure a span to create Protocol Trace files ................................................................................................... 31
Delete Protocol Trace Files ............................................................................................................................... 31
ISDN cause code and SIP response custom mappings............................................................................................. 32
Overview ....................................................................................................................................................... 32
Create a custom mapping ................................................................................................................................ 33
ISDN cause code locations .................................................................................................................................. 35
Access the ISDN Cause Code Locations Page...................................................................................................... 35
Configure Interaction Gateway to restrict calling party number for ISDN connections ................................................. 35
Configure Customer Interaction Center for Interaction Gateway........................36
Create a SIP line for each Interaction Gateway system ........................................................................................... 36
Create a SIP line for Interaction SIP Proxy ............................................................................................................ 36
Create a SIP Line for a Interaction Gateway system or Interaction SIP Proxy server ................................................... 37
Create a SIP Line in CIC 3.0 GA through SU8 ..................................................................................................... 38
Create a SIP Line in CIC 3.0 SU8 or later ........................................................................................................... 40
Create a SIP Line in CIC 4.0 GA through SU1 ..................................................................................................... 41
Create a SIP Line in CIC 4.0 SU2 or later, or CIC 20nn Rn ................................................................................... 43
Interaction Gateway updates .............................................................................45
Information gathering and troubleshooting .......................................................47
View Admin Log ................................................................................................................................................. 47
Enable diagnostic recordings ............................................................................................................................... 47
Enable span protocol tracing ............................................................................................................................ 47
Activate diagnostic audio captures .................................................................................................................... 47
Gather log and trace files .................................................................................................................................... 47
Incoming calls are failing .................................................................................................................................... 48
Change Log .........................................................................................................51
Index ..................................................................................................................52
Interaction Gateway Administrator's Guide
5
Overview of Interaction Gateway
This section contains the following introductory topics about the Interaction Gateway software. You should
become familiar with these topics before you configure the software.
Introduction to Interaction Gateway .......................................................................................................................5
Interaction Gateway feature summary ....................................................................................................................6
For more Interaction Gateway information ..............................................................................................................7
Introduction to Interaction Gateway
Interaction Gateway is a software application that, along with the Interaction Edge™ appliance, enables voice
and data traffic to be sent over the same network, including IP fax transmissions through the T.38 protocol. It
connects T1/E1/ISDN/CAS spans from the telephone company (PSTN) or service provider to the corporate
LAN. Along with serving as a general telephony gateway, Interaction Edge and Interaction Gateway enable SIP
stations, which are defined in the Customer Interaction Center (CIC) server, to talk to telephones outside of
the contact center by using voice over IP (VoIP).
The Interaction Gateway software transcodes audio between CIC VoIP stations and the PSTN to Real-time
Transport Protocol (RTP) or Secure RTP (SRTP) audio streams. It manages SIP control messages with the CIC
server or other devices, optionally offering SIP security through TLS. It uses one IP address for both SIP
messaging and for RTP/SRTP audio streams.
A single Interaction Edge and Interaction Gateway system can be deployed with one or more CIC servers.
Alternatively, a single CIC server can route calls through multiple Interaction Gateways. See the following
diagram for an example of a multiple CIC server telephony environment with Interaction Edge and Interaction
Gateway:
Interaction Edge and Interaction Gateway are particularly well-suited for use with Interaction Dialer, a
powerful outbound dialing application suite that supports high throughput for hundreds of agents for each
server, but it can also be used with other CIC systems and IP PBXs. Interaction Gateway enables each agent
to use a SIP-enabled device, such as IP telephones, soft phones, and Interaction SIP Station, from any
location. The CIC server can perform outbound dialing through Interaction Gateway with accurate call analysis
from Interaction Media Server to make the results of a dialing campaign highly successful.
The Interaction Gateway software supports three standard voice codecs for audio transmission:

G.711a-law


G.711µ-law
G.729ab
Overview of Interaction Gateway
6
Interaction Gateway feature summary

International protocols – Interaction Gateway supports the following TDM protocols:
Supported T1 protocols


ISDN T1 PRI
Supported E1 protocols

ISDN E1 PRI

NI2, National ISDN-2

Euro-ISDN, ETS 300

5ESS, AT&T

QSIG, ECMS 142/143

4ESS, AT&T

DMS 100 PRI, Nortel

DMS 100 ISDN, Nortel

QSIG, ECMS 142/143

INS, INS-1500
CAS

Wink start

Immediate start
Note:
QSIG support currently consists of basic call control only, which supports all messaging used
to set up, disconnect, and tear down voice audio calls. It does not currently support all
features of extended call control, which covers non-call control messages, such as INFO
messages. The current version does support user-to-user information (UUI). It does not
currently support message waiting indicators (MWI), redirecting transfers, path replacements,
and other non-call messaging features.

Fax relay support - T.30 is the standard for fax transmission on the PSTN. T.38 is the standard for fax
transmission through packets on the Internet or a data network. Fax relay is the process of translating
T.30 fax signals into T.38 fax packets and the reverse. This process allows faxes to be received from and
sent to the PSTN by a SIP-based IC system (or other SIP-based fax endpoint).
Note:
Interaction Gateway does not support the V.8, V.33, or V.34 fax standards.

Web-based interface – Interaction Gateway has a web user interface that you use to monitor and
configure the system.

Secure connections and support for secure audio – All user connections to the Interaction Gateway
web interface use the secure HTTPS protocol for all HTTP sessions as they require a certificate exchange.
In addition, you can optionally configure Interaction Gateway to use TLS and SRTP for secure (encrypted)
audio streams. Enabling this level of security requires configuration of the Interaction Gateway Spans
page as well as related systems, including the Customer Interaction Center server, Interaction Media
Server, and Interaction SIP Proxy server.

SNMP support – Interaction Gateway enables you to configure call thresholds and call dispositions for
generating Simple Network Management Protocol (SNMP) trap messages.

Support for standardized D-Channel trace format– Using a third-party protocol trace viewing
application, such as WireShark, you can view D-Channel network transmissions from Interaction Gateway
to help with any diagnostic tasks that you choose to do.
Interaction Gateway Administrator's Guide
7

Improved performance tracing – You can now set the amount of performance detail of the host system
that you want Interaction Gateway to record to the ININLOG log file.

Simulate Call enhancements – When you use the Simulate Call feature, you can now have Interaction
Gateway actually place the call to the specified destination through the assigned route. For more
information, see Simulate a call through the new call route.

Support for restricted numbers – The new system parameter, restrictedCallingNumber, enables you
to allow or block (use Anonymous) calls from ISDN to SIP where the ISDN setup message marks the call
as Presentation Restricted. For more information, see Configure Interaction Gateway to restrict calling
party number for ISDN connections.

Outbound ANI override – This feature enables you to override the ANI string for outbound calls. You
can specify the ANI string through the page for call properties, which you access through the SettingsCall Routes page. For more information about this feature, see the "Call Properties" topic in Interaction
Gateway Help.

Channel group sort order – This feature on the Settings-Channel Groups modification page enables
you to display the assigned channels in a channel group as Interaction Gateway selects them according to
the specified Hunt Selection Method. For more information about this feature, see the "Channel Groups
Table" topic in Interaction Gateway Help.

Downloadable configuration file – A new hyperlink on the Settings-Import/Export page enables you
to download the Interaction Gateway configuration file to a remote computer or storage location.
For more Interaction Gateway information
In addition to the printed version of this book, you can find a .PDF file in the documentation library that is
installed on a Customer Interaction Center server. Additional information is available in Help, updates, and
other related information in the following locations.
Interaction Gateway Help
In the Interaction Gateway web interface, click the Help icon in the upper right corner of the page to display
Interaction Gateway Help.
In the contents pane on the left, select the section or page of the web interface you want to learn about. For
example, Interaction Gateway Help contains useful examples and detailed instructions for defining call routes
through Interaction Gateway.
Subsequent Interaction Edge updates may modify the content in Interaction Gateway Help.
Interaction Edge Installation and Configuration Guide
Interaction Edge Installation and Configuration Guide, which is available for download on the Interaction Edge
webpage on the Interactive Intelligence product information website
(http://my.inin.com/products/edge/Pages/Documentation.aspx), provides concepts and procedures for the
appliance on which Interaction Gateway is hosted.
Interaction Edge Help
The Interaction Edge web interface has a Help system that can provide additional information on subjects
related to Interaction Gateway, such as resource usage and SNMP configuration.
Interactive Intelligence product information website
The Interaction Edge product information website contains updates along with other resources related to
usage of Interaction Edge and Interaction Gateway.
The Interactive Intelligence website requires you to log on with a user name and password. If you do not have
an Interactive Intelligence account, contact your reseller or Interactive Intelligence sales representative.
The Interaction Edge product information website is available through the following Uniform Resource Locator
(URL) address:
8
Overview of Interaction Gateway
https://my.inin.com/products
Newsgroups
Visit the Interaction Gateway forum at http://community.inin.com/ to share ideas and gather information
regarding Interaction Edge and Interaction Gateway. The Interactive Intelligence Interactive Community is a
free and public service provided by Interactive Intelligence to promote an online community devoted to the
sharing of ideas and information regarding Interactive Intelligence products. Opinions expressed on the
Interactive Community are not those of Interactive Intelligence, and Interactive Intelligence accepts no legal
responsibility for their veracity or nature.
Feedback
Submit product feedback and suggestions for Interaction Edge and Interaction Gateway at
http://ideas.inin.com. Select the Hardware link to review the ideas of others in the community for
Interaction Edge and use Post Idea to submit your own.
Interaction Gateway Administrator's Guide
9
Setup Interaction Gateway
This section provides the requirements and procedures for configuring Interaction Gateway. It contains the
following topics:
Compatibility requirements for Customer Interaction Center interoperability ................................................................9
Log on to Interaction Gateway ...............................................................................................................................9
Interaction Gateway web interface ....................................................................................................................... 10
Compatibility requirements for Customer Interaction Center interoperability
This version of Interaction Gateway is a general purpose telephony gateway and does not require Customer
Interaction Center (CIC). However, if you use Interaction Gateway in a CIC network, consider the following
requirements:
Interaction Gateway with Customer Interaction Center


This version of Interaction Gateway is compatible with CIC 2015 R1 and later.

This version of Interaction Gateway is compatible with CIC 3.0 and all Service Updates for the processing
of SIP-based calls.

For call analysis, Interaction Gateway requires a minimum of Interaction Media Server 3.0 SU8 in the
audio path and CIC 3.0 SU8.
This version of Interaction Gateway is compatible with CIC 4.0 and all Service Updates.
Note:
This version of Interaction Gateway does not provide an independent call analysis feature. For
information about configuring call analysis on CIC 3.0 SU8 or later, see Create a SIP Line in
CIC 3.0 SU8 or later.

To use Interaction Media Server 4.0 or 20nn Rn, either hosted on the Interaction Edge appliance or on a
separate server, you must use CIC 3.0 SU12 or later, CIC 4.0, or CIC 20nn Rn.
Interaction Gateway with Interaction Dialer
This version of Interaction Gateway is compatible with Interaction Dialer 3.0, 4.0, and 20nn Rn. Interaction
Dialer 3.0 is supported only on CIC 3.0. Interaction Dialer 4.0 is supported only on CIC 4.0. Interaction
Dialer 20nn Rn requires the same version on the CIC server.
Note:
Interactive Intelligence recommends that you apply the latest updates to your version of Interaction
Dialer to ensure the best compatibility and performance.
Log on to Interaction Gateway
Note:
Before you can log on to Interaction Gateway, the Interaction Edge appliance must be installed and
operational. For more information about installing and configuring the Interaction Edge appliance, see
Interaction Edge Installation and Configuration Guide.
To log on to Interaction Gateway, do the following steps:
1. At the Interaction Edge appliance, press and hold the upper left LCD panel button to display the currentlyconfigured IPv4 address.
Setup Interaction Gateway
10
2. On a remote computer, open a web browser and navigate to the IPv4 address that the Interaction Edge
appliance displayed in the LCD panel.
Tip:
If you want to connect directly to the Interaction Gateway interface without going through the
Interaction Edge interface, use your web browser to navigate to the direct IPv4 address and
port number of the Interaction Gateway system, such as http://<IPv4 address>:8082 or
https://<IPv4 address>:444.
You may be presented a page that notifies you that the certificate on the web page is not trusted on your
computer. If this occurs, select the appropriate option to continue to the website.
Note:
If you want to bypass the certificate warning for subsequent login attempts, add this
certificate to the trusted root store of your PC. See the help system for your specific browser
to learn more about installing certificates from trusted sources.
You are presented with an Interaction Edge dialog box prompting you for a user name and password.
3. Enter the administrator user name and password and press the Enter key.
Note:
The default administrator user name and password are admin and 1234.
The user interface of Interaction Edge is displayed.
4. In the table at the bottom of the page, locate the Interaction Gateway service and select the associated
Configure hyperlink.
You are prompted to enter the administrator user name and password.
5. Enter the administrator user name and password and press the Enter key.
The Interaction Gateway user interface is displayed.
Interaction Gateway web interface
The Interaction Gateway web interface is comprised of two different areas: Status and Settings.
For detailed information about the controls on these pages, select the Help icon in the upper right corner of
the page.
Interaction Gateway Status pages
This area of the Interaction Gateway web interface displays information about the current state of Interaction
Gateway, its processes, and any current communications. The Status area contains the following pages:

Spans – This page displays a summary of the current state of each span along with the SIP span status
on the connected Network Interface Card (NIC). It also offers an optional historical view of span status by
day and an active view of channels in use.

Reporting – This page displays graphs of call activity per Span, SIP Protocol, Channel, Day, Hour, and
Type of Call for Interaction Gateway.

Admin Log – This page displays the Interaction Gateway administrative log data in a configurable table
format.

About – This page displays a summary of product and file version information, machine name, IP
address, and other information.
Interaction Gateway Administrator's Guide
11
Interaction Gateway Settings pages
This area of the Interaction Gateway web interface enables you to configure the software for your telephony
network environment. The Settings area contains the following pages:

Call Routes – This page enables you to configure routing rules and properties for inbound and outbound
calls. It also enables you test changes with the simulator interface.


Channel Groups – This page enables you to configure groups of channels used for outbound dialing.


Media – This page enables you to configure fax and RTP audio settings.

Certificates – This page enables you to configure active TLS certificates, trusted certificate authorities,
and certificate signing requests.

Access List – This page enables you to configure access control lists of devices by IP address and
configures protocols that can be allowed or denied access to Interaction Gateway.


Import / Export – This page enables you to save and modify the Interaction Gateway configuration file.
Spans – This page is a summary of the state of each span and enables you to progress further into the
details of each span. It also enables you to configure the SIP (NIC) Span status.
Alerts – This page enables you to configure Simple Network Management Protocol (SNMP) trap options
specific to Interaction Gateway. For more information about configuring these SNMP options, see
Interaction Gateway Help. For configuring all other SNMP options and connectivity, see Interaction Edge
Help.
Administration – This page enables you to configure the user names and passwords for the
administrator account, the restricted account, and the FTP account. It also offers diagnostic tools and
controls to set tracing levels.
Initial Interaction Gateway configuration
12
Initial Interaction Gateway configuration
To configure Interaction Gateway, do the following tasks:
Change the administrator user name and password................................................................................................ 12
Change all TDM spans for E1 ............................................................................................................................... 13
Configure Interaction Gateway TDM spans ............................................................................................................ 13
Configure the Interaction Gateway SIP span .......................................................................................................... 14
Install Interaction Gateway certificates ................................................................................................................. 17
Edit the channel groups for Interaction Gateway .................................................................................................... 19
Modify the Interaction Gateway call route table ..................................................................................................... 20
Set span clocking ............................................................................................................................................... 24
Note:
For more information about the controls on each interface, select the Help icon in the Interaction
Gateway web interface. You can also use the Interactive Intelligence product information website for
additional information (http://my.inin.com/products).
Change the administrator user name and password
Caution!
Write down and remember these credentials. There is no master user and password.
Note:
You use this administrator account to log on to both the Interaction Edge and Interaction Gateway
interfaces. For more information about administrator accounts on the Interaction Edge appliance, see
Interaction Edge Installation and Configuration Guide.
1. Log on to Interaction Gateway using the default administrator credentials:

User name: admin

Password: 1234
The Status-Spans page is displayed.
2. In the upper right corner of the page, select the Settings icon.
The Settings-Call Routes page is displayed.
3. On the left side of the page, select the Administration tab.
The Settings-Administration page is displayed.
4. Under the Gateway Web Administrator Account heading in the User Name box, enter a string of
characters as the identifier of this account.
5. In the New Password box, enter a new password for the administrator account.
6. In the Confirm New Password box, re-enter the new password.
7. Select the Apply button.
When you select the Apply button, Interaction Gateway disconnects your current session. You can then
log on again with the new administrator user name and password that you provided in this procedure.
Interaction Gateway Administrator's Guide
13
Change all TDM spans for E1
Important!
Do not do this procedure if you use T1 TDM spans.
1. Open a web browser and log on to the Interaction Gateway web interface.
2. In the upper right corner, select the Settings icon.
3. On the left side of the page, select the Administration tab.
4. In the TDM Network Type list box, select E1.
5. Select the Apply button.
Interaction Gateway restarts. This restart may take up to five minutes to complete. When the LCD panel
displays Interaction Edge again, you are ready to log on to the web interface and continue.
You have successfully changed the span from T1 to E1.
Configure Interaction Gateway TDM spans
This topic provides the procedure for configuring the Time Division Multiplexer (TDM) spans on Interaction
Gateway.
1. Log on to Interaction Gateway with the administrator user name and password.
The Status-Spans page is displayed.
2. In the upper right corner, select the Settings icon.
The Settings-Call Routes page is displayed.
3. On the left side of the page, select the Spans tab.
The Settings-Spans page is displayed.
4. For any TDM span, select the associated Modify button on the far right side of the row.
The following page is displayed:
Initial Interaction Gateway configuration
14
5. In the appropriate controls, enter the necessary information for this TDM span.
Tip:
Your service provider should supply you with these settings, except for the Customer
Description and the Enable controls, which you can modify freely. You and the provider
must determine which protocol and feature settings are to be enabled when the circuits are
ordered. If you need assistance in determining the protocols or features that you need in your
environment, contact Interactive Intelligence Support.
Note:
You can find descriptions of each control on this page in Interaction Gateway Help. Select the
Help icon in the upper right corner of the page.
6. After you have supplied the settings in the appropriate controls, enable the Reset Span check box and
select the Apply button.
The selected TDM span is reset and goes into an active state with the settings that you specified.
7. Repeat this procedure for each remaining TDM spans.
Configure the Interaction Gateway SIP span
This topic provides the procedure for configuring the Session Initiation Protocol (SIP) span on Interaction
Gateway.
Interaction Gateway Administrator's Guide
1. Log on to Interaction Gateway with the administrator user name and password.
The Status-Spans page is displayed.
2. In the top-right corner, select the Settings icon.
The Settings-Call Routes page is displayed.
3. On the left side of the page, select the Spans tab.
The Settings-Spans page is displayed.
4. At the bottom of the page, select the Modify button that is associated with the Sip1 span.
The following page is displayed:
5. In the appropriate controls in the General section, enter the necessary information for this SIP span.
Note:
You can find descriptions of each control on this page in Interaction Gateway Help. Select the
Help icon in the upper right corner of the page.
6. For one of the protocols (UDP, TCP, TLS), select the associated Modify button.
A page resembling the following image is displayed:
15
Initial Interaction Gateway configuration
16
7. In the Connection and Proxies areas, enter the necessary settings for the displayed controls.
Important!
Interaction Gateway does not currently use stateful awareness to determine if SIP proxies are
available for SIP message processing. Interactive Intelligence recommends that you specify
the IP address of an Interaction SIP Proxy server in the Primary Proxy box for this transport
layer protocol. Enter any Customer Interaction Center servers in the Secondary Proxy and
Tertiary Proxy boxes. Using this method, Interaction SIP Proxy, which uses stateful
awareness, can direct SIP messages from Interaction Gateway to an available receiver for call
processing.
For more information about troubleshooting dropped carrier calls and how it can be related to
the availability of SIP proxies, see the Incoming calls are failing topic.
Important!
The following list provides the default SIP ports for when Interaction Edge hosts Interaction
Gateway and Interaction SIP Proxy:
Interaction Gateway: TCP/UDP 5060; TLS 5061
Interaction SIP Proxy: TCP/UDP 5058; TLS 5059
8. Below the Connections and Proxies area, enter the necessary settings for the displayed controls in the
area specific for the specified protocol.
9. After you have finished entering the settings, enable the Reset Span check box and select the Apply
button.
The SIP span is reset and the affected protocol is enabled.
10. Repeat this procedure for the remaining SIP protocols.
Interaction Gateway Administrator's Guide
17
Important!
If you want to use TLS for secure communications between devices, you must first install the
TLS certificate before you can enable the TLS protocol on Interaction Gateway.
Install Interaction Gateway certificates
If you plan to use TLS and SRTP for secure communication with other SIP-enabled devices, you must first
install the appropriate TLS certificate on the Certificates page in the Interaction Gateway web interface
before you enable the TLS protocol of the SIP span on the Spans page.
Generate the Interaction Gateway TLS certificate
This procedure directs you to install certificates on Interaction Gateway so that it operates with other TLS
enabled nodes in your communication network.
1. Create a TLS certificate by doing the following steps:
a.
Open a web browser and log in to the Interaction Gateway web interface.
b. In the upper right corner, select the Settings icon.
c.
On the left side of the page, select the Certificates tab.
The Settings-Certificates page is displayed.
d. In the Certificate Signing Request (CSR) area, enter the following information:



e.
Organization – Enter a name such as that of your company. For example, XYZ Company.
Organization Unit – Enter a name such as that of your department. For example, Operations
Department.
Common Name – Enter a name such as to how the department is referred. For example,
Operations third floor.
Select the Generate button.
The CSR window displays the certificate, as shown in the following example:
----BEGIN CERTIFICATE REQUEST----MIIBnzCCAQgCADBgMR0wGwYDVQQKExRBY21lIERvZ2Zvb2QgQ29tcGFueTEWMBQGA1UECxMNVGFzdGluZyBEZX
B0LjEnMCUGA1UEAxMeQWNtZSBEb2dmb29kIFRhc3RlcnMgbG9jYWwgOTExMIGfMA0GCSqGSIb3DQEBAQUAA4GN
ADCBiQKBgQChiiig6C3Tvxdl0en09tEDVp/A0+oTRkG5tofexY2mpFjJFG/6ktye634mDEe1ftM98QnJsydOMO
UoNatTdrD79ktbzQ8Dqbz5C5d+OM2bJHfM86x/VBozTmSgsWW/GucGRWE9Gma7okcbiCeR4oPbMK1EnXlKbr7Z
XTK/jVsx5QIDAQABoAAwDQYJKoZIhvcNAQEFBQADgYEAk3cBSi24ikG2R69oYcI5rxZyK5Zl4lcOGCaBG40V/A
pWaANGvMqR5pI8EEvwhXzM6N7omSUr2mu51a8cNmm/GfRa4XLNdWDfe8R59NF9Rs/8qu2pcSLtZlxuLIer+cRK
65Biil3d+oZ7jOwwgpwLLDjB+2ixtvv8VcpN3aWuo=
-----END CERTIFICATE REQUEST-----
2. After you have generated the certificate, you must submit this certificate to a Certificate Authority for
validation and signing before you can use it in Interaction Gateway. Some well-known, global Certificate
Authority organizations are Verisign, Thawte, Entrust, and CAcert. After the Certificate Authority validates
and signs the request, it sends back the new TLS certificate with the file extension of .CER.
Note:
If you are using Customer Interaction Center in your telephony environment, it has the ability
to sign certificates without using a Certificate Authority. For more information, see Interaction
Administrator Help.
Initial Interaction Gateway configuration
18
Important!
Certificates are time-sensitive. If the time setting on the generating device is not
synchronized with the device that is signing the certificate, then authorization may fail. To
avoid this problem, ensure that the time settings of both devices are the same before
continuing with the request.
Install the Trusted Authority (Root) Certificate on Interaction Gateway
This topic contains the procedure for installing Trusted (verified and signed) Authority Certificates, also known
as Root Certificates, on Interaction Gateway. These certificates authenticate incoming SIP/TLS connection
requests.
Important!
You must first generate the Certificate Signing Request, submit it to a Certificate Authority, and
receive back the .CER certificate file before you can do this procedure.
Additionally, Interaction Gateway expects all submitted certificates to be in Privacy Enhanced Mail
(PEM) base64 encoded format.
Typically, you install public Root Certificates from other TLS-capable servers and nodes that communicate with
Interaction Gateway. These servers and nodes include other Interactive Intelligence products in your
telephony network, such as Customer Interaction Center and Interaction SIP Proxy.
To install a Trusted Authority Certificate on Interaction Gateway, do the following steps:
1. Save the Trusted Authority Certificate on the hard disk drive of the personal computer that you use to
access the Interaction Gateway web interface.
2. Open a web browser and log on to the Interaction Gateway web interface.
3. In the upper right corner, select the Settings icon.
4. On the left side of the page, select the Certificates tab.
The Settings-Certificates page is displayed.
5. Locate the Trusted Certificate Authorities section in the middle of the page.
6. Select the Browse button to the right of the Upload Certificate box.
7. In the resulting dialog box, select the verified and signed certificate file on the hard disk drive of the
personal computer.
8. Select the Upload button.
The Trusted Authority Certificate is uploaded to Interaction Gateway and saved for future use with
SIP/TLS connection requests.
Install the TLS Certificate on Interaction Gateway
1. Save the Certificate Signing Request (CSR) that you created in Generate the Interaction Gateway TLS
certificate on the hard disk drive of the personal computer that you use to log on to the Interaction
Gateway web interface.
2. Open a web browser and log on to the Interaction Gateway web interface.
3. In the top right corner, select the Settings icon.
4. On the left side of the page, select the Certificates tab.
5. On the Settings-Certificates page, locate the Active TLS Certificate area at the top of the page.
6. Select the Browse button that is located to the right of the Import Certificate box.
7. Locate and select the CSR on the hard disk of the personal computer.
Interaction Gateway Administrator's Guide
19
8. Select the Import button.
Interaction Gateway validates the CSR against the Trusted Authority Certificate that you uploaded in
Install the Trusted Authority (Root) Certificate on Interaction Gateway.
Important!
After the Interaction Gateway validates the certificate, you must enable or reset the SIP TLS span
before it takes effect. This action can cause a brief communication outage if the TLS span is currently
active.
Edit the channel groups for Interaction Gateway
Channel groups enable you to assign specific TDM and SIP channels to logical groups, which you can then use
in call routes. Through this feature, you can determine which channels are used for specific destination
telephone numbers, such as reserving channels for long-distance dialing, local dialing, internal calls, company
officers, or departments.
The following table provides an example of a small organization with four channel groups using one T1 TDM
span:
Channel Group
Assigned TDM channels
Long Distance
1-16
Local
17-20
Toll Free
21,22
Chief Executive
Officer
23
Note:
When you first add a TDM span to Interaction Gateway, all of the channels in that span are added to
the anyTDM group.
To edit the channels that are assigned to a channel group, do the following steps:
1. Open a web browser and log on to the Interaction Gateway interface.
2. In the upper right corner of the web interface, select the Settings icon.
3. On the left side of the page, select the Channel Groups tab.
The Settings-Channel Groups page is displayed.
4. Select a Group Name hyperlink to modify the list of selected channels. For example, select the anyTDM
group hyperlink.
Initial Interaction Gateway configuration
20
The following page is displayed.
Note:
A channel can be a member of multiple channel groups.
5. Depending on your need, do one of the following actions:

If you want to remove channels from this group, select one or more channels in the Selected
Channels list and select the left arrow button.

If you want to add channels to this group, select one or more channels in the Available Channels list
and select the right arrow button.
Tip:
You can select multiple channels in a list by using the Shift or Ctrl keys when you left-click a
second item.
The selected channels are moved to the appropriate list.
6. After you have configured the channel group with the necessary channels, select the Apply button to save
your changes and put them into service.
Note:
For more information about the controls on this page, see Interaction Gateway Help.
Modify the Interaction Gateway call route table
This section contains reference and procedural information regarding call route tables in Interaction Gateway.
Interaction Gateway call route table overview .................................................................................................... 21
Add a call route table entry in Interaction Gateway ............................................................................................. 21
Simulate a call through the new call route ......................................................................................................... 22
Add call properties for a call route .................................................................................................................... 23
Interaction Gateway Administrator's Guide
21
Interaction Gateway call route table overview
A call route determines which channel group will handle a specific call, based on the dialed or originating
telephone number. Multiple call routes comprise the call route table, which can route any dialed or originating
telephone number in your organization.
The following image provides a simple example of a call route table and how it matches telephone numbers to
route a call through a specific channel group.
ANI
DNIS
Call Route Table
ANI
123-1000
1-888-555-9876
123-2222
DNIS
Channel
Group
Any
Any eleven-digit
Long Distance
number
555-0000
Any
Any seven-digit
number
Local
123-4567
1-987-555-1234
123-4567
Any
CEO
123-5555
2222
Any
Any four-digit
number
Internal
To match telephone numbers, Interaction Gateway uses regular expressions as a pattern-matching language.
This enables you to have one call route that covers multiple telephone numbers. For more information about
regular expressions and how you can create them in Interaction Gateway, see Interaction Gateway Help.
Add a call route table entry in Interaction Gateway
1. Open a web browser and log on to the Interaction Gateway web interface.
2. In the upper right corner, select the Settings icon.
The Settings-Call Routes page is displayed.
3. At the bottom of the Call Routes table, select the Add Route button.
A new row is added to the bottom of the table.
4. Enter the appropriate regular expression for the following columns:

ANI / From Address Matches

DNIS / To Address Matches

Route To Address
Note:
The Route To Address field is case-sensitive. Use only lowercase characters.
Initial Interaction Gateway configuration
22
5. In the Channel Group list for this new row, select the channel group to which you want these calls to
use.
6. If you have not created any properties previously, leave the Properties list box with the <default>
setting.
7. At the bottom of the page, select the Apply button.
8. Continue with the next procedure, Simulate a call through the new call route.
Simulate a call through the new call route
1. At the top of the page in the Simulate Call area, enter the calling telephone number in the ANI / From
Address box.
2. Enter the destination telephone number in the DNIS / To Address box.
3. Select the Run button.
If a match is found in the call routes, the following events occur:

The Route To Address box is filled with the configured routing address.

A status message is displayed.

The selected call route is highlighted in green.

A message and a Place Test Call button are displayed.
If no call routes match the call, the Route To Address box displays No Route Match!
Tip:
You can disable a call route by removing the check mark next to the ID number of the route.
4. If you want Interaction Gateway to actually place a call to the address or telephone number specified in
the DNIS / To Address box, select the Place Test Call button.
A box with progress messages is displayed.
Interaction Gateway Administrator's Guide
23
Interaction Gateway places a call to the specified destination. If the call fails, a cause code is displayed.
Add call properties for a call route
For each call route that you configure on the Settings-Call Routes page, you can assign independent call
properties. These call properties enable you to override the call properties that Interaction Gateway derives
from span settings and other areas.
To configure the properties for calls that match a call route, do the following steps:
1. Open a web browser and log on to the Interaction Gateway web interface.
2. In the upper right corner, select the Settings icon.
The Settings-Call Routes page is displayed.
3. In the Call Routes table, select the Modify button at the bottom of the Properties column.
If you have not defined call properties previously, only an Add button is displayed on the page.
4. Select the Add button.
A page of configurable call properties is displayed.
5. In the Property Name box, enter a unique, identifiable name for this set of call properties.
A value in the Property Name box is required.
6. Using the available controls, set the values for the call properties as necessary.
For information about each call property, see Interaction Gateway Help.
7. When you are finished modifying this set of call properties, select the Add button.
The name of the set of call properties is displayed in a list.
Initial Interaction Gateway configuration
24
Tip:
Click the button to the left of any call property set to view the values it contains.
8. At the bottom of the page, select the Back button.
The Settings-Call Routes page is displayed.
9. Click the Properties list box for a call route to select the new call property set.
10. At the bottom of the page, select the Apply button.
Set span clocking
Note:
By default, span clocks are set to Normal. This setting serves most TELCO circuits. Do not do this
procedure unless it is required for a specific configuration, such as TDM spans connected to slave
systems (PBX) that require a master clock from a TELCO circuit or loopback testing situations.
1. In the web interface, select the Settings icon in the upper right corner of the page.
2. On the left side of the page, select the Spans tab.
3. On the resulting page, select the TDM span for which you want to configure the clocking source.
The settings for the selected span are displayed.
Interaction Gateway Administrator's Guide
25
4. In the Clocking list box, select the appropriate clocking option:

Normal – The span receives its clocking from the connected TELCO circuit. This is the default setting
and the only valid option to use for live TELCO circuits.
Important!
All TELCO circuits that are connected to the Interaction Edge appliance and are configured for
the Normal setting must have synchronized clocks. TELCO circuit clocks that are not
synchronized can result in poor audio quality and failed fax transmissions. In some infrequent
instances, TELCO circuit clocks from different providers may not be synchronized. If a TELCO
circuit provider cannot guarantee synchronized clocking with other TELCO circuit providers,
you should use separate Interaction Edge appliances for the circuits from each TELCO
provider.

Master – The span derives its clocking from Span 1. Use this selection when you have Span 1
configured in Normal mode and it is connected to a live TELCO circuit while other spans are
connected to systems, such as PBX systems, that demand to be a slave entity of the circuit
connection.

Master Local Clock – This span derives its own clocking from an internal hardware oscillator to
synchronize devices that are connected to this span. You should use this selection only when
performing loopback tests and not connected to a TELCO circuit.

CO Loopback – This span mirrors clocking and data to the central office (CO). This is a test-only
mode selection. Interaction Gateway call functionality is not available with this selection and circuits
will not provide a Ready status on the Status page.
5. Select the Apply button at the bottom of the page.
Migrate Generation 2 configuration to current version
26
Migrate Generation 2 configuration to current version
If you have an Interaction Gateway Generation 2 appliance, you can migrate your configuration for spans, call
routes, channel groups, and SNMP configurations to the current version of Interaction Gateway on the
Interaction Edge appliance.
1. From a remote computer, log on to the Interaction Gateway Generation 2 FTP server with an FTP client
program.
Use the FTP user name and password that you configured through the Interaction Gateway Generation 2
web interface. The default FTP user name and password are iguser and FetchL0gs.
Note:
The FetchL0gs password is case sensitive with a 0 (zero) instead of an O in L0gs.
2. Download the following configuration files from the Interaction Gateway Generation 2 appliance:




SpanConfig.xml
ChannelGroupsConfig.xml
CallRoutesConfig.xml
SnmpConfig.xml
3. Log on to Interaction Edge with an FTP client program.
Note:
The default user name and password are iguser and FetchL0gs.
4. Using the FTP client program, upload the configuration files to the Configurations folder.
5. On the remote computer, open a web browser and navigate to the URL address of the current version of
Interaction Gateway.
Note:
The URL address of Interaction Gateway is the same as Interaction Edge except that it uses
port 444. Specify the URL address as follows: https://<IP_address>:444
The web browser displays the Authentication Required dialog box.
6. Enter the administrator user name and password, and then select the OK button.
Note:
The default user name and password is admin and 1234.
The Status-Spans page is displayed.
7. In the upper right corner of the page, select the Settings icon.
8. On the left side of the page, select the Import/Export tab.
9. In the Select Source File list box of the Import Stored Configuration area, select a file in the
following list in order.
a.
SpanConfig.xml – Spans check box
b. ChannelGroupsConfig.xml – Channel Groups check box
c.
CallRoutesConfig.xml – Call Routes check box
d. SnmpConfig.xml – SNMP check box
Interaction Gateway Administrator's Guide
27
Note:
The System check box is for the importing of configuration files for the current version of
Interaction Gateway.
10. For each configuration file, you must select check box that indicates what options you are importing. The
previous step indicates the necessary check box with the bold font.
Tip:
To enable all options in the Configuration Import Options group, enable the Select All
Config Options check box.
11. Select the Import button.
12. Repeat this procedure for each configuration file.
The configuration from the file is imported into Interaction Gateway.
Important!
The Trap Options for Call Disposition section of the SNMP page is not updated through the import
of the SnmpConfig.xml file. This is due to significant format changes from the Generation 2
configuration file syntax. You must manually configure this section to match your Generation 2
configuration.
28
Additional Interaction Gateway configuration tasks
Additional Interaction Gateway configuration tasks
This section contains the following topics:
Configure SNMP on Interaction Gateway ............................................................................................................... 28
Configure Interaction Gateway fax support............................................................................................................ 28
Control SIP message processing for IP addresses ................................................................................................... 28
Protocol Trace files ............................................................................................................................................. 31
ISDN cause code and SIP response custom mappings............................................................................................. 32
ISDN cause code locations .................................................................................................................................. 35
Configure Interaction Gateway to restrict calling party number for ISDN connections ................................................. 35
Configure SNMP on Interaction Gateway
Use the Settings-Snmp page of the Interaction Edge web interface to define Simple Network Management
Protocol (SNMP) connections to management systems and permissions.
For Interaction Gateway, use the Settings-Alerts tab to configure specific SNMP trap options for call
thresholds and call dispositions.
For more information about configuring thresholds and call dispositions for SNMP trap messages, see
Interaction Gateway Help.
Configure Interaction Gateway fax support
Use the Settings-Media page of the Interaction Gateway web interface to configure fax settings.
For more information about the controls for configuring fax support, see Interaction Gateway Help.
Control SIP message processing for IP addresses
Access List feature
The Access List page enables you to configure Interaction Gateway to allow or deny processing of SIP
messages from defined IP addresses, as displayed in the following example:
Interaction Gateway Administrator's Guide
29
When you define an entry on the Access List page, the combination of the IP address and subnet mask
enables you to specify a single IP address or a range of IP addresses in that entry. You also define which SIP
transport layer protocols (UDP, TCP, and TLS) are affected for SIP messages to and from the defined IP
address.
Before you create entries on the Access List page, you must first decide on the access method Interaction
Gateway will use for each SIP transport layer protocol:

Allow – Interaction Gateway processes SIP messages on the specified transport layer protocols for IP
addresses that match entries in the table.

Deny – Interaction Gateway processes SIP messages on the specified transport layer protocols for IP
addresses that do not match entries in the table.
Important!
If you do not define any entries on the Access List page, ensure that the Deny Access option is
applied. If you select and apply the Allow Access option and do not define entries in the Access
Control List table, Interaction Gateway denies all SIP messages on the associated transport layer
protocol for any IP address.
The following image displays the Access List page with example entries:
The following table describes how Interaction Gateway interprets the example entries in the Access Control
List table with the selections in the Access Options area:
Protocol
IP address
Access
UDP
192.168.100.1 through 192.168.100.254
Denied
All other IP addresses
Allowed
192.168.200.1 through 192.168.200.254
Allowed
All other IP addresses
Denied
Any IP address
Allowed
TCP
TLS
Add an Access List entry
1. Log on to Interaction Gateway with the administrator user name and password.
The Status-Spans page is displayed.
Additional Interaction Gateway configuration tasks
30
2. In the upper right corner, select the Settings icon.
The Settings-Call Routes page is displayed.
3. On the left side of the page, select the Access List tab.
The Settings-Access List page is displayed.
4. Select the Add button.
A row of controls is displayed.
5. Use the controls to define this entry.
For descriptions of each control, see Interaction Gateway Help.
6. After you have entered the necessary information, select the Add button.
The entry is added to the Access Control List table.
7. In the Access Options area, select either the Allow Access or Deny Access option for each transport
layer protocol.
Interaction Gateway Administrator's Guide
31
Note:
After you select an access option for a transport layer protocol, you must select the Apply
button located to the right of the Deny Access option.
The selected access options are applied for all entries in the Access Control List table for the specified
SIP type.
Protocol Trace files
Interaction Gateway can record all processed network packets for a specific communication session in a
packet capture (PCAP) file. You can analyze PCAP files to troubleshoot problems in SIP or other network
communications. To analyze a PCAP file, you must first download the file to a remote computer through an
FTP connection with Interaction Edge. You can then use a third-party software application to view the PCAP
file.
Configure a span to create Protocol Trace files
1. In the upper right corner of the Interaction Gateway interface, select the Settings icon.
2. On the left side of the page, select the Spans tab.
The Settings-Spans page is displayed.
3. On the Settings-Spans page, select the span for which you want Interaction Gateway to create protocol
trace files.
The configuration page for the selected span is displayed.
4. If you selected a TDM span, select Yes in the Protocol Trace list box and proceed to step 6. Otherwise,
proceed to the next step.
5. For a SIP span, do the following steps:
a.
In the Protocols area, select the Modify button that is associated with the protocol for which you
want to create protocol trace files.
The configuration page for the selected SIP protocol is displayed.
b. In the Protocol Trace list box, select Yes.
6. At the bottom of the page, select the Apply button.
Note:
Enabling the protocol trace feature applies only to the selected span. To create protocol trace files for
all communications, you must repeat this procedure for all spans.
Delete Protocol Trace Files
Interaction Gateway deletes protocol trace files that are older than seven days. However, if you are doing
extensive troubleshooting of multiple spans, you may want to delete protocol trace files before Interaction
Gateway automatically deletes them.
Additional Interaction Gateway configuration tasks
32
1. In the upper right corner of the Interaction Gateway interface, select the Settings icon.
2. On the left side of the page, select the Spans icon.
3. On the Settings-Spans page, select the Protocol Trace File Management hyperlink.
4. In the Capture Trace File Names list, select one or more protocol trace files that you want to delete.
Tip:
To select multiple, individual files, hold down the Ctrl key and click each additional file name
that you want to delete. To select a consecutive range of files, click a file name, hold down
the Shift key, and select the last file name that you want to delete.
5. Select the Delete button.
Caution!
You cannot recover deleted protocol trace files. Ensure that you have selected the appropriate
files before you select the Delete button. Selecting the Cancel button does not restore
deleted files.
6. Select the Cancel button to return to the Settings-Spans page.
ISDN cause code and SIP response custom mappings
Overview
Both ISDN and SIP communications use numeric codes to represent specific events, which include expected
results and unexpected errors. Interaction Gateway uses default mappings between ISDN cause codes and
SIP responses. These default mappings equate a numeric value for one communication method to a numeric
value for the other method. For example, a SIP response of 0 (zero), by default, is mapped to the ISDN
cause code of 16. This mapping is reciprocated in the mapping of ISDN cause code 16 to the SIP response of
0 (zero).
Interaction Gateway enables you to override the default mappings with custom mappings. For example,
consider the following default mapping:
SIP response
ISDN cause code
400 – Bad Request
99 - Information
Element Nonexistent
Or Not Implemented
Using custom mappings, you can change the mappings, for both SIP to ISDN and ISDN to SIP, to return a
different numeric value:
SIP response
ISDN cause code
404 – Not Found (User
not found)
99 – Information
Element Nonexistent
Or Not Implemented
The following rules apply to custom mappings:

You can create only one custom mapping for a single numeric value.
Interaction Gateway Administrator's Guide

33
You can create custom mappings for multiple numeric codes in one communication method to a single
numeric code in the other communication method.
The following table provides examples of default mappings that use these rules:
SIP to ISDN mapping
ISDN to SIP mapping
SIP response
ISDN cause code
ISDN cause code
SIP response
400
127
5
400
400
5
7
400
400
7
8
400
400
8
9
400
Note:
Interaction Gateway applies all custom mappings across all ISDN TDM and SIP spans.
You access the cause code mappings interface by selecting the Cause Codes hyperlink on the SettingsSpans page.
Create a custom mapping
1. In the web interface, select the Settings icon in the upper right corner of the page.
2. On the left side of the page, select the Spans tab.
The Settings-Spans page is displayed.
3. Select the Cause Codes hyperlink.
Additional Interaction Gateway configuration tasks
34
The page for mapping cause codes is displayed.
Note:
To view the default mappings, select the Defaults button for each mapping table.
4. To add a custom mapping, select the Add Custom Mapping button at the bottom of the appropriate
mapping table.
A row of controls is displayed.
The controls are associated with the headings at the top of each mapping table.
For more information about each control, see "Cause Code Mappings" in Interaction Gateway Help.
5. Using the available controls, enter the necessary information for this custom mapping.
Interaction Gateway Administrator's Guide
35
Note:
If you want to abandon entering a custom mapping, either select the Cancel button to clear
any information and return to the Settings-Spans page or select the Delete button (X) on
the right side of the row of controls.
6. After you have entered the information, select the Apply button.
Interaction Gateway saves this custom mapping to the configuration and displays a result message. When
you select the OK button for the results message, the Settings-Spans page is displayed.
ISDN cause code locations
The ISDN Cause Code Locations feature enables you to set one specific location for a single ISDN cause code
value. The location identifies the network entity that issued the specified ISDN cause code. Some carriers
require you to submit a specific location with ISDN cause codes, which you can do with this feature. ISDN
cause code locations apply to all ISDN TDM spans defined in Interaction Gateway. If you specify a location
other than Default for an ISDN cause code, Interaction Gateway always returns that specified location.
Access the ISDN Cause Code Locations Page
1. In the upper right corner of the Interaction Gateway web interface, select the Settings icon.
The Settings-Call Routes page is displayed.
2. On the left side of the page, select the Spans tab.
The Settings-Spans page is displayed.
3. At the bottom of the page, select the Cause Codes hyperlink.
4. At the top of the resulting page, select the ISDN Cause Code Locations hyperlink.
For information about the controls you use to configure ISDN Cause Code Locations, see Interaction Gateway
Help.
Configure Interaction Gateway to restrict calling party number for ISDN
connections
You can block the telephone number of a calling party on an ISDN inbound call that has the
Presentation Restricted setup message.
1. Log on to Interaction Gateway.
2. In the upper right corner, select the Settings icon.
3. On the left side of the page, select the Administration tab.
4. In the System Parameters section of the resulting page, enter the following text into the left blank box:
restrictedCallingNumber
5. In the right blank box, enter Block.
6. At the bottom of the page, select the Apply button.
Configure Customer Interaction Center for Interaction Gateway
36
Configure Customer Interaction Center for Interaction Gateway
This section provides information about configuring Customer Interaction Center (CIC) for use with Interaction
Gateway.
CIC manages SIP communications for entities that you define through Interaction Administrator. These
entities include Interaction Gateway. There are multiple methods in which you can configure CIC for
interoperability with Interaction Gateway. You can select one of the following methods for sending SIP calls
from CIC through Interaction Gateway:
Create a SIP line for each Interaction Gateway system ........................................................................................... 36
Create a SIP line for Interaction SIP Proxy ............................................................................................................ 36
Create a SIP Line for a Interaction Gateway system or Interaction SIP Proxy server ................................................... 37
Create a SIP line for each Interaction Gateway system
You can create a SIP line for each Interaction Gateway system. You can organize these SIP lines into a line
group and configure that line group to use a round-robin method of call distribution for selecting a SIP line to
service a call. Use this line group in your CIC dial plan to direct outbound calls.
Interaction Edge with
Interaction Gateway
UID
1
2
11
POWER
POWER
SUPPLY
SUPPLY
99
77
88
PSTN
33
44
Interaction Edge with
Interaction Gateway
3
1
1
1
1
3
3
2
2
MIRROR
5
5
HP
ProLiant
DL380 G7
4
1
5
2
6
3
7
4
8
POWER
POWER
CAP
CAP
DIMMS
2
2
5
5
4
4
7
7
6
6
9
9
8
8
1
1
ONLINE
AMP
SPARE
STATUS
22
6
6
OVER
OVER
TEMP
TEMP
2
2
POWER
POWER
SUPPLY
SUPPLY
55
66
PROC
PROC
FANS
PROC
PROC
FANS
4
3
4
3
2
2
1
1
Customer Interaction Center
Interaction Edge with
Interaction Gateway
One disadvantage of this method is that if an Interaction Gateway system is unavailable, CIC is not aware of
the problem and continues to send SIP calls to that Interaction Gateway system.
Create a SIP line for Interaction SIP Proxy
You can create a SIP line and configure it to deliver SIP calls to an Interaction SIP Proxy server. You can then
configure that Interaction SIP Proxy server to distribute calls to multiple Interaction Gateway systems. You
can also provide additional call routing options through Interaction SIP Proxy.
Interaction Edge with
Interaction Gateway
PSTN
Interaction Edge with
Interaction Gateway
X
UID
1
2
1
POWER
POWER
SUPPLY
SUPPLY
99
77
88
33
44
3
11
4
1
1
33
22
MIRROR
5
5
1
5
2
6
3
7
4
8
HP
ProLiant
DL380 G7
POWER
POWER
CAP
CAP
DIMMS
22
5
5
4
4
7
7
6
6
ONLINE
AMP
SPARE
STATUS
22
6
6
OVER
OVER
TEMP
TEMP
2
POWER
POWER
SUPPLY
SUPPLY
55
66
PROC
PROC
FANS
FANS
4
3
4
3
9
9
8
8
1
1
PROC
PROC
2
2
1
1
Customer Interaction Center
Interaction SIP Proxy
Interaction Edge with
Interaction Gateway
Interaction SIP Proxy can monitor the status of SIP communications with a defined destination, such as
Interaction Gateway. If an Interaction Gateway system becomes unavailable, Interaction SIP Proxy puts the
unresponsive destination on probation for a period of time. During this period of time, Interaction SIP Proxy
Interaction Gateway Administrator's Guide
37
does not send new SIP calls to that destination. This method ensures that you do not lose outbound SIP calls
through unavailable Interaction Gateway systems.
You can further define SIP lines through the Regionalization container in Interaction Administrator, including
supported codecs.
Create a SIP Line for a Interaction Gateway system or Interaction SIP Proxy
server
1. Open Interaction Administrator.
2. In the navigation pane on the left side of the window, select the Lines container.
3. In the pane on the right side of the window, right click an open area and select New from the resulting
shortcut menu.
The Line Configuration dialog box is displayed.
4. Depending on your release of Customer Interaction Center (CIC) and any applied updates, configure the
SIP line to conform to the settings:

Create a SIP Line in CIC 3.0 GA through SU8

Create a SIP Line in CIC 3.0 SU8 or later

Create a SIP Line in CIC 4.0 GA through SU1

Create a SIP Line in CIC 4.0 SU2 or later, or CIC 20nn Rn
For more information about creating a SIP line and descriptions of all controls, see Interaction Administrator
Help.
Configure Customer Interaction Center for Interaction Gateway
38
Create a SIP Line in CIC 3.0 GA through SU8
Tab/Page
SIP Line
Configuration
tab/Line page
Control
Active check box
Description
Enable this check box to activate this SIP line after you
finish creating it.
Tip:
You can use this check box to deactivate this SIP
line and remove Interaction Gateway from service
for the Customer Interaction Center server.
Phone Number box
Enter a telephone number to use as the From header in
outbound SIP calls.
Domain Name box
Enter a DNS name to use as the host portion for SIP
addresses.
Note:
If you are using Interaction Dialer and it selects
this SIP line for a call, the Interaction Dialer
configuration overrides the entry in the Domain
Name box.
SIP Line
Configuration
tab/Session page
SIP Line
Configuration
tab/Proxy page
Call Analysis Type
list box
This version of Interaction Gateway does not support call
analysis for these update levels of Customer Interaction
Center 3.0.
Disable Delayed
Media check box
(GA)
Enable this check box.
Media Timing list
box (SU1 or later)
Select the Normal item.
ASR Enabled check
box
If you are using Interaction Dialer, enable this check box.
Otherwise, leave this check box disabled.
Prioritized list of
Proxy IP
addresses list box
Select the Add button, enter the IP address of the
Interaction Edge appliance, and select the OK button. The
default port number is 5060. This configuration causes
Customer Interaction Center to send all calls on this SIP
line directly to Interaction Gateway. If you are using a
separate Interaction SIP Proxy server in your Customer
Interaction Center network, you can instead enter its IP
address.
If this check box is disabled, callers cannot hear preconnect audio, such as special information tones (SIT).
If you select the Delayed item, callers cannot hear preconnect audio, such as special information tones (SIT).
Interaction Gateway Administrator's Guide
39
Note:
If you direct this SIP line to an Interaction SIP
Proxy server, you must configure the call routes on
Interaction SIP Proxy server to send calls to the IP
address of the Interaction Edge appliance.
Configure Customer Interaction Center for Interaction Gateway
40
Create a SIP Line in CIC 3.0 SU8 or later
Tab/Page
SIP Line
Configuration
tab/Line page
Control
Active check box
Description
Enable this check box to activate this SIP line after you
finish creating it.
Tip:
You can use this check box to deactivate this SIP
line and remove Interaction Gateway from service
for the Customer Interaction Center server.
Domain Name box
Enter a DNS name to use as the host portion for SIP
addresses.
Note:
If you are using Interaction Dialer and it selects
this SIP line for a call, the Interaction Dialer
configuration overrides the entry in the Domain
Name box.
SIP Line
Configuration
tab/Session page
SIP Line
Configuration
tab/Proxy page
Call Analysis Type
list box
To use call analysis, select Internal to Interaction
Gateway. This selection requires Interaction Media
Server in your Customer Interaction Center network.
Media Timing list
box
Select the Normal item.
ASR Enabled check
box
If you are using Interaction Dialer, enable this check box.
Otherwise, leave this check box disabled.
Prioritized list of
Proxy IP
addresses list box
Select the Add button, enter the IP address of the
Interaction Edge appliance, and select the OK button. The
default port number is 5060. This configuration causes
Customer Interaction Center to send all calls on this SIP
line directly to Interaction Gateway. If you are using a
separate Interaction SIP Proxy server in your Customer
Interaction Center network, you can instead enter its IP
address.
If you select the Delayed item, callers cannot hear preconnect audio, such as special information tones (SIT).
Note:
If you direct this SIP line to an Interaction SIP
Proxy server, you must configure the call routes on
Interaction SIP Proxy server to send calls to the IP
address of the Interaction Edge appliance.
Interaction Gateway Administrator's Guide
41
Create a SIP Line in CIC 4.0 GA through SU1
Tab/Page
SIP Line
Configuration
tab/Line page
Control
Active check box
Description
Enable this check box to activate this SIP line after you
finish creating it.
Tip:
You can use this check box to deactivate this SIP
line and remove Interaction Gateway from service
for the Customer Interaction Center server.
Domain Name box
Enter a DNS name to use as the host portion for SIP
addresses.
Note:
If you are using Interaction Dialer and it selects
this SIP line for a call, the Interaction Dialer
configuration overrides the entry in the Domain
Name box.
Call Analysis Type
list box
To use call analysis, select Internal (Media Server) to
Interaction Gateway. This selection requires Interaction
Media Server 4.0 or 20nn Rn in your Customer Interaction
Center network.
This setting differs from the Internal (Media Server)
setting in that it directs Interaction Gateway to handle line
signaling for audio in the most optimal manner for call
analysis performance.
Important!
The Interaction Gateway item in the Call
Analysis Type list box applies only to Interaction
Gateway Generation 2 and not this version of
Interaction Gateway.
SIP Line
Configuration
tab/Session page
SIP Line
Configuration
tab/Proxy page
Media Timing list
box
Select the Normal item.
ASR Enabled check
box
If you are using Interaction Dialer, enable this check box.
Otherwise, leave this check box disabled.
Prioritized list of
Proxy addresses
list box
Select the Add button, enter the IP address of the
Interaction Edge appliance, and select the OK button. The
default port number is 5060. This configuration causes
Customer Interaction Center to send all calls on this SIP
line directly to Interaction Gateway. If you are using a
separate Interaction SIP Proxy server in your Customer
Interaction Center network, you can instead enter its IP
address.
If you select the Delayed item, callers cannot hear preconnect audio, such as special information tones (SIT).
42
Configure Customer Interaction Center for Interaction Gateway
Note:
If you direct this SIP line to an Interaction SIP
Proxy server, you must configure the call routes on
Interaction SIP Proxy server to send calls to the IP
address of the Interaction Edge appliance.
Interaction Gateway Administrator's Guide
43
Create a SIP Line in CIC 4.0 SU2 or later, or CIC 20nn Rn
Tab/Page
SIP Line
Configuration
tab/Line page
Control
Active check box
Description
Enable this check box to activate this SIP line after you
finish creating it.
Tip:
You can use this check box to deactivate this SIP
line and remove Interaction Gateway from service
for the Customer Interaction Center server.
Line Usage list box
Select General Purpose.
Domain Name box
Enter a DNS name to use as the host portion for SIP
addresses.
Note:
If you are using Interaction Dialer and it selects
this SIP line for a call, the Interaction Dialer
configuration overrides the entry in the Domain
Name box.
Call Analysis Type
list box
To use call analysis, select Media Server to Interaction
Gateway. This selection requires Interaction Media
Server 4.0 SU2 or later, or Interaction Media Server 20nn
Rn in your Customer Interaction Center network.
This setting differs from the Media Server setting in that
it directs Interaction Gateway to handle line signaling for
audio in the most optimal manner for call analysis
performance.
Important!
The Interaction Gateway item in the Call
Analysis Type list box applies only to Interaction
Gateway Generation 2 and not this version of
Interaction Gateway.
SIP Line
Configuration
tab/Session page
SIP Line
Configuration
tab/Proxy page
Media Timing list
box
Select the Normal item.
ASR Enabled check
box
If you are using Interaction Dialer, enable this check box.
Otherwise, leave this check box disabled.
Prioritized list of
Proxy addresses
list box
Select the Add button, enter the IP address of the
Interaction Edge appliance, and select the OK button. The
default port number is 5060. This configuration causes
Customer Interaction Center to send all calls on this SIP
line directly to Interaction Gateway. If you are using a
separate Interaction SIP Proxy server in your Customer
If you select the Delayed item, callers cannot hear preconnect audio, such as special information tones (SIT).
44
Configure Customer Interaction Center for Interaction Gateway
Interaction Center network, you can instead enter its IP
address.
Note:
If you direct this SIP line to an Interaction SIP
Proxy server, you must configure the call routes on
Interaction SIP Proxy server to send calls to the IP
address of the Interaction Edge appliance.
Interaction Gateway Administrator's Guide
45
Interaction Gateway updates
Interactive Intelligence provides Interaction Edge updates that include the latest release of Interaction
Gateway software. For more information about these updates, see Interaction Edge Installation and
Configuration Guide and the Interaction Edge Updates whitepaper on the Interaction Edge product information
website.
Caution!
Applying an Interaction Edge update to the General Availability (GA) version of Interaction Edge
erases all Interaction SIP Proxy and Interaction Media Server SNMP configuration settings. You must
record these SNMP settings for both products and manually enter them in the new Interaction Edge
SNMP page to restore the prior SNMP functionality for these products.
Interaction Gateway Administrator's Guide
47
Information gathering and troubleshooting
This section explains items that Interactive Intelligence technical support personnel need to diagnose potential
problems with your Interaction Gateway system.
View Admin Log
The Admin Log feature enables you to review many different types of events for Interaction Gateway.
Note:
Interaction Gateway does not automatically delete Admin Log entries. To remove all Admin Log
entries, select the Clear Log button.
1. In the upper right corner of the Interaction Gateway interface, select the Status icon.
2. On the left side of the page, select the Admin Log tab.
The Admin Log page is displayed.
3. Use the controls on the page to configure which events are displayed on this page.
For more information about the controls on this page, see Interaction Gateway Help.
Enable diagnostic recordings
If you have problems with call connections and audio for PSTN carriers, do the following procedures in this
section to create diagnostic recordings. After you have configured these settings and replicated the problems,
contact Interactive Intelligence technical support and supply the diagnostic recordings for analysis.
Enable span protocol tracing
1. In the upper right corner of the Interaction Gateway interface, select the Settings icon.
2. On the left side of the page, select the Spans tab.
3. Set the Protocol Trace list box to Yes.
4. At the bottom of the page, select the Apply button.
Activate diagnostic audio captures
1. In the upper right corner of the Interaction Gateway interface, select the Settings icon.
2. On the left side of the page, select the Administration tab.
3. In the Audio Capture Count box in the Diagnostics section, enter 20.
4. At the bottom of the page, select the Apply button.
Note:
Diagnostic audio captures are erased after 7 days. Additionally, Interaction Gateway will not record
diagnostic audio captures if the available internal storage space is insufficient.
Gather log and trace files
If issues develop that suggest a problem in Interaction Gateway, Interactive Intelligence technical support
staff will likely request log and trace files from the Interaction Gateway software, Interaction Edge appliance,
and any related Interactive Intelligence systems. The following lists summarize files that are generally needed
to troubleshoot Interaction Gateway problems.
Interaction Edge and Interaction Gateway files:
The following files are located in the \Logs directory:
Information gathering and troubleshooting
48

AdminLog.csv

CallLog.csv

IGateway.ininlog

SIPEngine-IG.ininlog
The following files are located in date-specific directories under the \Logs directory:

D-Channel trace log files
These files are named Tdmx_yyyyyy.pcap where x represents the TDM span number and yyyyyy
represents the time that logging was started. For example, Tdm1_072412.pcap indicates the D-channel
trace on span 1 was started at 7:24:12 AM.

SIP protocol trace files
These log files contain packet capture (PCAP) information. They are named SipXXX_yyyyyy.pcap, where
the XXX represents the protocol configured for tracing (UDP, TCP, or TLS) and yyyyyy represents the time
the tracing started. For example, Sip1UDP_072412.pcap indicates the SIP tracing on UDP traffic started at
7:24:12 AM.
Customer Interaction Center server files:

TsServer.ininlog and SIPEngine.ininlog from the appropriate days.
Incoming calls are failing
When Interaction Gateway receives incoming calls from carriers, it establishes the Voice over IP (VoIP) portion
of the call through Session Initiation Protocol (SIP) messages to a SIP receiver, such as a Customer
Interaction Center server or Interaction SIP Proxy. The SIP receiver can then connect the call with a SIP
endpoint, such as an IP telephone. If the SIP receiver does not respond within a certain period of time, the
carrier may drop the call when its connection timer expires.
The problem of dropped calls by the carrier can result if the SIP receiver is not reachable because of a network
outage or if the SIP receiver cannot respond quickly as can happen with system outages or overtaxed
systems.
Interaction Gateway does not currently monitor the state of SIP receivers that you define in the Proxies
section of the protocol settings page for a SIP span. As a result, Interaction Gateway will attempt to establish
SIP calls through the SIP receiver specified in the Primary Proxy box until the connection timer expires and
the configured number of reattempts is executed, even if the SIP receiver is unavailable. Only when the
connection timers expire and the number of reattempts is executed will Interaction Gateway attempt to
connect the call to the SIP receiver specified in the Secondary Proxy box. If the accumulated time that
Interaction Gateway accrues while attempting to connect the call exceeds the connection timers from the
carrier, the carrier will drop the call.
Interaction Gateway Administrator's Guide
49
To correct this problem, you can use an Interaction SIP Proxy server as the Primary Proxy. Interaction SIP
Proxy monitors the availability of SIP receivers and will route SIP messages to only those systems that are
available.
If you do not have an Interaction SIP Proxy server, you can decrease the number of milliseconds in the timer
controls in the same protocol setting page of the SIP span:
Protocol
UDP
Settings
Decrease the number of milliseconds that Interaction Gateway waits for a
response or before reattempting connection in the Timer T1 and Timer T2 boxes.
You can also lower the number of attempts that Interaction Gateway sends to a
SIP receiver through the Max Packet Retry and Max INVITE Retry boxes.
These decreases in time and attempts can enable Interaction Gateway to attempt
establishing the SIP call with the SIP receivers specified in the Secondary Proxy
and Tertiary Proxy boxes before the carrier drops the call.
TCP/TLS
Decrease the number of milliseconds that Interaction Gateway waits for a
response in the Connect Time box.
For more information about the controls on the protocol settings page for a SIP span, see Interaction Gateway
Help.
Important!
You should not modify the timers or retry controls for the SIP span unless directed to do so by an
Interactive Intelligence Support representative. All network environments have many variables that
affect latency, accumulated time, discarded packets, and so on. Improper settings can cause all
subsequent call connection attempts to fail.
Information gathering and troubleshooting
50
Tip:
Before you modify the timers or retry controls for the SIP span, contact your carrier to determine the
amount of time that it allows to pass before it abandons the call attempt. Use this amount of time to
determine the values that you set for the timers and retry attempts in the protocol settings of the SIP
span. Ensure that you do not lower the values to a point where responses from the SIP receivers are
ignored. If you change the timer values and the number of retry attempts, Interactive Intelligence
recommends that you first test these settings in a non-production environment to ensure that you do
not impact business operations.
Interaction Gateway Administrator's Guide
Change Log
The following changes have been made to this document since release:
Date
Change
May 1, 2012
Initial Release
October 19, 2012
Service Update 1
May 21, 2013
Service Update 2
December 17, 2013
Service Update 3
August 28, 2014
Updated documentation to reflect changes required in the transition from
version 4.0 SU# to CIC 2015 R1, such as updates to product version
numbers, system requirements, installation procedures, references to
Interactive Intelligence Product Information site URLs, and copyright and
trademark information.
March 10, 2015





Updated "Copyright and Trademark Information" page

Corporate rebranding
November, 16, 2015
Updated content to reflect change in versioning paradigm
Updated content to reflect new terminology and methods for updates
Updated screen shots to reflect new UI labels and controls
Added admonishment that specifies the default SIP ports used by
Interaction Gateway and Interaction SIP Proxy, if hosted on Interaction
Edge
51
52
Index
A
About page...................................................................... 10
Access List ....................................................................... 28
entry, add .................................................................... 29
Access List page .............................................................. 11
Admin Log page .............................................................. 10
Administration page ....................................................... 11
Alerts page ...................................................................... 11
C
call
block number .............................................................. 35
failed, incoming ........................................................... 48
call properties ................................................................. 23
call route
call properties.............................................................. 23
call routes ....................................................................... 20
add............................................................................... 21
overview ...................................................................... 21
test .............................................................................. 22
Call Routes page ............................................................. 11
cause code
locations ...................................................................... 35
map ............................................................................. 32
map, create ................................................................. 33
overview ...................................................................... 32
certificate
generate for TLS .......................................................... 17
TLS, install.................................................................... 18
Trusted Authority, install............................................. 18
Certificate Authority ....................................................... 17
certificates ...................................................................... 17
Certificates page ............................................................. 11
channel groups
edit .............................................................................. 19
Channel Groups page...................................................... 11
CIC
interoperability............................................................ 36
codecs ............................................................................... 5
compatibility
CIC ................................................................................. 9
Interaction Dialer .......................................................... 9
configuration
additional .................................................................... 28
fax ................................................................................ 28
initial............................................................................ 12
migrate from Gen2 ...................................................... 26
SNMP........................................................................... 28
Customer Interaction Center
compatibility ................................................................. 9
D
D-channel trace .............................................................. 48
E
E1 ...................................................................................... 6
configure ..................................................................... 13
F
fax
configure ..................................................................... 28
fax relay ............................................................................ 6
features............................................................................. 6
feedback ........................................................................... 8
G
Generation 2
configuration, migrate ................................................ 26
H
HTTPS ................................................................................ 6
I
Import/Export page ........................................................ 11
Interaction Dialer .............................................................. 5
Interaction Gateway
codecs ........................................................................... 5
Interactive Community ..................................................... 8
interface.......................................................................... 10
About page .................................................................. 10
Access List page........................................................... 11
Admin Log page........................................................... 10
Administration page .................................................... 11
Alerts page .................................................................. 11
Call Routes page .......................................................... 11
Certificates page ......................................................... 11
Channel Groups page .................................................. 11
Import/Export page..................................................... 11
Media page ................................................................. 11
Reporting page ............................................................ 10
Settings pages ............................................................. 11
Span settings page ...................................................... 11
Span status page ......................................................... 10
Status pages ................................................................ 10
introduction ...................................................................... 5
ISDN
cause code locations ................................................... 35
cause code, map ......................................................... 32
Presentation Restricted .............................................. 35
Interaction Gateway Administrator's Guide
L
log on ................................................................................ 9
M
Media page ..................................................................... 11
migrate configuration ..................................................... 26
O
overview ........................................................................... 5
P
packet capture files......................................................... 48
password
change ......................................................................... 12
patches............................................................................ 45
PCAP................................................................................ 31
files, delete .................................................................. 31
span, configure............................................................ 31
Presentation Restricted .................................................. 35
protocol trace ................................................................. 31
files, delete .................................................................. 31
span, configure............................................................ 31
protocols
supported ...................................................................... 6
Q
QSIG .................................................................................. 6
R
Reporting page................................................................ 10
response
map, create ................................................................. 33
overview ...................................................................... 32
RTP .................................................................................... 5
S
secure connections ........................................................... 6
security ............................................................................. 6
setup ................................................................................. 9
SIP ..................................................................................... 5
configure span............................................................. 14
53
response, map............................................................. 32
restrict access........................................................ 11, 28
SIP trace files................................................................... 48
SNMP .......................................................................... 6, 11
configure ..................................................................... 28
sources of information ..................................................... 7
span
clocking ....................................................................... 24
configure SIP ............................................................... 14
configure TDM ............................................................ 13
E1, configure ............................................................... 13
Span settings page .......................................................... 11
Span status page ............................................................. 10
SRTP .................................................................................. 5
certificate .................................................................... 17
T
T.38 fax ............................................................................. 6
T1 ...................................................................................... 6
TDM span
configure ..................................................................... 13
technical support .............................................................. 7
TLS..................................................................................... 5
certificate .................................................................... 17
generate certificate ..................................................... 17
troubleshooting .............................................................. 47
Admin Log ................................................................... 47
diagnostic recordings .................................................. 47
failed incoming calls .................................................... 48
trace files ..................................................................... 47
U
updates ........................................................................... 45
user forum ........................................................................ 8
user name
change ......................................................................... 12
V
voice codecs...................................................................... 5
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