Genesys Avaya Communication Manager T-Server Deployment Guide
ಜಾಹಿರಾತು
ಜಾಹಿರಾತು
Framework 7.6
T-Server for Avaya
Communication Manager
Deployment Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 1991–2008 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories,
Inc. All other trademarks and trade names referred to in this document are the property of other companies. The
Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers:
Region
North and Latin America
Europe, Middle East, and Africa
Asia Pacific
Japan
Telephone
+888-369-5555 or +506-674-6767
+44-(0)-118-974-7002
+61-7-3368-6868
+81-3-6361-8950
Prior to contacting technical support, please refer to the
Genesys Technical Support Guide
for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys 7 Licensing Guide
.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 76fr_dep-ts_avayag3_01-2008_v7.6.00
1.00
Part 1
Table of Contents
Reading Prerequisites ........................................................................ 13
Document Conventions ........................................................................... 14
Making Comments on This Document .................................................... 17
Part One: Common Functions and Procedures ....... 19
New for All T-Servers in 7.6..................................................................... 20
T-Server Fundamentals........................................................................ 21
Learning About T-Server ......................................................................... 22
Framework and Media Layer Architecture.......................................... 22
T-Server Requests and Events ........................................................... 24
Advanced Disconnect Detection Protocol ............................................... 28
T-Server General Deployment ............................................................. 35
Software Requirements ...................................................................... 36
Hardware and Network Environment Requirements .......................... 37
Licensing Requirements ..................................................................... 37
About Configuration Options............................................................... 39
Deployment Sequence ............................................................................ 40
Wizard Deployment of T-Server .............................................................. 41
Wizard Configuration of T-Server ....................................................... 41
T-Server—Deployment Guide 3
Table of Contents
4
Wizard Installation of T-Server............................................................ 42
Manual Deployment of T-Server.............................................................. 43
Manual Configuration of Telephony Objects ....................................... 44
Manual Configuration of T-Server....................................................... 46
Manual Installation of T-Server ........................................................... 48
High-Availability Deployment.............................................................. 51
Warm Standby Redundancy Type ........................................................... 52
Hot Standby Redundancy Type ............................................................... 53
Synchronization Between Redundant T-Servers ................................ 55
Warm Standby Deployment ..................................................................... 56
General Order of Deployment............................................................. 56
Manual Modification of T-Servers for Warm Standby.......................... 57
Warm Standby Installation of Redundant T-Servers ........................... 58
Hot Standby Deployment......................................................................... 58
General Order of Deployment............................................................. 58
Manual Modification of T-Servers for Hot Standby.............................. 59
Hot Standby Installation of Redundant T-Servers ............................... 62
Multi-Site Fundamentals.......................................................................... 64
ISCC Call Data Transfer Service ............................................................. 65
ISCC Transaction Types ..................................................................... 70
T-Server Transaction Type Support .................................................... 78
Transfer Connect Service Feature...................................................... 82
Number Translation Feature.................................................................... 87
Number Translation Rules .................................................................. 88
Network Attended Transfer/Conference Feature..................................... 95
Event Propagation Feature...................................................................... 97
User Data Propagation ....................................................................... 97
Party Events Propagation ................................................................... 99
Basic and Advanced Configuration..................................................... 99
ISCC Transaction Monitoring Feature ................................................... 102
Configuring Multi-Site Support............................................................... 103
Switches and Access Codes ............................................................ 104
Framework 7.6
Table of Contents
Part 2
Configuration Examples.................................................................... 114
Start and Stop T-Server Components .............................................. 117
Command-Line Parameters .................................................................. 117
Starting and Stopping with the Management Layer ............................... 119
Verifying Successful Startup .................................................................. 126
Starting and Stopping with Windows Services Manager ....................... 128
Part Two: Reference Information............................. 129
New in T-Server for Avaya Communication Manager ........................... 130
Switch-Specific Configuration .......................................................... 131
Configuring Links and Switches ............................................................ 134
Configuring the CTI Link ................................................................... 134
Configuring the ASAI Link................................................................. 135
Configuring an ASAI Station ............................................................. 137
Configuring TACW ............................................................................ 138
Configuring AES connections................................................................ 140
ISDN Network Redirection..................................................................... 142
Avaya Communication Manager Requirements .................................... 142
Configuring an ASAI Split ................................................................. 144
Genesys Requirements for Avaya Communication Manager................ 145
Supported Functionality .................................................................... 147
Support for Agent Work Modes ............................................................. 156
Support for Replacing Calling Party Number......................................... 156
Use of the Extensions Attribute ............................................................. 157
Use of the UserData Attribute................................................................ 166
T-Server—Deployment Guide 5
Table of Contents
Common Configuration Options....................................................... 173
Setting Configuration Options................................................................ 173
Log Output Options........................................................................... 180
Debug Log Options........................................................................... 185
Log-Extended Section ........................................................................... 188
Changes from 7.5 to 7.6 ........................................................................ 192
T-Server Common Configuration Options ....................................... 195
Setting Configuration Options................................................................ 195
Agent-Reservation Section.................................................................... 203
Multi-Site Support Section ..................................................................... 204
ISCC Transaction Options ................................................................ 206
Transfer Connect Service Options.................................................... 210
ISCC/COF Options ........................................................................... 211
Event Propagation Option................................................................. 213
Number Translation Option............................................................... 213
Translation Rules Section...................................................................... 213
Backup-Synchronization Section........................................................... 214
Timeout Value Format ........................................................................... 217
Changes from Release 7.5 to 7.6.......................................................... 218
T-Server-Specific Configuration Options......................................... 219
Predictive Dialing Options................................................................. 233
Avaya Communication Manager Ethernet Option............................. 235
Flow Control Options ........................................................................ 236
Query-Agent-State Section.................................................................... 237
Changes from Release 7.5 to 7.6.......................................................... 240
6 Framework 7.6
Table of Contents
Supported High-Availability Configurations.................................... 241
HA Default Configuration....................................................................... 241
Examples of Warm Standby Configurations .......................................... 242
T-Server—Deployment Guide 7
Table of Contents
8 Framework 7.6
T-Server—Deployment Guide
List of Procedures
Installing T-Server on UNIX using Wizard . . . . . . . . . . . . . . . . . . . . . . . 42
Installing T-Server on Windows using Wizard . . . . . . . . . . . . . . . . . . . . 43
Configuring T-Server manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Configuring multiple ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Installing T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Installing T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 49
Verifying the manual installation of T-Server . . . . . . . . . . . . . . . . . . . . . 50
Modifying the primary T-Server configuration for warm standby . . . . . . 57
Modifying the backup T-Server configuration for warm standby . . . . . . 58
Modifying the primary T-Server configuration for hot standby . . . . . . . . 59
Modifying the backup T-Server configuration for hot standby . . . . . . . . 61
Activating Transfer Connect Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Configuring Number Translation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Activating Event Propagation: basic configuration . . . . . . . . . . . . . . . . 100
Modifying Event Propagation: advanced configuration . . . . . . . . . . . . 101
Configuring T-Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring Default Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Configuring Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Configuring access resources for the route transaction type . . . . . . . . 110
Configuring access resources for the dnis-pool transaction type . . . . . 111
Configuring access resources for direct-* transaction types . . . . . . . . 112
Configuring access resources for ISCC/COF. . . . . . . . . . . . . . . . . . . . 112
Configuring access resources for non-unique ANI . . . . . . . . . . . . . . . . 113
Modifying DNs for isolated switch partitioning . . . . . . . . . . . . . . . . . . . 113
Configuring T-Server to start with the Management Layer. . . . . . . . . . 119
Starting T-Server on UNIX with a startup file . . . . . . . . . . . . . . . . . . . . 120
Starting T-Server on Windows with a startup file . . . . . . . . . . . . . . . . . 121
Starting HA Proxy on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Starting HA Proxy on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 125
Starting T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . . 126
9
List of Procedures
Starting T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . . 126
Stopping T-Server on UNIX manually . . . . . . . . . . . . . . . . . . . . . . . . . 127
Stopping T-Server on Windows manually . . . . . . . . . . . . . . . . . . . . . . 127
To Configure the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
10 Framework 7.6
Preface
Welcome to the Framework 7.6 T-Server for Avaya Communication Manager
Deployment Guide. This document introduces you to the concepts, terminology, and procedures relevant to T-Servers ® in general and provides detailed reference information about T-Server for Avaya Communication
Manager. The reference information includes, but is not limited to, configuration options, limitations, and switch-specific functionality. You must configure the configuration objects and options described in this document in the Framework Configuration Layer.
Use this document only after you have read through the Framework 7.6
Deployment Guide, and the Release Note for your T-Server.
This document is valid only for the 7.6 release of this product.
Note:
For releases of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library CD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
z z z z z
This preface provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information:
Making Comments on This Document, page 17
T-Server is the Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software components in your enterprise. It translates and keeps track of events and requests that come from, and are sent to, the CTI (computer-telephony integration) link in the telephony device. T-Server is a TCP/IP-based server that can also act as a messaging interface between T-Server clients. It is the critical point in allowing your Genesys solution to facilitate and track the contacts that flow through your enterprise.
T-Server—Deployment Guide 11
Preface Intended Audience
Note that the T-Server name has changed over the course of previous releases for various reasons (including, but not limited to, changes in vendor name or in
Genesys policy). The former names include:
•
T-Server for Lucent DEFINITY G3.
•
T-Server for Avaya DEFINITY ECS (G3).
•
T-Server for Avaya DEFINITY ECS (MV).
The current name is T-Server for Avaya Communication Manager.
Intended Audience
This guide is intended primarily for system administrators, both those who are new to T-Server and those who are familiar with it.
•
If you are new to T-Server, read the Framework 7.6 Deployment Guide and the Release Note mentioned earlier, and then read all of the sections of this document that apply to your software and its accompanying components.
Refer back to the Framework 7.6 Deployment Guide as needed.
•
If you are an experienced T-Server user—someone with computer expertise, who is used to installing, configuring, testing, or maintaining
Genesys software—you may find it more time efficient to go to the Index to see what is new or different in T-Server release 7.6. If you take that approach, please also read Release Notes and refer to other related resources, such as the Genesys 7 Events and Models Reference Manual and the Genesys 7 Events and Models Reference Manual and Voice Platform
SDK 7.6 .NET (or Java) API Reference for complete information on the T-
Server events, call models, and requests.
In general, this document assumes that you have a basic understanding of, and familiarity with:
•
Computer-telephony integration concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
•
Your telephony hardware and software.
•
Genesys Framework architecture and functions.
•
Configuration Manager interface and object-managing operations.
Based on your specific contact center environment and your responsibilities in it, you may need to be familiar with a much wider range of issues as you deploy T-Server.
12 Framework 7.6
Preface Chapter Summaries
Reading Prerequisites
You must read the Framework 7.6 Deployment Guide before using this
T-Server Deployment Guide. The Framework 7.6 Deployment Guide contains information about the Genesys software you must deploy before deploying
T-Server.
Chapter Summaries
This T-Server Deployment Guide encompasses all information—including conceptual, procedural, and reference information—about Genesys T-Servers in general, and T-Server for Avaya Communication Manager in particular.
Depending on the subject addressed in a particular section, the document style may move from narration, to instructions to technical reference. To distinguish between general T-Server sections and those chapters intended for your particular T-Server, this document is divided into two main parts.
Part One—Common Functions and Procedures
Part One of this T-Server document, “Common Functions and Procedures,” consists of Chapters 1 through 5. These chapters contain architectural, functional, and procedural information common to all T-Servers:
•
Chapter 1, “T-Server Fundamentals,” on page 21 , describes T-Server, its
place in the Framework 7 architecture, T-Server redundancy, and multi-site issues. It does not, however, provide configuration and installation information.
•
Chapter 2, “T-Server General Deployment,” on page 35
, presents
Configuration and Installation procedures for all T-Servers.
•
Chapter 3, “High-Availability Deployment,” on page 51
, helps you navigate the configuration and installation of a given T-Server. It follows the same general format you became familiar with during the configuration and installation of other Framework components, such as the Management
Layer.
•
Chapter 4, “Multi-Site Support,” on page 63
, describes the variations available for T-Server implementations across geographical locations.
•
Chapter 5, “Start and Stop T-Server Components,” on page 117 , describes
how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.
Although you certainly would refer to these chapters if you have never before configured or installed T-Server, you might also use them, even if you are already familiar with T-Server, to discover any changes to functionality, configuration, and installation since you last deployed this component.
T-Server—Deployment Guide 13
Preface Document Conventions
Genesys recommends that you use wizards to deploy T-Server. If you do, first read
, to familiarize yourself with T-Server, and then proceed with the deployment process using Framework wizards.
Part Two—Reference Information
Part Two of this T-Server document, Reference Information consists of
Chapters 6 through Chapter 11. These chapters contain reference information specific to T-Server for Avaya Communication Manager. However, they also contain information on all T-Server options, both those specific to your
T-Server and those common to all T-Servers.
•
Chapter 6, “Switch-Specific Configuration,” on page 131 , describes
compatibility and configuration information specific to this T-Server, including instructions for setting the DN properties, and recommendations for configuring the switch.
•
Chapter 7, “Supported Functionality,” on page 147 , describes the features
that are supported by this T-Server including T-Library functionality and error messages.
•
Chapter 8, “Common Configuration Options,” on page 173 , describes log
configuration options common to all Genesys server applications.
•
Chapter 9, “T-Server Common Configuration Options,” on page 195 ,
describes configuration options common to all T-Server types including options for multi-site configuration.
•
Chapter 10, “T-Server-Specific Configuration Options,” on page 219 ,
describes configuration options specific to this T-Server including the linkrelated options—those that address the interface between T-Server and the switch.
•
Chapter 11, “Supported High-Availability Configurations,” on page 241
, provides high-availability (HA) configuration notes specific to T-Server for Avaya Communication Manager.
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
76fr_ref_09-2007_v7.6.000.00
14 Framework 7.6
Preface Document Conventions
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
•
Please consult the Genesys 7 Migration Guide for more information.
•
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
Do not use this value for this option.
•
The formula, x +1 = 7 where x stands for . . .
Examples:
Example:
Monospace Font
A monospace font, which looks like teletype or typewriter text
, is used for all programming identifiers and GUI elements.
This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.
•
Select the
Show variables on screen
check box.
•
Click the
Summation
button.
•
In the
Properties
dialog box, enter the value for the host server in your environment.
•
In the
Operand
text box, enter your formula.
•
Click
OK
to exit the
Properties
dialog box.
•
The following table presents the complete set of error messages
T-Server distributes in
EventError
events.
•
If you select true
for the inbound-bsns-calls
option, all established inbound calls on a local agent are considered business calls
.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
•
Enter exit
on the command line.
T-Server—Deployment Guide 15
Preface Related Resources
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host <confighost>
Related Resources
Consult these additional resources as necessary:
•
The Framework 7.6 Deployment Guide, which will help you configure, install, start, and stop Framework components.
•
The Framework 7.6 Configuration Options Reference Manual, which will provide you with descriptions of configuration options for other
Framework components.
•
The Framework 7.6 Configuration Manager Help, which will help you use
Configuration Manager.
•
The Genesys 7 Migration Guide, also on the Genesys Documentation
Library CD, which contains a documented migration strategy from
Genesys product releases 5.x and later to all Genesys 7.x releases. Contact
Genesys Technical Support for additional information.
16 Framework 7.6
Preface Making Comments on This Document
•
The Genesys 7 Events and Models Reference Manual, which contains an extensive collection of events and call models describing core interaction processing in Genesys environments.
•
The Genesys 7 Events and Models Reference Manual and Voice Platform
SDK 7.6 .NET (or Java) API Reference, which contains technical details of
T-Library functions.
•
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library CD and which provides a comprehensive list of the
Genesys and CTI terminology and acronyms used in this document.
•
The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support
.
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
•
Genesys 7 Supported Operating Systems and Databases
•
Genesys 7 Supported Media Interfaces
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesyslab.com/support .
•
Genesys Documentation Library CD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical
Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
T-Server—Deployment Guide 17
Preface Making Comments on This Document
18 Framework 7.6
Part
1
Part One: Common
Functions and Procedures
Part One of this T-Server Deployment Guide familiarizes the reader with
T-Server in general. It addresses architectural, functional, and procedural information common to all T-Servers.
The information in Part One is divided into the following chapters:
•
Chapter 1, “T-Server Fundamentals,” on page 21 , describes T-Server, its
place in the Framework 7 architecture, T-Server redundancy, and multi-site issues. It stops short of providing configuration and installation information.
•
Chapter 2, “T-Server General Deployment,” on page 35
, presents configuration and installation procedures for all T-Servers.
•
Chapter 3, “High-Availability Deployment,” on page 51
, addresses high availability (HA).
•
Chapter 4, “Multi-Site Support,” on page 63
, details the variations available for T-Server implementations across geographical locations.
•
Chapter 5, “Start and Stop T-Server Components,” on page 117 , describes
how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.
T-Server—Deployment Guide 19
Part One: Common Functions and Procedures New for All T-Servers in 7.6
New for All T-Servers in 7.6
Before looking at T-Server’s place in Genesys solutions and in the architecture of the Genesys Framework, note the following general changes that have been implemented in the 7.6 release of T-Server:
•
ISCC Transaction Monitoring support. This release of T-Server supports the ISCC Transaction Monitoring that allows T-Server clients to monitor ISCC transactions of the call data transfer between T-Servers in a
multi-site environment. See “ISCC Transaction Monitoring Feature” on page 102
for details.
•
ANI information distribution control. This release introduces a new configuration option that controls the distribution of the ANI information in
TEvent
messages. See “ani-distribution” on page 196 for details.
•
Enhancement of use-data-from configuration option. This option now includes the new valid value active-data-original-call.
See “use-datafrom” on page 206
for details.
•
Enhanced agent session ID reporting. T-Server now generates and reports a session ID associated with each new agent login (key
AgentSessionID in
AttributeExtensions)
in agent-state events
(
EventAgentLogin, EventAgentLogout, EventAgentReady,
and
EventAgentNotReady)
, and also in the
EventRegistered
and
EventAddressInfo
messages for resynchronization. The agent session IDs are not synchronized with a backup T-Server and new agent session IDs will be assigned to existing agent sessions after a T-Server switchover. See the T-Server client’s documentation for agent session ID reporting. Refer to the Genesys 7 Events and Models Reference Manual and/or Voice
Platform SDK 7.6 .NET (or Java) API Reference for details on the key
AgentSessionID in
AttributeExtensions
.
•
Client-side port definition support. This release of T-Server supports a new security feature that allows a client application to define its connection parameters before connecting to the server application. Refer to the
Genesys 7.6 Security Deployment Guide for details.
Notes:
• Configuration option changes common to all T-Servers are
described in “Changes from Release 7.5 to 7.6” on page 218
.
• For information about the new features that are available in your
T-Server in the initial 7.6 release, see Part Two of this document.
20 Framework 7.6
Chapter
1
T-Server Fundamentals
This chapter provides general information about T-Server features and functionality and about its configuration and installation. For reference information about your specific T-Server and about options for all T-Servers, see “Part Two: Reference Information.”
This chapter has various levels of information, some of it intended for people who have configured, installed, and used previous releases of T-Server, and some of it aimed at those less familiar with such T-Server operations. That means some sections will not necessarily be relevant for you.
•
If you are an experienced user of T-Server, start with “New for All
T-Servers in 7.6” on page 20 , and then move to the chapters comprising
Part Two of this document, where specific information about your
T-Server is available.
•
If you are new to T-Server, begin with “Learning About T-Server.” Once
you have read through that and subsequent sections, you are ready for the other chapters in Part One that go into detail about T-Server configuration and installation.
z z z z z z z
Generally, this chapter presents overview information that applies to all
T-Servers (and Network T-Servers) and their deployment. This chapter is divided into the following sections:
Learning About T-Server, page 22
Advanced Disconnect Detection Protocol, page 28
T-Server—Deployment Guide 21
Chapter 1: T-Server Fundamentals Learning About T-Server
Learning About T-Server
The Framework 7.6 Deployment Guide provides you with a high-level introduction to the role that T-Server plays in the Genesys Framework. If you have already looked through that guide, you may recall that T-Server is the most important component of the Framework Media Layer (the other two components are Load Distribution Server (LDS) and HA Proxy). The Media
Layer enables Genesys solutions to communicate with various media, including traditional telephony systems, voice over IP (VoIP), e-mail, and the
Web. This layer also provides the mechanism for distributing interaction-related business data, also referred to as attached data, within and across solutions.
Framework and Media Layer Architecture
Figure 1 illustrates the position Framework holds in a Genesys solution.
Agent
Desktop
IVR
Genesys
Framework
Genesys
Applications
Switch
Figure 1: Framework in a Genesys Solution
Moving a bit deeper,
Figure 2 presents the various layers of the Framework
architecture.
22 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
Framework
Services Layer
Management
Layer
Configuration
Layer
Media Layer
(including
T-Server)
Routing
Services
Reporting
Services
Figure 2: The Media Layer in the Framework Architecture
T-Server is the heart of the Media Layer—translating the information of the media-device realm into information that Genesys solutions can use. It enables your contact center to handle the computer-based form of the interactions that arrive and it translates the information surrounding a customer contact into reportable and actionable data.
Figure 3 presents the generalized architecture of the Media Layer.
Internet
Media
Interaction
Server
Traditional
Telephony
T-Server
VoIP
Telephony
T-Servers for
IP Solutions
SOLUTIONS
Figure 3: Media Layer Architecture
In addition to being the most important component of the Media Layer,
T-Server plays the most significant role in making information about telephony traffic and its data available to Framework as a whole.
One or more components in practically every solution are T-Server clients.
Solutions comprise a number of different Genesys software packages, from
T-Server—Deployment Guide 23
Chapter 1: T-Server Fundamentals Learning About T-Server collections of components for various types of routing to those that allow for outbound dialing to still others. Framework in general, and T-Server in particular, enable these solutions to function in your enterprise.
T-Server has several typical clients: Stat Server, Call Concentrator, Universal
Routing Server, and agent desktop applications. T-Server gets the information it needs about the enterprise from Configuration Server. Additionally, if you use the Management Layer, T-Server provides its ongoing status and various other log messages to server components of the Management Layer (for instance, allowing you to set alarms).
T-Server Requests and Events
This section outlines the roles that T-Server plays in a contact center. While it is possible to describe roles for all T-Servers, at a detailed level, T-Server’s functionality depends on the hardware to which it is connected. (For example, when connected to a traditional switch, it performs CTI functions, but when connected to a VOIP-based telephony device, it controls IP traffic.) The CTI connection is only for the switch.
Details of T-Server Functionality
T-Server is a TCP/IP server that enables intelligent communication between media-specific protocols (such as the various CTI protocols, including CSTA and ASAI) and TCP/IP-based clients of T-Server. Applications that are clients to T-Server use the T-Library format to transmit requests to T-Server through a
TCP/IP socket. T-Server can then either translate those requests to CTI protocol for switch use or relay them directly to other TCP/IP clients.
T-Server performs three general functions in the contact center: Bridging,
Messaging, and Interaction Tracking.
Bridging
T-Server acts as a platform-independent interface between media devices and business applications. In the case of a telephony device, for instance, it receives messages from and sends commands to the telephony equipment using either CTI links provided by the switch manufacturer or interface protocols provided by telephony network vendors.
On the client-application end, T-Server offers three models (call model, agent model, and device model) unified for all switches. The core functionality (such as processing an inbound call, an agent login, or a call-forwarding request) translates into a unified application programming interface (API) called
T-Library, so that applications do not need to know what specific switch model they are dealing with. On the other hand, T-Library accommodates many functions that are unique to a specific switch, so that client applications are able to derive the maximum functionality offered by a particular switch.
24 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
Refer to the Genesys 7 Events and Models Reference Manual for complete information on all T-Server events and call models and to the
TServer.Requests
portion of the Voice Platform SDK 7.6 .NET (or Java) API
Reference for technical details of T-Library functions.
Messaging
In addition to translating requests and events for the client application involved in an interaction, T-Server:
•
Provides a subscription mechanism that applications can use to receive notifications about interaction-related and non-interaction-related events within the contact center.
•
Broadcasts messages of major importance (such as a notification that the link is down) to all clients.
•
B roadcasts messages originated by a T-Server client to other T-Server clients.
The subscription mechanism consists of two parts, the DN subscription and event-type masking. Applications must register for a DN or a set of DNs to receive notifications about all events that occur in association with each registered DN. For example, when two softphone applications are registered for the same DN, and the first application initiates a call from the DN,
T-Server notifies both applications that the call is initiated from the DN.
Client applications can also specify one or more types of events, and T-Server will filter out events of the non-specified types and only send events of the requested types. For example, if agent supervisors are interested in receiving agent-related events, such as
AgentLogin
and
AgentLogout,
they have to mask
EventAgentLogin
and
EventAgentLogout,
provided that a particular T-Server supports these events.
The combination of each client’s subscription for DNs and masking of event types defines what messages T-Server distributes to what client.
Interaction Tracking
T-Server maintains call information for the life of the call (or other
T-Server-supported media type) and enables client applications to attach user data to the call. Call information includes:
•
A unique identifier, connection ID, that T-Server assigns when creating the call.
•
Automatic Number Identification (
ANI
) and Dialed Number Identification
Service (
DNIS
), if reported by the CTI link.
•
User data that a client application (such as an Interactive Voice Response unit or Genesys Universal Routing Server) provides.
T-Server—Deployment Guide 25
Chapter 1: T-Server Fundamentals Learning About T-Server
Difference and Likeness Across T-Servers
Although Figure 3 on page 23 (and other figures) depicts T-Server that works
with telephony systems as a single product, this is a simplification. Because almost every traditional telephony device has its own characteristics and communication protocols, Genesys makes different T-Servers for different telephony systems. (That means T-Server you have will not work with another switch.) Thus, all T-Servers play a common role in the architecture, but their specific features differ from implementation to implementation, based on the media device in use.
Despite their switch-based differences, T-Servers for telephony systems are similar to one another in at least one important respect: they are all built with a certain amount of shared software code. This shared code is rolled into a single unit and is called T-Server Common Part (TSCP). TSCP is the central, common component for all T-Servers and has its own Release Note, which is accessible via a hyperlink from your T-Server’s Release Note.
Note:
This document separates common-code features based on TSCP into separate sections and chapters, such as the “T-Server Common
Configuration Options” chapter. These are the options for all T-Servers that TSCP makes available for configuration.
T-Server Functional Steps During a Sample Call
The following example, Figure 4 , outlines some basic steps that T-Server
might take when a call arrives from outside the contact center. In this scenario,
T-Server starts tracking the call even before it is delivered to the agent.
T-Server then informs the selected agent that a call has arrived. When the switch delivers the call to the agent’s extension, T-Server presents account information, collected at an Interactive Voice Response (IVR) unit, to the agent at the agent desktop application.
26 Framework 7.6
Chapter 1: T-Server Fundamentals Learning About T-Server
1. Switch notifies
T-Server of call arrival. T-Server assigns ConnID.
2. Switch delivers call to IVR for automated service
T-Server
6. T-Server notifies agent application of call.
7. T-Server delivers call data to the desktop.
Agent Desktop
Application
3. IVR asks T-Server to attach account number to call.
4. IVR sends call to ACD queue.
IVR
5. ACD diverts call to agent’s DN.
Agent DN Switch
Figure 4: Functional T-Server Steps
Step 1
When the call arrives at the switch, T-Server creates a call in its internal structure. T-Server assigns the call a unique identifier, connection ID.
Step 2
The switch delivers the call to an Interactive Voice Response (IVR) unit, which begins automated interactions with the caller.
Step 3
IVR acquires user information from the caller through prompts and requests
T-Server to attach that information to the call. T-Server updates the call with the user information.
Step 4
IVR sends the call to an ACD (Automated Call Distribution) queue.
Step 5
The ACD unit distributes the call to an available agent logged in to a particular
DN (directory number).
Step 6
T-Server notifies the agent desktop application that the call is ringing on the agent’s DN. The notification event contains call data including
ANI, DNIS,
and account information that the IVR has collected.
T-Server—Deployment Guide 27
Chapter 1: T-Server Fundamentals Advanced Disconnect Detection Protocol
Step 7
The agent desktop application presents the account information, including the name of the person whose account this is, on the agent’s screen, so that the agent answering the call has all the relevant information.
These seven steps illustrate just a small part of T-Server’s bridging, messaging, and interaction-processing capabilities.
Advanced Disconnect Detection Protocol
Since the 6.0 release of T-Server, the Advanced Disconnect Detection Protocol
(ADDP) has replaced the Keep-Alive Protocol (KPL) as the method to detect failures for certain T-Server connections, including connections between two
T-Servers and between a T-Server and its clients.
Notes:
• Starting with release 7.5, the KPL backward-compatibility feature is no longer supported.
• ADDP applies only to connections between Genesys software components.
With ADDP, protocol activation and initialization is made on the client’s side and you can change these parameters. No additional messages are sent when there is existing activity over the connection. T-Server client applications and the remote T-Server (if any) must be listening to the socket and respond promptly to the polling signal for the connection to be preserved.
If you are going to enable ADDP, you must do it using the
,
and
configuration options.
When configuring a timeout, consider the following issues:
•
The configured timeout must be at least twice as long as the maximum network latency.
•
There may be an interval when T-Server does not check for network activity.
•
If the link connection fails but the client is not notified (for example, because the host is turned off, or because a network cable is unplugged), the maximum reaction time to a link-connection failure is equal to double the configured timeout plus the established network latency.
Also keep in mind that the T-Server receiving the polling signal may not respond immediately, and that a delay occurs between the polling signal and the response to travel from one T-Server to another. If you don’t account for these contingencies when configuring a timeout, the connection that ADDP is monitoring will be dropped periodically.
28 Framework 7.6
Chapter 1: T-Server Fundamentals Redundant T-Servers
Redundant T-Servers
T-Servers can operate in a high-availability (HA) configuration, providing you with redundant systems. The basics of each T-Server’s redundant capabilities differ from T-Server to T-Server. One basic principle of redundant T-Servers is the standby redundancy type, which dictates how quickly a backup T-Server steps in when the primary T-Server goes down.
The Framework Management Layer currently supports two types of redundant configurations: warm standby
and hot standby
. All T-Servers offer the warm standby
redundancy type and, starting with release 7.1, the hot standby redundancy type is implemented in T-Servers for most types of switches. (See
Instructions for configuring T-Server redundancy are available in Chapter 3,
“High-Availability Configuration and Installation.” Specifics on your
T-Server’s HA capabilities are outlined in Part Two of this document.
Notes:
• Network T-Servers use a load-sharing redundancy schema instead of warm
or hot standby
. Specifics on your T-Server’s HA capabilities are discussed in Part Two of this document.
• IVR Server does not support simultaneous configuration of both
Load Balancing functionality and warm standby
. Only one of these is supported at a time.
Support for Hot Standby Redundancy in Various T-Servers
Use
Table 1 to determine whether your T-Server supports the
hot standby redundancy type. The table also indicates whether HA Proxy components are required for this support, and, if so, how many are required per pair of redundant T-Servers (or per link if so noted).
hot standby
redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
7 Supported Media Interfaces white paper located on the Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
T-Server—Deployment Guide 29
Chapter 1: T-Server Fundamentals Redundant T-Servers
Table 1: T-Server Support of the Hot Standby Redundancy Type
T-Server Type
Alcatel A4200/OXO
Alcatel A4400/OXE
Aspect ACD
Avaya Communication Manager
Avaya INDeX
Cisco CallManager
DataVoice Dharma
Digitro AXS/20
EADS Intecom
M6880
EADS Telecom M6500 eOn eQueue
Ericsson MD110
Fujitsu F9600
Huawei C&C08
Mitel SX-2000/MN-3300
NEC NEAX/APEX
Nortel Communication Server 2000/2100
Nortel Communication Server 1000 with
SCCS/MLS
Philips Sopho iS3000
Radvision iContact
Rockwell Spectrum
Samsung IP-PCX IAP
Siemens Hicom 300/HiPath 4000 CSTA I
Siemens HiPath 3000
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Hot Standby
Supported
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
Yes
Yes
Yes
Yes
No d
—
No
No
No
No
No
No
No
No
No
No
No
No
HA Proxy
Required
No
No
No
No a
No
No
No
No
Yes b
, No c
No
Number of HA
Proxy Components
—
—
1
—
—
—
—
—
—
—
—
—
—
—
—
—
1 per link
—
1
—
—
—
—
—
30 Framework 7.6
Chapter 1: T-Server Fundamentals Redundant T-Servers
Table 1: T-Server Support of the Hot Standby Redundancy Type (Continued)
T-Server Type
Siemens HiPath 4000 CSTA III
Siemens HiPath DX
SIP Server
Tadiran Coral
Teltronics 20-20
Tenovis Integral 33/55
AT&T
Concert
CRSP
DTAG
GenSpec
ISCP
IVR Server, using network configuration
KPN
Hot Standby
Supported
Yes
Yes
Yes
Yes
Yes
Yes
Network T-Servers e
HA Proxy
Required
No
No
No
No
Yes
No
No
No
No
No
No
No
No
No
—
—
—
—
—
—
—
—
MCI
NGSN
Network SIP Server
Sprint
SR3511
Stentor
No
No
No
No
No
No
—
—
—
—
—
—
Number of HA
Proxy Components
—
—
—
—
1
—
—
—
—
—
—
—
—
—
—
—
—
—
—
— a. With release 7.1, T-Server for Avaya Communication Manager no longer uses HA Proxy for its support of hot standby
. Earlier releases of this T-Server require two HA Proxies (for which there is a Configuration
Wizard) to support hot standby
.
T-Server—Deployment Guide 31
Chapter 1: T-Server Fundamentals Multi-Site Support b. For T-Server for Nortel Communication Server 2000/2100 in high-availability ( hot standby
) configuration,
Genesys recommends that you use link version SCAI14 or above with call-progress and noncontroller-released messages enabled. See the switch-specific information in Part 2 of this Deployment Guide for additional information on HA configurations. c. Starting with release 7.5, T-Server for Nortel Communication Server 2000/2100 supports HA without HA
Proxy when operating in Dual CTI Links mode. See the switch-specific information in Part 2 of this De-
ployment Guide for additional information on HA configurations.
d.
Starting with release 6.5.3, T-Server for Philips Sopho iS3000 supports HA both with and without HA
Proxy.
e. Although they do not support high availability per se, Network T-Servers do support a load-sharing schema.
Multi-Site Support
Multi-site configuration implies the existence of two or more switches that belong to the same enterprise or service provider, and that share the Genesys
Configuration Database. (In some cases this may include isolated partitions on a given switch served by different T-Servers.) The main goal of T-Server support for multi-site operations is to maintain critical information about a call as it travels from one switch to another.
For instructions on installing and configuring a multi-site environment, including information on the Inter Server Call Control (ISCC) features, please
see Chapter 4, “Multi-Site Support,” on page 63
.
Agent Reservation
T-Server provides support for clients to invoke the agent reservation function,
TReserveAgent().
This function allows a server application that is a client of
T-Server to reserve a DN along with an agent, a
Place,
or both, so that no other T-Server client can route calls to it during a specified reservation
interval. Alternatively, when clients use the ISCC feature (see “ISCC Call Data
Transfer Service” on page 65 ), they can use an agent reservation embedded in
an ISCC request. (To do so, clients have to specify a certain
Extensions
attribute in an ISCC request when initiating an ISCC transaction. See page 70
for the list of ISCC requests.)
The reservation does not currently prevent the reserved objects from receiving direct calls or calls distributed from ACD Queues; agent reservation is intended as a way of synchronizing the operation of several clients. See
RequestReserveAgent
in the Voice Platform SDK 7.6 .NET (or Java) API
Reference for more details on this function from the client’s point of view.
In addition to invoking the TReserveAgent function, you can customize the
Agent Reservation feature by configuring options in the T-Server
Application
32 Framework 7.6
Chapter 1: T-Server Fundamentals Client Connections
object. See “Agent-Reservation Section” on page 203 in the “T-Server
Common Configuration Options” chapter in Part Two for more details.
Client Connections
The number of connections T-Server can accept from its clients depend on the operating system that T-Server runs.
Table 2 illustrates the number of client
connections that T-Server support.
Table 2: Number of T-Server’s Client Connections
Operating System
AIX 32-bit and 64-bit modes
(versions 5.1, 5.2, 5.3)
HP-UX 32-bit and 64-bit modes
(versions 11.0, 11.11, 11i v2)
Linux 32-bit mode
(versions RHEL 3.0, RHEL 4.0)
Solaris 32-bit mode
(versions 2.7, 8, 9)
Solaris 64-bit mode
(versions 2.7, 8, 9, 10)
Tru64 UNIX
(versions 4.0F, 5.1, 5.1B)
Windows Server 2003
Number of Connections
32767
2048
32768
4096
65536
4096
4096
Next Steps
Now that you have gained a general understanding of the roles and features available with T-Servers, you’re ready to learn how T-Servers are installed and configured. That information is presented in the next few chapters of this
Deployment Guide. So unless you are already familiar with T-Server
deployment and operation procedures, continue with Chapter 2, “T-Server
General Deployment,” on page 35 . Otherwise, you may want to jump to Part
Two of this Deployment Guide, where you will find information about your specific T-Server.
T-Server—Deployment Guide 33
Chapter 1: T-Server Fundamentals Next Steps
34 Framework 7.6
Chapter
2
T-Server General
Deployment
This chapter contains general information for the deployment, configuration, and installation of your T-Server. You may have to complete additional configuration and installation steps specific to your T-Server and switch. You will find these steps in Part Two of this document.
z z z z z
This chapter contains these sections:
Wizard Deployment of T-Server, page 41
Manual Deployment of T-Server, page 43
Note:
You must read the Framework 7.6 Deployment Guide before proceeding with this T-Server guide. That book contains information about the Genesys software you must deploy before deploying
T-Server.
Prerequisites
T-Server has a number of prerequisites for deployment. Read through this section before deploying your T-Server.
T-Server—Deployment Guide 35
Chapter 2: T-Server General Deployment Prerequisites
Software Requirements
Framework Components
You can only configure T-Server after you have deployed the Configuration
Layer of Genesys Framework. This layer contains DB Server, Configuration
Server, Configuration Manager, and, at your option, Deployment Wizards. If you intend to monitor or control T-Server through the Management Layer, you must also install and configure components of this Framework layer, such as
Local Control Agent (LCA), Message Server, Solution Control Server (SCS), and Solution Control Interface (SCI), before deploying T-Server.
Refer to the Framework 7.6 Deployment Guide for information about, and deployment instructions for, these Framework components.
Media Layer and LCA
To monitor the status of components in the Media Layer through the
Management Layer, you must load an instance of LCA on every host running
Media Layer components. Without LCA, Management Layer cannot monitor the status of any of these components. If you do not use the Management
Layer, LCA is not required.
Supported Platforms
Refer to the Genesys 7 Supported Operating Systems and Databases white paper for the list of operating systems and database systems supported in
Genesys releases 7.x. You can find this document on the Genesys Technical
Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=B6C52FB62DB42BB229B02755A3D92054&view=item
.
For UNIX-based (UNIX) operating systems, also review the list of patches
Genesys uses for software product builds, and upgrade your patch configuration if necessary. A description of patch configuration is linked to installation read_me.html
files for the Genesys applications that operate on
UNIX, and is available within the installation packages.
Security
Starting with release 7.5, T-Server supports the Genesys Transport Layer
Security (TLS) and can be configured for secure data exchange with the other
Genesys components that support this functionality.
The Genesys TLS is not supported on all operating systems that T-Server itself supports. For information about the supported operating systems, see the
Genesys 7.6 Security Deployment Guide.
36 Framework 7.6
Chapter 2: T-Server General Deployment Prerequisites
Hardware and Network Environment Requirements
Hosting
Genesys recommends that you or your IT specialist assign host computers to
Genesys software before you start Genesys installation. Remember the following restrictions:
•
Do not install all the Genesys server applications on the same host computer.
•
When installing a few server applications on the same host computer, prevent them (except for Configuration Server) from using the swap area.
Installation Privileges
During deployment, be sure to log in with an account that will permit you to perform administrative functions—that is, one that has root privileges.
Server Locations
Refer to the “Network Locations for Framework Components” chapter of the
Framework 7.6 Deployment Guide for recommendations on server locations.
Supported Platforms
Refer to the Genesys Supported Media Interfaces white paper for the list of supported switch and PABX versions. You can find this document on the
Genesys Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
Licensing Requirements
All Genesys software is licensed—that is, it is not shareware. Genesys products are protected through legal license conditions as part of your purchase contract. However, the level of technical license-control enforcement varies across different solutions and components.
Before you begin to install T-Server, remember that, although you may not have had to use technical licenses for your software when you deployed the
Configuration and Management Layers in their basic configurations, this is not the case with the Media Layer.
T-Server requires seat-related DN technical licenses to operate even in its most basic configuration. Without appropriate licenses, you cannot install and start
T-Server. If you have not already done so, Genesys recommends that you install License Manager and configure a license file at this point. For complete
T-Server—Deployment Guide 37
Chapter 2: T-Server General Deployment Prerequisites information on which products require what types of licenses, and on the installation procedure for License Manager, refer to the Genesys 7 Licensing
Guide available on the Genesys Documentation Library CD.
The sections that follow briefly describe the T-Server license types.
Note:
Starting with release 7.2, the licensing requirements for T-Server have changed from previous releases. Please read this section carefully and refer to the Genesys 7 Licensing Guide for complete licensing information.
Licensing Basic Implementations
A stand-alone T-Server serving a single site requires licenses to register all
DNs it monitors. DNs that agents use in day-to-day contact center operations, such as Extensions and ACD Positions, have to be registered using licenses that control agent seats.
Note:
Configure all seat DNs that agents use (Extensions and ACD Positions) in the Configuration Layer. This enables detailed call monitoring through Genesys reporting, and generally allows you to control access to individual DNs.
Licensing HA Implementations
T-Servers operating with the hot standby
redundancy type require a special
CTI HA technical license, which allows for high-availability implementations, in addition to regular T-Server licenses. Neither T-Server in a redundant pair configured for hot standby
starts if this license is unavailable. Moreover, the primary and backup T-Servers must use the same licenses to control the same pool of DNs. If your T-Servers are configured with the hot standby
redundancy type, order licenses for CTI HA support.
Licensing Multi-Site Implementations
T-Servers performing multi-site operations require licenses that allow for such operations, in addition to regular T-Server licenses. If some of your T-Servers are configured for multi-site routing while others are not, either order licenses for multi-site support for all T-Servers or install an additional License Manager to handle the T-Servers involved in multi-site routing.
Note:
You do not need licenses for multi-site support if some T-Server clients include the local location as the location
attribute value in their requests for routing within the same site.
38 Framework 7.6
Chapter 2: T-Server General Deployment Prerequisites
Configuring License Files
You need a license to configure and install Media Layer components. Genesys recommends that, if you have not already done so, at this point you:
1. Install License Manager.
2. Configure license files.
Note:
If you use the
<port>@<server>
format when entering the name of the license server during installation, remember that some operating systems use
@
as a special character. In this case, the installation routine is unable to write license information for T-Server to the Configuration
Layer or the run.sh
file. Therefore, when you use the
<port>@<server> format, you must manually modify the command-line license parameter after installing T-Server.
For information about which products require what types of licenses and for the installation procedure for License Manager, refer to the Genesys 7
Licensing Guide available on the Genesys Documentation Library CD.
About Configuration Options
Configuring T-Server is not a onetime operation. It is something you do at the time of installation and then in an ongoing way to ensure the continued optimal performance of your software. You must enter values for T-Server configuration options in the relevant Wizard screens or on the
Options
tab of your T-Server
Application
object in Configuration Manager. The instructions for configuring and installing T-Server that you see here are only the most rudimentary parts of the process. You must refer extensively to the configuration options chapters located in Part Two of this book. Pay particular attention to the configuration options specific to your own T-Server.
Configuration options common to all T-Servers, independent of switch type,
are described in Chapter 9, “T-Server Common Configuration Options,” on page 195
. Switch-specific configuration options are described in a separate chapter. T-Server also supports unified Genesys log options, as described in the “Common Configuration Options” chapter.
Options that configure values for the TSCP software in your T-Server are common to all T-Servers. Options based on the custom features of your switch apply to your T-Server only. Familiarize yourself with both types of options.
You will want to adjust them to accommodate your production environment and the business rules that you want implemented there.
T-Server—Deployment Guide 39
Chapter 2: T-Server General Deployment Deployment Sequence
Deployment Sequence
Genesys recommends deploying T-Server by using the Media Configuration
Wizard. However, if for some reason you must manually deploy T-Server, you will also find instructions for doing that in this chapter.
The recommended sequence to follow before deploying T-Server is described below. Steps 1 through 3 apply for both Wizard-based and manual deployment.
For Wizard deployment, Steps 4 and 5 take place within the Wizard deployment process itself.
Wizard or Manual
Deployment
Manual
Deployment
Verifying Starting
Parameters
1. Deploy Configuration Layer objects and ensure Configuration Manager is running (see the Framework 7.6 Deployment Guide).
2. Deploy Network objects (such as Host objects).
3. Deploy the Management Layer (see the Framework 7.6 Deployment
Guide).
When manually deploying T-Server, you must continue with the next two steps. If you are deploying T-Server with the Configuration Wizard, the next two steps take place within the Wizard deployment process itself, where you can create and configure all the necessary objects for T-Server deployment.
4. Configure Telephony objects (see “Manual Configuration of Telephony
Switching Offices
Switches
Agent Logins
DNs
5. Deploy the Media Layer:
T-Server (beginning with “Manual Configuration of T-Server” on page 46 ).
HA Proxy for a specific type of T-Server (applicable if you are using the hot standby
redundancy type and your switch requires HA Proxy;
If, during the installation procedure for any of the Genesys applications, the script warns you that Configuration Server is unavailable and that the configuration cannot be updated, continue with the installation. Following the installation, you must complete the information on the
Start Info
tab to ensure that T-Server will run.
When installation is complete, verify the information on the
Start Info
tab to
ensure that T-Server will run. See “Verifying the manual installation of
.
40 Framework 7.6
Chapter 2: T-Server General Deployment Wizard Deployment of T-Server
Wizard Deployment of T-Server
Configuration Wizards facilitate component deployment. T-Server configuration and installation involves many steps, and Genesys strongly recommends that you set up T-Server using the Wizard rather than manually.
T-Server Wizard guides you through a series of steps and options to customize your deployment of T-Server.
Wizard Configuration of T-Server
The first step to take for a Wizard-based configuration is to install and launch
Genesys Wizard Manager. (Refer to the Framework 7.6 Deployment Guide for instructions.) When you first launch Genesys Wizard Manager, it suggests that you set up the Management Layer and then the Framework. The Framework setup begins with configuring and creating the objects related to T-Server, starting with the
Switch
and
Switching Office
objects, and the T-Server’s
Application
object itself.
Note:
With the Wizard, you create your T-Server
Application
object in the course of creating your
Switch
object.
During creation of the
Switch
object, you also have an opportunity to run the
Log Wizard to set up T-Server logging. Then, you can specify values for the most important T-Server options. Finally, you can create contact center objects related to T-Server, such as
DN s,
Agent Login s, and some others.
Note:
During configuration of a
Switch
object, the Wizard prompts you to copy a T-Server installation package to an assigned computer. After that package is copied to the destination directory on the T-Server host, complete the last steps of the T-Server configuration. Then, install
T-Server on its host.
After you complete the Framework configuration, the Genesys Wizard
Manager screen no longer prompts you to set up the Framework. Instead, it suggests that you set up your solutions or add various contact center objects to the Framework configuration, including the
Switch, DNs
and
Places, Agent
Logins, Agent Groups, Place Groups
, and, in a multi-tenant environment, a
Tenant. In each case, click the link for the object you wish to create. Again, you create a new T-Server
Application
object in the course of creating a new
Switch
object.
T-Server—Deployment Guide 41
Chapter 2: T-Server General Deployment Wizard Deployment of T-Server
Wizard Installation of T-Server
After creating and configuring your T-Server and its related components with the Wizard, you proceed to T-Server installation. That installation process closely mimics that of previously installed components.
Note:
Certain Wizard-related procedures are not described in this document.
Refer to the Framework 7.6 Deployment Guide for general instructions.
Warning!
Genesys does not recommend installation of its components via a
Microsoft Remote Desktop connection. The installation should be performed locally.
Procedure:
Installing T-Server on UNIX using Wizard
Start of procedure
1. In the directory to which the T-Server installation package was copied during Wizard configuration, locate a shell script called install.sh.
2. Run this script from the command prompt by typing sh
and the file name.
For example: sh install.sh.
3. When prompted, confirm the host name of the computer on which
T-Server is to be installed.
4. When prompted, confirm the application name of the T-Server that is to be installed.
5. Specify the destination directory into which T-Server is to be installed, with the full path to it.
6. If asked which version of the product to install, the 32-bit or the 64-bit, choose the one appropriate to your environment.
7. Specify the license information that T-Server is to use.
8. As soon as the installation process is finished, a message appears announcing that installation was successful. The process places T-Server in the directory with the name specified during the installation.
End of procedure
Next Steps
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 117 , and try it out.
42 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 51
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 63 .
Procedure:
Installing T-Server on Windows using Wizard
Start of procedure
1. Open the directory to which the T-Server installation package was copied during Wizard configuration.
2. Locate and double-click
Setup.exe
to start the installation. The
Welcome screen launches.
3. When prompted, specify the connection parameters to the Configuration
Server associated with this T-Server.
4. Identify the T-Server
Application
object in the Configuration Layer to be used by this T-Server.
5. Specify the license information that T-Server is to use.
6. Specify the destination directory into which T-Server is to be installed.
7. Click
Install
to begin the installation.
8. Click
Finish
to complete the installation.
By default, T-Server is installed as a Genesys service (Windows
Services) with
Automatic
startup type.
End of procedure
Next Steps
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 117 , and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 51
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 63 .
Manual Deployment of T-Server
Deploying T-Server manually requires that you configure a number of different objects in the Configuration Layer prior to setting up your T-Server
T-Server—Deployment Guide 43
Chapter 2: T-Server General Deployment Manual Deployment of T-Server objects and then install T-Server. This section describes the manual deployment process.
Manual Configuration of Telephony Objects
This section describes how to manually configure T-Server Telephony objects if you are using Configuration Manager.
Recommendations
Genesys recommends registering (configuring) only those entities you plan to use in the current configuration. The more data there is in the Configuration
Database, the longer it takes for the CTI setup to start, and the longer it will take to process configuration data. Remember that adding configuration objects to the Genesys Configuration Database does not cause any interruption in contact center operation.
Depending on how much work is required to manually configure all applications and objects, consider registering more
Person
objects first, with a set of privileges that lets them perform configuration tasks.
Switching Offices
Your telephony network may contain many switching offices, but you should only configure those that are involved with customer interactions.
Using Configuration Manager, be sure to register a
Switching Office object that accommodates your
Switch
object under
Environment.
Until you have done this, you cannot register a
Switch
object under
Resources
(single-tenant environment) or a
Tenant
(multi-tenant environment).
Note:
The value for the switching office name must not have spaces in it.
Switches
1. Configure a
Switch
object for each switch on your telephony network.
Assign each
Switch
object to the appropriate
T-Server object.
2. If implementing the multi-site configuration, specify access codes for all switches on the network so that the call-processing applications can route and transfer calls between switches.
Two types of access codes exist in a Genesys configuration:
Default access codes that specify how to reach this switch from any other switch in the Genesys environment.
44 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Switch-to-switch access codes that specify how to reach a particular switch from any other switch. Use this type when either a nondefault dial number or routing type is required between any two locations.
When a switch-to-switch access code is configured, its value has a higher priority than that of a default access code.
See Chapter 4, “Multi-Site Support,” on page 63
, for step-by-step instructions.
Note:
When the numbering plan uses unique directory number (DN) assignment across sites and multi-site routing is not used, you do not have to configure access codes.
DNs and Agent Logins
Note:
Starting with release 7.2, the requirements for configuring DNs in the
Configuration Layer have changed. Refer to Part Two of this guide for information about the requirements on configuring specific DN types for your T-Server.
For each T-Server for which you are configuring DNs, you must configure all
DNs that agents and their supervisors use in day-to-day contact center operation—so-called seat-related DNs—such as Extensions and ACD
Positions. Otherwise, T-Server does not register such DNs.
1. To configure Telephony objects within each switch, consult the switch documentation. Information specific to your T-Server in Part Two of this document contains tables that indicate how to set DN types in the Genesys
Configuration Database depending on the switch DN types and configuration.
2. Check the numbering plan for different types of DNs, to see if you can save time by registering Ranges of DNs. Usually, DNs of the same type have consecutive numbers, which will make an otherwise tedious configuration task easy.
Agent Login
objects almost always have consecutive numbers, which means you can register them through the
Range of Agent Logins feature as well.
3. If you plan to use Virtual Queues and Virtual Routing Points in the contact center operation, Genesys recommends registering them after you have outlined the call-processing algorithms and identified your reporting needs.
Note:
Remember that CTI applications, not the switch, generate telephony events for DNs of these types.
T-Server—Deployment Guide 45
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Warning!
DNs with the
Register
flag set to false
may not be processed at
T-Server startup; therefore, associations on the switch will be created only when T-Server client applications require DN registration.
Multi-Site Operations
See the section, “Configuring Multi-Site Support” on page 103 , for
information on setting up DNs for multi-site operations.
Manual Configuration of T-Server
Note:
Use the Framework 7.6 Deployment Guide to prepare accurate configuration information. You may also want to consult
Configuration Manager Help, which contains detailed information about configuring objects.
Recommendations
Genesys recommends using an Application Template when you are configuring your T-Server application. The Application Template for your particular T-Server contains the most important configuration options set to the values recommended for the majority of environments. When modifying configuration options for your T-Server application later in the process, you can change the values inherited from the template rather than create all the options by yourself.
Procedure:
Configuring T-Server manually
Start of procedure
1. Follow the standard procedure for configuring all
Application
objects to begin configuring your T-Server
Application
object. Refer to the
Framework 7.6 Deployment Guide for instructions.
2. In a
Multi-Tenant
environment, specify the
Tenant
to which this T-Server belongs on the
General
tab of the
Properties
dialog box.
3. On the
Connections
tab:
Add all Genesys applications to which T-Server must connect.
46 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Note:
For multi-site deployments you should also specify T-Server connections on the
Connections tab for any T-Servers that may transfer calls directly to each other.
4. On the
Options
tab, specify values for configuration options as appropriate for your environment.
Note:
For T-Server option descriptions, see Part Two of this document.
The configuration options common to all T-Servers are described in the “T-Server Common Configuration Options” chapter. The switch-specific configuration options are described in a separate chapter. T-Server also uses common Genesys log options, described in the “Common Configuration Options” chapter.
5. In a multi-site environment, you must complete additional T-Server
configuration steps to support multi-site operations; see Chapter 4, “Multi-
.
End of procedure
Next Steps
•
See “Manual Installation of T-Server” on page 48
.
Procedure:
Configuring multiple ports
Purpose: To configure multiple ports in T-Server for its client connections.
Start of procedure
1. Open the T-Server
Application Properties
dialog box.
2. Click the
Server Info
tab.
3. In the
Ports
section, click
Add Port
.
4. In the
Port Properties
dialog box, on the
Port Info
tab:
a. In the
Port ID
text box, enter the port ID.
b. In the
Communication Port
text box, enter the number of the new port.
c. In the
Connection Protocol box, select the connection protocol, if necessary.
d. Select the
Listening Mode option.
T-Server—Deployment Guide 47
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
Note:
For more information on configuring secure connections between
Framework components, see Genesys 7.6 Security Deployment
Guide.
e. Click
OK
.
5. Click
OK
to save the new configuration.
End of procedure
Manual Installation of T-Server
The following directories on the Genesys 7.6 Media product CD contain
T-Server installation packages:
•
media_layer/<switch>/<platform>
for UNIX installations, where
<switch> is your switch name and
<platform>
is your operating system.
•
media_layer\<switch>\windows
for Windows installations, where
<switch> is your switch name.
Procedure:
Installing T-Server on UNIX manually
Note:
During installation on UNIX, all files are copied into the directory you specify. No additional directories are created within this directory.
Therefore, do not install different products into the same directory.
Start of procedure
1. In the directory to which the T-Server installation package was copied, locate a shell script called install.sh.
2. Run this script from the command prompt by typing sh
and the file name.
For example: sh install.sh.
3. When prompted, confirm the host name of the computer on which
T-Server is to be installed.
4. When prompted, specify the host and port of Configuration Server.
5. When prompted, enter the user name and password to access Configuration
Server.
6. When prompted, select the T-Server application you configured in
“Configuring T-Server manually” on page 46 from the list of applications.
7. Specify the destination directory into which T-Server is to be installed, with the full path to it.
48 Framework 7.6
Chapter 2: T-Server General Deployment Manual Deployment of T-Server
8. If asked which version of the product to install, the 32-bit or the 64-bit, choose the one appropriate to your environment.
9. Specify the license information that T-Server is to use: either the full path to, and the name of, the license file, or the license server parameters.
10. As soon as the installation process is finished, a message appears announcing that installation was successful. The process places T-Server in the directory with the name specified during the installation.
End of procedure
Next Steps
•
To verify manual installation, go to “Verifying the manual installation of
.
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 117 , and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 51
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 63 .
Procedure:
Installing T-Server on Windows manually
Start of procedure
1. In the directory to which the T-Server installation package was copied, locate and double-click
Setup.exe
to start the installation.
2. When prompted, specify the connection parameters to the Configuration
Server associated with this T-Server.
3. When prompted, select the T-Server
Application
you configured in
“Configuring T-Server manually” on page 46 from the list of applications.
4. Specify the license information that T-Server is to use: either the full path to, and the name of, the license file, or the license server parameters.
5. Specify the destination directory into which T-Server is to be installed.
6. Click
Install
to begin the installation.
7. Click
Finish
to complete the installation.
By default, T-Server is installed as a Genesys service (Windows
Services) with
Automatic
startup type.
End of procedure
T-Server—Deployment Guide 49
Chapter 2: T-Server General Deployment Next Steps
Next Steps
•
To verify manual installation, go to “Verifying the manual installation of
.
•
To test your configuration and installation, go to Chapter 5, “Start and Stop
T-Server Components,” on page 117 , and try it out.
•
To configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 51
.
•
To install T-Servers for a multi-site environment, proceed to Chapter 4,
“Multi-Site Support,” on page 63 .
Procedure:
Verifying the manual installation of T-Server
Purpose: To verify the completeness of the manual installation of T-Server to ensure that T-Server will run.
Prerequisites
•
Installing T-Server on UNIX manually, page 48
•
Installing T-Server on Windows manually, page 49
Start of procedure
1. Open the
Properties
dialog box for a corresponding
Application
object in
Configuration Manager.
2. Verify that the
State Enabled
check box on the
General
tab is selected.
3. Verify that the
Working Directory, command-line,
and
Command-Line
Arguments
are specified correctly on the
Start Info
tab.
4. Click
Apply
and
OK
to save any configuration updates.
End of procedure
Next Steps
At this point, you have either used the Wizard to configure and install
T-Server, or you have done it manually, using Configuration Manager. In either
case, if you want to test your configuration and installation, go to Chapter 5,
“Start and Stop T-Server Components,” on page 117 , and try it out. Otherwise,
if you want to configure and install redundant T-Servers, see Chapter 3, “High-
Availability Deployment,” on page 51
. If you want to install T-Servers for a
multi-site environment, proceed to Chapter 4, “Multi-Site Support,” on page 63 .
50 Framework 7.6
Chapter
3
High-Availability
Deployment
This chapter describes the general steps for setting up a high-availability (HA) environment for your T-Server. The high-availability architecture implies the existence of redundant applications, a primary and a backup. These are monitored by a management application so that, if one application fails, the other can take over its operations without any significant loss of contact center data.
Every switch/T-Server combination offers different high-availability options.
The Framework Management Layer currently supports two types of redundant configurations: warm standby
and hot standby
. All T-Servers offer the warm standby
redundancy type and, starting with release 7.1, the hot standby redundancy type is implemented in T-Servers for most types of switches. Some
T-Servers support a switch’s ability to provide two CTI links to two T-Servers or even one CTI link to two T-Servers. Other T-Servers require Genesys’s HA
Proxy in order to support the hot standby
on your T-Server. z z z z z z
This chapter describes the redundant architecture and how to configure
T-Server so that it operates with either type. Information in this chapter is divided into the following sections:
Warm Standby Redundancy Type, page 52
Hot Standby Redundancy Type, page 53
Warm Standby Deployment, page 56
Hot Standby Deployment, page 58
T-Server—Deployment Guide 51
Chapter 3: High-Availability Deployment Warm Standby Redundancy Type
Warm Standby Redundancy Type
Genesys uses the expression warm standby to describe the redundancy type in which a backup server application remains initialized and ready to take over the operations of the primary server. The warm standby
redundancy type reduces to a minimum the inability to process interactions that may have originated during the time it took to detect the failure. It also eliminates the need to bring a standby server online, thereby increasing solution availability.
Warm Standby Redundancy Architecture
warm standby
architecture. The standby server recognizes its role as a backup and does not process client requests until the
Management Layer changes its role to primary. When a connection is broken between the primary server and the Local Control Agent (LCA, not shown in the diagram) running on the same host, a failure of the primary process is reported, and the switchover occurs; or, if the host on which the T-Server is running fails, the switchover also occurs. (See the Framework 7.6 Deployment
Guide for information on LCA.) As a result:
1. The Management Layer instructs the standby process to change its role from backup to primary.
2. A client application reconnects to the new primary.
3. The new primary (former backup) starts processing all new requests for service.
Legend:
Runtime Connection to CTI Link
Runtime Connection to Management
Layer
Runtime Client Connection
Runtime Connection to Backup
T-Server 1
(Primary)
Management Layer
Client
Application
T-Server 2
(Backup)
CTI Gate to Switching
Hardware
Figure 5: Warm Standby Redundancy Architecture
52 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
Although normal operations are restored as soon as the backup process takes over, the fault management effort continues. That effort consists of repeated attempts to restart the process that failed. Once successfully restarted, the process is assigned the backup role.
Note:
You can find full details on the role of the Management Layer in redundant configurations in the Framework 7.6 Deployment Guide.
Hot Standby Redundancy Type
Genesys uses the expression hot standby to describe the redundancy type in which a backup server application remains initialized, clients connect to both the primary and backup servers at startup, and the backup server data is synchronized from the primary server. Data synchronization and existing client connections to the backup guarantee higher availability of a component. (See
.)
Starting with release 7.1, the hot standby
redundancy type is implemented in
T-Servers for most types of switches. However, for some switches, you must compensate for the lack of link redundancy by using an additional Genesys component called HA Proxy.
Note:
Although most of T-Servers support hot standby
(for which the documentation appears in this guide), IVR Server does not support this feature.
Hot Standby Redundancy Architecture
Figure 6 illustrates the switch-independent side of a
hot standby implementation. Here, T-Servers start simultaneously and connect to the switch. At T-Server startup, the Management Layer assigns the role of the primary server to T-Server 1, and the role of backup to T-Server 2. T-Server clients register with both T-Servers, but only the primary T-Server handles client requests other than the registration requests. The internal T-Server information, such as a DN status,
ConnID
,
UserData
, and
Call Type
, is synchronized between the primary and backup T-Servers. Therefore, the backup T-Server has the same information as the primary T-Server.
If T-Server 1 fails, the Management Layer makes T-Server 2 the new primary server, and it starts processing client requests. The Management Layer attempts to restart T-Server 1, and if it is successful, it makes T-Server 1 the new backup server.
The details of hot standby
redundancy implementation between T-Servers and their switches vary depending on switch support for multiple CTI links. If your
T-Server—Deployment Guide 53
Chapter 3: High-Availability Deployment Hot Standby Redundancy Type
T-Server supports hot standby
(see Table 1 on page 30 ), refer to Part Two for
detailed information on the available hot standby
schema.
Legend:
Runtime Connection to Primary
Runtime Connection to Management
Layer
Runtime Connection to CTI Link
Runtime Connection to Backup
Data Synchronization
T-Server 1
(Primary)
Management Layer
Client
Application
T-Server 2
(Backup)
CTI Gate to Switching
Hardware
Figure 6: Hot Standby Redundancy Architecture
Benefits of Hot Standby Redundancy
The
hot standby
redundancy type provides the following benefits over the warm standby
type:
•
Using hot standby
ensures the processing of interactions in progress if a failure occurs. After the primary T-Server (T-Server 1) fails, T-Server 2 handles all new interactions and takes over the processing of interactions that are currently in progress.
•
T-Servers perform one-way (from primary to backup) synchronization of call-associated data, including, but not limited to:
Connection IDs.
Attached user data.
Inter Server Call Control (ISCC; formerly called External Routing) call references to another site in a multi-site environment (to support the
ISCC/COF feature).
Note:
Refer to “ISCC Call Data Transfer Service” on page 65
for ISCC feature descriptions.
•
Allocation of ISCC-controlled resources.
54 Framework 7.6
Chapter 3: High-Availability Deployment Prerequisites
•
When mirrored links are not available, HA Proxy helps T-Server synchronize the current states of agents, calls, parties, and devices between the primary and backup T-Servers.
However, keep the following hot standby
limitations in mind:
•
Client requests sent during the failure and switchover may be lost.
•
Routing requests sent by the switch during the failure and switchover may be lost.
•
T-Server does not synchronize interactions that begin before it starts.
•
Some T-Library events might be duplicated or lost.
•
Reference IDs from client requests can be lost in events.
Prerequisites
This section presents basic requirements and recommendations for configuring and using redundant T-Servers.
Requirements
You must install the Management Layer if you are installing redundant
T-Server applications. In particular, install Local Control Agent (LCA) on each computer that runs T-Server.
Warning!
Genesys strongly recommends that you install the backup and primary T-Servers on different host computers.
Synchronization Between Redundant T-Servers
When T-Servers operate in a high-availability environment, the backup
T-Server must be ready to take on the primary role when required. For this purpose, both T-Servers must be running and must have the same information.
When you configure redundant T-Servers to operate with the hot standby
type, the primary T-Server uses the connection to the backup to deliver synchronization updates. Genesys recommends that you enable the Advanced
Disconnect Detection Protocol (ADDP), described in Chapter 2, for this connection. Do so using the configuration options in the “Backup-
Synchronization Section” section. Refer to the “T-Server Common
Configuration Options” chapter for option descriptions.
T-Server—Deployment Guide 55
Chapter 3: High-Availability Deployment Warm Standby Deployment
Configuration Warnings
When configuring T-Servers to support either the warm standby
or hot standby redundancy type, remember:
1. When at least one of the two T-Servers that operate in a redundant mode is running, do not change a redundancy type, host, or port in either T-Server configuration.
2. When both the primary and backup T-Servers are running, do not remove the backup T-Server
Application
object from the configuration.
You are responsible for the option synchronization in the configuration of the primary and backup T-Servers; Configuration Server does not synchronize either options or their values in different T-Server
Application
objects. That is, you must configure both T-Servers to have the same options with the same values. If you change a value in one T-Server configuration, you must change it in the other T-Server configuration manually. The log options in the primary
T-Server can differ from those in the backup T-Server configuration. The link configuration options in the primary T-Server can also differ from those in the backup T-Server configuration.
Warm Standby Deployment
This section describes how to configure redundant T-Servers to work with the warm standby
redundancy type, including details on their connections and settings.
General Order of Deployment
Wizard
Deployment
Manual
Deployment
The general guidelines for T-Server warm standby
configuration are:
•
If you used wizards to configure T-Servers and selected the warm standby redundancy type, no additional configuration is required for your
T-Servers.
•
If you did not use wizards to configure T-Servers:
a. Manually configure two T-Server
Application
objects as described in
“Manual Configuration of T-Server” on page 46 .
b. Make sure the
Switch
object is configured for the switch these
T-Servers should serve, as described in “Manual Configuration of
.
c. Modify the configuration of the primary and backup T-Servers as instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are
).
56 Framework 7.6
Chapter 3: High-Availability Deployment Warm Standby Deployment
Manual Modification of T-Servers for Warm Standby
Modify the configuration of both the primary and backup T-Server
Application
objects as described in the following sections.
Note:
Starting with release 7.5, you can configure multiple ports for any application of type server
. When multiple ports are configured for a server in a warm standby
redundancy pair, the number of ports, their
Port IDs,
and the
Listening Mode
settings of the primary and backup servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for warm standby
Start of procedure
1. Stop both the primary and backup T-Servers if they are already running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a primary server.
4. Click the
Switches
tab.
5. Ensure that it specifies the Switch that this T-Server
Application
should serve. If necessary, select the correct
Switch
using the
Browse
button.
6. Click
Apply
to save the configuration changes.
7. Click the
Server Info
tab.
8. Specify the T-Server
Application
you want to use as the backup server.
Use the
Browse
button next to the
Backup Server
field to locate the backup
T-Server
Application
object.
9. Select
Warm Standby
as the
Redundancy Type
.
10. Click
Apply
to save the configuration changes.
11. Click the
Start Info
tab.
12. Select
Auto-Restart
.
13. Click
Apply
and
OK
to save the configuration changes.
End of procedure
Next Steps
•
Modifying the backup T-Server configuration for warm standby, page 58
T-Server—Deployment Guide 57
Chapter 3: High-Availability Deployment Hot Standby Deployment
Procedure:
Modifying the backup T-Server configuration for warm standby
Start of procedure
1. Make sure the two T-Servers are not running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a backup server.
4. Click the
Switches
tab.
5. Using the
Browse
button, select the same
Switch
object you associated with the primary T-Server
Application
object.
6. Click
Apply
to save the configuration changes.
7. Click the
Start Info
tab.
8. Select
Auto-Restart.
9. Click
Apply
and
OK
to save the configuration changes.
End of procedure
Warm Standby Installation of Redundant T-Servers
The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow the instructions in “Manual Installation of T-Server” on page 48
for both installations.
Hot Standby Deployment
This section describes how to configure redundant T-Servers to work with the hot standby
redundancy type, including details on their connections and settings.
General Order of Deployment
Wizard
Deployment
The general guidelines for T-Server hot standby
configuration are:
•
If you used wizards to configure T-Servers and selected the hot standby redundancy type, no additional configuration is required for your
T-Servers.
58 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Deployment
Manual
Deployment
•
If you did not use wizards to configure T-Servers:
a. Manually configure two T-Server
Applications
objects as described in
“Configuring T-Server manually” on page 46 .
b. Make sure the
Switch
object is configured for the switch these
T-Servers should serve, as described in “Manual Configuration of
Telephony Objects” on page 44 .
c. Modify the configuration of the primary and backup T-Servers as instructed in the following sections.
After completing the configuration steps, ensure that both T-Servers are
).
summarizes hot standby
redundancy support in various
T-Servers. For detailed, up-to-date information on the subject, see the Genesys
7 Supported Media Interfaces white paper located on the Technical Support website at http://genesyslab.com/support/dl/retrieve/ default.asp?item=A9CB309AF4DEB8127C5640A3C32445A7&view=item
.
Manual Modification of T-Servers for Hot Standby
Modify the configuration of both the primary and backup T-Server
Application
objects for hot standby
redundancy as described in the following sections.
Note:
Starting with release 7.5, you can configure multiple ports for any application of type server
. When multiple ports are configured for a server in a hot standby
redundancy pair, the number of ports, their
Port IDs,
and the
Listening Mode
settings of the primary and backup servers must match respectively.
Procedure:
Modifying the primary T-Server configuration for hot standby
Start of procedure
1. Stop both primary and backup T-Servers if they are already running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a primary server.
4. Click the
Switches
tab.
5. Ensure that it specifies the
Switch
that this T-Server
Application
should serve. If necessary, select the correct
Switch
using the
Browse
button.
T-Server—Deployment Guide 59
Chapter 3: High-Availability Deployment Hot Standby Deployment
6. Click
Apply
to save the configuration changes.
7. Click the
Server Info
tab.
8.
In the
Ports
section, select the port to which the backup server will connect for HA data synchronization and click
Edit Port
.
Note:
For information on adding multiple ports, see “Configuring multiple ports” on page 47
.
a. In the
Port Properties
dialog box, on the
Port Info
tab, select the
HA sync
check box.
b. Click
OK.
Note:
If the
HA sync
check box is not selected, the backup T-Server will connect to the default port of the primary T-Server.
9. Specify the T-Server
Application
you want to use as the backup server.
Use the
Browse
button next to the
Backup Server
field to locate the backup
T-Server
Application
object.
10. Select
Hot Standby
as the
Redundancy Type
.
11. Click
Apply
to save the configuration changes.
12. Click the
Start Info
tab.
13. Select
Auto-Restart
.
14. Click
Apply
to save the configuration changes.
15. To enable ADDP between the primary and backup T-Servers, click the
Options
tab. Open or create the backup-sync
section and configure corresponding options.
Note:
For a list of options and valid values, see the “Backup-
Synchronization Section” section of “T-Server Common
Configuration Options” chapter in Part Two of this document.
16. Click
Apply
and
OK
to save the configuration changes.
End of procedure
Next Steps
•
Modifying the backup T-Server configuration for hot standby, page 61
60 Framework 7.6
Chapter 3: High-Availability Deployment Hot Standby Deployment
Procedure:
Modifying the backup T-Server configuration for hot standby
Start of procedure
1. Make sure the two T-Servers are not running.
2. Open the Configuration Manager main window.
3. Open the
Properties
dialog box of the
Application
object for the T-Server that you want to configure as a backup server.
4. Click the
Switches
tab.
5. Using the
Browse
button, select the same
Switch
object you associated with the primary T-Server
Application
.
6. Click the
Server Info
tab.
7.
In the
Ports
section, select the port to which the primary server will connect for HA data synchronization and click
Edit Port
.
Note:
For information on adding multiple ports, see “Configuring multiple ports” on page 47
.
a. In the
Port Properties
dialog box, on the
Port Info
tab, select the
HA sync
check box.
b. Click
OK.
Note:
If the
HA sync
check box is not selected, the primary T-Server will connect to the default port of the backup T-Server.
8. Click
Apply
to save the configuration changes.
9. Click the
Start Info
tab.
10. Select
Auto-Restart
.
11. Click the
Options
tab.
12. Modify the values for all necessary configuration options. Genesys recommends that you set all configuration options for the backup T-Server to the same values as for the primary T-Server; the only exceptions are the log options and the server-id
option.
13. Click
Apply
and
OK
to save the configuration changes.
End of procedure
T-Server—Deployment Guide 61
Chapter 3: High-Availability Deployment Next Steps
Hot Standby Installation of Redundant T-Servers
The installation of a redundant T-Server is the same as that for the stand-alone
T-Server. If you have not installed the primary and backup T-Servers yet,
follow instructions in “Manual Installation of T-Server” on page 48 for both
installations.
Next Steps
At this point, you have learned how to configure and install redundant
Chapter 4, “Multi-Site Support,” on page 63
, for more possibilities.
62 Framework 7.6
Chapter
4
Multi-Site Support
This chapter contains general information about multi-site environments, as well as information on deploying a multi-site environment for your T-Server. z z z z z z z z z
This chapter is divided into the following sections:
Multi-Site Fundamentals, page 64
ISCC Call Data Transfer Service, page 65
Number Translation Feature, page 87
Network Attended Transfer/Conference Feature, page 95
Event Propagation Feature, page 97
ISCC Transaction Monitoring Feature, page 102
Configuring Multi-Site Support, page 103
Note:
Each switch/T-Server combination offers different multi-site options.
For details describing your specific switch/T-Server environment, refer
to Chapter 9, “T-Server Common Configuration Options,” on page 195
.
The following instructions apply to both local and remote switches and
T-Servers. Because different vendor switches can be installed at the local and remote locations, this chapter covers several, but not all, possible configurations. To help determine which sections of this chapter apply to your
situation, refer to Table 3 on page 79
.
For more information on your specific switch/T-Server environment, refer to the multi-site topics in Part Two of this guide.
T-Server—Deployment Guide 63
Chapter 4: Multi-Site Support Multi-Site Fundamentals
Multi-Site Fundamentals
A multi-site configuration has two or more switches that belong to the same enterprise or service provider and that share the Genesys Configuration
Database. (In some cases, this may include isolated partitions on a given switch served by different T-Servers.) The main goal of T-Server support for multi-site operations is to maintain critical information about a call as it travels from one switch to another.
T-Server supports multi-site operations using its Inter Server Call Control
(ISCC; formerly called External Routing), which supports the following functions:
•
Call matching—To link instances of a call distributed across multiple sites and to re-attach essential data associated with the call (
ConnID
,
UserData
, call history). The following T-Server features support this capability:
ISCC Call Data Transfer Service (active external routing)—when requested by a T-Server client by specifying the desired destination in the location
parameter, and also with various ISCC strategies performed by direct dial or by using the Transfer Connect Service. See
“ISCC Transaction Types” on page 70
Inter Server Call Control/Call Overflow (ISCC/COF) feature (passive external routing)—applicable when calls are overflowed to another site
either directly or manually (see page 83
).
Number Translation feature (see
Network Attended Transfer/Conference (NAT/C) feature (see
).
Note:
When ISCC detects call instance reappearance on a given site, the call is assigned a unique
ConnID
and the user data is synchronized with the previous call instances. This ensures that
ConnID s assigned to different instances of the same call on a given site are unique.
•
Call data synchronization between associated call instances (ISCC
Event Propagation)—To provide the most current data to call instances residing on remote T-Servers. The following T-Server features support this capability:
User Data propagation (see page 97
)
Party Events propagation (see page 99
)
Note:
ISCC automatically detects topology loops and prevents continuous updates.
64 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note:
In distributed networks, Genesys recommends using call flows that prevent multiple reappearances of the same call instance, and call topology loops. This approach ensures that all T-Servers involved with the call report the same
ConnID
, and also optimizes telephony trunk allocation (that is, it prevents trunk tromboning).
The T-Server configuration contains information about other T-Servers with which it will communicate. T-Server uses this information to connect with the other T-Servers. During this “handshake” process, T-Servers exchange information about the following parameters:
•
Protocol type
•
Switch type
•
Server name
•
Location name (switch name)
•
T-Server role (primary or backup)
To complete the handshake process, T-Servers exchange messages about the current condition of the links to their switches. After the handshake process is complete, T-Server is ready to support a multi-site operation.
ISCC Call Data Transfer Service
Because ISCC supports active external routing, T-Servers that serve different switches (usually on different sites) can exchange call data when a call is passed from one switch to another. With this functionality, T-Server provides its clients with the following additional information about each call received from another switch:
•
The
ConnID
of the call
•
Updates to user data attached to the call at the previous site
•
Call history
Note:
Load-sharing IVR Servers and Network T-Servers cannot be designated as the destination location for ISCC.
Figure 7 shows the steps that occur during a typical external routing (ISCC)
transaction. Note that the location where a call is initially processed is called the origination location, and the location to which the call is passed is called the destination location.
T-Server—Deployment Guide 65
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Origination
Location
Origination Switch
6. Call
Passing
5. Telephony
Request to Move
Call to Destination
Location
1. T-Library
Request for ISCC routing
T-Server w/
ISCC feature
10. EventRemote-
Connection-
Success/Failure
T-Server Client
2. Routing Service
Availability Request
4. Routing Service
Availability Response
Destination Switch
9. Processing
Result Notification
7. Alerting Event
Processing
Destination
Location
3. Routing Service
Availability Check
T-Server w/
ISCC feature
8. Call Arrival
Processing
Figure 7: Steps in the ISCC Process
ISCC Call Flow
The following section identifies the steps (shown in
an ISCC transfer of a call.
Step 1
A client connected to the T-Server at the origination location requests this
T-Server to pass a call with call data to another location. For this purpose, the client must specify the location
parameter (Attribute
Location
) when calling a corresponding T-Library function. ISCC processes the following T-Library requests:
•
TInitiateConference
•
TInitiateTransfer
•
TMakeCall
•
TMuteTransfer
•
TRouteCall
•
TSingleStepTransfer
Step 2
Upon receiving a client’s request, the origination T-Server checks that the:
1. Connection to the destination T-Server is configured in the origination
T-Server
Properties
dialog box.
2. The connection to the destination T-Server is active.
3. The destination T-Server is connected to its link.
66 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
4. The origination T-Server is connected to its link.
If these four conditions are met, the origination T-Server determines the transaction type that will be used for passing call data to another location in this transaction. The following possibilities exist:
•
The client can request what ISCC transaction type (or simply transaction
type) to use by specifying an appropriate key-value pair in the
Extensions attribute of the request. The key-value pair must have a key equal to isccxaction-type
and either an integer value as specified in the
TXRouteType enumeration (see the Voice Platform SDK 7.6 .NET (or Java) API
Reference) or a string value equal to one of the following: default
, route
, direct
(or direct-callid
), direct-network-callid
, direct-notoken
, direct-ani
, direct-uui
, direct-digits
, reroute
, dnis-pool
, pullback
, or route-uui
.
•
If the client does not specify the transaction type in the request or specifies the default
transaction type, T-Server checks the Switch configuration for the transaction type configured in the
Access Code
(or
Default Access
Code
) properties:
If the
Route Type
property of the
Access Code
is set to any value other than default
, T-Server uses the specified value as the transaction type.
If the
Route Type
property of the
Access Code
is set to the default
value, T-Server uses the first value from the list specified in the casttype
configuration option configured for the destination T-Server. If no value has been specified for the
option, the default value of route
is used as the transaction type.
Note:
See “Switches and Access Codes” on page 104 for more
information on Access Codes and Default Access Codes.
After the origination T-Server determines the requested transaction type, it determines if the destination T-Server supports this transaction type.
You must list the transaction types T-Server supports in the
configuration option.
The origination T-Server issues a request for routing service availability and sends it to the destination T-Server. The T-Server request contains data that should be passed along with the call to the destination location. This data includes the transaction type,
ConnID
,
UserData,
and
CallHistory.
The timer specified by the
configuration option is set when the
origination T-Server sends the request. If either the specified timeout expires or the call is abandoned before the origination T-Server receives a response from the destination T-Server, the operation is considered failed. In this scenario, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for routing service.
2. Sends
EventError
to the client that requested the service.
T-Server—Deployment Guide 67
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
3. Deletes information about the request.
Step 3
The destination T-Server receives the request for routing service availability and checks the requested type of routing. Depending on the ISCC transaction type, it stores the request information and, when appropriate, allocates access resources for the coming call. For example, an External Routing Point is allocated when the transaction type is route
, and a DNIS number is allocated when the transaction type is dnis-pool
.
Note:
The
and
configuration options determine how resources are allocated. Refer to
Chapter 9, “T-Server Common Configuration Options,” on page 195
for option descriptions.
If resources are unavailable, the request is queued at the destination location until a resource is free or the origination T-Server cancels the request. If the request is canceled, the destination T-Server deletes all information about the request.
If resources are unavailable because of incorrect configuration, the destination
T-Server returns an error event to the origination T-Server.
Step 4
If resources are available, the destination T-Server generates a positive response and the timer is started for the interval specified by the
configuration option of the destination T-Server.
Step 5
If the origination T-Server receives a negative response, it sends an
EventError message to the client and clears all data about the request.
If the origination T-Server receives the confirmation about routing service availability, it processes the client’s request and sends a corresponding message to the switch. The timer on the origination T-Server is also started for
the interval specified by the timeout
configuration option of the destination
T-Server.
Step 6
The origination switch processes the T-Server request and passes the call to the destination switch.
Step 7
If the call arrives at the destination switch, the switch generates an alerting event.
68 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
The destination T-Server waits for the call no longer than the interval specified by the timeout configured on the destination T-Server. If the call is not received at the destination location within this interval, the destination
T-Server issues a failure notification to the origination T-Server, deletes all data about the request, and, when appropriate, frees the resources previously allocated for the request.
If either the specified timeout expires or the call is abandoned before the origination T-Server receives a response from the destination T-Server, the operation is considered failed. In this case, the origination T-Server:
1. Generates a request to the destination T-Server to cancel the request for routing service.
2. Responds to the client that requested the service in one of the following ways:
If the origination T-Server has already sent a response to the request the client sent in Step 1, the origination T-Server supplements its response with
EventRemoteConnectionFailed
.
If the origination T-Server has not yet sent a response to the client, the origination T-Server sends
EventError
.
3. Deletes information about the request.
Step 8
If the destination T-Server matches the arrived call, it updates the
ConnID
,
UserData,
and
CallHistory
attributes with the data received in the request for routing service availability. The connection ID is updated as follows:
The arrived call is assigned the
ConnID
that is specified in the request for routing service availability, but only if this
ConnID
does not coincide with the
ConnID
of a call that has existed at the destination site. If two such
ConnID s are identical, the arrived call is assigned a new unique
ConnID
.
For direct-*
transaction types (where the asterisk stands for a callid
, uui
, ani
, or digits
extension), the call reaches the destination DN directly.
For the transaction types route and
route-uui
, the call first arrives at an
External Routing Point from which it is routed to the destination DN. The call info is updated when the call reaches the External Routing Point. An External
Routing Point is considered free when the first alerting event (
EventQueued
or
EventRouteRequest
) is distributed.
Please keep the following issues in mind when using the ISCC feature:
•
If routing from a dedicated External Routing Point to the destination DN fails, T-Server considers the transaction failed. However, the
ConnID
,
UserData
, and CallHistory
attributes are updated. Then, T-Server attempts to route the call to one of the Default DNs configured for this
External Routing Point.
T-Server—Deployment Guide 69
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
•
If the destination T-Server did not receive a request for routing service availability, but a call arrives at an External Routing Point, T-Server considers the call to be unexpected and routes the call to the DN specified by the
configuration option. When no alternative
targets are defined, the call remains at the External Routing Point until diverted by the switch or abandoned by the caller.
For reroute
and pullback
transaction types, the call returns to the network location. For the dnis-pool
transaction type, the call reaches the destination
DN directly.
Step 9
If, in Step 8, the call does not arrive within the configured timeout, or the transaction fails, the destination T-Server sends a notification of failure to the origination T-Server.
Otherwise, the destination T-Server notifies the origination T-Server that the routing service was successful and deletes all information about the request.
Step 10
The origination T-Server notifies the client that the routing service was successful (or failed) and deletes all information about the request.
ISCC Transaction Types
As switches of different types provide calls with different sets of information parameters, a single mechanism for passing call data between the switches is not feasible in some cases. Therefore, the ISCC feature supports a number of mechanisms for passing call data along with calls between locations. This section describes ISCC transaction type principles, identifies which transaction types are supported for each T-Server, and defines each transaction type
(beginning with “direct-ani” on page 72 ).
It is important to distinguish the two roles that T-Servers play in an external routing (ISCC) transaction—namely origination T-Server and destination
T-Server.
•
The origination T-Server initiates an ISCC transaction. It prepares to send the call to another T-Server and coordinates the process.
•
The destination T-Server receives call data from an origination T-Server and matches this data to a call that will arrive at some time in the future.
The distinction between these roles is important because the range of telephony-hardware functionality often requires T-Servers to support two entirely different sets of ISCC transactions based on which of the two roles they play. For instance, it is very common for a particular T-Server to support many types of ISCC transactions when it takes on the origination role, but fewer when it takes on the role of a destination T-Server.
70 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
The ISCC transaction type
Reroute
is a good example. Most T-Servers support
Reroute
as origination T-Servers, but very few support
Reroute
as destination
T-Servers.
Determining and Configuring Transaction Type
Support
You can find descriptions of these transaction types starting on page 72
. Use
to identify the transaction types your destination T-Server supports. A blank table cell indicates that T-Server does not support a certain transaction type.
You can configure the transaction types specific to your T-Server as values of the
configuration option specified in the ISCC configuration section
extrouter
. Refer to Chapter 9, “T-Server Common Configuration Options,” on page 195
for the option description.
ISCC Transaction Type General Principles
Generally, since most of the ISCC implementation is done at the T-Server
Common Part (TSCP) code level, all T-Servers support certain ISCC transaction types. Any T-Server can act as the origination T-Server for the following transaction types:
•
direct-ani
,
•
direct-notoken
•
dnis-pool
•
pullback
•
reroute
,
•
route
(aliased as route-notoken
), the default transaction type,
The following transaction types are unevenly supported for both the origination and destination T-Server roles:
•
direct-callid
(aliased as direct
),
•
direct-digits
(reserved for Genesys Engineering)
•
direct-network-callid
,
•
direct-uui
,
•
route-uui
,
The
reroute
and pullback
transaction types are supported only for selected
T-Servers in the destination role. However, if you implement this support, other transaction types require additional configuration and testing—even those that would normally be supported by default.
T-Server—Deployment Guide 71
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
direct-ani
With the transaction type direct-ani
, the
ANI
network attribute is taken as the parameter for call matching. Properly configured switches and trunks can keep the
ANI
attribute when a call is transferred over the network. T-Server is capable of using this network feature for call matching.
Warnings!
• Depending on the switch platform, it is possible to inherit the
ANI attribute after routing a call to a remote destination, and after performing a Single-Step Transfer and other telephone actions.
However, ISCC only works properly in scenarios where the
ANI attribute on the destination T-Server is represented by exactly the same digit string as on the origination T-Server.
• Typically, the
ANI
attribute represents the original call identifier
(customer phone number), which guarantees that the attribute remains unique. However, you can use the non-unique-ani resource type to block ISCC from matching calls based on an ANI
that is known to be non unique. (See “Configuring access resources for non-unique ANI” on page 113
for details.)
Notes:
• Some switches, such as Nortel Communication Server 2000/2100
(formerly DMS-100) and Avaya Communication Manager
(formerly DEFINITY ECS (MV) , may omit the
ANI
attribute for internal calls—that is, for calls whose origination and destination
DNs belong to the same switch. If this is the case, do not use the direct-ani
transaction type when making, routing, or transferring internal calls with the ISCC feature.
• When the direct-ani transaction type is in use, the Number
Translation feature becomes active. See “Number Translation
Feature” on page 87 for more information on the feature
configuration.
• With respect to the direct
transaction types, Network T-Servers and load-sharing IVR Servers are not meant to play the role of destination T-Servers for call routing. Using Network T-Server with these transaction types requires special architecture.
direct-callid
With the transaction type direct-callid
, the call reaches the destination DN directly from another location, and the
CallID
of the call is taken as the attribute for call matching. When a call arrives at the final destination, the
72 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service destination T-Server identifies its
CallID
, and updates the call info if the
CallID matches.
Use this transaction type when the destination switch has the capability to assign to an incoming call the same network-wide unique
CallID
that the origination switch has already assigned to that call.
Notes:
• The direct-callid
transaction type is used only in conjunction with the
TRouteCall
and
TSingleStepTransfer
function calls. They are applied only to the call that is in progress, and do not apply to functions that involve in the creation of a new call (for example,
TMakeCall
.)
• For T-Server for Nortel Communication Server 2000/2100, the direct-callid
transaction type is also applied to the
TMuteTransfer function.
direct-network-callid
With the transaction type direct-network-callid
, the call reaches the destination DN directly from another location, and the
NetworkCallID
of the call is taken as the attribute for call matching. When a call arrives at the final destination, the destination T-Server identifies its
NetworkCallID
, and updates the call info if the
NetworkCallID
matches.
Use this transaction type when the destination switch has the capability to assign to an incoming call the same network-wide unique
NetworkCallID
that the origination switch has already assigned to that call.
Note:
To support this transaction type, you must configure
Target Type
and
ISCC Protocol Parameters
fields of the corresponding
Switch Access
Code
in the Configuration Layer. Refer to Part Two of this document for information about settings specific for your T-Server type.
direct-uui
With the transaction type direct-uui
, so-called user-to-user information (UUI) is taken as the attribute for call matching. Some switches make it possible to send a small data packet along with a call. T-Server can use this data to recognize a call passed from one switch to another. The destination T-Server generates a local unique value for
UUI
, and then notifies the origination
T-Server .
The origination T-Server uses a provided value to mark the call coming from the origination location. The destination T-Server receives a call and checks whether it is marked with an exact
UUI
value. If so, the call is considered as matched.
T-Server—Deployment Guide 73
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
On the Avaya Communication Manager and the Aspect ACD, UUI is referred to as “user-to-user information.” On the Siemens Hicom 300 switch with
CallBridge, UUI is referred to as “Private User Data.” On the Alcatel A4400/
OXE switch, UUI is referred to as “correlator data.”
Note:
To support this transaction type, you must configure your switches to pass the UUI provided by your T-Server. Moreover, the trunks involved must not drop this data.
direct-notoken
With the transaction type direct-notoken
, T-Server expects a call to arrive from another location to the destination DN specified in the request for routing service availability. When a call reaches the specified DN, T-Server processes the call as the expected externally routed call.
Notes:
• This matching criterion is weak because any call that reaches the specified DN is considered to be the expected call. Genesys recommends that you use this transaction type only in a contact center subdivision that can be reached from within the contact center only (for example, the second line of support, which customers cannot contact directly).
• With respect to the direct
transaction types, Network T-Servers and load-sharing IVR Servers are not meant to play the role of destination T-Servers for call routing. Using Network T-Server with these transaction types requires special architecture.
dnis-pool
With the dnis-pool
transaction type, T-Server reserves one of its DNIS access resources and waits for the call that has the same
DNIS
attribute as the name of the reserved DNIS access resource.
If the arrived call is matched successfully, the destination T-Server may update the value of the
DNIS
attribute of the call (along with
ConnID
,
UserData
, and
CallHistory
) with the value of the
DNIS
attribute of the original call. This occurs when the value of the
DNIS
attribute of the original call is specified as a value of the key-value pair
_ISCC_TRACKING_NUMBER_
in the
Extensions
attribute of the original client request.
The DNIS matching can be based on any number of digits out of all the digits that comprise the
DNIS
attribute. The number of digits that T-Server should use for DNIS matching is specified for the destination switch as the
ISCC Protocol
Parameters
property of the Switch Access Code. The value syntax should be as follows:
74 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service dnis-tail=<number-of-digits>
For example, if this property is set to the dnis-tail=7
value, ISCC matches only the last seven digits of a
DNIS.
You must configure DNIS access resources in the switch; otherwise, ISCC fails to use this transaction type and sends
EventError
in response to the client application request.
Note:
The dnis-pool
transaction type is typically used for networks employing a “behind the SCP” architecture—network IVR. Network
T-Server for GenSpec and IServer are two examples of this, but other
Network T-Servers might also be used in this architecture.
In Load-Balancing Mode
When T-Server uses load balancing for call routing with the dnis-pool transaction type, the following processes occur:
1. A client of the origination T-Server sends a request to pass a call to the location with a DNIS access resource specified in the key-value pair iscc-selected-dnis.
2. The origination T-Server distributes the request for a routing service to all destination T-Servers.
3. The destination T-Servers receive the request and check that the specified
DNIS is not being used by another routing service request.
4. The origination T-Server expects to receive a positive response from each destination T-Server. If the origination T-Server receives a negative response from at least one T-Server, it sends an
EventError
to the client and clears all data about the request. If the origination T-Server receives the confirmation about routing service availability from all destination
T-Servers, it processes the client’s request and sends a corresponding message to the switch.
5. The origination switch processes the T-Server request and passes the call to the destination switch.
6. The call arrives at the destination switch, which generates an alerting event to one of the corresponding load-balanced destination T-Servers.
7. That destination T-Server processes the call and notifies the origination
T-Server that the routing service was successful and deletes all information about the request.
8. The origination T-Server sends a routing service request cancellation to all other destination T-Servers.
9. The origination T-Server notifies the client that the routing service has been successful and deletes all information about the request.
T-Server—Deployment Guide 75
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
pullback
Pullback
is used in the following scenario, for those T-Servers that support it:
1. A call arrives at Site A served by a Network T-Server.
2. At Site A, a Network T-Server client requests to pass the call by means of
ISCC routing to Site B served by a premise T-Server. Any transaction type except reroute
or pullback
can be specified in this request.
3. The call arrives at Site B and is either answered by an agent or delivered to a routing point.
4. A client of the premise T-Server at Site B sends a
TRouteCall
,
TSingleStepTransfer
, or
TGetAccessNumber
request to transfer the call to the network.
5. The Site B premise T-Server notifies the Network T-Server about this request.
6. The network T-Server receives the notification and issues an
EventRouteRequest
to obtain a new destination.
7. After receiving the new destination information, the Network T-Server disconnects the call from its current premise location at Site B and attempts to route the call to the new destination.
8. The Site B premise T-Server stops tracking the call, which has disconnected from the premise’s agent DN or routing point and is delivered to the network.
9. The network T-Server completes routing the call to its new destination.
Note:
The transaction type pullback
can be used only to return a call from a premise T-Server to the Network T-Server that serves the site from which the call was previously transferred.
reroute
Only Network T-Servers use the transaction type reroute
, and only in the following scenario:
1. A call arrives at Site A served by a Network T-Server.
2. At site A, a Network T-Server client requests to pass the call by means of
ISCC to Site B served by a premise T-Server. Any transaction type except reroute
or pullback
can be specified in this request.
3. An agent at Site B answers the call.
4. A client of the premise T-Server at Site B sends a
TSingleStepTransfer
or
TRouteCall
request to transfer the call elsewhere (to a PSTN, to an agent, or to a routing point).
76 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
5. The Site B premise T-Server notifies the Network T-Server about this request and releases the call leg that resides at the agent’s phone (using
TReleaseCall
) or at the Routing Point (using
TRouteCall
with the parameter
RouteTypeCallDisconnect
).
6. The Network T-Server receives the notification and reroutes the call to the requested destination—that is, it sends
EventRouteRequest
and attaches the call’s user data.
Notes:
• The transaction type reroute
can be used only to return a call from a premise T-Server to the Network T-Server that serves the site from which the call was previously transferred.
• To perform multi-site operations that are initiated with
TRouteCall and for which the reroute
transaction type is requested, the origination T-Server must support the
RouteTypeCallDisconnect subtype of
TRouteCall
.
route
With the transaction type route
(aliased as route-notoken), a call from the origination location reaches a dedicated External Routing Point, and from there, it is routed to a destination DN.
To control configured External Routing Points, T-Server must register these
DNs with the switch. Failure to register implies that the External Routing Point is not available for ISCC purposes. Client applications can register External
Routing Points via T-Server for monitoring purposes only.
Point-to-Point (One-to-One)
In the Point-to-Point access mode, only one trunk line is used to access an
External Routing Point (for example, VDN, CDN) at the destination site. See
Trunk Line 1
Trunk Line 2
Trunk Line 3
External Routing Point 1
External Routing Point 2
External Routing Point 3
Figure 8: Point-to-Point Trunk Configuration
T-Server—Deployment Guide 77
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Note:
Dedicated DNs of the
External Routing Point
type must be configured
in a switch. See “Configuring Multi-Site Support” on page 103
.
Multiple-to-Point (Multiple-to-One)
In the Multiple-to-Point access mode, trunk lines are assigned to the destination switch’s trunk group, from which calls are routed to the final
Trunk Line 1
Trunk Line 2
External Routing Point
Trunk Line 3
Figure 9: Multiple-to-Point Trunk Configuration
With this configuration, all calls reach the same External Routing Point. The
DNIS
attribute of a specific call differs from that of other calls and uniquely identifies the trunk from which the call arrived.
Note:
To switch to this operating mode, you must configure the route-dn
configuration option for T-Server.
route-uui
The route-uui transaction type employs the dedicated External Routing Point feature of the route
) and the UUI matching feature of the direct-uui
transaction type ( page 73 ). This transaction type accommodates
those switches that require a designated External Routing Point even though they use UUI for tracking.
Note:
To support this transaction type, you must configure your switches to pass the UUI provided by your T-Server. Moreover, the trunks involved must not drop this data.
T-Server Transaction Type Support
Table 3 shows which transaction types are supported by a specific T-Server.
Use this table to determine the transaction types that are available for use with
78 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service your T-Server. This applies both to the
you specify in the configuration options for your T-Server, and to any client-designated routetype requests specified for transfers of calls. A blank table cell indicates that
T-Server does not support a certain transaction type.
Table 3: T-Server Support of Transaction Types
T-Server
Type route one-toone multipleto-one reroute
Yes
directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes Yes Yes Alcatel
A4200/OXO
Alcatel
A4400/OXE
Aspect ACD
Yes
Yes
Avaya
Communication Manager
Yes
Avaya INDeX Yes
Yes Cisco
CallManager
DataVoice
Dharma
Yes
Yes
Yes a,b,c
Yes
Yes
Yes
Yes
Transaction Type
Yes
Yes d
Yes
Yes
Yes
Yes
Yes
Yes f
Yes
Yes
Yes
Yes
Yes e
Yes Yes Digitro
AXS/20
EADS
Intecom
M6880
EADS
Telecom
M6500
Yes
Yes
Yes eOn eQueue
Ericsson
MD110
Yes
Yes
Fujitsu F9600 Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
T-Server—Deployment Guide 79
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Table 3: T-Server Support of Transaction Types (Continued)
T-Server
Type
Huawei
C&C08
Mitel SX-
2000/MN3300
route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes Yes
Transaction Type
Yes Yes Yes Yes
Yes Yes Yes Yes NEC NEAX/
APEX
Nortel
Communication Server
2000/2100
Nortel
Communication Server
1000 with
SCCS/MLS
Philips Sopho iS3000
Radvision iContact
Rockwell
Spectrum
Samsung
IP-PCX IAP
Siemens
Hicom 300/
HiPath 4000
CSTA I
Siemens
HiPath 3000
Siemens
HiPath 4000
CSTA III
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
80 Framework 7.6
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Table 3: T-Server Support of Transaction Types (Continued)
AT&T
Concert
CRSP
DTAG
GenSpec
IVR Server, using network configuration
KPN
ISCP
MCI
NGSN
Network SIP
Server
Sprint
T-Server
Type
Siemens
HiPath DX
Yes
SIP Server Yes
Tadiran Coral Yes
Yes Teltronics
20-20
Tenovis
Integral 33/55
Yes
Transaction Type route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
Yes Yes Yes Yes
Yes
Yes
Yes
Yes Yes
Yes
Yes
Yes
Yes
Yes
Yes
Network T-Servers
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Yes
Yes
Yes
Yes
Yes
Yes
Yes
T-Server—Deployment Guide 81
Chapter 4: Multi-Site Support ISCC Call Data Transfer Service
Table 3: T-Server Support of Transaction Types (Continued)
T-Server
Type
Transaction Type route one-toone multipleto-one reroute directcallid directuui / routeuui directnotoken directani directdigits directnetworkcallid dnispool pullback
SR-3511
Stentor a. Not supported in the case of function
TRequestRouteCall
on a virtual routing point: a routing point can be simulated using a hunt group with calls being deflected or transferred from the hunt-group member when routing. When a two-step (typically mute) transfer is used on such a hunt-group member,
CallID
and
ANI
usually change; thus, the direct-callid
and direct-ani
types do not work.
b. Not supported in the case of function
TSingleStepTransfer
when the T-Server service is simulated using a two-step transfer to the switch. In this case,
CallID
and
ANI
change; thus, the direct-callid
and direct-ani
types do not work.
c. Not supported if two T-Servers are connected to different nodes.
d. There are some switch-specific limitations when assigning CSTA correlator data UUI to a call.
e. Supported only on ABCF trunks (Alcatel internal network).
f. To use this transaction type, you must select the
Use Override
check box on the
Advanced
tab of the DN
Properties
dialog box.
Transfer Connect Service Feature
The Transfer Connect Service (TCS) feature supports transfer connect services available on some telephony networks. When this feature is enabled, ISCC passes user data to remote locations to which calls are transferred or conferenced using transfer connect services.
Procedure:
Activating Transfer Connect Service
Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Options
tab.
always.
82 Framework 7.6
Chapter 4: Multi-Site Support ISCC/COF Feature
configuration option to the number of a DN on the origination switch.
ISCC uses this DN as an intermediate step when sending calls to the remote location. The DN that is configured as tcs-queue
receives attached data indicating the Feature Access Code (FAC) needed to reach the remote site. After a call is directed to the DN with data, a monitoring application takes the data and generates the required DTMF (dual-tone multifrequency) tones to redirect the call through the network to the remote location.
5. When you are finished, click
Apply
.
6. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Note:
With T-Server for Avaya Communication Manager, you can use
RequestRouteCall
with
RouteTypeOverwriteDNIS
to initiate the playing of DTMF tones. This is done through the use of another intermediate
DN (typically, an announcement port configured to give the silence treatment), to which the call is routed. When the call is established on this DN, T-Server requests that the digits sent in the
DNIS
field of the
TRequestRouteCall
be played via the
ASAI-send-DTMF-single procedure.
ISCC/COF Feature
The Inter Server Call Control/Call Overflow (ISCC/COF) feature of T-Server, that supports passive external routing, is specifically designed to handle calls delivered between sites by means other than ISCC. Such scenarios include contact center overflows and manual call transfers.
An overflow situation occurs when a call comes into a contact center where all agents are currently busy. In this situation, the switch can transfer (overflow) the incoming call to another site where there is an available agent.
T-Server uses two methods to handle call overflow and manual transfer scenarios. The first method is based on
NetworkCallID
matching and the second method is based on
ANI/OtherDN
matching.
When connected to each other via switch-specific networks, switches of some types can pass additional information along with transferred calls. This information may contain the
NetworkCallID
of a call, which is a networkwide unique identifier of the call.
When connected via a regular PSTN, switches of all types can send the
ANI and/or
OtherDN
attributes to the destination switch during any call transfer operation.
T-Server—Deployment Guide 83
Chapter 4: Multi-Site Support ISCC/COF Feature
While all T-Servers support the ISCC/COF feature using the
ANI
and/or
OtherDN
attributes, only a few support this feature using the
NetworkCallID attribute.
Table 4 shows the switches that provide the
NetworkCallID
of a call.
Table 4: T-Server Support of NetworkCallID for ISCC/COF Feature
T
-
Server Type
Alcatel A4400/OXE
Aspect ACD
Avaya Communication Manager
Nortel Communication Server 2000/2100
Nortel Communication Server 1000 with
SCCS/MLS
Rockwell Spectrum
Supported NetworkCallID
Attribute
Yes
Yes
Yes
Yes
Yes
Yes
The ISCC/COF feature can use any of the three attributes (
NetworkCallID
,
ANI
, or
OtherDN
) as criteria for matching the arriving call with an existing call at another location. Consequently, the attribute that is used determines what
ConnID
,
UserData
, and
CallHistory
are received for the matched call from the call’s previous location.
Warning!
Depending on the switch platform, it is possible to inherit the ANI attribute after routing a call to a remote destination, and after performing a Single-Step Transfer and other telephone actions.
However, ISCC/COF works properly only in scenarios where the
ANI
attribute on the destination T-Server is represented by exactly the same unique digit string as on the origination T-Server.
Typically the
ANI
attribute represents the original call identifier
(customer phone number), which guarantees that the attribute remains unique.
Note:
When the ISCC/COF feature is in use, the Number Translation feature
becomes active. See “Number Translation Feature” on page 87
for more information on the feature configuration.
ISCC/COF Call Flow
shows the sequence of steps that occur in an ISCC/COF scenario when a call is made or transferred by an agent at Site A to a DN at Site B, or when a call is overflowed from Site A to Site B.
84 Framework 7.6
Chapter 4: Multi-Site Support ISCC/COF Feature
Site A
Origination Switch
Destination Switch
Site B
2. Call
Passing
Agent
1. Call Made/
Transferred to
Another
Location
T-Server w/
ISCC feature
4. Call Data
Request
6. Call Data
Passing
3. Arrived Call
Notification
T-Server w/
ISCC feature
8. Event
Distribution
5. Call Data Waiting
7. Call Data Update
9. Info Clearing
T-Server
Client
Figure 10: Steps in the ISCC/COF Process
Step 1
An agent makes or transfers a call manually to another location or a call is overflowed from Site A (origination location) to Site B (destination location).
Step 2
Switch A (the origination switch) passes the call to Switch B (the destination switch).
Step 3
The call reaches the destination switch, which notifies the destination T-Server about the arrived call.
Step 4
The destination T-Server verifies with remote locations whether the call was overflowed from any of them.
To determine which calls to check as possibly overflowed, T-Server relies on the
Switch
object configuration:
•
If no COF DNs (that is, DNs of the
Access Resources
type with the
Resource Type
set to cof-in
or cof-not-in
) are configured for the destination switch, the ISCC/COF feature of the destination T-Server checks all arriving calls.
•
If a number of COF DNs are configured for the destination switch, one of three scenarios occurs:
T-Server—Deployment Guide 85
Chapter 4: Multi-Site Support ISCC/COF Feature
If the COF DNs with the cof-in
setting for the
Resource Type
property are configured, the ISCC/COF checks for overflow only those calls that arrive to those cof-in
DNs that are
Enabled
.
If no DNs with the cof-in
setting for the
Resource Type
property are configured, but some DNs have the cof-not-in
setting for the
Resource
Type
property, the ISCC/COF checks for overflow only those calls that arrive to those cof-not-in
DNs that are
Disabled
.
If no DNs with the cof-in
setting for the
Resource Type
property are configured, some DNs have the cof-not-in
setting for the
Resource
Type
property, and some other DNs do not have any setting for the
Resource Type
property, the ISCC/COF checks for overflow only those calls that arrive to the DNs without any setting for the
Resource Type property.
•
In all other cases, no calls are checked for overflow.
To determine which location the call arrived from, T-Server checks the call type and checks whether the call has the
NetworkCallID
,
ANI
, or
OtherDN attribute:
•
If the call is not an inbound call, the request for call data is sent to all remote locations except those whose Switch Access Code has the ISCC
Call Overflow
Parameters
property set to inbound-only=true
.
•
If the call of any type has the
NetworkCallID
attribute, the destination
T-Server sends a request for call data to the remote locations of the same switch type as the destination location if their Switch Access Codes have the ISCC Call Overflow
Parameters
property set to match-callid
.
•
If the call of any type has the
ANI
or
OtherDN
attribute, the request for call data is sent to remote locations whose Switch Access Code has the ISCC
Call Overflow
Parameters
property set to match-ani
.
Step 5
The destination T-Server waits (suspending events related to that call) for the call data from the remote T-Server for the time interval specified in the
configuration option. Within this interval, T-Server holds any events related to the call. In addition, the
option on the origination T-Server establishes the time interval only after which that
T-Server deletes the call information. And the cof-ci-wait-all
,
if set to true, forces the origination T-Server to wait for responses related to possible call overflow situations before updating call data.
Step 6
The T-Server at the location from which the call was transferred or overflowed sends call data to the requesting T-Server.
86 Framework 7.6
Chapter 4: Multi-Site Support Number Translation Feature
Step 7
If a positive response to the call-data request is received, T-Server updates
ConnID
,
UserData
, and
CallHistory
, distributes all suspended events related to that call and deletes all information regarding the transaction (Step 9).
Step 8
If the timeout set by
expires, T-Server distributes all
suspended events, and starts the timeout specified by the cof-rci-tout
If a positive response is received within the timeout set by cof-rci-tout ,
T-Server updates the
ConnID, UserData, and
CallHistory
and notifies client applications by distributing
EventPartyChanged.
Step 9
T-Server deletes all information regarding the transaction when one of these results occurs:
•
The first positive response to the call-data request is received.
•
Negative responses from all queried locations are received.
•
The timeout specified by the cof-rci-tout
Number Translation Feature
The Number Translation feature of T-Server extends the ISCC/COF and direct-ani
transaction type functions to provide more flexibility for handling calls distributed across multiple sites. T-Server translates the input string (ANI string) into a number defined by the translation rules. This processing is called number translation. T-Servers participating in handling calls at multiple sites exchange the translated numbers in order to match the call instances.
The translation process involves two algorithms, one for rule selection and the other for the actual translation. Through the first algorithm, T-Server selects a rule that will be used for number translation. Through the second algorithm,
T-Server translates the number according to the selected rule definition. See
“Number Translation Rules” on page 88
for more information on configuring rules for your environment.
Number translation occurs as follows:
1. The switch reports a number, typically via
AttributeANI
.
2. T-Server evaluates all configured inbound rules to determine which one is the best fit for the received number. The best fit is determined by comparing the length of, and the specific digits in, the input number with
the inbound pattern of each configured rule. See “Rule Examples” on page 93 for specific examples.
3. T-Server translates the number according to the selected rule.
T-Server—Deployment Guide 87
Chapter 4: Multi-Site Support Number Translation Feature
To enable T-Server to translate numbers, you must perform specific
configuration tasks that are associated with translation. See “Configuring
Number Translation” on page 94 .
Number Translation Rules
T-Server uses the number translation rules that you define in the T-Server configuration object in two ways:
•
Rule selection—To determine which rule should be used for number translation
•
Number translation—To transform the number according to the selected rule
Using ABNF for Rules
The number translation rules must conform to the following syntax, represented using Augmented Backus-Naur Form (ABNF) notation. For more information about ABNF, see RFC 2234, “Augmented BNF for Syntax
Specifications: ABNF.”
Note:
The notations are explained starting at the highest level, with the name of a component notation and a basic definition of each component that comprises it. Some components require more detailed definitions, which are included later in this section.
Common Syntax Notations
Syntax notations common to many of these rules include:
•
*
—Indicates that 0 to an infinite number of the item following this symbol are acceptable.
•
1*
—Indicates that one repetition is required. For T-Server, only one instance is acceptable.
•
/
—Indicates that any of the items mentioned, or a combination of those items, is acceptable.
Component Notations
Component notations include:
•
dialing-plan = *dialing-plan-rule
where: dialing-plan-rule
represents the name of the rule. Each rule must have a unique name. There are no other naming restrictions, and you do not need to model your names according to the examples in this chapter.
88 Framework 7.6
Chapter 4: Multi-Site Support Number Translation Feature
The rules are represented as separate options in the configuration. Also, fields from a rule are represented as parameters in a single option string.
•
rule = [name] in-pattern [out-pattern]
where:
[name]
is the name for the rule option, for example, rule-01.
In ABNF notation, the brackets
[]
indicate that 0 or 1 instance of the component is required. However, for T-Server, a name is required.
in-pattern
is the part of the rule to which T-Server looks when attempting to match the input number.
[out-pattern]
is the part of the rule that instructs T-Server on how to translate the input number into the required format. The brackets indicate that either 0 or 1 instance is required. You must create an outpattern
for number translation rules.
•
name = *( ALPHA / DIGIT / "-")
where:
ALPHA indicates that letters can be used in the name for the rule option.
DIGIT indicates that numbers can be used in the name for the rule option.
“-”
indicates that a dash (
-
) can also be used in the option name, for example, rule-01.
•
in-pattern = 1*(digit-part / abstract-group)
where: digit-part
represents numbers. T-Server uses this when selecting the most appropriate rule from the entire dialing plan. abstract-group
represents one or more letters with each letter representing one or more numbers. T-Server uses this when transforming a dial string.
For example,
[1-9] is the digit-part
(representing a range of numbers) and
ABBB
is the abstract-group for in-pattern=[1-9]ABBB
.
•
out-pattern = 1*(symbol-part / group-identifier) *param-part
where: symbol-part
represents digits, symbols, or a combination. Symbols are rarely used. They are not used in the United States.
group-identifier
are letters that represent groups of numbers. A letter in the out-pattern
represents one or more digits, based on the number of times the letter is used in the in-pattern.
*param-part
represents an additional parameter, such as phonecontext.
Reminder: an asterisk means that 0 to an infinite number of these are acceptable.
For example, in rule-04; in-pattern=1AAABBBCCC;out-pattern=91ABC, 91 is the symbol-part
;
A, B,
and
C
are group-identifiers in the out-pattern
,
T-Server—Deployment Guide 89
Chapter 4: Multi-Site Support Number Translation Feature each representing three digits, since there are three instances of each in the in-pattern
.
Note:
Prefix an out-pattern
value with a plus sign (+) for the inbound rule when the output must be in a global form (E.164 format).
•
digit-part = digits / range / sequence
where: digits
are numbers 0 through 9.
range
is a series of digits, for example, 1-3.
sequence is a set of digits.
•
symbol-part = digits / symbols
where: digits are numbers 0 through 9.
symbols include such characters as
+, -,
and so on.
•
range = "[" digits "-" digits "]" group-identifier
where:
"[" digits "-" digits "]"
represents the numeric range, for example,
[1-2]
.
group-identifier
represents the group to which the number range is applied.
For example,
[1-2]
applies to group identifier
A
for in-pattern=[1-
2]ABBB.
When T-Server evaluates the rule to determine if it matches the number, it examines whether the first digit of the number, identified as group-identifier A
, is
1
or
2.
•
sequence = "[" 1*(digits [","] ) "]" group-identifier
where:
"
[" 1*(digits [","] ) "]"
represents a sequence of digits, separated by commas, and bracketed. T-Server requires that each digit set have the same number of digits. For example, in
[415,650]
the sets have three digits.
group-identifier
represents the group to which the number sequence is applied.
For example, in in-pattern=1[415,650]A*B, [415,650]
applies to group-identifier A
. When T-Server evaluates the rule to determine if it matches the number, it examines whether the three digits ( groupidentifier A
) following the 1 in the number are
415 or
650.
•
abstract-group = fixed-length-group / flexible-length-group / entity where:
90 Framework 7.6
Chapter 4: Multi-Site Support Number Translation Feature
fixed-length-group
specifies a group composed of a specific number of digits and determined by how many times the group identifier is included in the in-pattern.
For example, for in-pattern=1AAABBBCCCC, there are three digits in group
A
and
B
but four in group
C.
When you create an out-pattern
, you include the group identifier only once because the in-pattern
tells T-Server how many digits belong in that group. For example, rule-04
(see
in-pattern=1AAABBBCCCC; out-pattern=91ABC.
flexible-length-group
specifies a group composed of 0 or more digits in the group represented by the group-identifier.
For example, in in-pattern=1[415,650]A*B, *B
represents the flexible length group containing the remaining digits in the number.
entity
represents digits defined for a specific purpose, for example, country code.
The component
abstract-group
is used only for the in-pattern
.
•
fixed-length-group = 1*group-identifier
See the earlier explanation under abstract-group.
•
flexible-length-group = "*" group-identifier
See the earlier explanation under abstract-group.
•
entity = "#" entity-identifier group-identifier
where:
“#”
indicates the start of a Country Code entity-identifier
.
entity-identifier
must be the letter
C
which represents Country Code when preceded by a pound symbol (
#
)
.
Any other letter following the # causes an error.
group-identifier
represents the Country Code group when preceded by
#C.
The entity
component is a special group that assumes some kind of predefined processing, such as the Country Code detection.
•
param-part = ";" param-name "=" param-value
where:
“;”
is a required separator element.
param-name
is the name of the parameter.
“=”
is the next required element.
param-value
represents the value for param-name.
•
param-name = "ext" / "phone-context" / "dn"
where:
“ext”
refers to extension.
“phone-context”
represents the value of the phone-context
option configured on the switch.
“dn”
represents the directory number.
T-Server—Deployment Guide 91
Chapter 4: Multi-Site Support Number Translation Feature
•
param-value = 1*ANYSYMBOL
where:
ANYSYMBOL
represents any number, letter, or symbol with no restrictions.
•
group-identifier = ALPHA
•
entity-identifier = ALPHA
•
digits = 1*DIGIT
•
symbols = 1*("-" / "+" / ")" / "(" / ".")
Recommendations for Rule Configuration
The configuration of rules for inbound numbers usually depends on the settings in the corresponding PBX. These settings often define the form in which the PBX notifies its client applications about the number from which an inbound call is coming.
As a general guideline, configure rules that define how to process calls from:
•
Internal numbers.
•
External numbers within the same local dialing area.
•
External numbers within the same country.
•
International numbers.
Rules for inbound numbers, typically for North American locations, might look like this:
1. Two rules to transform internal numbers (extensions): name=rule-01;in-pattern=[1-9]ABBB;out-pattern=AB name=rule-02;in-pattern=[1-9]ABBBB;out-pattern=AB
2. A rule to transform local area code numbers (in
333-1234
format in this example): name=rule-03;in-pattern=[1-9]ABBBBBB;out-pattern=+1222AB
3. A rule to transform U.S. numbers (in
+1(222)333-4444
format): name=rule-04;in-pattern=1AAAAAAAAAA;out-pattern=+1A
4. A rule to transform U.S. numbers without the
+1
prefix (in
(222)333-4444 format): name=rule-05;in-pattern=[2-9]ABBBBBBBBB;out-pattern=+1AB
5. A rule to transform U.S. numbers with an outside prefix (in
9 +1(222)333-
4444
format): name=rule-06;in-pattern=91AAAAAAAAAA;out-pattern=+1A
6. A rule to transform international numbers with an IDD (international dialing digits) prefix (in
011 +44(111)222-3333
format): name=rule-07;in-pattern=011*A;out-pattern=+A
92 Framework 7.6
Chapter 4: Multi-Site Support Number Translation Feature
7. A rule to transform international numbers without an IDD prefix (in
+44(111)222-3333
format): name=rule-08;in-pattern=[2-9]A*B;out-pattern=+AB
Rule Examples
This section provides examples of six rules that are configured as options in the Genesys Configuration Database. It also provides examples of how
T-Server applies rules to various input numbers.
rule-01 rule-02 rule-03 rule-04 rule-05 rule-06
Rules
in-pattern=[1-8]ABBB;out-pattern=AB in-pattern=AAAA;out-pattern=A in-pattern=1[415,650]A*B;out-pattern=B in-pattern=1AAABBBCCCC;out-pattern=91ABC in-pattern=*A913BBBB;out-pattern=80407913B in-pattern=011#CA*B;out-pattern=9011AB
Example 1
Example 2
Example 3
Examples
Here are examples of how T-Server applies configured above rules to various input numbers.
T-Server receives input number
2326.
As a result of the rule selection process, T-Server determines that the matching rule is rule-01: name=rule-01;in-pattern=[1-8]ABBB;out-pattern=AB
The matching count for this rule is
1,
because Group
A
matches the digit
2.
As a result of the parsing process, T-Server detects two groups: Group
A = 2 and Group
B = 326.
T-Server formats the output string as
2326.
T-Server receives input number
9122.
As a result of the rule selection process, T-Server determines that the matching rule is rule-02: name=rule-02;in-pattern=AAAA;out-pattern=A
The matching count for this rule is
0;
however, the overall length of the input number matches that of the in-pattern
configuration.
As a result of the parsing process, T-Server detects one group: Group
A =
9122.
T-Server formats the output string as
9122.
T-Server receives input number
16503222332.
T-Server—Deployment Guide 93
Chapter 4: Multi-Site Support Number Translation Feature
Example 4
Example 5
Example 6
As a result of the rule selection process, T-Server determines that the matching rule is rule-03: name=rule-03;in-pattern=1[415,650]A*B;out-pattern=B
The matching count for this rule is
4,
because the first digit matches and all three digits in Group
A
match.
As a result of the parsing process, T-Server detects two groups: Group
A = 650 and Group
B = 3222332.
T-Server formats the output string as
3222332.
T-Server receives input number
19253227676.
As a result of the rule selection process, T-Server determines that the matching rule is rule-04: name=rule-04;in-pattern=1AAABBBCCCC;out-pattern=91ABC
The matching count for this rule is
1,
because the first digit matches.
As a result of parsing process, T-Server detects three groups: Group
A = 925,
Group
B = 322,
and Group
C = 7676.
T-Server formats the output string as
919253227676.
T-Server receives input number
4089137676.
As a result of rule selection process, T-Server determines that the matching rule is rule-05: name=rule-05;in-pattern=*A913BBBB;out-pattern=80407913B
The matching count for this rule is
3,
because three digits match.
As a result of the parsing process, T-Server detects two groups: Group
A = 408 and Group
B = 7676.
T-Server formats the output string as
804079137676.
T-Server receives input number
011441112223333.
As a result of the rule selection process, T-Server determines that the matching rule is rule-06: name=rule-06;in-pattern=011#CA*B;out-pattern=9011AB
The matching count for this rule is
3,
because three digits match.
As a result of the parsing process, T-Server detects two groups: Group
A = 44 and Group
B = 1112223333.
T-Server formats the output string as
9011441112223333.
Procedure:
Configuring Number Translation
Purpose: To configure the Number Translation feature in T-Server to provide more flexibility for handling calls distributed across multiple sites.
94 Framework 7.6
Chapter 4: Multi-Site Support Network Attended Transfer/Conference Feature
Overview
•
The Number Translation feature becomes active when the ISCC/COF feature and/or the direct-ani
transaction type are used.
•
This configuration procedure must be completed within the T-Server
Application
object corresponding to your T-Server.
Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Options
tab.
3. Create a new section called extrouter
or open an existing section with this name.
4. Create a new option called
This option points to another section that describes the translation rules for inbound numbers.
5. In this section, create one configuration option for each rule. Specify the rule name as the option name. The values of these options are the rules for the number translation.
For the option description and its valid values, see Chapter 9, “T-Server
Common Configuration Options,” on page 195
.
6. When you are finished, click
Apply
.
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Network Attended Transfer/
Conference Feature
The Network Attended Transfer/Conference (NAT/C) feature is designed to enable agents working in multi-site contact centers to consult with each other before making call transfers or conferences, regardless of whether both agents work at the same or different sites. It also enables the agent who requests a consultation to maintain his or her conversation with the customer while the system is looking for an available agent and setting up the consultation call.
The NAT/C feature does not rely on the call transfer capabilities of the local switch.
There are two modes in which the network attended transfer/conference can be performed: direct and URS-controlled.
Figure 11 shows the sequence of steps
that occur in URS-controlled mode, when Agent A, who is handling a customer call, requests a consultation with another agent, and URS (Universal Routing
Server) selects Agent B, who is working at another site. The direct mode is
T-Server—Deployment Guide 95
Chapter 4: Multi-Site Support Network Attended Transfer/Conference Feature similar to the URS-controlled mode, with the difference that URS is not involved in the process (Step 2 and Step 3 are omitted).
Site A
1. Network
Consult
Request
Agent A
SCP URS
5. Consultation
Request and
Confirmation
2. EventRoute-
Request
Network T-Server w/
NAT/C feature
3. Route Call to
Agent B
4. Call Data
Passing
T-Server A
Switch A
T-Server B
Switch B
Site B
6. Consultation with Agent B
Agent B
Figure 11: Steps in the NAT/C Process in URS-Controlled Mode
Step 1
Agent A makes a request for a consultation with another agent. A
TNetworkConsult
request is relayed to the Network T-Server. Depending on the parameter settings of the
TNetworkConsult
request, the NAT/C feature will operate in either direct or URS-controlled mode. For more information, see the
Voice Platform SDK 7.6 .NET (or Java) API Reference.
Step 2
(URS-controlled mode only.) The Network T-Server sends
EventRouteRequest to URS.
Step 3
(URS-controlled mode only.) URS locates an available agent at Site B and instructs the Network T-Server to route the call to Agent B. The Network
T-Server confirms the initiation of the network transfer by sending
EventNetworkCallStatus
to T-Server A, which then relays it to Agent A.
Step 4
The Network T-Server proceeds to obtain the access number from T-Server B,
and passes the call data to T-Server B. (See “ISCC Call Data Transfer Service” on page 65
for details.)
96 Framework 7.6
Chapter 4: Multi-Site Support Event Propagation Feature
Step 5
The Network T-Server instructs the Service Control Point (SCP) to initiate a new voice path with Agent B. Once the connection is confirmed, the Network
T-Server distributes
EventNetworkCallStatus
to both T-Server A and T-Server
B, which then relay it to Agent A and Agent B respectively, to indicate that the consultation call is being established.
The Network T-Server also distributes
EventRouteUsed
to URS to confirm successful routing of the call to the selected agent.
Step 6
At this point, the customer is on hold, and Agent A is consulting with Agent B.
Agent A can do one of the following:
•
End the consultation and retrieve the original customer call
•
Alternate between Agent B and the customer
•
Set up a conference call with Agent B and the customer
•
Transfer the customer call to Agent B
Note:
All T-Servers support NAT/C requests with
AttributeHomeLocation provided that this attribute identifies a network location that is capable of processing such requests. Refer to the Network T-Server
Deployment Guides to determine whether a specific Network T-Server can process these requests.
Event Propagation Feature
The Event Propagation feature complements the ISCC and ISCC/COF features by distributing updated user data and party-related events to remote T-Servers.
This feature is used when a call is being made, transferred, or conferenced to another location, and when, as a result, one or more instances of the call reside at one location while other call instances reside at another location. In this scenario, when a client at one location makes changes to user data, updated user data is passed (propagated) to T-Servers at other locations.
The Event Propagation feature consists of User Data update propagation and
Party Events propagation.
User Data Propagation
User data propagation takes place when a client at one location makes changes to user data associated with a call that was made, transferred, conferenced, or routed to other locations. The remote clients involved with the call are notified about the changes with
EventAttachedDataChanged
.
T-Server—Deployment Guide 97
Chapter 4: Multi-Site Support Event Propagation Feature
When T-Server receives a local update to user data (that is, when a client of this T-Server has changed the call’s user data), T-Server determines if parties at remote locations are involved with the call and, if so, sends (propagates) the updated user data to the T-Servers at remote locations.
When T-Server receives a remote update to user data (that is, when a client of a remote T-Server has changed the call’s user data and the remote T-Server has used the Event Propagation feature to send the updated user data), T-Server:
1. Updates the user data of the corresponding local call.
2. Determines if parties at other remote locations are involved with the call and, if so, propagates the updated user data to T-Servers at other remote locations.
The locations to which user data is propagated are selected based on a call distribution topology. That is, the updated user data is passed directly to the location to which a call was sent and to the location from which the call was received, excluding the location from which the update was received.
For example, consider a call made from location A to location B, and then conferenced from location B to location C. The three instances of the call reside at different locations: the first instance is at location A, the second instance is at location B, and the third instance is at location C. The Event
Propagation feature is employed in the following scenarios:
•
When T-Server at location A receives a local update to user data, it notifies
T-Server at location B (to which it sent the call) about changes to the call’s user data. Thus, T-Server at location B receives a remote update to user data and, in turn, notifies T-Server at location C (to which it sent the call) about these changes.
Although T-Server at location C receives a remote update to user data, it does not pass the notification to any other T-Servers, because it did not send the call to any other locations. As mentioned earlier, T-Servers at locations B and C update the user data of the corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged
.
•
When T-Server at location B receives a local update to user data, it notifies
T-Server at location C (to which it sent the call) and T-Server at location A
(from which it received the call) about changes to the call’s user data.
Thus, T-Servers at locations C and A receive a remote update to user data.
Because T-Server at location C did not send the call to any other locations, and T-Server at location A originated the call, neither of these T-Servers passes the notification to any other T-Servers. T-Servers at locations C and
A update the user data of the corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged
.
•
When T-Server at location C receives a local update to user data, it notifies
T-Server at location B (from which it received the call) about changes to the call’s user data. Thus, T-Server at location B receives a remote update to user data and, in turn, notifies T-Server at location A (from which it received the call) about these changes.
98 Framework 7.6
Chapter 4: Multi-Site Support Event Propagation Feature
Although T-Server at location A receives a remote update to user data, it does not pass the notification to any other T-Servers, because it originated the call. T-Servers at locations B and A update the user data of the corresponding local calls and notify their clients about the changes with
EventAttachedDataChanged
.
When a call is distributed between location A and location C using location B, and is then deleted on location B, propagation between locations A and C still occurs through the transit node at location B.
Party Events Propagation
Party events propagation takes place when a transfer or a conference is completed for a call that was made to or from one or more remote locations, or when a conference party is removed from the conference.
In these cases, the Event Propagation feature distributes party events, such as
EventPartyChanged
,
EventPartyAdded
, and
EventPartyDeleted
, to remote locations involved with the call, according to appropriate call model scenarios.
For example, consider a call made from DN 1 to DN 2 on location A. A
TInitiateConference
request is then issued for DN 2 to transfer the call to external DN 3 on location B. That transfer is made by means of ISCC routing.
When this conference is completed on location A, the Event Propagation feature sends
EventPartyChanged
to location B and distributes this event to involved client applications that are connected to location B and registered for
DN 3. After that, if a party of the conference is removed from the conference
(for example, a party on DN 2), the Event Propagation feature sends
EventPartyDeleted
to location B and distributes this event to client applications registered for DN 3.
Warnings!
• The
OtherDN
and
ThirdPartyDN
attributes might not be present in the events distributed via the Event Propagation feature.
• The Event Propagation feature will not work properly with installations that use switch partitioning.
If a call involved in the propagation has no local parties but has two or more remote parties, the party events propagation is processed in the same manner as the propagation of user data updates.
For a complete event flow in such scenarios, refer to the Genesys 7 Events and
Models Reference Manual.
Basic and Advanced Configuration
The basic Event Propagation feature configuration includes the setting of specific configuration options at the T-Server
Application
level. The advanced feature configuration allows you to customize the feature at the
Switch
level.
T-Server—Deployment Guide 99
Chapter 4: Multi-Site Support Event Propagation Feature
When determining whether to notify other T-Servers of changes to user data, or to distribute party events, T-Server checks:
1. Call topology (what location a call came from and to what location the call was then transferred or conferenced).
2. Outbound parameters of the
Switch
this T-Server relates to (whether propagation parameters are configured for the access codes this switch uses to reach the switch at the location a call came from and the switch at the location to which the call was then transferred or conferenced).
Warning!
The direction of user-data or party-events propagation does not necessarily match the direction of call distribution. Therefore, the access code used to deliver the call can differ from the access code used for the purpose of Event Propagation.
If one of the T-Servers along the call distribution path has the Event
Propagation feature disabled, that T-Server does not distribute events to remote locations.
Procedure:
Activating Event Propagation: basic configuration
Purpose: To activate the Event Propagation feature for User Data updates and call-party–associated events (Party Events) distribution.
Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Options
tab.
3. Open the extrouter
section.
option to the list
value.
This setting enables User Data propagation. If you need to enable Party
Events propagation, perform Step 5.
current
value.
This setting enables Party Events propagation.
For the option description and its valid values, see Chapter 9, “T-Server
Common Configuration Options,” on page 195
.
6. When you are finished, click
Apply
.
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
100 Framework 7.6
Chapter 4: Multi-Site Support Event Propagation Feature
Next Steps
•
For advanced feature configuration, do the following procedure:
Modifying Event Propagation: advanced configuration, page 101
Procedure:
Modifying Event Propagation: advanced configuration
Purpose: To modify access codes for advanced Event Propagation configuration.
Prerequisites
•
Activating Event Propagation: basic configuration, page 100
Overview
You can set Event Propagation parameters using:
•
The
Default Access Code
properties of the
Switch
that receives an ISCCrouted call (the destination switch).
•
The
Access Code
properties of the
Switch
that passes an ISCC-routed call
(the origination switch).
If you do not set up Event Propagation parameters for a given
Access Code,
T-Server uses corresponding settings configured for the
Default Access Code of the destination switch.
The procedures for modifying
Default Access Codes
and
Access Codes
are very similar to each other.
Start of procedure
1. Among configured
Switches,
select the
Switch
that the configured
T-Server relates to.
2. Open the
Switch’s Properties
dialog box and click either the
Default
Access Codes
tab or the
Access Codes
tab.
3. Select a configured
Default Access Code
or configured
Access Code
and click
Edit.
Note:
If no
Default Access Code
is configured, see
instructions. If no
Access Codes
are configured, see page 106 for
instructions.
4. In the
Switch Access Code Properties
dialog box that opens, specify a value for the
ISCC Protocol Parameters
field as follows:
T-Server—Deployment Guide 101
Chapter 4: Multi-Site Support ISCC Transaction Monitoring Feature
To enable distribution of both user data associated with the call and call-party–associated events
1
, type: propagate=yes which is the default value.
To enable distribution of user data associated with the call and disable distribution of call-party–associated events, type: propagate=udata
To disable distribution of user data associated with the call and enable distribution of call-party–associated events, type: propagate=party
To disable distribution of both user data associated with the call and call-party–associated events, type: propagate=no
5. Click
OK
to save configuration updates and close the
Switch Access Code
Properties
dialog box.
6. Click
Apply
and
OK
to save configuration updates and close the
Switch
Properties
dialog box.
End of procedure
ISCC Transaction Monitoring Feature
This feature allows T-Server clients to monitor ISCC transactions that occur during the call data transfer between T-Servers in a multi-site environment.
In order to be able to monitor ISCC messaging, a T-Server client must subscribe to the ISCC Transaction Monitoring. Once a subscription request is confirmed, a client will receive updates about all multi-site operations of this
T-Server.
The
TTransactionMonitoring
request is used to instruct T-Server to start, stop, or modify a client’s subscription to Transaction Monitoring feature notifications by setting the
TSubscriptionOperationType
parameter to
SubscriptionStart, SubscriptionStop,
or
SubscriptionModify respectively.
The transaction status is reported in
EventTransactionStatus
messages to the subscribed clients.
To determine whether the Transaction Monitoring feature is supported by a specific T-Server, a T-Server client may query T-Server’s capabilities. See
Genesys 7 Events and Models Reference Manual and Voice Platform SDK 7.6
.NET (or Java) API Reference for more information about support of this feature.
1. The following are call-party–associated events:
EventPartyChanged
,
EventPartyDeleted
, and
EventPartyAdded.
102 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Configuring Multi-Site Support
Prior to configuring T-Server to support multi-site operation, you must read the
“Licensing Requirements” on page 37 , as well as previous sections of this
chapter on multi-site deployment. In particular, Table 3 on page 79
shows
NetworkCallID
attribute for the ISCC/COF feature. Use this information as you follow the instructions in this chapter.
Note:
Before attempting to configure a multi-site environment, Genesys recommends that you plan the changes you want to make to your existing contact centers. You should then gather the configuration information you will need (such as the names of each T-Server application, port assignments, switch names, and so on), and use
Configuration Manager to create and partially configure each T-Server
object. Review multi-site option values in the “Multi-Site Support
and determine what these values need to be, based on your network topology.
For T-Server to support multi-site operation, you must create and configure three types of objects in the Configuration Layer:
1.
Applications
2.
Switches,
including
Access Codes
3.
DNs
You must configure these objects for origination and destination locations.
Multi-site support features activate automatically at T-Server startup. See
for details.
Applications
Ensure that T-Server
Application
objects, and their corresponding
Host objects, exist and are configured for origination and destination locations.
Once you’ve done that, use Configuration Manager to add this configuration to a T-Server
Application.
Procedure:
Configuring T-Server Applications
Purpose: To configure T-Server
Application
objects for multi-site operation support.
T-Server—Deployment Guide 103
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Connections
tab and click
Add
to add a connection to the appropriate T-Server. The
Connection Info Properties
dialog box displays.
3. Use the
Browse
button to search for the T-Server you want to connect to, and fill in the following values:
Port ID
Connection Protocol
Local Timeout
Remote Timeout
Trace Mode
4. Click the
Options
tab. Create a new section called extrouter
or open an existing section with this name.
Note:
If you do not create the extrouter
section, T-Server works according to the default values of the corresponding configuration options.
5. Open the extrouter
section. Configure the options used for multi-site support.
Note:
For a list of options and valid values, see “Multi-Site Support
, in the “T-Server Common Configuration
Options” chapter in Part Two of this document.
6. When you are finished, click
Apply
.
7. Repeat this procedure for all T-Servers for origination and destination locations that are used for multi-site operations.
End of procedure
Next Steps
•
See
Switches and Access Codes
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
You configure
Access Codes
to a destination switch in the origination
Switch’s
Properties
dialog box. The only exception is the
Default Access Code,
which is configured at the destination
Switch’s Properties
dialog box.
104 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
You can configure two types of switch
Access Codes
in the
Switch’s
Properties
dialog box:
•
A
Default Access Code
(for inbound calls)—Specifies the access code that other switches can use to access this switch when they originate a multisite transaction.
•
An
Access Code
(for outbound calls)—Specifies the access code that this switch can use when it originates a multi-site transaction to access another switch.
When the origination T-Server processes a multi-site transaction, it looks for an access code to the destination switch. First, T-Server checks the
Access
Code
of the origination
Switch
:
•
If an access code to the destination switch is configured with the target type
Target ISCC
and with any transaction type except
Forbidden
, T-Server uses this access code to dial the destination switch.
•
If the access code to the destination switch is not configured on the
Access
Code
tab of the origination switch, the origination T-Server checks the
Default Access Code
tab of the destination switch. If an access code is configured there with the target type
Target ISCC
and with any transaction type except
Forbidden
, T-Server uses this access code to dial the destination switch.
•
If no access code with the required properties is found, T-Server rejects the transaction.
Note:
When migrating from previous releases of T-Servers to 7.6, or when using T-Servers of different releases (including 7.6) in the same
environment, see “Compatibility Notes” on page 109.
Procedure:
Configuring Default Access Codes
Purpose: To configure the
Default Access Codes
(one per
Switch
object) to be used by other switches to access this switch when they originate a multi-site transaction.
Prerequisites
•
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
T-Server—Deployment Guide 105
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Start of procedure
1. Among configured
Switches
, select the
Switch
that the configured T-Server relates to.
2. Open the
Switch Properties
dialog box and click the
Default Access Codes tab.
3. Click
Add
to open the
Access Code Properties
dialog box.
4. In the
Code
field, specify the access code used by remote switches to reach a DN at this switch. An access code is used as a prefix to the remote switch numbers.
Note:
If no prefix is needed to dial to the configured switch, you can leave the
Code
field blank.
5. In the
Target Type
field, select
Target ISCC
.
6. In the
Route Type
field, select a value corresponding to the transaction type you want to use (given that it is supported for your switch type).
7. When you are finished, click
Apply
.
End of procedure
Next Steps
•
See
Procedure:
Configuring Access Codes
Purpose: To configure the
Access Codes
(one or more per
Switch
object) that this switch can use when it originates a multi-site transaction to access another switch.
Prerequisites
•
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
Start of procedure
1. Among configured
Switches
, select the
Switch
that the configured T-Server relates to.
2. Open the
Switch Properties
dialog box and click the
Access Codes
tab.
3. Click
Add
to open the
Access Code Properties
dialog box.
106 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
4. In the
Switch
field, specify the switch that this switch can reach using this access code. Use the
Browse
button to locate the remote switch.
5. In the
Code
field, specify the access code used to reach a DN at the remote switch from this switch. An access code is used as a prefix to the remote switch numbers.
Note:
If no prefix is needed to dial from one switch to another, you can leave the
Code
field blank.
6. In the
Target Type
field, select
Target ISCC
.
When you select
Target ISCC as your target type, the
Properties
dialog box changes its lower pane to the
Sources
pane. It is here that you enter the extended parameters for your access codes, by specifying the
ISCC
Protocol
and
ISCC Call Overflow Parameters.
To set these parameters, locate the two drop-down boxes that appear below the
Target Type field in the
Sources
pane of that
Properties
dialog box.
a. In the
ISCC Protocol Parameters
drop-down box, enter the appropriate
ISCC Protocol parameter, as a comma-separated list of one or more of the following items shown in
Table 5: Target Type: ISCC Protocol Parameters
ISCC Protocol Parameters Description
dnis-tail=<number-of-digits
> Where
<number-of-digits
> is the number of significant DNIS digits (last digits) used for call matching
0
(zero) matches all digits.
propagate=<yes
, udata
, party
, no>
Default is
yes
. For more information,
see “Modifying Event Propagation: advanced configuration” on page 101 .
direct-network-callid=<>
For configuration information, see Part
Two of this document. (Use Table 3 on page 79
to determine if your T-Server supports the direct-network-callid transaction type.)
b. In the
ISCC Call Overflow Parameters
drop-down box, enter call overflow parameters, as a comma-separated list of one or more of the following items shown in
T-Server—Deployment Guide 107
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Table 6: Target Type: ISCC Call Overflow Parameters
ISCC Call Overflow Parameters Description
match-callid
Matches calls using network
CallID
.
match-ani inbound-only=<boolean>
Matches calls using ANI.
Default is
true.
Setting
inbound-only to true disables COF on consultation and outbound calls.
7. In the
Route Type
field, select a value corresponding to the transaction type you want to use (given that it is supported for your switch type).
contains cross-reference information on transaction types that the
Configuration Layer and T-Server use.
Table 7: Route Type and ISCC Transaction Type Cross-Reference
Route Type Field Value
Default
Direct
Direct ANI
Direct Digits
Direct DNIS and ANI
Direct Network Call ID
Direct No Token
Direct UUI
DNIS Pooling
Forbidden
ISCC defined protocol
PullBack
ISCC Transaction Type
The first value from the list of values specified in the cast-type
option for the
T-Server at the destination site direct-callid direct-ani direct-digits
Reserved direct-network-callid direct-notoken direct-uui dnis-pooling
External routing to this destination is not allowed
Reserved pullback
108 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Table 7: Route Type and ISCC Transaction Type Cross-Reference
(Continued)
Route Type Field Value
Re-Route
Route
8. When you are finished, click
Apply
.
ISCC Transaction Type
reroute route
End of procedure
Next Steps
•
After configuring a switch for multi-site support, proceed with the configuration of DNs assigned to this switch.
Compatibility Notes
When migrating from previous releases of T-Servers to 7.6, or when using
T-Servers of different releases (including 7.6) in the same environment, keep in mind the following compatibility issues:
•
The
Target External Routing Point
value of the
Target Type
field is obsolete and provided only for backward compatibility with T-Servers of releases 5.1 and 6.0. When two access codes for the same switch are configured, one with the
Target ISCC
target type and the other with the
Target External Routing Point
target type, T-Servers of releases 7.x, 6.5, and 6.1:
Use the
Target ISCC
access code for transactions with T-Servers of releases 7.x, 6.5, and 6.1.
Use the
Target External Routing Point
access code for transactions with T-Servers of releases 5.1 and 6.0.
When the only access code configured for a switch has the
Target External
Routing Point
target type, T-Server uses this access code for all transactions.
•
When the
Target External Routing Point
value of the
Target Type
field is configured, you must set the
Route Type
field to one of the following:
Default
to enable the route
transaction type
Label
to enable the direct-ani
transaction type
Direct
to enable the direct
transaction type
Note:
The direct
transaction type in releases 5.1 and 6.0 corresponds to the direct-callid
transaction type in releases 6.1, 6.5, and 7.x.
UseExtProtocol
to enable the direct-uui
transaction type
T-Server—Deployment Guide 109
Chapter 4: Multi-Site Support Configuring Multi-Site Support
PostFeature
to enable the reroute
transaction type
These values are fully compatible with the transaction types supported in
T-Server release 5.1.
•
For successful multi-site operations between any two locations served by release 5.1 T-Servers, identical
Route Type
values must be set in the
Switch’s Access Code Properties
dialog boxes for both the origination and destination switches.
DNs
Use the procedures from this section to configure access resources for various transaction types.
Procedure:
Configuring access resources for the route transaction type
Purpose: To configure dedicated DNs required for the route transaction type.
Prerequisites
•
Ensure that
Switching Office
and
Switch
objects are configured for both origination and destination locations.
Start of procedure
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
2. On the
General
tab of the DN’s
Properties
dialog box, specify the number of the configured DN as the value of the
Number
field. This value must correspond to the Routing Point number on the switch.
3. Select
External Routing Point
as the value of the
Type
field.
4. If a dialable number for that Routing Point is different from its DN name, specify the number in the
Association
field.
5. Click the
Access Numbers
tab. Click
Add
and specify these access number parameters:
Origination switch.
Access number that must be dialed to reach this DN from the origination switch.
In determining an access number for the Routing Point, T-Server composes it of the values of the following properties (in the order listed):
a. Access number (if specified).
110 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
b. Switch access code from the switch of the origination party to the switch to which the Routing Point belongs, concatenated with its
Association
(if the
Association
value is specified).
c. Switch access code from the switch of the origination party to the switch to which the Routing Point belongs, concatenated with the number for the DN.
d. Default access code of the switch to which the Routing Point belongs, concatenated with its
Association
(if the
Association
value is specified).
e. Default access code of the switch to which the Routing Point belongs, concatenated with the number for the DN.
Note:
If option
is set to true,
the access number composed of switch access code and DN can be used for external transfers of calls originating at switches for which an access number is not specified.
6. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for the dnis-pool transaction type
Purpose: To configure dedicated DNs required for the dnis-pool transaction type.
Start of procedure
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
2. On the
General
tab of the DN’s
Properties
dialog box, specify the number of the configured DN as the value of the
Number
field. This value must be a dialable number on the switch.
3. Select
Access Resource
as the
Type
field and type dnis
as the value of the
Resource Type
field on the
Advanced
tab.
4. Click the
Access Numbers
tab. Click
Add
and specify these
Access Number parameters:
Origination switch.
T-Server—Deployment Guide 111
Chapter 4: Multi-Site Support Configuring Multi-Site Support
Access number that must be dialed to reach this DN from the origination switch.
An access number for the access resource is determined in the same manner as for the route
access resource.
5. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for direct-* transaction types
Overview
You can use any configured DN as an access resource for the direct-* transaction types. (The
*
symbol stands for any of the following: callid
, uui
, notoken
, ani
, or digits.
)
You can select the
Use Override
check box on the
Advanced
tab to indicate whether the override value should be used instead of the number value to dial to the DN. You must specify this value if the DN has a different DN name and dialable number. In fact, this value is required for T-Servers for some switch types—for example, Aspect ACD, Nortel Communication Server 2000/2100, and Spectrum.
Procedure:
Configuring access resources for ISCC/COF
Purpose: To configure dedicated DNs required for the ISCC/COF feature.
Start of procedure
Note:
Use Table 4 on page 84 to determine if your T-Server supports the
ISCC/COF feature.
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
Note:
The number of the access resource must match the name of a DN configured on the switch (usually, an ACD Queue) so that
T-Server can determine if the calls arriving to this DN are overflowed calls.
112 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
2. On the
General
tab of the DN
Properties
dialog box, specify the number of the configured DN as the value for the
Number
field.
3. Select
Access Resource
as the value for the
Type
field.
4. On the
Advanced
tab, type cof-in or cof-not-in
as the value for the
Resource Type
field.
Note:
Calls coming to DNs with the cof-not-in
value for the
Resource
Type
are never considered to be overflowed.
5. When you are finished, click
Apply
.
End of procedure
Procedure:
Configuring access resources for non-unique ANI
Purpose: To configure dedicated DNs required for the non-unique-ani resource type.
The non-unique-ani
resource type is used to block direct-ani
and
COF/ani from relaying on ANI when it matches configured/enabled resource digits.
Using non-unique-ani,
T-Server checks every ANI against a list of non-unique-ani
resources.
Start of procedure
1. Under a configured
Switch
, select the
DNs
folder. From the main menu, select
File > New > DN
to create a new
DN
object.
2. On the
General
tab of the DN
Properties
dialog box, specify the ANI digits that need to be excluded from normal processing.
3. Select
Access Resource
as the value for the
Type
field.
4. On the
Advanced
tab, specify the
Resource Type field as non-unique-ani
.
5. When you are finished, click
Apply
.
End of procedure
Procedure:
Modifying DNs for isolated switch partitioning
Purpose: To modify DNs that belong to a particular partition where switch partitioning is used.
T-Server—Deployment Guide 113
Chapter 4: Multi-Site Support Configuring Multi-Site Support
This configuration instructs T-Server to select an External Routing Point that has the same partition as the requested destination DN.
Note:
When a target DN is not configured or has no configured partition name, T-Server allocates a DN of the
External Routing Point
type that belongs to any partition.
Start of procedure
1. Under a
Switch
object, select the
DNs
folder.
2. Open the
Properties
dialog box of a particular
DN
.
3. Click the
Annex
tab.
4. Create a new section named
TServer
.
5. Within that section, create a new option named epn.
Set the option value to the partition name to which the DN belongs.
6. Repeat Steps 1–5 for all DNs, including DNs of the
External Routing
Point
type, that belong to the same switch partition.
7. When you are finished, click
Apply
.
End of procedure
Configuration Examples
This section provides two configuration examples and describes how the configuration settings affect T-Server’s behavior.
Multiple Transaction Types
This example demonstrates the difference in how ISCC directs a call when you specify two different transaction types ( route
and direct-ani
).
In this example, you configure an origination and a destination switch for as
described in “Switches and Access Codes” on page 104
.
1. Among configured
Switches
, select the origination
Switch
.
2. Open the
Switch Properties
dialog box and click the
Default Access Codes tab.
3. Click
Add
to open the
Access Code Properties
dialog box.
4. Set the
Access Code
field to
9.
5. When you are finished, click
Apply
.
6. Among configured
Switches
, select the destination
Switch
.
7. Under the destination
Switch, configure a DN as described in
“Configuring access resources for the route transaction type” on page 110
.
114 Framework 7.6
Chapter 4: Multi-Site Support Configuring Multi-Site Support
8. Set the DN
Number
field to
5001234567.
9. Click the
Advanced
tab of this DN’s
Properties
dialog box.
10. Select the
Use Override
check box and enter
1234567
in the
Use Override field.
11. When you are finished, click
Apply
or
Save
.
12. Use a T-Server client application to register for this new DN with the destination T-Server and, therefore, with the switch.
13. Request to route a call from any DN at the origination switch to the destination DN you have just configured:
If you are using the route
ISCC transaction type, the client requests that T-Server deliver a call to a destination location using the DN number
5001234567.
ISCC requests that the switch dial one of the external routing points at the destination location, using the value either of the
Access Number
field or of the
Access Code
field, which is
9, concatenated with the external routing point at the destination location.
The call is routed to the DN number
5001234567
.
If you are using the direct-ani
ISCC transaction type, the client requests that T-Server deliver a call to a destination location using the
DN number
1234567
, which is the
Use Override
value. ISCC requests that the switch dial
91234567,
which is a combination of the
Switch
Access Code
value and the
Use Override
value. The destination T-Server is waiting for the call to directly arrive at DN number
5001234567.
Call Overflow Methods
This section demonstrates how to indicate which overflow methods a switch supports.
In this example, for T-Server to use ANI/OtherDN matching in call overflow and manual transfer scenarios, set the
ISCC Call Overflow Parameters
to: match-ani
, inbound-only=true when configuring
Switch Access Codes
as described on
.
With this setting, the switch’s location is queried for call data each time the destination T-Server receives an inbound call with the
ANI
or
OtherDN
attribute.
For T-Server to use
NetworkCallID
matching in call overflow and manual transfer scenarios, set the
ISCC Call Overflow Parameters
to (for example): match-callid
, inbound-only=false when configuring
Switch Access Codes
With this setting, the switch’s location is queried for call data each time the destination T-Server receives a call of any type (including inbound) with the
NetworkCallID
attribute.
T-Server—Deployment Guide 115
Chapter 4: Multi-Site Support Next Steps
Next Steps
Continue with Chapter 5, “Start and Stop T-Server Components,” on page 117
to test your configuration and installation.
116 Framework 7.6
Chapter
5
Start and Stop T-Server
Components
z z z z z z z z
This chapter describes methods for stopping and starting T-Server, focusing on manual startup for T-Server and HA Proxy for all switches. It includes these sections:
Command-Line Parameters, page 117
Starting and Stopping with the Management Layer, page 119
Starting with Startup Files, page 120
Verifying Successful Startup, page 126
Starting and Stopping with Windows Services Manager, page 128
Command-Line Parameters
You can start and stop Framework components using the Management Layer, a startup file, a manual procedure, or the Windows Services Manager.
With all these methods, command-line parameters are usually required for a server application in addition to an executable file name.
Common command-line parameters are as follows:
-host
-port
-app
The name of the host on which Configuration Server is running.
The communication port that client applications must use to connect to Configuration Server.
The exact name of an Application object as configured in the Configuration Database.
T-Server—Deployment Guide 117
Chapter 5: Start and Stop T-Server Components Command-Line Parameters
-l
-V
-nco X/Y
-lmspath
- transport-port
<port number>
- transportaddress
<IP address>
The license address. Use for the server applications that check out technical licenses. Can be either of the following:
• The full path to, and the exact name of, the license file used by an application. For example,
-l /opt/mlink/ license/license.dat
.
• The host name and port of the license server, as specified in the
SERVER
line of the license file, in the port@host format. For example,
-l 7260@ctiserver.
Note: Specifying the License Manager’s host and port parameter eliminates the need to store a copy of a license file on all computers running licensed applications.
The version of a Framework component. Note that specifying this parameter does not start an application, but returns its version number instead. You can use either uppercase or lowercase.
The Nonstop Operation feature is activated;
X
exceptions occurring within
Y
seconds do not cause an application to exit. If the specified number of exceptions is exceeded within the specified number of seconds, the application exits or, if so configured, the Management Layer restarts the application. If the
-nco
parameter is not specified, the default value of
6
exceptions handled in
10
seconds applies. To disable the Nonstop Operation feature, specify
-nco 0
when starting the application.
The full path to log messages files (the common file named common.lms
and the application-specific file with the extension
*.lms
) that an application uses to generate log events. This parameter is used when the common and application-specific log message files are located in a directory other than the application’s working directory, such as when the application’s working directory differs from the directory to which the application is originally installed.
Note that if the full path to the executable file is specified in the startup command-line (for instance, c:\gcti\multiserver.exe
), the path specified for the executable file is used for locating the
*.lms
files, and the value of the lmspath
parameter is ignored.
<port number>
is the port number that a client will use for its TCP/IP connection to Configuration Server. See the
Client-Side Port Definition section in the Genesys 7.6
Security Deployment Guide for more information.
<IP address>
is the IP address that a client will use for its
TCP/IP connection to Configuration Server. See the Client-
Side Port Definition section in the Genesys 7.6 Security
Deployment Guide for more information.
118 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting and Stopping with the Management Layer
Note:
In the command-line examples in this document, angle brackets indicate variables that must be replaced with appropriate values.
Starting and Stopping with the
Management Layer
Procedure:
Configuring T-Server to start with the Management
Layer
Start of procedure
1. Open the T-Server
Application’s Properties
dialog box.
2. Click the
Start Info
tab.
3. Specify the directory where the application is installed and/or is to run as the
Working Directory
.
4. Specify the name of the executable file as the command-line
.
5. Specify command-line parameters as the
Command
–
Line Arguments
.
The command-line parameters common to Framework server components are described on
6. When you are finished, click
Apply
.
7. Click
OK
to save your changes and exit the
Properties
dialog box.
End of procedure
Note:
Before starting an application with the Management Layer, make sure the startup parameters of the application are correctly specified in the application’s
Properties
dialog box in Configuration Manager.
After its command-line parameters are correctly specified in the
Properties dialog box, you can start and stop T-Server from Solution Control Interface
(SCI), which is the graphical interface component of the Management Layer.
(The starting procedure for SCI is described in the Framework 7.6 Deployment
Guide.) Framework 7.6 Solution Control Interface Help provides complete instructions on starting and stopping applications.
You can also use the Management Layer to start a T-Server that has failed. To enable T-Server’s autorestart functionality, select the corresponding check box in the
Application’s Properties
dialog box.
T-Server—Deployment Guide 119
Chapter 5: Start and Stop T-Server Components Starting with Startup Files
Note that when you start (or restart) an application via the Management Layer, the application inherits environment variables from Local Control Agent
(LCA), which executes the startup command. Therefore, you must also set the environment variables required by the application for the account that runs LCA.
Warning!
Stopping an application via the Management Layer is not considered an application failure. Therefore, the Management
Layer does not restart applications that it has stopped unless an appropriate alarm condition and alarm reaction are configured for these applications.
Starting with Startup Files
Startup files are files with the extension run.sh
(on UNIX) or startServer.bat
(on Windows), which installation scripts create and place into the applications’ directories during the installations. These files are created for all Framework server applications except:
•
Configuration Server (primary or backup) running on Windows.
•
Backup Configuration Server running on UNIX.
•
DB Server running on Windows.
•
LCA running on either Windows or UNIX.
When using a startup file, verify that the startup parameters the installation script inserted in the startup file are correct. Use the following instructions for
UNIX and Windows to start those application for which startup files are
created. See the appropriate sections in “Starting Manually” on page 121
to identify which applications should be running for a particular application to start.
Procedure:
Starting T-Server on UNIX with a startup file
Start of procedure
1. Go to the directory where an application is installed.
2. Type the following command line: sh run.sh
End of procedure
120 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
Procedure:
Starting T-Server on Windows with a startup file
Start of procedure
To start T-Server on Windows with a startup file, use either of these methods:
•
Go to the directory where an application is installed and double-click the startServer.bat
icon.
Or
•
From the
MS-DOS
window, go to the directory where the application is installed and type the following command-line: startServer.bat
End of procedure
Starting Manually
When starting an application manually, you must specify the startup parameters at the command prompt, whether you are starting on UNIX or
Windows. At the command prompt, command-line parameters must follow the name of the executable file. On the
Shortcut
tab of the Program
Properties dialog box, command-line parameters must also follow the name of the executable file.
The command-line parameters common to Framework server components are
If an
Application
object name, as configured in the Configuration Database, contains spaces (for example,
T-Server Nortel
), the
Application
name must be surrounded by quotation marks in the command-line:
-app “T-Server Nortel”
You must specify the rest of the command-line parameters as for any other application.
The following sections provide general instructions for starting HA Proxy and
T-Server manually. Along with these instructions, refer to
, which lists
T-Servers and HA Proxy executable file names for supported switches for
Windows and UNIX operating systems.
T-Server—Deployment Guide 121
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names
Switch Type
Alcatel A4200/OXO
Alcatel A4400/OXE
Aspect ACD
Avaya Communication
Manager
Avaya INDeX
Cisco CallManager
DataVoice Dharma
Digitro AXS/20
EADS Intecom M6880
EADS Telecom M6500 eOn eQueue
Ericsson MD110
Fujitsu F9600
Huawei C&C08
Mitel SX-2000/
MN 3300
NEC NEAX/APEX
Nortel Communication
Server 2000/2100
Nortel Communication
Server 1000 with
SCSS/MLS
Philips Sopho iS3000
T-Server Executable File Name
UNIX
a4200_server a4400_server aspect_server avayacm_server
Not Applicable ciscocm_server
Dharma_server digitro_server intecom_server m6500_server eon_server md110_server
Not Applicable cc08_server
SX2000_server neax_server ncs2000_server succession_server iS3000_server
Windows
a4200_server.exe
a4400_server.exe
aspect_server.exe
index_server.exe
ciscocm_server.exe
Dharma_server.exe
digitro_server.exe
intecom_server.exe
m6500_server.exe
eon_server.exe
md110_server.exe
F9600_server.exe
cc08_server.exe
SX2000_server.exe
neax_server.exe
ncs2000_server.exe
succession_server.exe
Not Applicable ha_proxy_ dms ha_proxy_ dms.exe
Not Applicable iS3000_server.exe
HA Proxy
Executable File
Name
UNIX Windows
Not Applicable
Not Applicable
Not Applicable
Applicable a
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable ha_proxy_ iS3000 ha_proxy_ iS3000.exe
122 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names (Continued)
Switch Type
Radvision iContact
Rockwell Spectrum
Samsung IP-PCX IAP
Siemens Hicom 300/
HiPath 400 CSTA I
Siemens HiPath 3000
Siemens HiPath 4000
CSTA III
Siemens HiPath DX iCCL
SIP Server
Tadiran Coral
Teltronics 20-20
UNIX
nts_server spectrum_server samsung_server rolmcb4_server
HiPath3000_server
HiPath4000_server
RealitisDX-iCCL_server sip_server
Coral_server
Teltronics2020_server
Windows
nts_server.exe
spectrum_server.exe
samsung_server.exe
rolmcb4_server.exe
HiPath3000_server.exe
HiPath4000_server.exe
RealitisDX-iCCL_ server.exe
sip_server.exe
Coral_server.exe
Teltronics2020_ server.exe
Tenovis Integral 33/55
AT&T
Concert
CRSP
DTAG
GenSpec
ISCP
IVR Server, using network configuration
KPN
T-Server Executable File Name
Tenovis_server Tenovis_server.exe
Network T-Servers
nts_server nts_server nts_server.exe
nts_server.exe
nts_server dtag_server nts_server nts_server nts_server nts_server.exe
dtag_server.exe
nts_server.exe
nts_server.exe
nts_server.exe
kpn_server kpn_server.exe
HA Proxy
Executable File
Name
UNIX Windows
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable ha_proxy_ teltronics
2020 ha_proxy_ teltronics
2020.exe
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
T-Server—Deployment Guide 123
Chapter 5: Start and Stop T-Server Components Starting Manually
Table 8: T-Server and HA Proxy Executable Names (Continued)
Switch Type
MCI
NGSN
Network SIP Server
Sprint
SR3511
Stentor
T-Server Executable File Name
UNIX
mci800_server nts_server tsip_server sprint_server sr3511_server stentor_server
Windows
mci800_server.exe
nts_server.exe
tsip_server.exe
sprint_server.exe
sr3511_server.exe
stentor_server.exe
HA Proxy
Executable File
Name
UNIX Windows
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable
Not Applicable a. For releases prior to 7.1, this T-Server has an HA Proxy available: ha_proxy_g3tcp
(UNIX) or ha_proxy_g3tcp.exe
(Windows).
HA Proxy
If you do not use HA Proxy in your Genesys implementation, proceed to
If one or more HA Proxy components are required for the T-Server connection, start HA Proxy before starting T-Server.
Before starting HA Proxy, be sure that the following components are running:
•
DB Server that provides access to the Configuration Database
•
Configuration Server
The command-line parameters common to Framework server components are
Procedure:
Starting HA Proxy on UNIX manually
Start of procedure
1. Go to the directory where HA Proxy is installed and type the following command-line: ha_proxy_<switch> -host <Configuration Server host>
-port <Configuration Server port> -app <HA Proxy Application>
124 Framework 7.6
Chapter 5: Start and Stop T-Server Components Starting Manually
2. Replace ha_proxy_<switch>
with the correct HA Proxy executable name, which depends on the type of the switch used.
lists HA Proxy executable names for supported switches.
End of procedure
Procedure:
Starting HA Proxy on Windows manually
Start of procedure
1. Start HA Proxy from either the
Start
menu or the
MS-DOS
window. If using the
MS-DOS
window, go to the directory where HA Proxy is installed and type the following command-line: ha_proxy_<switch>.exe -host <Configuration Server host> -port
<Configuration Server port> -app <HA Proxy Application>
2. Replace ha_proxy_<switch>.exe
with the correct HA Proxy executable name, which depends on the type of the switch used.
lists HA Proxy executable names for supported switches.
End of procedure
T-Server
Before starting T-Server, be sure that the following components are running:
•
DB Server that provides access to the Configuration Database
•
Configuration Server
•
License Manager
Note:
If an HA Proxy component is required for the T-Server connection,
HA Proxy must be started before T-Server.
The command-line parameters common to Framework server components are
T-Server—Deployment Guide 125
Chapter 5: Start and Stop T-Server Components Verifying Successful Startup
Procedure:
Starting T-Server on UNIX manually
Start of procedure
1. Go to the directory where T-Server is installed and type the following command-line:
<switch>_server -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace
<switch>_server
with the correct T-Server executable name, which depends on the type of the switch used.
lists T-Server executable names for supported switches.
End of procedure
Procedure:
Starting T-Server on Windows manually
Start of procedure
1. Start T-Server from either the
Start
menu or the
MS-DOS
window. If using the
MS-DOS
window, go to the directory where T-Server is installed and type the following command-line:
<switch>_server.exe -host <Configuration Server host>
-port <Configuration Server port> -app <T-Server Application>
-l <license address> -nco [X]/[Y]
2. Replace
< switch>_server.exe
with the correct T-Server executable name, which depends on the type of the switch used.
lists T-Server executable names for supported switches.
End of procedure
Verifying Successful Startup
After executing the startup command, you might want to check whether it was successful.
If you used the Management Layer to start either T-Server or HA Proxy, check whether Solution Control Interface displays
Started
or
Service Unavailable
126 Framework 7.6
Chapter 5: Start and Stop T-Server Components Stopping Manually status for the corresponding application. Refer to the “Troubleshooting” section of the Framework 7.6 Management Layer User’s Guide if the startup command does not result in either
Started
or
Service Unavailable
status for some period of time.
If you start your T-Server or HA Proxy with startup files or manually, and if you have configured logging to console or a log file, check the log for messages similar to the following:
•
T-Server log file:
Link connected
•
HA Proxy log file:
Link connected
Stopping Manually
The following stopping procedures apply to Genesys server applications, such as DB Server, Configuration Server, Message Server, Local Control Agent,
Solution Control Server, HA Proxy, T-Server, and Stat Server.
Procedure:
Stopping T-Server on UNIX manually
Start of procedure
To stop a server application from its console window on UNIX, use either of these commands:
•
Ctrl+C
•
kill <process number>
End of procedure
Procedure:
Stopping T-Server on Windows manually
Start of procedure
To stop a server application on Windows, use either of these commands:
•
To stop a server application from its console window on Windows, use the
Ctrl+C
command.
•
To stop a server application on Windows, use the
End Task
button on the
Windows
Task Manager
.
End of procedure
T-Server—Deployment Guide 127
Chapter 5: Start and Stop T-Server Components Starting and Stopping with Windows Services Manager
Starting and Stopping with Windows
Services Manager
When starting an application installed as a Windows Service, make sure the startup parameters of the application are correctly specified in the
ImagePath
in the
Application
folder in the
Registry Editor
. The
ImagePath
must have the following value data:
<full path>\<executable file name> -service <Application Name as
Service> -host <Configuration Server host>
-port <Configuration Server port> -app <Application Name>
-l <license address> where the command-line parameters common to Framework server
components are described on page 117 and
-service
The name of the Application running as a Windows Service; typically, it matches the Application name specified in the
-app
command-line parameter.
Framework components installed as Windows Services with the autostart capability are automatically started each time a computer on which they are installed is rebooted.
You can start Framework components installed as Windows Services with the manual start capability with the
Start
button in
Services Manager.
Note:
Use the
Windows Services
window to change the startup mode from
Automatic
to
Manual
and vice versa.
Regardless of a component’s start capability, you can stop Framework components installed as Windows Services with the
Stop
button in
Services
Manager
.
Next Steps
This chapter concludes Part One of this document—the set of general instructions for deploying any T-Server. Refer to subsequent chapters in this guide for detailed reference information and any special procedural instructions that pertain to your particular T-Server.
128 Framework 7.6
Part
2
Part Two: Reference
Information
Part Two of this T-Server Deployment Guide contains reference information specific to your T-Server. However, it also contains information on all
T-Server options, both those specific to your T-Server and those common to all
T-Servers. The information is divided among these chapters:
•
Chapter 6, “Switch-Specific Configuration,” on page 131
provides compatibility and configuration information specific to this T-Server, including instructions for setting the DN properties and recommendations for the switch configuration.
•
Chapter 7, “Supported Functionality,” on page 147
describes the features that are supported by this T-Server, including T-Library functionality, use of the
Extensions
attribute, and error messages.
•
Chapter 8, “Common Configuration Options,” on page 173
describes the log configuration options common to all Genesys server applications.
•
Chapter 9, “T-Server Common Configuration Options,” on page 195 ,
describes the configuration options common to all T-Server types, including options for multi-site configuration.
•
Chapter 10, “T-Server-Specific Configuration Options,” on page 219 ,
describes the configuration options specific to this T-Server, including the link-related options—those that address the interface between T-Server and the switch.
•
Chapter 11, “Supported High-Availability Configurations,” on page 241
, provides high-availability (HA) configuration notes specific to T-Server for Avaya Communication Manager.
T-Server—Deployment Guide 129
Part Two: Reference Information New in T-Server for Avaya Communication Manager
New in T-Server for Avaya Communication
Manager
The following new feature is now available in the initial 7.6 release of
T-Server for Avaya Communication Manager:
•
The option set-otherdn-trunk-info
has been added in version 7.5.011.01
of T-Server. See page 236 for details.
Notes:
• Configuration option changes that apply to T-Server for Avaya
Communication Manager are described in “Changes from Release
• For a list of new features common to all T-Servers, see Part One of this document.
130 Framework 7.6
Chapter
6
Switch-Specific
Configuration
z z z z z z z
This chapter presents switch-specific reference information for configuring
T-Server for Avaya Communication Manager. It includes these sections:
Configuring Links and Switches, page 134
Configuring AES connections, page 140
ISDN Network Redirection, page 142
Avaya Communication Manager Requirements, page 142
Genesys Requirements for Avaya Communication Manager, page 145
Known Limitations
Several known limitations exist in the current T-Server for Avaya
Communication Manager environment:
1. For DNs not configured in the Configuration Layer, DN queries for dynamic DN registration are performed on the primary T-Server, however, synchronization of all DN states is not guaranteed. When performing a first time registration of a DN that is not in the Configuration Layer, and in the case where there is an active call on this DN, T-Server does not pass call information (in extensions) to the registering TClient on the initial
EventDNBackInService
.
2. T-Server does not support switch partitioned configurations.
3. When T-Server has the option second-call-as-consult
set to true
,
T-Server considers any manual second call made from a given DN as a consultation call to the first call. This may not be always desirable, especially in cases of manual calls where the second call is not intended to
T-Server—Deployment Guide 131
Chapter 6: Switch-Specific Configuration Known Limitations be a consultation call of the first. Further, in an HA environment, where backup T-Server has the option second-call-as-consult
set to
true
, backup T-Server considers any second call made from the same DN as the first call as a consultation call of the first call. In cases of two independent
CTI calls on the primary T-Server, the second call is not considered a consultation of the first call in the primary T-Server. However, in this case, backup T-Server represents the second call as a consultation call of the first. This has the potential of causing differences in data representation in primary and backup (see the consult-user-data
option).
4. Currently, in an HA environment, call type is not automatically propagated to the backup T-Server. This potential call type difference between primary and backup is only reflected in TEvents after switchover.
5. Currently, the PBX does not notify T-Server when the agent changes state using the standard buttons on the physical phoneset. To ensure proper agent synchronization, Genesys suggest using either a softphone for all agent state changes, or feature access codes. In addition, the configuration option q uery-agent-work-mode
, with its value set to on-timer
, can be used to request agent states for all properly configured agents who are logged in
but who are not on calls. See “query-agent-work-mode” on page 228 .
6. T-Server does not attempt to connect to a backup Configuration Server in a switchover scenario where the backup Configuration Server was configured for the primary Configuration Server after T-Server was started. In this scenario, you must manually restart T-Server to establish the connection to the backup Configuration Server.
7. To enable multi-site functionality, restart all T-Servers after adding the extrouter External Routing feature in the T-Server license file. T-Server verifies any modification to the license file at startup.
8. During installation, configure T-Server as case sensitive, to match the configuration of other Genesys products.
9. If Local Control Agent starts as a Windows NT Service or as a UNIX background process, do not use console output for the Application log.
10. T-Server might incorrectly generate events in the following scenario:
a. DN1 on Site 1 uses the External Routing feature to place a call to DN2 on remote Site 2.
b. DN2 answers the call sent from DN1.
c. DN2 uses the External Routing feature to perform a call transfer to
DN3 at Site 1.
d. DN3 answers the call sent from DN2.
e. With the call answered, DN2 completes the transfer.
f. DN1 releases the call.
In this scenario, the T-Server at Site 1 might incorrectly generate events for the call and report the incorrect status of DN1 to T-Server clients.
132 Framework 7.6
Chapter 6: Switch-Specific Configuration Setting DN Types
11. If the former primary T-Server’s link is still active during switchover, there is a delay before the new primary T-Server takes control of all calls. The length of the delay depends on the number of active calls and the value set for the use-link-bandwidth
option (see “use-link-bandwidth” on page 236
).
12. No information that is passed by the Avaya PBX across the ASAI link allows T-Server to identify the agent skill level or skill preference.
T-Server is unable to distinguish between agent skill levels for any logic on the PBX that use agent skill level (ex: Advocate primary/reserve skills). As a result, only skill membership can be distinguished.
Setting DN Types
This section describes how to set the DN types required for the use of this
T-Server with Avaya Communication Manager. See
Table 9: Setting DN Types for Avaya Communication Manager
Domain Type
VDNs
VDNs
VDNs
ACD Splits
Phone Set (station)
DNs
Possible Types for the DN
DN Types a
Comments
External Routing Point
Routing Point
ACD Queue
(Switch-specific Type 2)
ACD Queue
(Switch-specific Type 3)
ACD Position
Extension
Voice Treatment Port
Voice Mail
Mixed
Any VDNs with a corresponding “ adjunct-route
” programming script. External Routing Points are used on
T-Server
exclusively for Inter Server Call
Control (ISCC) functionality.
Any VDNs with a corresponding “ adjunct-route
” programming script.
Any VDNs without an “ adjunct-route
” programming script.
Used for receiving/initiating calls with agent logged in.
Used for receiving/initiating calls.
Used for IVR (Interactive Voice Response) and other audio equipment.
Used for voice mail.
Reserved for Genesys Engineering.
T-Server—Deployment Guide 133
Chapter 6: Switch-Specific Configuration Configuring Links and Switches a. You must specify the same value for the
Switch-Specific Type
property (on the
Advanced
tab of the DN
Properties
dialog box) for the DN for the
ACD Queue type. For Avaya Communication Manager, use one of the following values:
1
—Default (not specified)
2
—VDN
3
—ACD Split/Skill/Hunt Group
Configuring Links and Switches
Configuring the CTI Link
You must configure the CTI link (between T-Server and Avaya
Communication Manager) properly; otherwise, T-Server sends
Connection
Rejected: Invalid link
to the switch
.
You can configure the link from within the MAPD (Multiapplication Platform for Avaya Communication Manager) interface by selecting
DLG
Administration.
Warning!
Contact the switch vendor before changing the switch configuration.
Procedure:
To Configure the CTI Link
Start of procedure
1. Select
DLG Administration
from the main administration menu as shown in
.
134 Framework 7.6
Chapter 6: Switch-Specific Configuration Configuring Links and Switches
7
8
5
6
Port
3
4
1
2
Client Name or IP Address
192.168.1.215
viva
192.168.31.322
casa casa
192.168.2.65
192.168.1.326
moza
Client
Link
1
2
3
4
5
6
7
8
Client Status in use idle in use idle in use idle idle idle
Press DELETE to delete this entry or ADD to add a new entry.
Figure 12: DLG Administration Menu
2. Enter the host name or IP address into the table. You must specify the same value for the
Client Link
field in the table that you specify for the link-number
option of the T-Server configuration.
End of procedure
Configuring the ASAI Link
An Avaya representative must activate the necessary ASAI options. To determine whether this has been done, enter the following command on the
Avaya switch console:
Display System-Parameters Customer-Options
In PBX versions prior to R010, the response should resemble the
OPTIONAL
FEATURES
The
ASAI Interface
option must be set to y.
The
ASAI CAPABILITY GROUPS
and
ASAI OPTIONAL FEATURES
screen (shown in
) contains the message option packages that must be turned on (by setting the values y
) for the ASAI link.
T-Server—Deployment Guide 135
Chapter 6: Switch-Specific Configuration Configuring Links and Switches display system-parameters customer-options page 2 of 7
Figure 13: Optional Features Screen with ASAI Interface
display system-parameters customer-options page 7 of 7
Figure 14: ASAI Capability Groups and ASAI Optional Features
In version R0101 and later of the Avaya switch, these features are combined into two packaged groups, and the response to the command you typed should
136 Framework 7.6
Chapter 6: Switch-Specific Configuration Configuring Links and Switches
ASAI Link Core Capabilities
and
ASAI Link Plus
Capabilities
should be set to y.
display system-parameters customer-options page 3 of 11
Figure 15: Optional Features with ASAI Core and Plus Capabilities
Configuring an ASAI Station
The ASAI link requires a MAPD circuit pack, TN801, with an available port.
To verify whether an ASAI station has been configured, list the station ports by entering the list station type ASAI
value at the command prompt.
Note:
In version MV1.2, the object of this command has been changed to
CTI-Link
, so your input should be list CTI-Link
.
If no ASAI station or CTI link is programmed, you must add one, using the add station [ext #]
command or the add CTI-Link [#]
shows how to program the ASAI station. The
Extension
and
Name
fields can be assigned as required by the customer. If heavy traffic (exceeding one call per second) is expected over the CTI link, set
Event Minimization
to y.
All other parameters should be set as indicated in
.
Note:
The
CRV Length
parameter must be set to
2
(bytes) when configuring
MAPD-based links.
T-Server—Deployment Guide 137
Chapter 6: Switch-Specific Configuration Configuring Links and Switches
Figure 16: The Add ASAI Station Screens
Configuring TACW
The
TimedAfterCallWork
(TACW) option, when enabled, starts a timer after the
Disconnect
message is received from the ASAI link. Avaya Communication
Manager automatically puts an agent into TACW after an ACD call release in the following scenarios:
•
The agent is in the
Ready/AutoIn
state at the moment of release.
•
TACW is administered for the VDN or the ACD Split that the call went through.
•
When using the TACW functionality, the predict-agent-work-mode
option must be set to true
. See
“predict-agent-work-mode” for details.
After the timer expires, T-Server sends a query to the switch for agent status. If the agent state has changed, T-Server updates the agent state accordingly (and sends an appropriate event to clients). However, if the response from the switch indicates that the agent is still in the
AfterCallWork
state (because, for example, he or she has manually pressed a key to stay in this state), T-Server does not perform any additional actions.
Note that T-Server monitors events from the desktop application and the phone set. All agent state changes (as well as
Logout
) are monitored. Upon receiving any such request and/or message, T-Server changes the agent state, without waiting for the timeout.
When working with the Configuration Layer, you must configure the TACW timeout on the
Annex
tab of DN
Properties
dialog box: in the
TServer
section, set the tacw
configuration option with an integer value. The values specified in the Configuration Layer must correspond to the values configured on the switch as shown in
.
138 Framework 7.6
Chapter 6: Switch-Specific Configuration Configuring Links and Switches
Note:
If the
Annex
tab does not appear in the DN
Properties
dialog box, select
View > Options
from the Configuration Manager main menu, select the
Show Annex tab in object properties
check box, and then click
OK.
Figure 17: Example of TACW Configuration
Note:
According to Avaya specifications, the interval for the VDN overrides the TACW interval for the hunt group. Therefore, if a call passes through a VDN having a TACW value of
10 seconds
, and it is queued through a vector step to a split/skill having a TACW value of
20 seconds
, the VDN timer takes precedence.
In addition to the T-Server configuration, you must set the
Allow VDN Override parameter on the switch to
Y.
See “Avaya Communication Manager
T-Server—Deployment Guide 139
Chapter 6: Switch-Specific Configuration Configuring AES connections
Configuring AES connections
The CLAN IPs listed here should match the CLAN cards set up for
AESVCS
in the ip-services
form. As shown in
Figure 18: CLAN IPs
The switch password should match the password set up for this server as per the ip-services
page. The server name in the ip-services
screen must match the internal AES server name. As shown in
.
Figure 19: Set Password
140 Framework 7.6
Chapter 6: Switch-Specific Configuration Configuring AES connections
The DLG Links screen:
•
The
Switch Connection
column refers to the switch connection name.
•
The
Switch CTI Link
refers to the CTI Link object as configured on the
S87xx.
•
The
Client Host Name or IP Address
refers to the name/IP of the TServer host.
•
The
Client Link Number
refers to the link number that T-Server is configured to pass. This must be unique for a particular Client Host Name or IP Address. The example in
would be for links 13 and 16.
Figure 20: DLG Links
T-Server—Deployment Guide 141
Chapter 6: Switch-Specific Configuration ISDN Network Redirection
Enter the DLG information on the Add/Edit DLG Links screen. As shown in
.
Figure 21: DLG Information
ISDN Network Redirection
Starting with release 7.5, T-Server for Avaya Communication Manager supports the ASAI feature ISDN Network Redirection.
When a
RequestRouteCall
is received with the extension
TC-method
=
OOB,
T-Server adds the ncr
flag to the CTI request
RouteSelect
which enables out of band (OOB) Transfer Connect Signaling (TCS) from the switch to the network. This applies to TCS calls only
See the option
send-tcs-dtmf, page 231 for more details.
Avaya Communication Manager
Requirements
The figures in this section are examples of VDN and vector configurations.
You can modify these configurations to meet your business requirements. Just make sure that you understand the implications that any of these setting might have in your environment. For additional details, contact your switch vendor.
142 Framework 7.6
Chapter 6: Switch-Specific Configuration Avaya Communication Manager Requirements
Figure 22: Example of VDN 3701 Configuration
Figure 23: Example of Call Vector 1 Configuration
T-Server—Deployment Guide 143
Chapter 6: Switch-Specific Configuration Avaya Communication Manager Requirements
Figure 24: Example of Call Vector 9 Configuration
Configuring an ASAI Split
Enter display hunt-group #
at the command prompt to display the
Hunt-
Group/Split Setup
screen (see Figure 25 ). To force all agent control of the
phone from the ASAI link, set
Controlling Adjunct
to asai
; otherwise, set it to none.
To change this entry, enter change hunt-group #
at the command prompt.
Tab to the entry and type in the correct response. If you change the value to asai,
a prompt requests either the
Adjunct Link Extension
or
CTI link #
, depending on the PBX software version
.
Enter the extension number assigned earlier for the ASAI station.
Figure 25: ASAI Link, Hunt Group Configuration
144 Framework 7.6
Chapter 6: Switch-Specific Configuration Genesys Requirements for Avaya Communication Manager
Genesys Requirements for Avaya
Communication Manager
These are the Genesys requirements for Avaya Communication Manager:
•
Call Center Deluxe or Elite software package
•
1273-MPDA–MAPD BOARD (requires three consecutive card slots), or
C-LAN with Co-Resident DLG and DLG software
•
Additional software (see Table 10 )
Table 10: Software Requirements
Switch ASAI Core PEC
G3s
G3i
G3r
1273-AS3
1273-AS2
1273-AS1
ASAI Plus a
PEC
1273-AT3
1273-AT2
1273-AT1 a. ASAI Plus is also known as Host-Based Routing.
Note:
This Genesys T-Server does not require the ASAI CallVisor feature
(hardware or software), because it interfaces directly with the MAPD
ASAI.
Table 11 lists the various ASAI capabilities, and indicates which package the
currently reside in. For additional details, contact your switch vendor
Table 11: Supported Features
Feature ASAI Core
Adjunct Call Control Group
Domain Control Group
Event Notification Group
Request Feature Group
Value Query Group
Selective Listening
Set Value Group
Y
Y
Y
Y
ASAI Plus a
Y
Y
Y
T-Server—Deployment Guide 145
Chapter 6: Switch-Specific Configuration Genesys Requirements for Avaya Communication Manager
Table 11: Supported Features (Continued)
Feature ASAI Core
ASAI Plus a
Adjunct Routing Group
Answering Machine Detect
Sw Class Calls/Pred Dialing
II Digits
Classification After Ans
Y
Y
Y
Y
Y a. ASAI Plus is also known as Host-Based Routing.
Note:
ASAI Plus software is required only for Genesys routing products, outbound applications, and multi-site configurations.
You should place any outbound calls over ISDN trunks. This ensures generation of proper call progress messages during the dialing process.
146 Framework 7.6
Chapter
7
Supported Functionality
This chapter describes the telephony functionality supported by the T-Server for Avaya Communication Manager. It includes these sections:
T-Library Functionality, page 147
Support for Agent Work Modes, page 156
z z z z
Support for Replacing Calling Party Number, page 156
Use of the Extensions Attribute, page 157
Use of the UserData Attribute, page 166
z z
T-Library Functionality
The tables in this section present the T-Library functionality supported in
Avaya Communication Manager. The table entries use these notations:
N—Not supported
Y—Supported
E—Event only is supported
I—Supported, but reserved for Genesys Engineering
, when a set of events is sent in response to a single request, the events are listed in an arbitrary order. An asterisk (*) indicates the event that contains the same
ReferenceID
as the request. For more information, refer to the Genesys 7 Events and Models Reference Manual and
Voice Platform SDK 7.6 .NET (or Java) API Reference.
Table 12 on page 148 reflects only the switch functionality used by Genesys
software and might not include the complete set of events offered by the switch.
Certain requests listed in Table 12 on page 148 are reserved for Genesys
Engineering and are listed here merely for completeness of information.
T-Server—Deployment Guide 147
Chapter 7: Supported Functionality T-Library Functionality
Notes describing specific functionality appear at the end of a table.
Table 12: Supported Functionality
Feature Request
TOpenServer
TOpenServerEx
TCloseServer
TSetInputMask
TDispatch
TScanServer
TScanServerEx
TRegisterAddress a,b
TUnregisterAddress a
TMakeCall c
TAnswerCall
TReleaseCall
TClearCall
THoldCall
TRetrieveCall
TRedirectCall
TMakePredictiveCall e
Request Subtype Corresponding Event(s) Supported
General Requests
EventServerConnected
EventServerConnected
Y
Y
EventServerDisconnected
EventACK
Not Applicable
Not Applicable
Y
Y
Y
Y
Y Not Applicable
Registration Requests
EventRegistered
EventUnregistered
Y
Y
Regular
Call-Handling Requests
EventDialing
DirectAgent d
SupervisorAssist c
Priority c
DirectPriority c
EventEstablished
EventReleased
EventReleased
EventHeld
EventRetrieved
EventReleased
EventDialing*,
EventQueued
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
148 Framework 7.6
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request
TInitiateTransfer b
TCompleteTransfer f
TInitiateConference b
TCompleteConference g
TDeleteFromConference
TReconnectCall
TAlternateCall
TMergeCalls
TMuteTransfer
TSingleStepTransfer
TSingleStepConference
Request Subtype Corresponding Event(s)
Transfer/Conference Requests
Supported
EventHeld, EventDialing*
EventReleased*,
EventPartyChanged
EventHeld, EventDialing*
EventReleased*,
EventRetrieved,
EventPartyChanged,
EventPartyAdded
Y
Y
Y
Y
Y
ForTransfer
ForConference
EventPartyDeleted*,
EventReleased
EventReleased,
EventRetrieved*
EventHeld*, EventRetrieved
EventReleased*,
EventPartyChanged
EventReleased*,
EventRetrieved,
EventPartyChanged,
EventPartyAdded
EventHeld, EventDialing,
EventReleased,
EventPartyChanged
Y
Y
Y
Y
Y
EventReleased,
EventPartyChanged
EventRinging,
EventEstablished
N
Y
T-Server—Deployment Guide 149
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request
TRouteCall b
TApplyTreatment
Request Subtype Corresponding Event(s) Supported
Unknown
Default
Call-Routing Requests
EventRouteUsed
Label
OverwriteDNIS
DDD
IDDD h
N
I
I
I
N
I
N
N
Direct
Reject
Announcement
PostFeature
DirectAgent i
Priority j
DirectPriority h
AgentID
N
N
I
I
I
N
N CallDisconnect
Call-Treatment Requests
Unknown
IVR
(EventTreatmentApplied+
EventTreatmentEnd)/
EventTreatmentNotApplied
Music
RingBack
N
N
N
N
Silence
Busy
CollectDigits
PlayAnnouncement
N
N
N
N
150 Framework 7.6
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request Request Subtype
PlayAnnouncementAnd-
Digits
VerifyDigits
RecordUserAnnouncement
DeleteUserAnnouncement
CancelCall
PlayApplication
Corresponding Event(s)
SetDefaultRoute
TextToSpeech
TextToSpeechAndDigits
FastBusy
RAN
TGiveMusicTreatment EventTreatmentApplied
TGiveRingBackTreatment
TGiveSilenceTreatment
EventTreatmentApplied
EventTreatmentApplied
DTMF (Dual-Tone Multifrequency) Requests
TCollectDigits
TSendDTMF
TOpenVoiceFile
TCloseVoiceFile
TLoginMailBox
TLogoutMailBox
TPlayVoice
EventDigitsCollected
EventDTMFSent
Voice-Mail Requests
EventVoiceFileOpened
EventVoiceFileClosed
EventMailBoxLogin
EventMailBoxLogout
TAgentLogin k
EventVoiceFileEndPlay
Agent and DN Feature Requests
EventAgentLogin
Supported
N
N
Y
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
T-Server—Deployment Guide 151
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request
TAgentLogout
Request Subtype
TAgentSetReady
TAgentSetNotReady
TMonitorNextCall
TCancelMonitoring
TCallSetForward
TCallCancelForward
TSetMuteOff
TSetMuteOn
TListenDisconnect
TListenReconnect
TSetDNDOn
TSetDNDOff
TSetMessageWaitingOn
TSetMessageWaitingOff
OneCall
AllCalls
None
Unconditional
OnBusy
OnNoAnswer
OnBusyAndNoAnswer
SendAllCalls
Corresponding Event(s) Supported
EventAgentLogout l
Y
EventQueueLogout
EventAgentReady
Y
Y
EventAgentNotReady
EventMonitoringNextCall
EventMonitoringCancelled
EventForwardSet
N
N
Y
N
Y
Y
Y
Y
EventForwardCancel
EventMuteOff
EventMuteOn
EventListenDisconnected
EventListenReconnected
EventDNDOn
EventDNDOff
EventMessageWaitingOn
Y
N
N
Y
Y
N
Y
Y
EventMessageWaitingOff
EventOffHook
EventOnHook
EventDNBackInService
Y
Y
N
Y
Y
Y
152 Framework 7.6
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request
TQuerySwitch a
TQueryCall a
TQueryAddress a
Request Subtype Corresponding Event(s) Supported
EventDNOutOfService
Query Requests
Y
EventSwitchInfo DateTime
ClassifierStat
PartiesQuery EventPartyInfo
Y
Y
Y
StatusQuery
AddressStatus
MessageWaitingStatus
AssociationStatus
CallForwardingStatus
AgentStatus
NumberOfAgentsInQueue
NumberOfAvailableAgents
-InQueue
NumberOfCallsInQueue
EventAddressInfo
Y
Y
Y
Y
Y
N
Y
Y
AddressType
CallsQuery
SendAllCallsStatus
QueueLoginAudit
NumberOfIdleTrunks
NumberOfTrunksInUse
DatabaseValue
DNStatus
QueueStatus
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
T-Server—Deployment Guide 153
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request
TQueryLocation a
TQueryServer a
Request Subtype
AllLocations
LocationData
MonitorLocation
CancellMonitorLocation
MonitorAllLocations
CancelMonitorAllLocations
LocationMonitorCancelled
AllLocationsMonitor-
Cancelled
Corresponding Event(s) Supported
EventLocationInfo I
I
I
I
I
I
I
I
EventServerInfo
User-Data Requests
EventAttachedDataChanged
Y
Y TAttachUserData
[Obsolete]
TUpdateUserData
TDeleteUserData
TDeleteAllUserData
Y
Y
Y
TGetAccessNumber b
TCancelReqGetAccess-
Number b
TReserveAgent
TSendEvent
TSendEventEx
TSetCallAttributes
TSendUserEvent
TPrivateService
EventAttachedDataChanged
EventAttachedDataChanged
EventAttachedDataChanged
ISCC (Inter Server Call Control) Requests
EventAnswerAccessNumber
EventReqGetAccess-
NumberCancelled
Special Requests
EventAgentReserved
EventACK
EventACK
EventCallInfoChanged
EventACK
EventPrivateInfo
I
I
I
I
Y
I
Y
N
154 Framework 7.6
Chapter 7: Supported Functionality T-Library Functionality
Table 12: Supported Functionality (Continued)
Feature Request Request Subtype Corresponding Event(s) Supported
TNetworkConsult
TNetworkAlternate
Network Attended Transfer Requests m
EventNetworkCallStatus
EventNetworkCallStatus
TNetworkTransfer EventNetworkCallStatus
TNetworkMerge EventNetworkCallStatus
TNetworkReconnect
TNetworkSingleStep-
Transfer
TNetworkPrivateService
EventNetworkCallStatus
EventNetworkCallStatus
TTransactionMonitoring
EventNetworkPrivateInfo
ISCC Transaction Monitoring Requests
EventACK
EventTransactionStatus
Y
Y
E
Y
Y
Y
Y
Y
Y a. Only the requester is notified of the event associated with this request.
b. If a link goes down, T-Server issues
EventDNOutOfService for all DNs that were assigned to that link at startup unless such DNs were also assigned to another link (within the same T-Server), which remains active.
When the status of the link goes back to normal, T-Server generates
EventDNBackInService for every DN which was previously reported as out of service due to the link failure.
c. Since this feature request can be made across locations in a multi-site environment, if the location
attribute of the request contains a value relating to any location other than the local site—except when the response to this request is
EventError
—T-Server sends a second event response that contains the same
ReferenceID
as the first event. This second event is either
EventRemoteConnectionSuccess
or
EventRemoteConnectionFailed
.
d. See ASAI Direct Agent, Supervisor Assist, and Priority Calling options. For additional details, contact your switch vendor.
e. The
DN
parameter of the request must be a VDN programmed as a Routing Point. Queuing and routing of calls answered by a fax machine is not supported.
f. Starting with 7.5, T-Server sends an
EventPartyChanged
message after a
TCompleteTransfer
T-Library request for each of the parties that are moved to the original call which had initially been part of the call.
g. Starting with 7.5, T-Server sends an
EventPartyAdded
message after a
TCompleteConference
T-Library request for each of the parties that are moved to the original call which had initially been part of the call.
h. Used for
TransfConnect
switched virtual circuits (SVCs).
i. See ASAI option direct_agent_call
. j. See ASAI option priority_calling
.
T-Server—Deployment Guide 155
Chapter 7: Supported Functionality Support for Agent Work Modes k. An agent can log in to multiple ACD groups, if the ACD groups are configured on the switch. Whether an agent logs in using a CTI request or a manual operation on a phone set, T-Server distributes
EventAgentLogin
for each Hunt Group where the agent actually logs in (provided that all queues are monitored), including the requested Hunt Group. The Hunt Group extension is indicated in the
ThisQueue
attribute of the event.
Regardless of the number of
EventAgentLogins
distributed for the agent, only one
EventAgentLogout
is distributed when the agent logs out of the last recorded Hunt Group. However, T-Server distributes an
Event-
QueueLogout
for each Hunt Group extension as it receives confirmation that the agent has logged out of each of these Hunt Groups.
l.
Starting with 7.5, T-server provides the extension
ReasonCode
in all
EventAgentLogout
messages without an explicit request, when available.
m. All T-Servers support NAT/C requests with
AttributeHomeLocation
provided that this attribute identifies a network location that is capable of processing such requests. Refer to the Network T-Server Deployment
Guides to determine whether a specific Network T-Server can process these requests.
Support for Agent Work Modes
indicates how T-Server for Avaya Communication Manager supports agent work modes
.
Table 13: Supported Agent Work Modes
Agent Work Mode
AgentWorkModeUnknown
AgentManualIn
AgentAutoIn
AgentAfterCallWork
AgentAuxWork b
T-Server a
Y
Y
Y
Y
Y a. The level of T-Server support for each agent work mode depends on the capabilities of the switch.
b. Starting with 7.5, T-Server sends an event to clients to notify them of a new Reason Code if the AUX code for an agent is detected as changed.
Support for Replacing Calling Party
Number
Avaya Communication Manager provides the capability to replace a calling number via the CTI request.
156 Framework 7.6
Chapter 7: Supported Functionality Use of the Extensions Attribute
In order for T-Server to support the ASAI green feature
Replace Calling Party
Number
, it must be activated on the switch via the system-parameters specialapplications form. To replace the calling party number for the
RequestMakeCall and
RequestMakePredictive
requests, T-Clients should use TKVList extension data with the keys described in the “Hardware Reasons in Extensions” section of the “Extensions” portion in the Genesys 7 Events and Models Reference
Manual and Voice Platform SDK 7.6 .NET (or Java) API Reference.
If you need predictive call dialing while using this feature, set the match-callsby
option to ucid
. (See the option description on
.)
Warning!
The
UU_DATA
key of
UserData
is used to support this feature.
However, any other T-Server feature that uses
UU_DATA
takes priority over the
Replacing Calling Party Number
feature. (That is, if
UU_DATA
is used by other features for the same call, then
Replacing Calling Party Number
feature is not used.)
Note:
The
Replacing Calling Party Number
feature is supported for switch versions R010 or later.
Use of the Extensions Attribute
indicates how T-Server for Avaya Communication Manager supports the use of the
Extensions
attribute.
Table 14: Use of the Extensions Attribute
Request/Event
TAgentLogout or
TAgentNotReady with
WorkMode = AgentAuxWork
TMakeCall, with call_type = MakeCallDirectAgent,
MakeCallDirectPriority, or
MakeCallSupervisorAssist or TRouteCall, with route_type = RouteTypeDirectAgent or
RouteTypeDirectPriority
Attribute Extensions
Key
ReasonCode
AgentQueue
Value
Type
Value Description
integer Can be used to send Reason Code to the switch (valid values are
1
-
99; Logout Reason Codes in the switch configuration must be set to forced or requested). string Must contain the queue for the agent (the ACD Split/Skill where agent is logged in).
T-Server—Deployment Guide 157
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
TMakeCall
Attribute Extensions
Key Value
Type
Trunk string
TMakePredictiveCall AMD string
Value Description
Can be used to pass TAC/ARS/
AAR information for off-PBX destinations.
Used to change default
Answering Machine Detection
(AMD) treatment for one particular call and specified by the use-am-detection option.
no—AMD is not enabled. (This value matches false in the useam-detection option.).
drop—AMD is enabled and drops the call when an answering machine is detected. (This value matches true in the use-amdetection option.) connect—AMD is enabled but processes the call attaching
AnswerCall=AM when an answering machine is detected.
(This value matches connect in the use-am-detection option.)
158 Framework 7.6
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
TRouteCall
Attribute Extensions
Key Value
Type
Value Description
CollectDigits integer Used for ASAI-Requested Digit
Collection, where the value
(1-24) specifies the number of digits to be collected. See Avaya specifications for details.
CollectedDigits string ASAI-Provided Digits. See
Avaya specifications for details.
NO_ANSWER
_TIMEOUT a string Calls ringing on an agent's phone that were distributed from an
ACD Queue or a Routing Point wait for the telephone to ring for this timeout period (in seconds) before performing the actions described by the
NO_ANSWER_ACTION
Key and redirect the call to the destination described in the
NO_ANSWER_OVERFLOW
Key.
NO_ANSWER
_ACTION string Specifies the agent state
( none, notready, walkaway)
to which
T-Server will be set to after the time period for the
NO_ANSWER_TIMEOUT
Key has expired. A value of none means that the agent will remain in its current state.
NO_ANSWER
_OVERFLOW string After the time period for the
NO-
ANSWER-TIMEOUT
key has expired,
T-Server will redirect the ringing call to the destination described with this Key. If set to recall
the call will be redirected back to the
Routing Point or the ACD Queue.
If set to none the call will continue ringing. Otherwise provided digits for a valid destination (a Queue or Routing
Point on the local switch is recommended).
T-Server—Deployment Guide 159
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
TListenDisconnect or
TListenReconnect
TRegisterAddress
TInitiateConference
TInitiateTransfer
TMuteTransfer
Attribute Extensions
Key Value
Type
TalkerDN
DropCRV
ConsultUser
Data
ConsultUser
Data
ConsultUser
Data
Value Description
string integer For troubleshooting use only.
When used, T-Server drops either a particular Call Reference Value
(CRV), or the current CRV if the value is
0
, and creates a new one.
Note: Do not use this extension unless directed to do so by
Genesys Technical Support.
string
Specifies the party that should no longer be heard by the listener (in case of the ListenDisconnect request), or the party that should be reconnected. If you do not specify a value, the switch defaults to all the parties currently on the call.
string string
Used to specify the method of handling user data in a consultation call. Valid values are default
, separate
, inherited
, and joint.
Used to specify the method of handling user data in a consultation call. Valid values are default
, separate
, inherited
, and joint.
Used to specify the method of handling user data in a consultation call. Valid values are default
, separate
, inherited
, and joint.
160 Framework 7.6
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
TSendDTMF
TSingleStepConference
Attribute Extensions
Key Value
Type
Value Description
ToneDuration integer Used to specify the duration of each tone, in
.01
second increments. The valid range of values accepted by the switch for this parameter is from
6
to
35
(
0.06
to
0.35
seconds).
PauseDuration integer Used to specify the duration of the pause in between tones, in
.01
second increments. The valid range of values accepted by the switch for this parameter is from
4
to
10
(
0.04
to
0.10
seconds).
AlertingOrder integer 0—Add station without alerting the station.
1—Alert the station before adding.
Use of this option specifies whether the calling endpoint should be signaled before the party is added.
Use of this key supports the
Third-Party Single-Step
Conference feature, which allows a station to be conferenced into an existing call.
Visibility b integer
0—Listen only (no visibility).
1—Talk and listen (full visibility).
Use of this option specifies whether the conferencing party should be muted or an active participant in the call.
Use of this key supports the
Third-Party Single-Step
Conference feature, which allows a station to be conferenced into an existing call.
T-Server—Deployment Guide 161
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event Attribute Extensions
Key Value
Type
Value Description
Events
T-Server
sends to the parties in a conference call: EventPartyChanged/
EventPartyAdded
NumOfOrig-
DNs
OrigDN-n integer The number of DNs on an original call (excluding the party string already reported as ThisDN) and all other DNs. n is the number of the DN in question.
NumOfConsult-
DNs
ConsultDN-n integer The number of DNs on a consultation call and all other
DNs (is present in string
EventPartyAdded only). n is the number of the DN in question.
EventAddressInfo with
AddressInfoType =
AddressInfoNumberOfAgentsInQueue/
AvailableAgentsInQueue/CallsInQueue
AgentsInQueue integer The requested number is returned in the AddressInfoStatus
Availableinteger attribute and contains all three of
Agents the keys.
CallsInQueue integer
EventAddressInfo with
AddressInfoType =
AddressInfoCallsQuery
Call-n
Conn-n
State-n integer The CallID of a call on the DN, where n is the call number, which can be 1, 2, and so on.
string Text representation of the ConnID for a call, where n is the call number, which can be 1, 2, and so on.
integer The state of ThisDN as of a party in the call, where n is the call number, which can be 1, 2, and so on. (See AddressStatusInfo-
Type in the Genesys 7 Events and
Models Reference Manual and
Voice Platform SDK 7.6 .NET (or
Java) API Referencefor value meanings.)
EventAddressInfo with
AddressInfoType =
AddressInfoQueueLoginAudit
<DN-n> <Agent-
ID-n>
The AgentID of an agent that is logged on the DN specified by the key. n is the number of the
DN in question.
162 Framework 7.6
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event Attribute Extensions
Key Value
Type
EventAddressInfo with
AddressInfoType =
AddressInfoNumberOfIdleClassifiers/
AddressInfoNumberOfClassifiersInUse
Idle
InUse
EventAddressInfo ForwardTo
Value Description
integer The number of idle classifiers.
integer The number of classifiers in use.
Idle
InUse string The DN to which a call was forwarded, as reported in the
Redirection_Number attribute of the switch message.
integer The number of idle classifiers.
integer The number of classifiers in use.
EventSwitchInfo with
SwitchInfoType =
SwitchInfoClassifierStat
EventAddressInfo with
AddressInfoType =
AddressInfoNumberOfIdleTrunks/
AddressInfoNumberOfTrunksInUse
EventAddressInfo with
AddressInfoType =
AddressInfoDatabaseValue
Idle
InUse
ID integer integer string
The number of idle trunks.
The number of trunks in use.
The database value associated with the DN in question.
T-Server—Deployment Guide 163
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
EventAddressInfo with
AddressInfoType =
AddressInfoDNStatus/
AddressInfoQueueStatus
Attribute Extensions
Key Value
Type
status
AgentStatus queue-n
Value Description
integer 0 (idle) or the DN state as of a party in the call.
integer 0 (Unknown)
0 (LoggedOut)
1 (LoggedIn)
2 (Ready)
3 (NotReady)
4 (AfterCallWork) string A queue where the agent is logged in, where n is the number of the queue, which can be 1, 2, and so on.
conn-n ct-%d mt-%d fwd mwl c string Text representation of the ConnID for a call (if applicable), where n is the number of the call, which can be 1, 2, and so on.
integer The call type (taken from
TCallType) of the call reported by conn-%d (%d is an index).
integer The call type taken from
TMediaType of the media type information.
string The destination DN.
Not present if T-Server has no information about Forward status.
integer The Message Waiting Lamp statuses:
0
—MWL off
1
—MWL on
Not present if T-Server has no information about MWL status.
164 Framework 7.6
Chapter 7: Supported Functionality Use of the Extensions Attribute
Table 14: Use of the Extensions Attribute (Continued)
Request/Event
EventNetworkReached
EventPartyInfo
EventRouteUsed
Attribute Extensions
Key Value
Type
NetworkState party-n
G3Cause
Value Description
integer The key where the value can be represented as an enumeration defined as the following:
• NetworkStateNone=0,
• NetworkStateSeized=1,
• NetworkStateCutThru=2,
• NetworkStateAlerting=3,
• NetworkStateBusy=4 string The DN of a party, where n is the number of the party, which can be
1, 2, and so on.
integer The key representing the G3 coding standard and cause pair that maps directly to a
T-Server error code starting with
TERR_ASAI_START.
a. If NO_ANSWER_TIMEOUT is specified, the action and overflow values will be taken from the
NO_ANSWER_ACTION and NO_ANSWER_OVERFLOW keys. If the action and overflow keys are missing then the default value is used, not the value from the configuration options on
b. Starting with 7.5, T-Server sets the
AttributeOtherDNRole
attribute to
RoleObserver
in the
EventParty-
Added
event for scenarios where a supervisor silently joins a call by initiating a
SingleStepConference
with the extension
Visibility
set to
0
c. For an option description, see “use-old-fwd-key” on page 233
.
T-Server—Deployment Guide 165
Chapter 7: Supported Functionality Use of the UserData Attribute
Use of the UserData Attribute
indicates how T-Server for Avaya Communication Manager supports the use of the
UserData
attribute.
Table 15: Use of the UserData Attribute
Request/Event
TMakeCall with
UserData
TRouteCall with
UserData (present on the call)
TReleaseCall with
UserData (present on the call)
TInitiateConference with
UserData
TInitiateTransfer with
UserData
TMuteTransfer with
UserData
TMakePredictiveCall with
UserData
Key
UU_DATA
UU_DATA
UU_DATA
UU_DATA
UU_DATA
UU_DATA
UU_DATA string or binary string or binary string or binary string or binary string or binary
UserData Attribute
Value Type Value Description
string or binary string or binary
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
Can be used to pass data between
ASAI applications.
166 Framework 7.6
Chapter 7: Supported Functionality Error Messages
Error Messages
presents the complete set of error messages T-Server distributes in
EventError.
Table 16: Error Messages for T-Server for Avaya Communication Manager
T-Server
Code
40
Symbolic Name
TERR_NOMORE_LICENSE
41
TERR_NOT_REGISTERED
Description Switch
Code
42
43
50
51
TERR_RESOURCE_SEIZED
TERR_IN_SAME_STATE
TERR_UNKNOWN_ERROR
TERR_UNSUP_OPER
No more licenses.
The DN client is trying to manipulate, but it has not yet been registered by that client.
Client application is requesting registration of a DN, but another client has already registered it in
Private
mode. Only one application can have a DN registered in
Private mode at any one time.
Object is already in requested state.
Unspecified error in client’s request.
Client application is requesting a function that is not supported by this
T-Server.
52
53
54
55
56
TERR_INVALID_ATTR
TERR_NO_SWITCH
TERR_PROTO_VERS
TERR_INV_CONNID
Technical Support).
Invalid attribute value in request.
Client application is requesting a function that requires a switch connection, but the link is not in a connected state.
Invalid authorization request:
RequestRegisterClient has an incorrect protocol version (the client was built with a T-Library that is incompatible with T-Server).
Client application is requesting a function and specifying an invalid connectionID.
T-Server—Deployment Guide 167
Chapter 7: Supported Functionality Error Messages
Table 16: Error Messages for T-Server for Avaya Communication Manager
(Continued)
T-Server
Code
57
Symbolic Name
TERR_TIMEOUT
58
59
100
147
258
545
TERR_OUT_OF_SERVICE
TERR_NOT_CONFIGURED
TERR_UNKNOWN
Description
Timeout expired.
Out of Service.
DN is not configured in the
Configuration Database.
The switch reports an unknown cause.
No link is responding.
TERR_NO_LINK_RESPND
TERR_OP_NOT_CUR_SUP Operation is not currently supported.
TERR_INV_ELEM_VAL Invalid value within a message element.
600
601 TERR_ASAI_PROTERR address.
Capability sequence has been violated or underlying protocol error has been detected.
Switch
Code
CS0
28
CS0
111
602
603
604
TERR_ASAI_RESUNAVL
TERR_ASAI_FACUNSUB
TERR_ASAI_SER_UNIMP
Resources to fulfill request are not available.
Capability is implemented but is not subscribed to by the requester.
Noncompatible options are selected.
CS3
40
CS0
50
605
606
607
608
609
TERR_ASAI_MAND_INFO
TERR_ASAI_INVLDIE
TERR_ASAI_SERV_UNAVIL
TERR_ASAI_CALLID_TERM
One of the required parameters is missing.
A value specified in parameter is not allowed or defined.
Another adjunct is monitoring domain or call.
A call is no longer in an active state.
call state.
CS3
80
CS0
96
CS0
100
CS3
63
CS3
86
CS0
98
168 Framework 7.6
Chapter 7: Supported Functionality Error Messages
Table 16: Error Messages for T-Server for Avaya Communication Manager
(Continued)
T-Server
Code
610
611
612
613
614
615
616
617
618
619
620
621
622
623
624
Symbolic Name
TERR_ASAI_NOLOGIN
TERR_ASAI_NOSPLIT_MEM
TERR_ASAI_USER_BUSY
Description
does not exist.
TERR_ASAI_INCOM_OPT Incompatible options are used to
TERR_ASAI_REC_TIMER establish the call.
Timer has expired.
Agent is not logged in to a split.
Agent is not a member of the specified split or the split number has been specified incorrectly.
User is busy.
Switch
Code
CS0
81
CS3
80
CS0
102
CS3
15
CS3
11
TERR_ASAI_NOUSE_RESP
TERR_ASAI_PERM_DENIED
TERR_ASAI_CLUST_TERM
TERR_ASAI_OUT_OF_SERV
TERR_ASAI_INCS_AGT_ST
TERR_ASAI_MAXLOGIN
TERR_ASAI_INC_PASWD
Origination address does not respond to service.
Permission checks for service have failed.
Association terminated because the service is not active.
Administration has removed the domain.
Agent is not in a compatible state.
Agent logged in to the maximum number of splits.
Invalid login password.
CS0
17
CS0
18
CS3
43
CS3
27
CS3
12
CS3
13
TERR_ASAI_AGT_STATE
TERR_ASAI_BAD_ADMIN
Request to put agent in same state the agent is already in.
Hunt/split group is not being administered properly.
CS3
14
CS3
16
CS3
41
T-Server—Deployment Guide 169
Chapter 7: Supported Functionality Error Messages
Table 16: Error Messages for T-Server for Avaya Communication Manager
(Continued)
T-Server
Code
625
626
627
628
629
630
631
632
633
634
635
636
637
638
639
640
Symbolic Name
TERR_ASAI_NETCONJ
TERR_ASAI_BAD_IE
TERR_ASAI_QUEFULL
TERR_ASAI_REORDER_DENIAL
TERR_ASAI_ADMIN_PROGRESS
TERR_ASAI_FEATURE_
REJECTED
TERR_ASAI_CALL_REJECTED
TERR_ASAI_NUM_CHANGED
TERR_ASAI_NO_CIRCUIT
TERR_ASAI_BEARER_CAP_
UNAVAIL
TERR_ASAI_INCOMPAT_
DESTINATION
TERR_ASAI_INVALID_MESSAGE
Description
successfully.
Association terminated because of network congestion.
Unknown information element detected.
Queue is full.
Reorder/denial.
A request cannot be processed because testing is in progress.
The switch has rejected a request from the adjunct.
A call has been rejected.
Number has been changed.
No circuit or channel is available.
Bearer capability is not currently available.
Incompatible destination.
Invalid message, unspecified
(backward compatibility).
CS3
22
CS3
42
CS3
46
Switch
Code
CS0
16
CS0
42
CS0
99
CS3
53
CS0
34
CS0
41
CS0
58
CS0
88
CS0
95
CS0
1
CS0
21
CS0
22
CS0
127
170 Framework 7.6
Chapter 7: Supported Functionality Error Messages
Table 16: Error Messages for T-Server for Avaya Communication Manager
(Continued)
T-Server
Code
641
642
Symbolic Name Description
TERR_ASAI_NON_EXIST_
MESSAGE
Message is nonexistent/not implemented.
TERR_ASAI_UNSPECIFIED Unspecified.
643
644
645
646
647
648
649
650
TERR_ASAI_NO_TRUNKS
TERR_ASAI_NO_CLASSIFIERS
TERR_ASAI_REDIRECT
TERR_ASAI_NETWORK_OUT_
OF_ORDER
TERR_ASAI_CAUSE_UNKNOWN Undefined value returned from the switch.
TERR_ASAI_OUT_CALL_BARRED Outgoing call has been barred.
TERR_ASAI_REMAINS_IN_Q
Trunks are not available.
Classifiers are not available.
A call has been redirected.
Network is out of order.
A call remains in queue.
Switch
Code
CS0
97
CS0
31
CS3
19
CS3
20
CS3
21
CS3
30
CS3
38
CS3
10
CS0
52
CS3
23
651
652
TERR_ASAI_BEARER_SVC_NOT_
IMPL
TERR_ASAI_TIMED_ANSWER
Bearer service not implemented.
Assumed answer is based on the internal timer.
653
654
655
656
TERR_ASAI_VOICE_ENERGY_
ANSWER
TERR_ASAI_NO_TONE_
CHANNEL
TERR_ASAI_ANSWERING_
MACHINE
TERR_ASAI_FACILITY_
REJECTED
Voice energy is detected by the switch.
Channel/tone does not exist (no tone connected to the special call).
Answering machine detected.
Facility rejected.
CS3
17
CS3
18
CS0
82
CS3
24
CS0
29
T-Server—Deployment Guide 171
Chapter 7: Supported Functionality Error Messages
Table 16: Error Messages for T-Server for Avaya Communication Manager
(Continued)
T-Server
Code
851
1700
1901
1902
1903
1904
1905
1906
1907
1908
Symbolic Name Description
until the connection restores or reboots the link to the switch.
TERR_AGENT_ALREADY_
RESERVED
Agent attempt failed because this agent is already reserved by some other server.
Network Attended Transfer/Conference Error Messages
TERR_NATC_UNEXP_CONSULT Unexpected request
TNetworkConsult.
TERR_NATC_UNEXP_ALTERNATE Unexpected request
TNetworkAlternate.
TERR_NATC_UNEXP_RECONNECT Unexpected request
TNetworkReconnect.
TERR_NATC_UNEXP_TRANSFER Unexpected request
TNetworkTransfer.
TERR_NATC_UNEXP_MERGE
TERR_NATC_UNEXP_SST
Unexpected request for
TNetworkMerge.
Unexpected request
TNetworkSingleStepTransfer.
TERR_NATC_UNEXP_NPS Unexpected request
TNetworkPrivateService.
TERR_NATC_UNEXP_MSG
Unexpected message.
Switch
Code
172 Framework 7.6
Chapter
8
Common Configuration
Options
z z z z z z z z
Unless otherwise noted, the common configuration options that this chapter describes are common to all Genesys server applications and applicable to any
Framework server component. This chapter includes the following sections:
Setting Configuration Options, page 173
Log-Extended Section, page 188
Log-Filter-Data Section, page 191
Changes from 7.5 to 7.6, page 192
Note:
Some server applications also support log options that are unique to them. For descriptions of a particular application’s unique log options, refer to the chapter/document about that application.
Setting Configuration Options
Unless it is otherwise specified in this document or in the documentation for your application, you set common configuration options in Configuration
Manager in the corresponding sections on the
Options tab of the
Application object.
T-Server—Deployment Guide 173
Chapter 8: Common Configuration Options Mandatory Options
Warning!
Configuration section names, configuration option names, and predefined option values are case-sensitive. Type them in the
Configuration Manager interface exactly as they are documented in this chapter.
Mandatory Options
You do not have to configure any common options to start Server applications.
Log Section
This section must be called log.
verbose
Default Value: all
Valid Values: all debug trace interaction standard none
All log events (that is, log events of the Standard, Trace,
Interaction, and Debug levels) are generated.
The same as all.
Log events of the Trace level and higher (that is, log events of the Standard, Interaction, and Trace levels) are generated, but log events of the Debug level are not generated.
Log events of the Interaction level and higher (that is, log events of the Standard and Interaction levels) are generated, but log events of the Trace and Debug levels are not generated.
Log events of the Standard level are generated, but log events of the Interaction, Trace, and Debug levels are not generated.
No output is produced.
Changes Take Effect: Immediately
Determines whether a log output is created. If it is, specifies the minimum level of log events generated. The log events levels, starting with the highest
priority level, are Standard, Interaction, Trace, and Debug. See also “Log
Note:
For definitions of the Standard, Interaction, Trace, and Debug log levels, refer to the Framework 7.6 Deployment Guide or to Framework
7.6 Solution Control Interface Help.
buffering
Default Value: true
174 Framework 7.6
Chapter 8: Common Configuration Options Log Section
Valid Values: true false
Enables buffering.
Disables buffering.
Changes Take Effect: Immediately
Turns on/off operating system file buffering. The option is applicable only to the stderr
and stdout
output (see
page 180 ). Setting this option to
true increases the output performance.
Note:
When buffering is enabled, there might be a delay before log messages appear at the console.
segment
Default Value: false
Valid Values: false
<number> KB or
<number>
<number> MB
<number> hr
No segmentation is allowed.
Sets the maximum segment size, in kilobytes. The minimum segment size is
100 KB
.
Sets the maximum segment size, in megabytes.
Sets the number of hours for the segment to stay open. The minimum number is
1
hour.
Changes Take Effect: Immediately
Specifies whether there is a segmentation limit for a log file. If there is, sets the mode of measurement, along with the maximum size. If the current log segment exceeds the size set by this option, the file is closed and a new one is created. This option is ignored if log output is not configured to be sent to a log file.
expire
Default Value: false
Valid Values: false
<number> file or
<number>
<number> day
No expiration; all generated segments are stored.
Sets the maximum number of log files to store. Specify a number from
1
–
100.
Sets the maximum number of days before log files are deleted. Specify a number from
1
–
100.
Changes Take Effect: Immediately
Determines whether log files expire. If they do, sets the measurement for determining when they expire, along with the maximum number of files
(segments) or days before the files are removed. This option is ignored if log output is not configured to be sent to a log file.
T-Server—Deployment Guide 175
Chapter 8: Common Configuration Options Log Section
Note:
If an option’s value is set incorrectly—out of the range of valid values— it will be automatically reset to
10.
keep-startup-file
Default Value: false
Valid Values: false true
<number> KB
<number> MB
No startup segment of the log is kept.
A startup segment of the log is kept. The size of the segment equals the value of the segment
option.
Sets the maximum size, in kilobytes, for a startup segment of the log.
Sets the maximum size, in megabytes, for a startup segment of the log.
Changes Take Effect: After restart
Specifies whether a startup segment of the log, containing the initial T-Server configuration, is to be kept. If it is, this option can be set to true
or to a specific size. If set to true
, the size of the initial segment will be equal to the size of the regular log segment defined by the segment
option. The value of this option will be ignored if segmentation is turned off (that is, if the segment
option set to false
).
Note:
This option applies only to T-Servers.
messagefile
Default Value: As specified by a particular application
Valid Values:
<string>.lms
(message file name)
Changes Take Effect: Immediately, if an application cannot find its
*.lms
file at startup
Specifies the file name for application-specific log events. The name must be valid for the operating system on which the application is running. The option value can also contain the absolute path to the application-specific
*.lms
file.
Otherwise, an application looks for the file in its working directory.
Warning!
An application that does not find its
*.lms
file at startup cannot generate application-specific log events and send them to Message
Server.
176 Framework 7.6
Chapter 8: Common Configuration Options Log Section
message_format
Default Value: short
Valid Values: short full
An application uses compressed headers when writing log records in its log file.
An application uses complete headers when writing log records in its log file.
Changes Take Effect: Immediately
Specifies the format of log record headers that an application uses when writing logs in the log file. Using compressed log record headers improves application performance and reduces the log file’s size.
With the value set to short
:
•
A header of the log file or the log file segment contains information about the application (such as the application name, application type, host type, and time zone), whereas single log records within the file or segment omit this information.
•
A log message priority is abbreviated to
Std
,
Int
,
Trc
, or
Dbg
, for Standard,
Interaction, Trace, or Debug messages, respectively.
•
The message ID does not contain the prefix
GCTI
or the application type
ID.
A log record in the full format looks like this:
2002-05-07T18:11:38.196 Standard localhost cfg_dbserver GCTI-00-05060
Application started
A log record in the short format looks like this:
2002-05-07T18:15:33.952 Std 05060 Application started
Note:
Whether the full or short format is used, time is printed in the format
option.
time_convert
Default Value:
Local
Valid Values: local utc
The time of log record generation is expressed as a local time, based on the time zone and any seasonal adjustments. Time zone information of the application’s host computer is used.
The time of log record generation is expressed as Coordinated
Universal Time (UTC).
Changes Take Effect: Immediately
Specifies the system in which an application calculates the log record time when generating a log file. The time is converted from the time in seconds since the Epoch (00:00:00 UTC, January 1, 1970).
T-Server—Deployment Guide 177
Chapter 8: Common Configuration Options Log Section
time_format
Default Value: time
Valid Values: time locale
ISO8601
The time string is formatted according to the
HH:MM:SS.sss
(hours, minutes, seconds, and milliseconds) format.
The time string is formatted according to the system’s locale.
The date in the time string is formatted according to the ISO 8601 format. Fractional seconds are given in milliseconds.
Changes Take Effect: Immediately
Specifies how to represent, in a log file, the time when an application generates log records.
A log record’s time field in the ISO 8601 format looks like this:
2001-07-24T04:58:10.123
print-attributes
Default Value: false
Valid Values: true false
Attaches extended attributes, if any exist, to a log event sent to log output.
Does not attach extended attributes to a log event sent to log output.
Changes Take Effect: Immediately
Specifies whether the application attaches extended attributes, if any exist, to a log event that it sends to log output. Typically, log events of the Interaction log level and Audit-related log events contain extended attributes. Setting this option to true
enables audit capabilities, but negatively affects performance.
Genesys recommends enabling this option for Solution Control Server and
Configuration Server when using audit tracking. For other applications, refer to Genesys 7.6 Combined Log Events Help to find out whether an application generates Interaction-level and Audit-related log events; if it does, enable the option only when testing new interaction scenarios.
check-point
Default Value:
1
Valid Values:
0
–
24
Changes Take Effect: Immediately
Specifies, in hours, how often the application generates a check point
log event, to divide the log into sections of equal time. By default, the application generates this log event every hour. Setting the option to
0
prevents the generation of check-point
events.
178 Framework 7.6
Chapter 8: Common Configuration Options Log Section
memory
Default Value: No default value
Valid Values:
<string>
(memory file name)
Changes Take Effect: Immediately
Specifies the name of the file to which the application regularly prints a
snapshot of the memory output, if it is configured to do this (see “Log Output
). The new snapshot overwrites the previously written data. If the application terminates abnormally, this file will contain the latest log messages. Memory output is not recommended for processors with a CPU frequency lower than 600 MHz.
Note:
If the file specified as the memory
file is located on a network drive, an application does not create a snapshot file (with the extension
*.memory.log
).
memory-storage-size
Default Value:
2 MB
Valid Values:
<number> KB or
<number>
The size of the memory output, in kilobytes.
The minimum value is
128 KB.
<number> MB
The size of the memory output, in megabytes.
The maximum value is
64 MB.
Changes Take Effect: When memory output is created
Specifies the buffer size for log output to the memory, if configured. See also
“Log Output Options” on page 180
.
spool
Default Value: The application’s working directory
Valid Values:
<path>
(the folder, with the full path to it)
Changes Take Effect: Immediately
Specifies the folder, including full path to it, in which an application creates temporary files related to network log output. If you change the option value while the application is running, the change does not affect the currently open network output.
compatible-output-priority
Default Value: false
Valid Values: true false
The log of the level specified by
“Log Output Options” is sent to the
specified output.
The log of the level specified by
and higher levels is sent to the specified output.
Changes Take Effect: Immediately
T-Server—Deployment Guide 179
Chapter 8: Common Configuration Options Log Section
Specifies whether the application uses 6.x output logic. For example, you configure the following options in the log
section for a 6.x application and for a 7.x application:
[log] verbose = all debug = file1 standard = file2
The log file content of a 6.x application is as follows:
•
file1
contains Debug messages only.
•
file2
contains Standard messages only.
The log file content of a 7.x application is as follows:
•
file1
contains Debug, Trace, Interaction, and Standard messages.
•
file2
contains Standard messages only.
If you set compatible-output-priority
to true
in the 7.x application, its log file content will be the same as for the 6.x application.
Warning!
Genesys does not recommend changing the default value of the
option unless you have specific reasons to use the 6.x log output logic—that is, to mimic the output priority as implemented in releases 6.x. Setting this option to true affects log consistency.
Log Output Options
To configure log outputs, set log level options ( all
,
,
) to the desired types of log output ( stdout
, stderr
, network
, memory
, and/or
[filename]
, for log file output).
You can use:
•
One log level option to specify different log outputs.
•
One log output type for different log levels.
•
Several log output types simultaneously, to log events of the same or different log levels.
You must separate the log output types by a comma when you are configuring
more than one output for the same log level. See “Examples” on page 184 .
Note:
The log output options are activated according to the setting of the
configuration option.
180 Framework 7.6
Chapter 8: Common Configuration Options Log Section
Warnings!
• If you direct log output to a file on the network drive, an application does not create a snapshot log file (with the extension
*.snapshot.log
) in case it terminates abnormally.
• Directing log output to the console (by using the stdout
or stderr settings) can affect application performance. Avoid using these log output settings in a production environment.
all
Default Value: No default value
Valid Values (log output types): stdout stderr network
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
memory
[filename]
Setting the all
log level option to the network
output enables an application to send log events of the
Standard, Interaction, and
Trace
levels to Message Server.
Debug
-level log events are neither sent to Message Server nor stored in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends all log events. The log output types must be separated by a comma when more than one output is configured. For example: all = stdout, logfile
Note:
To ease the troubleshooting process, consider using unique names for log files that different applications generate.
standard
Default Value: No default value
Valid Values (log output types): stdout stderr network
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
T-Server—Deployment Guide 181
Chapter 8: Common Configuration Options Log Section memory
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
[filename]
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Standard
level. The log output types must be separated by a comma when more than one output is configured. For example: standard = stderr, network
interaction
Default Value: No default value
Valid Values (log output types): stdout stderr network memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Interaction
level and higher (that is, log events of the
Standard
and
Interaction
levels). The log outputs must be separated by a comma when more than one output is configured. For example: interaction = stderr, network
trace
Default Value: No default value
Valid Values (log output types): stdout stderr network memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
182 Framework 7.6
Chapter 8: Common Configuration Options Log Section
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Trace level and higher (that is, log events of the
Standard
,
Interaction
, and
Trace levels). The log outputs must be separated by a comma when more than one output is configured. For example: trace = stderr, network
debug
Default Value: No default value
Valid Values (log output types): stdout stderr memory
[filename]
Log events are sent to the Standard output ( stdout
).
Log events are sent to the Standard error output ( stderr
).
Log events are sent to the memory output on the local disk. This is the safest output in terms of the application performance.
Log events are stored in a file with the specified name. If a path is not specified, the file is created in the application’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends the log events of the
Debug level and higher (that is, log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels). The log output types must be separated by a comma when more than one output is configured—for example: debug = stderr, /usr/local/genesys/logfile
Note:
Debug
-level log events are never sent to Message Server or stored in the
Log Database.
Log File Extensions
You can use the following file extensions to identify log files that an application creates for various types of output:
•
*.log
—Assigned to log files when you configure output to a log file. For example, if you set standard = confservlog
for Configuration Server, it prints log messages into a text file called confservlog.<time_stamp>.log.
•
*.qsp
—Assigned to temporary (spool) files when you configure output to the network but the network is temporarily unavailable. For example, if you set standard = network
for Configuration Server, it prints log messages into a file called confserv.<time_stamp>.qsp
during the time the network is not available.
•
*.snapshot.log
—Assigned to files that contain the output snapshot when you configure output to a log file. The file contains the last log messages that an application generates before it terminates abnormally. For example,
T-Server—Deployment Guide 183
Chapter 8: Common Configuration Options Log Section if you set standard = confservlog
for Configuration Server, it prints the last log message into a file called confserv.<time_stamp>.snapshot.log
in case of failure.
Note:
Provide
*.snapshot.log
files to Genesys Technical Support when reporting a problem.
•
*.memory.log
—Assigned to log files that contain the memory output snapshot when you configure output to memory and redirect the most recent memory output to a file. For example, if you set standard = memory and memory = confserv
for Configuration Server, it prints the latest memory output to a file called confserv.<time_stamp>.memory.log
.
Examples
This section presents examples of a log
section that you might configure for an application when that application is operating in production mode and in two lab modes, debugging and troubleshooting.
Production Mode Log Section
[log] verbose = standard standard = network, logfile
With this configuration, an application only generates the log events of the
Standard
level and sends them to Message Server, and to a file named logfile
, which the application creates in its working directory. Genesys recommends that you use this or a similar configuration in a production environment.
Warning!
Directing log output to the console (by using the stdout
or stderr settings) can affect application performance. Avoid using these log output settings in a production environment.
Lab Mode Log Section
[log] verbose = all all = stdout, /usr/local/genesys/logfile trace = network
With this configuration, an application generates log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels, and sends them to the standard output and to a file named logfile
, which the application creates in the
/usr/local/ genesys/
directory. In addition, the application sends log events of the
Standard
,
Interaction
, and
Trace
levels to Message Server. Use this configuration to test new interaction scenarios in a lab environment.
184 Framework 7.6
Chapter 8: Common Configuration Options Log Section
Failure-Troubleshooting Log Section
[log] verbose = all standard = network all = memory memory = logfile memory-storage-size = 32 MB
With this configuration, an application generates log events of the
Standard level and sends them to Message Server. It also generates log events of the
Standard
,
Interaction
,
Trace
, and
Debug
levels, and sends them to the memory output. The most current log is stored to a file named logfile
, which the application creates in its working directory. Increased memory storage allows an application to save more of the log information generated before a failure.
Use this configuration when trying to reproduce an application’s failure. The memory log file will contain a snapshot of the application’s log at the moment of failure; this should help you and Genesys Technical Support identify the reason for the failure.
Note:
If you are running an application on UNIX, and you do not specify any files in which to store the memory output snapshot, a core file that the application produces before terminating contains the most current application log. Provide the application’s core file to Genesys
Technical Support when reporting a problem.
Debug Log Options
The following options enable you to generate
Debug logs containing information about specific operations of an application.
x-conn-debug-open
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about “open connection” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
T-Server—Deployment Guide 185
Chapter 8: Common Configuration Options Log Section
x-conn-debug-select
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about “socket select” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-timers
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about the timer creation and deletion operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-write
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about “write” operations of the application.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-security
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
186 Framework 7.6
Chapter 8: Common Configuration Options Log Section
Generates
Debug log records about security-related operations, such as
Transport Layer Security and security certificates.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-api
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about connection library function calls.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-dns
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about DNS operations.
Warning!
Use this option only when requested by Genesys Technical
Support.
x-conn-debug-all
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates
Debug log records about open connection, socket select, timer creation and deletion, write, security-related, and DNS operations, and connection library function calls. This option is the same as enabling or disabling all of the previous x-conn-debug-<op type>
options.
Warning!
Use this option only when requested by Genesys Technical
Support.
T-Server—Deployment Guide 187
Chapter 8: Common Configuration Options Log-Extended Section
Log-Extended Section
This section must be called log-extended.
level-reassign-<eventID>
Default Value: Default value of log event
<eventID>
Valid Values: alarm standard interaction trace debug none
The log level of log event
<eventID>
is set to
Alarm.
The log level of log event
<eventID>
is set to
Standard.
The log level of log event
<eventID>
is set to
Interaction.
The log level of log event
<eventID>
is set to
Trace.
The log level of log event
<eventID>
is set to
Debug.
Log event
<eventID>
is not recorded in a log.
Changes Take Effect: Immediately
Specifies a log level for log event
<eventID>
that is different than its default level, or disables log event
<eventID>
completely. If no value is specified, the log event retains its default level. This option is useful when you want to customize the log level for selected log events.
These options can be deactivated with the option level-reassign-disable
(see
).
Warning!
Use caution when making these changes in a production environment.
Depending on the log configuration, changing the log level to a higher priority may cause the log event to be logged more often or to a greater number of outputs. This could affect system performance.
Likewise, changing the log level to a lower priority may cause the log event to be not logged at all, or to be not logged to specific outputs, thereby losing important information. The same applies to any alarms associated with that log event.
In addition to the preceding warning, take note of the following:
•
Logs can be customized only by release 7.6 or later applications.
•
When the log level of a log event is changed to any level except none
, it is subject to the other settings in the
[log]
section at its new level. If set to none
, it is not logged and is therefore not subject to any log configuration.
•
Using this feature to change the log level of a log changes only its priority; it does not change how that log is treated by the system. For example, increasing the priority of a log to
Alarm
level does not mean that an alarm will be associated with it.
188 Framework 7.6
Chapter 8: Common Configuration Options Log-Extended Section
•
Each application in a High Availability (HA) pair can define its own unique set of log customizations, but the two sets are not synchronized with each other. This can result in different log behavior depending on which application is currently in primary mode.
•
This feature is not the same as a similar feature in Universal Routing
Server (URS) release 7.2 or later. In this Framework feature, the priority of log events are customized. In the URS feature, the priority of debug messages only are customized. Refer to the URS 7.6 Reference Manual for more information about the URS feature.
•
You cannot customize any log event that is not in the unified log record format. Log events of the
Alarm, Standard, Interaction,
and
Trace
levels feature the same unified log record format.
Example
This is an example of using customized log level settings, subject to the following log configuration:
[log] verbose=interaction all=stderr interaction=log_file standard=network
Before the log levels of the log are changed:
•
Log event 1020, with default level standard, is output to stderr
and log_file,
and sent to Message Server.
•
Log event 2020, with default level standard, is output to stderr
and log_file,
and sent to Message Server.
•
Log event 3020, with default level trace, is output to stderr.
•
Log event 4020, with default level debug, is output to stderr.
Extended log configuration section:
[log-extended] level-reassign-1020=none level-reassign-2020=interaction level-reassign-3020=interaction level-reassign-4020=standard
After the log levels are changed:
•
Log event 1020 is disabled and not logged.
•
Log event 2020 is output to stderr
and log_file.
•
Log event 3020 is output to stderr
and log_file.
•
Log event 4020 is output to stderr
and log_file,
and sent to Message
Server.
T-Server—Deployment Guide 189
Chapter 8: Common Configuration Options Log-Filter Section
level-reassign-disable
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
When this option is set to true
, the original (default) log level of all log events in the
[log-extended]
section are restored. This option is useful when you want to use the default levels, but not delete the customization statements.
Log-Filter Section
This section must be called log-filter.
default-filter-type
Default Value: copy
Valid Values: copy hide skip
The keys and values of the KVList pairs are copied to the log.
The keys of the KVList pairs are copied to the log; the values are replaced with strings of asterisks.
The KVList pairs are not copied to the log.
Changes Take Effect: Immediately
Specifies the default way of presenting KVList information (including
UserData
,
Extensions
, and
Reasons
) in the log. The selected option will be applied to the attributes of all KVList pairs except the ones that are explicitly defined in the log-filter-data
section.
Example
[log-filter] default-filter-type
= copy
Here is an example of a log using the default log filter settings: message RequestSetCallInfo
AttributeConsultType 3
AttributeOriginalConnID 008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
‘DNIS' '8410'
‘PASSWORD' '111111111'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
190 Framework 7.6
Chapter 8: Common Configuration Options Log-Filter-Data Section
Log-Filter-Data Section
This section must be called log-filter-data.
<key name>
Default Value: copy
Valid Values: copy hide skip
The key and value of the given KVList pair are copied to the log.
The key of the given KVList pair is copied to the log; the value is replaced with a string of asterisks.
The KVList pair is not copied to the log.
Changes Take Effect: Immediately
Specifies the way of presenting the KVList pair defined by the key name in the log. Specification of this option supersedes the default way of KVList presentation as defined in the
log-filter
section for the given KVList pair.
Note:
If the T-Server common configuration option log-trace-flag
is set to
-udata,
it will disable writing of user data to the log regardless of settings of any options in the log-filter-data
section.
Example
[log-filter-data]
PASSWORD=hide
Here is an example of the log with option
PASSWORD
set to hide: message RequestSetCallInfo
AttributeConsultType 3
AttributeOriginalConnID 008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
'DNIS' '8410'
‘PASSWORD' '****'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
Common Section
This section must be called common.
T-Server—Deployment Guide 191
Chapter 8: Common Configuration Options Changes from 7.5 to 7.6
enable-async-dns
Default Value: off
Valid Values: off on
Disables asynchronous processing of DNS requests.
Enables asynchronous processing of DNS requests.
Changes Take Effect: Immediately
Enables the asynchronous processing of DNS requests such as, for example, host-name resolution.
Warnings!
Use this option only when requested by Genesys Technical
Support.
Use this option only with T-Servers.
rebind-delay
Default Value:
10
Valid Values:
0
–
600
Changes Take Effect: After restart
Specifies the delay, in seconds, between socket-bind operations that are being executed by the server. Use this option if the server has not been able to successfully occupy a configured port.
Warning!
Use this option only when requested by Genesys Technical
Support.
Changes from 7.5 to 7.6
provides all the changes to common configuration options between release 7.5 and the latest 7.6 release.
Table 17: Common Log Option Changes from 7.5 to 7.6
Option Name Option Values
Log Section
Type of
Change
Details
Use the following options only when requested by Genesys Technical Support.
x-conn-debug-open 0, 1 New See the description on
x-conn-debug-select 0, 1 New See the description on
192 Framework 7.6
Chapter 8: Common Configuration Options Changes from 7.5 to 7.6
Table 17: Common Log Option Changes from 7.5 to 7.6 (Continued)
Option Name
x-conn-debug-timers x-conn-debug-write x-conn-debug-security x-conn-debug-api x-conn-debug-dns x-conn-debug-all
Option Values Type of
Change
Details
0, 1
0, 1
0, 1
0, 1
New
New
New
New
See the description on
See the description on
See the description on
See the description on
0, 1
0, 1
New
New
See the description on
See the description on
Extended Log Section (New Section)
level-reassign-<eventID> alarm, standard, interaction, trace, debug, none level-reassign-disable true, false
New See the description on
New See the description on
Common Section (New Section)
Use the following options only when requested by Genesys Technical Support.
enable-async-dns off, on New Use only with T-Servers.
See the description on
rebind-delay 10–600 New See the description on
T-Server—Deployment Guide 193
Chapter 8: Common Configuration Options Changes from 7.5 to 7.6
194 Framework 7.6
Chapter
9
T-Server Common
Configuration Options
z z z z z z z z z z z z
This chapter describes the configuration options that are common to all
T-Server types. It contains the following sections:
Setting Configuration Options, page 195
Agent-Reservation Section, page 203
Multi-Site Support Section, page 204
Translation Rules Section, page 213
Backup-Synchronization Section, page 214
Call-Cleanup Section, page 215
Timeout Value Format, page 217
Changes from Release 7.5 to 7.6, page 218
T-Server also supports common log options described in Chapter 8, “Common
Configuration Options,” on page 173 .
Setting Configuration Options
Unless it is specified otherwise, you set configuration options in Configuration
Manager in the corresponding sections on the
Options
tab for the T-Server
Application
object.
T-Server—Deployment Guide 195
Chapter 9: T-Server Common Configuration Options Mandatory Options
Mandatory Options
Except as noted for certain environments, the configuration of common options is not required for basic T-Server operation.
T-Server Section
The T-Server section contains the configuration options that are used to support the core features common to all T-Servers.
TServer
This section must be called
TServer.
ani-distribution
Default Value: inbound-calls-only
Valid Values: inbound-calls-only, all-calls, suppressed
Changes Take Effect: Immediately
Controls the distribution of the ANI information in
TEvent
messages. When this option is set to all-calls,
the
ANI
attribute will be reported for all calls for which it is available. When this option is set to suppressed,
the
ANI
attribute will not be reported for any calls. When this option is set to inbound-callsonly,
the
ANI
attribute will be reported for inbound calls only.
background-processing
Default Value:
false
Valid Values:
true
, false
Changes Take Effect: Immediately
When set to true
, T-Server processes all client requests in the background, giving higher priority to the rest of the messages. This ensures that it processes these messages without any significant delay.
With Background Processing functionality enabled, T-Server processes all switch messages immediately and waits until there are no switch messages before processing the message queue associated with T-Server client requests.
T-Server reads all connection sockets immediately and places client requests in the input buffer, which prevents T-Server clients from disconnecting because of configured timeouts.
When T-Server processes client requests from the message queue, requests are processed in the order in which T-Server received them.
When set to false
, T-Server processes multiple requests from one T-Server client before proceeding to the requests from another T-Server client, and so on.
Note:
Use of this option can negatively impact T-Server processing speed.
196 Framework 7.6
Chapter 9: T-Server Common Configuration Options T-Server Section
background-timeout
Default Value:
60 msec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits before processing client requests in background mode. You must set the
background-processing option to
true in order for this option to take effect.
check-tenant-profile
Default Value:
false
Valid Values:
true
, false
Changes Take Effect: For the next connected client
When set to
true
, T-Server checks whether a client provides the correct name and password of a tenant. If it does, T-Server allows that client to register DNs that are included in the switch configuration in the Configuration Database, but it does not allow the client to register DNs that are not included in the switch configuration.
Note:
To make T-Server compatible with 3.x and 5.x clients, set the
checktenant-profile option to
false.
compatibility-port
Default Value:
0
Valid Values:
0 or any valid TCP/IP port
Changes Take Effect: After T-Server has reconnected to the link
Specifies the TCP/IP port that 3.x clients use to establish connections with
T-Server. Connections to this port are accepted only if T-Server has a connection with the switch. If set to
0
(zero), this port is not used.
Note:
Starting with release 7.5, 3.x clients are no longer supported. You can use this option for backward compatibility with the previous T-Server releases.
T-Server—Deployment Guide 197
Chapter 9: T-Server Common Configuration Options T-Server Section
consult-user-data
Default Value:
separate
Valid Values: separate inherited joint
Stores user data for original and consultation calls in separate structures. The data attached to the original call is available for review or changes only to the parties of that call. The data attached to the consultation call is available only to the parties of the consultation call.
Copies user data from an original call to a consultation call when the consultation call is created; thereafter, stores user data separately for the original and the consultation call. Changes to the original call’s user data are not available to the parties of the consultation call, and vice versa.
Stores user data for an original call and a consultation call in one structure. The user data structure is associated with the original call, but the parties of both the original and consultation calls can see and make changes to the common user data.
Changes Take Effect: For the next consultation call created
Specifies the method for handling user data in a consultation call.
Note:
A T-Server client can also specify the
consult-user-data mode in the
Extensions attribute
ConsultUserData key for a conference or transfer request. If it is specified, the method of handling user data is based on the value of the
ConsultUserData key-value pair of the request and takes precedence over the T-Server
consult-user-data option. If it is not specified in the client request, the value specified in the consult-user-data option applies.
customer-id
Default Value: No default value. (A value must be specified for a multi-tenant environment.)
Valid Values: Any character string
Changes Take Effect: Immediately
Identifies the T-Server customer. You must set this option to the name of the tenant that is using this T-Server. You must specify a value for this option if you are working in a multi-tenant environment.
Note:
Do not configure the
customer-id option for single-tenant environments.
198 Framework 7.6
Chapter 9: T-Server Common Configuration Options T-Server Section
log-trace-flags
Default Value:
+iscc, +cfg$dn, -cfgserv, +passwd, +udata, -devlink, -sw,
-req, -callops, -conn, -client
Valid Values (in any combination):
+/-iscc
+/-cfg$dn
+/-cfgserv
+/-passwd
+/-udata
+/-devlink
+/-sw
+/-req
+/-callops
+/-conn
+/-client
Turns on/off the writing of information about Inter Server Call
Control (ISCC) transactions.
Turns on/off the writing of information about DN configuration.
Turns on/off the writing of messages from Configuration
Server.
Turns on/off the writing of information about passwords.
Turns on/off the writing of attached data.
Turns on/off the writing of information about the link used to send CTI messages to the switch (for multilink environments).
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Reserved by Genesys Engineering.
Turns on/off the writing of additional information about the client’s connection.
Changes Take Effect: Immediately
Specifies—using a space-, comma- or semicolon-separated list—the types of information that are written to the log files.
management-port
Default Value:
0
Valid Values:
0 or any valid TCP/IP port
Changes Take Effect: After T-Server is restarted
Specifies the TCP/IP port that management agents use to communicate with
T-Server. If set to
0
(zero), this port is not used.
merged-user-data
Default Value:
main-only
Valid Values: main-only merged-only merged-over-main main-over-merged
T-Server attaches user data from the remaining call only.
T-Server attaches user data from the merging call.
T-Server attaches user data from the remaining and the merging call. In the event of equal keys, T-Server uses data from the merging call.
T-Server attaches data from the remaining and the merging call. In the event of equal keys, T-Server uses data from the remaining call.
Changes Take Effect: Immediately
T-Server—Deployment Guide 199
Chapter 9: T-Server Common Configuration Options T-Server Section
Specifies the data that is attached to the resulting call after a call transfer, conference, or merge completion.
Note:
The option setting does not affect the resulting data for merging calls if the
consult-user-data
option is set to
joint.
(See “consult-user-data” on page 198 .)
server-id
Default Value: An integer equal to the
ApplicationDBID
as reported by
Configuration Server
Valid Values: Any integer from
0
–
16383
Changes Take Effect: Immediately
Specifies the Server ID that T-Server uses to generate Connection IDs and other unique identifiers. In a multi-site environment, you must assign each
T-Server a unique Server ID, in order to avoid confusion in reporting applications and T-Server behavior.
Configuration of this option is necessary for Framework environments in which there are two or more instances of the Configuration Database.
Note:
If you do not specify a value for this option, T-Server populates it with the
ApplicationDBID as reported by Configuration Server. Each data object in the Configuration Database is assigned a separate DBID that maintains a unique Server ID for each T-Server configured in the database.
Warning!
Genesys does not recommend using multiple instances of the
Configuration Database.
user-data-limit
Default Value:
16000
Valid Values:
0
–
65535
Changes Take Effect: Immediately
Specifies the maximum size (in bytes) of user data in a packed format.
Note:
When T-Server works in mixed 7.x/6.x environment, the value of this option must not exceed the default value of
16000
bytes; otherwise, 6.x
T-Server clients might fail.
200 Framework 7.6
Chapter 9: T-Server Common Configuration Options License Section
License Section
The License section contains the configuration options that are used to configure T-Server licenses. They set the upper limit of the seat-related DN licenses ( tserver_sdn
) that T-Server tries to check out from a license file. See
“License Checkout” on page 202
.
license
This section must be called
license
.
Notes:
T-Server also supports the
license-file option described in the
Genesys 7 Licensing Guide.
The
License
section is not applicable to Network T-Server for DTAG.
If you use two or more T-Servers, and they share licenses, you must configure the following options in the license
section of the T-Servers.
num-of-licenses
Default Value:
0 or
max
(all available licenses)
Valid Values:
0
or string
max
Changes Take Effect: Immediately
Specifies how many DN licenses T-Server checks out. T-Server treats a value of
0
(zero) the same as it treats
max
—that is, it checks out all available licenses.
The sum of all
num-of-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
( tserver_sdn
) in the corresponding license file. The primary and backup
T-Servers share the same licenses, and therefore they need to be counted only once. T-Server checks out the number of licenses indicated by the value for this option, regardless of the number actually in use.
num-sdn-licenses
Default Value:
0 or
max
(All DN licenses are seat-related)
Valid Values: String
max
(equal to the value of num-of-licenses
), or any integer from
0
–
9999
Changes Take Effect: Immediately
Specifies how many seat-related licenses T-Server checks out. A value of
0
(zero) means that T-Server does not grant control of seat-related DNs to any client, and it does not look for seat-related DN licenses at all.
The sum of all
num-sdn-licenses values for all concurrently deployed
T-Servers must not exceed the number of seat-related DN licenses
( tserver_sdn
) in the corresponding license file. The primary and backup
T-Servers share the same licenses, and therefore they need to be counted only once. T-Server checks out the number of licenses indicated by the value for this option, regardless of the number actually in use.
T-Server—Deployment Guide 201
Chapter 9: T-Server Common Configuration Options License Section
Notes:
For Network T-Servers, Genesys recommends setting this option to
0
.
Be sure to configure in the Configuration Database all the DNs that agents use (Extensions and ACD Positions) and that T-Server should
control. For further information, see Chapter 2, “DNs and Agent
License Checkout
shows how to determine the number of seat-related DN licenses that
T-Server attempts to check out. See the examples on page 203 .
Table 18: License Checkout Rules
Options Settings a num-of-licenses num-sdn-licenses
max (or 0) max (or 0) max (or 0) x x x max x
0 max y
0
License Checkout b
Seat-related DN licenses
all available x
0 x min (y, x)
0 a. In this table, the following conventions are used: x
and y
- are positive integers; max
is the maximum number of licenses that T-Server can check out; min (y, x) is the lesser of the two values defined by y
and x
, respectively.
b. The License Checkout column shows the number of licenses that T-Server attempts to check out. The actual number of licenses will depend on the licenses’ availability at the time of checkout, and it is limited to 9999.
Examples
This section presents examples of option settings in the license
section.
202 Framework 7.6
Chapter 9: T-Server Common Configuration Options
Example 1
Agent-Reservation Section
If...
Options Settings
num-of-licences = max num-sdn-licences = max
Example 2
If...
Options Settings
num-of-licences = 1000 num-sdn-licences = max
Then...
License File Settings License Checkout
tserver_sdn = 500 500 seat-related DNs
Then...
License File Settings License Checkout
tserver_sdn = 500 500 seat-related DNs
Example 3
If...
Options Settings
num-of-licences = 1000 num-sdn-licences = 400
Then...
License File Settings License Checkout
tserver_sdn = 600 400 seat-related DNs
Example 4
If...
Options Settings
num-of-licences = max num-sdn-licences = 1000
Then...
License File Settings License Checkout
tserver_sdn = 5000 1000 seat-related DNs
Agent-Reservation Section
The Agent-Reservation section contains the configuration options that are used
to customize the T-Server Agent Reservation feature. See “Agent Reservation” on page 32
section for details on this feature.
T-Server—Deployment Guide 203
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
agent-reservation
This section must be called
agent-reservation.
Note:
The Agent Reservation functionality is currently a software-only feature that is used to coordinate multiple client applications. This feature does not apply to multiple direct or ACD-distributed calls.
reject-subsequent-request
Default Value:
true
Valid Values: true false
T-Server rejects subsequent requests.
A subsequent request prolongs the current reservation made by the same client application for the same agent.
Changes Take Effect: Immediately
Specifies whether T-Server rejects subsequent requests from the same client application, for an agent reservation for the same
Agent
object that is currently reserved.
Note:
Genesys does not recommend setting this option to
false in a multi-site environment in which remote locations use the
Agent-Reservation feature.
request-collection-time
Default Value:
100 msec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the interval that agent reservation requests are collected before a reservation is granted. During this interval, agent reservation requests are delayed, in order to balance successful reservations between client applications
(for example, Universal Routing Servers).
reservation-time
Default Value:
10000 msec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the default interval that an AgentDN is reserved to receive a routed call from a remote T-Server. During this interval, the agent cannot be reserved again.
Multi-Site Support Section
The Multi-Site Support section contains the configuration options that are used to support multi-site environments with the Inter Server Call Control (ISCC)
204 Framework 7.6
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
extrouter
feature. The configuration options in this section are grouped with related options that support the same functionality (such as those for Transfer Connect
Service or the ISCC/Call Overflow feature).
This section must be called
extrouter
.
For a description of the ways in which T-Server supports multi-site configurations and for an explanation of the configuration possibilities for a
multi-site operation, see the “Multi-Site Support”
chapter.
Note:
In a multi-site environment, you must configure the
,
and
options with the same value for both the primary and backup T-Servers. If you do not do this, the value specified for the backup T-Server overrides the value specified for the primary T-Server.
match-call-once
Default Value:
true
Valid Values: true false
ISCC does not process (match) an inbound call that has already been processed (matched).
ISCC processes (attempts to match) a call as many times as it arrives at an ISCC resource or multi-site-transfer target.
Changes Take Effect: Immediately
Specifies how many times ISCC processes an inbound call when it arrives at an ISCC resource. When set to false,
ISCC processes (attempts to match) the call even if it has already been processed.
Note:
Genesys does not recommend changing the default value of the matchcall-once
option to false
unless you have specific reasons. Setting this option to false
may lead to excessive or inconsistent call data updates.
reconnect-tout
Default Value:
5 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: At the next reconnection attempt
Specifies the time interval after which a remote T-Server attempts to connect to this T-Server after an unsuccessful attempt or a lost connection. The number of attempts is unlimited. At startup, T-Server immediately attempts the first connection, without this timeout.
T-Server—Deployment Guide 205
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
report-connid-changes
Default Value:
false
Valid Values: true false
EventPartyChanged is generated.
EventPartyChanged is not generated.
Changes Take Effect: Immediately
Specifies whether the destination T-Server generates
EventPartyChanged for the incoming call when the resulting
ConnID attribute is different from the
ConnID attribute of an instance of the same call at the origination location.
use-data-from
Default Value: active
Valid Values: active original active-dataoriginal-call current
The values of
UserData
and
ConnID
attributes are taken from the consultation call.
The values of
UserData
and
ConnID
attributes are taken from the original call.
The value of the
UserData
attribute is taken from the consultation call and the value of
ConnID
attribute is taken from the original call.
If the value of current
is specified, the following occurs:
• Before the transfer or conference is completed, the
UserData
and
ConnID
attributes are taken from the consultation call.
• After the transfer or conference is completed,
EventPartyChanged
is generated, and the
UserData
and
ConnID
are taken from the original call.
Changes Take Effect: Immediately
Specifies the call from which the values for the
UserData and
ConnID attributes are taken for a consultation call that is routed or transferred to a remote location.
Note:
For compatibility with the previous T-Server releases, you can use the values
consult
, main
, and
consult-user-data for this option. These are aliases for
active
, original
, and
current
, respectively.
ISCC Transaction Options
cast-type
Default Value: route, route-uui, reroute, direct-callid, direct-uui, direct-network-callid, direct-notoken, direct-digits, direct-ani, dnis-pool, pullback
206 Framework 7.6
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
Valid Values: route, route-uui, reroute, direct-callid, direct-uui, direct-network-callid, direct-notoken, direct-digits, direct-ani, dnis-pool, pullback
Changes Take Effect: For the next request for the remote service
Specifies—using a space-, comma- or semicolon-separated list—the routing types that can be performed for this T-Server.
The valid values provide for a range of mechanisms that the ISCC feature can support with various T-Servers, in order to pass call data along with calls between locations.
Because switches of different types provide calls with different sets of information parameters, some values might not work with your T-Server. See
for information about supported transaction types by a specific T-Server. The
chapter also provides detailed descriptions of all transaction types.
Notes:
For compatibility with the previous T-Server releases, you can use the direct
value for this option. This is an alias for direct-callid.
An alias, route-notoken
, has been added to the
route value.
default-dn
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: For the next request for the remote service
Specifies the DN to which a call is routed when a Destination DN
(
AttributeOtherDN
) is not specified in the client’s request for routing. If neither this option nor the client’s request contains the destination DN, the client receives
EventError
.
Note:
This option is used only for requests with route types
route, routeuui, direct-callid, direct-network-callid, direct-uui, directnotoken, direct-digits,
and
direct-ani.
direct-digits-key
Default Value:
CDT_Track_Num
Valid Values: Any valid key name of a key-value pair from the
UserData attribute
Changes Take Effect: For the next request for the remote service
Specifies the name of a key from the
UserData attribute that contains a string of digits that are used as matching criteria for remote service requests with the direct-digits routing type.
T-Server—Deployment Guide 207
Chapter 9: T-Server Common Configuration Options
208
Multi-Site Support Section
Note:
For compatibility with the previous T-Server releases, this configuration option has an alias value of cdt-udata-key.
dn-for-unexpected-calls
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: Immediately
Specifies a default DN for unexpected calls arriving on an External Routing
Point.
network-request-timeout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next network request
For a premise T-Server, this option specifies the time interval that the premise
T-Server waits for a response, after relaying a
TNetwork<...>
request to the
Network T-Server. For a Network T-Server, this option specifies the time interval that the Network T-Server waits for a response from an SCP (Service
Control Point), after initiating the processing of the request by the SCP.
When the allowed time expires, the T-Server cancels further processing of the request and generates
EventError
.
register-attempts
Default Value:
5
Valid Values: Any positive integer
Changes Take Effect: For the next registration
Specifies the number of attempts that T-Server makes to register a dedicated
External Routing Point.
register-tout
Default Value:
2 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next registration
Specifies the time interval after which T-Server attempts to register a dedicated
External Routing Point. Counting starts when the attempt to register a Routing
Point fails.
request-tout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next request for remote service
Specifies the time interval that a T-Server at the origination location waits for a notification of routing service availability from the destination location.
Framework 7.6
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
Counting starts when the T-Server sends a request for remote service to the destination site.
resource-allocation-mode
Default Value:
circular
Valid Values: home circular
T-Server takes an alphabetized (or numerically sequential) list of configured DNs and reserves the first available DN from the top of the list for each new request. For example, if the first DN is not available, the second DN is allocated for a new request. If the first
DN is freed by the time the next request comes, the first DN is allocated for this next request.
T-Server takes the same list of configured DNs, but reserves a subsequent DN for each subsequent request. For example, when the first request comes, T-Server allocates the first DN; when the second request comes, T-Server allocates the second DN; and so on.
T-Server does not reuse the first DN until reaching the end of the
DN list.
Changes Take Effect: Immediately
Specifies the manner in which T-Server allocates resources (that is, DNs of the
External Routing Point type and Access Resources with
Resource Type dnis
) for multi-site transaction requests.
resource-load-maximum
Default Value:
0
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the maximum number of ISCC routing transactions that can be concurrently processed at a single DN of the
External Routing Point route type. After a number of outstanding transactions at a particular DN of the
External Routing Point type reaches the specified number, T-Server considers the DN not available. Any subsequent request for this DN is queued until the number of outstanding transactions decreases. A value of
0
(zero) means that no limitation is set to the number of concurrent transactions at a single External Routing Point. In addition, the
0 value enables T-Server to perform load balancing of all incoming requests among all available External
Routing Points, in order to minimize the load on each DN.
route-dn
Default Value: No default value
Valid Values: Any DN
Changes Take Effect: Immediately
Specifies the DN that serves as a Routing Point for the route transaction type in the multiple-to-one access mode.
T-Server—Deployment Guide 209
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
timeout
Default Value:
60 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next request for remote service
Specifies the time interval that the destination T-Server waits for a call routed from the origination location. Counting starts when this T-Server notifies the requesting T-Server about routing service availability. The timeout must be long enough to account for possible network delays in call arrival.
use-implicit-access-numbers
Default Value:
false
Valid Values:
true
, false
Changes Take Effect: After T-Server is restarted
Determines whether an External Routing Point in which at least one access number is specified is eligible for use as a resource for calls coming from switches for which an access number is not specified in the External Routing
Point. If this option is set to false,
the External Routing Point is not eligible for use as a resource for calls coming from such switches. If this option is set to true,
an implicit access number for the External Routing Point, composed of the switch access code and the DN number of the External Routing Point, will be used.
Note:
If an External Routing Point does not have an access number specified, this option will not affect its use.
Transfer Connect Service Options
tcs-queue
Default Value: No default value
Valid Values: Any valid DN number
Changes Take Effect: For the next request for the remote service
Specifies the TCS DN number to which a call, processed by the TCS feature, is dialed after the originating external router obtains an access number. This option applies only if the
option is activated.
tcs-use
Default Value:
never
Valid Values: never
The TCS feature is not used.
210 Framework 7.6
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section always
The TCS feature is used for every call.
app-defined
In order to use the TCS feature for a multi-site call transfer request, a client application must add a key-value pair with a
TC-type key and a nonempty string value to the
UserData attribute of the request.
Changes Take Effect: Immediately
Specifies whether the Transfer Connect Service (TCS) feature is used.
Note:
For compatibility with the previous T-Server releases, you can use the value up-app-depended for this option. This is an alias for app-defined
.
ISCC/COF Options
cof-ci-defer-create
Default Value:
0
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits for call data from the switch before generating a negative response for a call data request from a remote
T-Server. If T-Server detects the matching call before this timeout expires, it sends the requested data. This option applies only if the
option is set to true
.
cof-ci-defer-delete
Default Value:
0
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits before deleting call data that might be overflowed. If set to
0,
deletion deferring is disabled. This option applies only if the
option is set to true
.
cof-ci-req-tout
Default Value:
500 msec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next COF operation
Specifies the time interval during which T-Server will wait for call data requested with respect to a call originated at another site. After T-Server sends the call data request to remote T-Servers, all events related to this call will be suspended until either the requested call data is received or the specified timeout expires. This option applies only if the
option is set to true
.
T-Server—Deployment Guide 211
Chapter 9: T-Server Common Configuration Options Multi-Site Support Section
cof-ci-wait-all
Default Value:
false
Valid Values: true false
T-Server waits for responses from all T-Servers that might have the requested call data before updating the call data with the latest information.
T-Server updates the call data with the information received from the first positive response.
Changes Take Effect: Immediately
Specifies whether T-Server, after sending a request for matching call data, waits for responses from other T-Servers before updating the call data (such as
CallHistory
,
ConnID
, and
UserData
) for a potentially overflowed call. The waiting period is specified by the
and
options.
This option applies only if the
true
.
cof-feature
Default Value:
false
Valid Values:
true, false
Changes Take Effect: Immediately
Enables or disables the Inter Server Call Control/Call Overflow (ISCC/COF) feature.
cof-rci-tout
Default Value:
10 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: For the next COF operation
Specifies the time interval that T-Server waits for call data from other
T-Servers’ transactions. Counting starts when
expires. This option applies only if the
true
.
local-node-id
Default Value:
0
Valid Values:
0 or any positive integer
Changes Take Effect: Immediately
This option, if enabled, checks all networked calls against the specified
NetworkNodeID
(the identity of the switch to which the call initially arrived). If the
NetworkNodeID is the same as the value of this option, the request for call information is not sent. The default value of
0 disables the functionality of this option. To establish an appropriate
NetworkNodeID,
specify a value other than the default. This option applies only if the
option is set to true
.
Note:
This option applies only to T-Server for Nortel Communication Server
2000/2100 (formerly DMS-100).
212 Framework 7.6
Chapter 9: T-Server Common Configuration Options Translation Rules Section
Event Propagation Option
event-propagation
Default Value:
list
Valid Values: list off
Changes in user data and party events are propagated to remote locations through call distribution topology.
The feature is disabled. Changes in user data and party events are not propagated to remote locations.
Changes Take Effect: Immediately
Specifies whether the Event Propagation feature is enabled.
Number Translation Option
inbound-translator-<n>
Default Value: No default value.
Valid Value: Any valid name
Changes Take Effect: Immediately
Specifies the name of another configuration section as the value for the inbound-translator
option. For example, inbound-translator-1 = ani-translator where ani-translator
is the name of the configuration that describes the translation rules for inbound numbers.
Translation Rules Section
The section name is specified by the inbound-translator-< n >
option. It contains options that define translation rules for inbound numbers.
You can choose any name for this section, provided that it matches the value of the section. Every option in this section corresponds to a rule and must conform to the format described below. You can configure as many rules as necessary to accommodate your business needs.
rule-<n>
Default Value: No default value
Valid Value: Any valid string in the following format: in-pattern=<input pattern value>;out-pattern=<output pattern value>
Changes Take Effect: Immediately
Defines a rule to be applied to an inbound number. The two parts of the option value describe the input and output patterns in the rule. When configuring the
pattern values, follow the syntax defined in “Using ABNF for Rules” on page 88
. See “Configuring Number Translation” on page 94 for examples of
T-Server—Deployment Guide 213
Chapter 9: T-Server Common Configuration Options Backup-Synchronization Section these rules as well as detailed instructions for creating rules for your installation. For example, a value for this configuration option might look like this: rule-01 = in-pattern=0111#CABBB*ccD;out-pattern=ABD
Backup-Synchronization Section
The Backup-Synchronization section contains the configuration options that are used to support a high-availability ( hot standby redundancy type) configuration.
backup-sync
This section must be called
backup-sync.
Note:
These options apply only to T-Servers that support the
hot standby redundancy type.
addp-remote-timeout
Default Value:
0
Valid Values: Any integer from
0
–
3600
Changes Take Effect: Immediately
Specifies the time interval that the redundant T-Server waits for a response from this T-Server after sending a polling signal. The default value of
0
(zero) disables the functionality of this option. To establish an appropriate timeout, specify a value other than the default. This option applies only if the
option is set to addp.
addp-timeout
Default Value:
0
Valid Values: Any integer from
0
–
3600
Changes Take Effect: Immediately
Specifies the time interval that this T-Server waits for a response from another
T-Server after sending a polling signal. The default value of
0
(zero) disables the functionality of this option. To establish an appropriate timeout, specify a value other than the default. This option applies only if the
option is set to
addp.
214 Framework 7.6
Chapter 9: T-Server Common Configuration Options Call-Cleanup Section
addp-trace
Default Value:
off
Valid Values: off
, false
, no
No trace (default).
local
, on
, true
,
yes
Trace on this T-Server side only.
remote full
, both
Trace on the redundant T-Server side only.
Full trace (on both sides).
Changes Take Effect: Immediately
Specifies whether the option is active, and to what level the trace is performed.
This option applies only if the
addp
.
protocol
Default Value:
default
Valid Values: default addp
The feature is not active.
Activates the Advanced Disconnect Detection Protocol.
Changes Take Effect: When the next connection is established
Specifies the name of the method used to detect connection failures. If you specify the
addp
value, you must also specify a value for the addp-timeout , addp-remote-timeout ,
and
sync-reconnect-tout
Default Value:
20 sec
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
Specifies the time interval after which the backup T-Server attempts to reconnect to the primary server (for a synchronized link).
Call-Cleanup Section
The Call-Cleanup section contains the configuration options that are used to control detection and cleanup of stuck calls in T-Server. For more information on stuck call handling, refer to the “Stuck Call Management” chapter in the
Framework 7.6 Management Layer User’s Guide.
call-cleanup
This section must be called
call-cleanup.
cleanup-idle-tout
Default Value:
0
Valid Values: See “Timeout Value Format” on page 217 .
Changes Take Effect: Immediately
T-Server—Deployment Guide 215
Chapter 9: T-Server Common Configuration Options Call-Cleanup Section
Specifies the time interval that T-Server waits for a call to be updated from its last update. After this time elapses, if no new events about the call are received, T-Server clears this call as a stuck call, either by querying the switch
(if a CTI link provides such capabilities) or by deleting the call information from memory unconditionally. The default value of
0 disables the stuck calls cleanup.
notify-idle-tout
Default Value:
0
Valid Values: See “Timeout Value Format” on page 217
Changes Take Effect: Immediately
Specifies the time interval that T-Server waits for a call to be updated from its last update. After this time elapses, if no new events about the call are received, T-Server reports this call as a stuck call. The default value of
0 disables the stuck calls notification.
periodic-check-tout
Default Value:
10 min
Valid Values: See “Timeout Value Format” on page 217
Changes Take Effect: Immediately
Specifies the time interval for periodic checks for stuck calls. These checks affect both notification and cleanup functionality, and are made by checking the T-Server’s own call information with call information available in the switch. For performance reasons, T-Server does not verify whether the notify-idle-tout or
cleanup-idle-tout option has expired before performing this checking.
Note:
Setting this option to a value of less than a few seconds can affect
T-Server performance.
Examples
This section presents examples of option settings in the call-cleanup
section.
Example 1
cleanup-idle-tout = 0 notify-idle-tout = 0 periodic-check-tout = 10
With these settings, T-Server will not perform any checks for stuck calls.
Example 2
cleanup-idle-tout = 0 notify-idle-tout = 5 min periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes and sends notifications about all calls that have been idle for at least 5 minutes.
216 Framework 7.6
Chapter 9: T-Server Common Configuration Options Security Section
Example 3
cleanup-idle-tout = 20 min notify-idle-tout = 5 min periodic-check-tout = 10 min
With these settings, T-Server performs checks every 10 minutes, sends notifications about all calls that have been idle for at least 5 minutes, and attempts to clean up all calls that have been idle for more than 20 minutes.
Security Section
The Security section contains the configuration options that are used to configure secure data exchange between T-Servers and other Genesys components. Refer to the Genesys 7.6 Security Deployment Guide for complete information on the security configuration.
Timeout Value Format
This section of the document describes the values to use for those T-Server common options that set various timeouts. The current format allows you to use fractional values and various time units for timeout settings.
For timeout-related options, you can specify any value that represents a time interval, provided that it is specified in one of the following formats:
[[[ hours
:] minutes
:] seconds
][ milliseconds
] or
[ hours hr][ minutes min][ seconds sec][ milliseconds msec]
Where a time unit name in italic (such as hours) is to be replaced by an integer value for this time unit.
Integer values with no measuring units are still supported, for compatibility with previous releases of T-Server. When you do not specify any measuring units, the units of the default value apply. For example, if the default value equals
60 sec
, specifying the value of
30 sets the option to 30 seconds.
Example 1
The following settings result in a value of 1 second, 250 milliseconds: sync-reconnect-tout = 1.25
sync-reconnect-tout = 1 sec 250 msec
T-Server—Deployment Guide 217
Chapter 9: T-Server Common Configuration Options Changes from Release 7.5 to 7.6
Example 2
The following settings result in a value of 1 minute, 30 seconds: timeout = 1:30 timeout = 1 min 30 sec
Changes from Release 7.5 to 7.6
lists the configuration options that:
•
Are new or changed in the 7.6 release of T-Server
•
Have been added or changed since the most recent 7.5 release of this document
If a configuration option has been replaced with another that enables the same functionality, the new option name and its location in this chapter are noted.
Table 19: Option Changes from Release 7.5 to 7.6
Option Name Option Values Type of
Change
TServer Section
New ani-distribution inbound-calls-only, all-calls, suppressed compatibility-port 0 or any valid TCP/IP port Obsolete
Details
See the option description on
.
See the option description on
.
use-data-from
extrouter Section
active, original, current, active-data-original-call
New value New option value, active-dataoriginal-call.
See the option
.
network-providedaddress true, false
backup-sync Section
Obsolete
218 Framework 7.6
Chapter
10
T-Server-Specific
Configuration Options
z z z z z
This chapter describes the configuration options that are unique to the T-Server for Avaya Communication Manager. It includes these sections:
Query-Agent-State Section, page 237
Changes from Release 7.5 to 7.6, page 240
To establish a link connection, configure the link options that are applicable to the connection protocol used in your environment (for example, TCP/IP).
The options common to all T-Servers are described in Chapter 8, “Common
Configuration Options,” on page 173
and Chapter 9, “T-Server Common
Configuration Options,” on page 195 .
You set configuration options in Configuration Manager in the corresponding sections on the
Options
tab for the T-Server Application object.
Mandatory Options
table lists the options that you must configure for basic T-Server operation. All other options in this chapter are configured to enable T-Server to support other features.
T-Server—Deployment Guide 219
Chapter 10: T-Server-Specific Configuration Options T-Server Section
To establish a link connection, simply configure the link options that are applicable to the connection protocol used in your environment.
Table 20: Mandatory Options
Option Name
link-n-name hostname link-number port
Default Value Details
T-Server Section
No default value Specifies the section name containing the configuration options assigned to that link, where n is a consecutive number for a CTI link.
See the description on page 225
.
CTI-Link Section
No default value
No default value
Specifies the host of the link according to the switch configuration.
See the description on page 239
.
Specifies the number of the
ASAI Ethernet link dedicated for this use.
See the description on page 239
.
No default value Specifies the TCP/IP port of the link according to the switch configuration.
See the description on page 240
.
T-Server Section
This section must be called
TServer
.
acd-register-mode
Default Value: eas
Valid Values: eas en-only
T-Server requests only
Login/Logout
events (
DomainControl
) from the switch.
T-Server requests only telephony events (
EventNotification
) for a particular Split/Skill from the switch.
220 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section non-eas
T-Server requests telephony events and
Login/Logout
events from the switch.
local
T-Server does not request any telephony events or
Login/
Logout
events from the switch.
Changes Take Effect: On next DN registration (the prior DN is not registered)
Specifies the mode of registration in Configuration Manager for all DNs listed in the related Switch object for a specific T-Server Application object.
Note:
You must set the value of this option according to the switch mode. If you have configured the switch to work in
Expert Agent Selection
(
EAS
) mode, the only valid values are eas
and local.
after-call-fac
Default Value: No default value
Valid Values: Any valid FAC number
Changes Take Effect: Immediately
Causes T-Server to invoke the
AfterCallWork
work mode when the agent presses the corresponding button on the handset.
A corresponding dialable number on the PBX (typically an announcement extension) should exist and should not be used for any other purpose for the following options: after-call-fac
, auto-in-fac
, aux-work-fac
, manual-in-fac
.
When T-Server sees a call initiated to one of the dialable numbers from a DN that is logged in, it drops the call, and then makes a CTI request to change the state of the initiating station as appropriate.
For example, when you set auto-in-fac
to
3000
, and the agent station is
4000
, and if T-Server sees a call initiated from
4000
to
3000
, and
4000
is logged in,
T-Server sends a CTI request to the link to drop the call, and a subsequent request to change the agent state to
Auto-In.
Assuming the requests are all successful, T-Server also sends appropriate T-Events.
agent-no-answer-action
Default Value: none
Valid Values: none, notready, walkaway
Changes Take Effect: Immediately.
Specifies the agent state to which T-Server will be set after the time period for the agent-no-answer-timeout
option has expired. A value of none
means that the agent will remain in its current state.
Notes:
• The walkaway
value is identical to the notready
value unless a non-ACD (soft agents) setup is utilized.
T-Server—Deployment Guide 221
Chapter 10: T-Server-Specific Configuration Options T-Server Section
• If a non-ACD (soft agents) T-Server setup is not utilized, the agent-no-answer-action
option may be set to notready
only if the use-pending-workmode
option is set to true
. This will allow the agent to change to a
NotReady
state while the call is ringing, and before sending the redirect.
agent-no-answer-overflow
Default Value: none
Valid Values: none recall
Any destination digits
The call will remain ringing on the agent phone.
The call will be redirected back to the Routing Point or the ACD Queue that delivered the call to the agent.
A valid destination DN must be provided (a Queue or
Routing Point on the local switch is recommended).
Changes Take Effect: Immediately.
After the time period for the agent-no-answer-timeout
option has expired,
T-Server will redirect the ringing call to the destination described by this option.
agent-no-answer-timeout
Default Value:
0
Valid Values:
0 to 600
Changes Take Effect: Immediately.
Calls ringing on an agent's phone that were distributed from an ACD Queue or a Routing Point will wait for the telephone to ring for this timeout period (in seconds) before performing the actions described by the agent-no-answeraction
option and redirect the call to the destination described in the agent-noanswer-overflow
option. The default value of
0
(zero) disables the functionality of this option.
asai-protocol-version
Default Value:
3
Valid Values:
1, 2, 3, 4
Changes Take Effect: Immediately
Specifies the ASAI protocol version running on the link.
auto-in-fac
Default Value: No default value
Valid Values: Any valid FAC number
Changes Take Effect: Immediately
Causes T-Server to invoke the
AutoIn
work mode when the agent presses the
corresponding button on the handset. (See “after-call-fac” on page 221 for
more information).
222 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
aux-work-fac
Default Value: No default value
Valid Values: Any valid FAC number
Changes Take Effect: Immediately
Causes T-Server to invoke the
AuxWork
work mode when the agent presses
corresponding button on the handset. (See “after-call-fac” on page 221 for
more information).
call-delete-delay-msec
Default Value:
7000
Valid Values: Any positive integer
Changes Take Effect: For a new period of time
Specifies the interval (in milliseconds) T-Server preserves call information
(such as attached data) after all monitored parties have been dropped from the call. This feature is useful when calls are transferred from one monitored number to another through nonmonitored queues or VDNs.
delay-logout-report
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
With value true
, T-Server waits for 250 milliseconds after receiving an agent logout notification from the switch. If the switch does not report login within this time, T-Server considers the agent logged out. If an immediate login occurs during this delay (for example, when an agent’s skills are redefined, and the agent is automatically logged off and on again in order to register the change), T-Server ignores the logout sequence altogether.
delay-mute-transfer
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
Delays the last step of
Mute Transfer.
Note:
This option must be used if the error message
TERR_ASAI_INCOM_ST
(609) has been received for the
Mute Transfer
request.
T-Server—Deployment Guide 223
Chapter 10: T-Server-Specific Configuration Options T-Server Section
deliver-time-in-queue
Default Value: false
Valid Values: false true ringing
T-Server turns off the option.
T-Server generates
TimeInQueue in the
AttributeExtensions
(key
TimeInQueue
) in the
EventRinging
and
EventEstablished events
.
T-Server generates
TimeInQueue
only in the
EventRinging event
.
Changes Take Effect: Immediately.
Specifies how T-Server generates the
TimeInQueue
parameter (the time from call creation to the event generation).
disable-digits-collection
Default Value: true
Valid Values: true false
Enables routing to an internal call if the Digits Collection operation fails. You can also specify Digits Collection for each individual call.
Disables this feature.
Changes Take Effect: Immediately
Specifies whether T-Server enables the collection of digits (Digits Collection) after receiving
RequestRouteCall.
This option does not affect any digits collected previously—for example, those sent in
EventRouteRequest.
For internal calls, T-Server automatically disables digit collection, but it can erroneously identify a call as inbound if it arrived from a PBX number not registered in the Configuration Layer.
enable-ucid-swap
Default Value: true
Valid Values: true
, false
Changes Take Effect: Immediately
With value true
, T-Server converts the UCID host-byte order to a networkbyte order.
Note:
You must set enable-ucid-swap
to true
for all T-Servers using the
ISCC/COF feature in a multi-site environment.
224 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
follow-calls
Default Value: true
Valid Values: true false
T-Server initiates a
TP Take Control
.
T-Server does not attempt a
TP Take Control
.
Changes Take Effect: Immediately
Specifies whether T-Server initiates a
TP Take Control
(third-party take control) on manually initiated calls and calls transferred to queues in situations when no active associations are in use.
link-n-name
Default Value: Mandatory field. No default value.
Valid Values: Any valid name
Changes Take Effect: Immediately
Specifies the section name containing the configuration options assigned to that link, where n is a nonzero consecutive number for a CTI link. You must specify a value for this option.
Note:
The linkn
-name
option name refers to the link number and the section name (for example, link-1-name
).
Warning!
Do not update the link configuration while T-Server is running.
log-trace-flags (specific to this T-Server)
Default Value:
+asai_dump
,
-qass
Valid Values (in any combination):
+/-asai_dump
+/-qass
Turns on/off writing of information about ASAI messages.
Turns on/off writing of information about the synchronization queries to and from the link.
These are specific values for this T-Server, in addition to other values of this
option. See Chapter 9, “log-trace-flags,” page 199 .
manual-in-fac
Default Value: No default value
Valid Values: Any valid FAC number
Changes Take Effect: Immediately
Causes T-Server to invoke the
ManualIn work mode when the agent presses the
corresponding button on the handset. (See “after-call-fac” on page 221 for
more information).
T-Server—Deployment Guide 225
Chapter 10: T-Server-Specific Configuration Options T-Server Section
max-attempts-to-register
Default Value:
10
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the maximum number of times T-Server attempts to register the domain after the switch returns a negative acknowledgment for a registration request.
Warning!
The value you specify for this option overrides any value specified in other retry options (such as retry-on-proterr
). When configuring this option, specify a value that does not conflict with the values specified in other retry options.
merge-consult-data
Default Value: false
Valid Values: false orig-prio consult-prio
T-Server attaches d ata from the original call only.
T-Server attaches d ata from the original call and the consultation call. In the case of equal keys, T-Server uses data from the original call.
T-Server attaches d ata from the original call and the consultation call. In the case of equal keys, T-Server uses data from the consultation call.
Changes Take Effect: Immediately
Specifies the data to attach to the resulting call on
Transfer/Conference completion.
Notes:
T-Server ignores this option if you have set the T-Server common option consult-user-data
to joint
(see
)
.
Starting with this release, this option is now an alias of the mergeduser-data
option (see the option description on page 199
). For compatibility with the previous releases, you can use the values false
, orig-prio
, and consult-prio
for this option. These are aliases for mainonly
, main-over-merged
, and merged-over-main
, respectively.
msec-wait-for-ack
Default Value:
12000
Valid Values: Any integer from range
1000
–
100000
Changes Take Effect: For
T-Server
client requests received after the option’s value is changed
Specifies the interval (in milliseconds) T-Server waits for an acknowledgment before reporting an error to the client.
226 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
predict-agent-work-mode
Default Value:
true
Valid Values: true
, false
Changes Take Effect: Immediately
Sends
EventAgentNotReady
when the switch changes the agent’s work mode to
NotReady
without T-Server’s request. It applies to the following scenarios:
•
If an agent in
AgentManualIn
mode receives and releases an ACD call, the switch changes the agent work mode to
AgentAfterCallWork
.
•
If an agent in
AgentManualIn
(or
AgentAutoIn
) mode does not answer the
ACD call, and the call is redirected, the switch changes the agent work mode to
AgentAuxWork
.
•
If the
TimedAfterCallWork
(TACW) functionality is applied to an ACD call
(that is, if a call is delivered through a VDN or an ACD Split with TACW configured), and an agent in
AgentAutoIn
mode receives and releases this call, the switch changes the agent work mode to
AgentAfterCallWork
for the specified timeout.
Note:
When you are using the TACW functionality, you must set predictagent-work-mode
to true.
preserve-collected-digits
Default Value: false
Valid Values: false udata first-event accumulate
T-Server delivers collected digits only to clients registered for a Routing Point and does not place digits into user data.
T-Server attaches c ollected digits to the call as user data.
Each time T-Server gets collected digits information, it updates the
UserData
value with the digits reported in the link message. T-Server reports this user data in all events except the first event sent upon receipt of the link message containing collected digits. The first event has collected digits only in
AttributeCollectedDigits
.
T-Server attaches c ollected digits as user data to the very first event issued for the call (either
Queued
or
RouteRequest
). In this way, the event contains the same information in both
AttributeCollectedDigits
and
UserData
.
T-Server treats digits as a first-event, except that collected digits reported in the last link message do not overwrite the previous
UserData
value. Instead, the new set of digits is added at the end of the current
UserData
value (digits are separated by a comma from the rest of the value).
Changes Take Effect: Immediately
Delivers collected digits to an agent application and controls how T-Server reports collected digits in user data of the call (pair with key
CollectedDigits
).
T-Server—Deployment Guide 227
Chapter 10: T-Server-Specific Configuration Options T-Server Section
A client can request digit collection for a call on a VDN by sending
RequestRouteCall
that contains the
Extension
attribute
CollectDigits
with the integer value of the requested number of digits. T-Server then sends a
RouteSelect
message with collect_digits flag
set and number_of_digits specified as requested by client.
To notify clients about collected digits, T-Server sends
EventDigitsCollected to all parties on the call when it receives event
EnteredDigits
from the link.
The digits from the link event are placed into
AttributeCollectedDigits
and the last digit is also placed into
AttributeLastDigit.
Depending on the value of option
user data on the call (paired with key
CollectedDigits
) is updated with the digits from the link message.
ReferenceID
in the event is not set because the digits are not collected by
RequestCollectDigits.
Other mandatory attributes of the event are set as appropriate.
query-agent-work-mode
Default Value: on-restart
Valid Values: on-restart on-release on-timer
T-Server requests the agent state every time connection to the link is reestablished. T-Server generates
EventAgentReady/
NotReady
if it finds that the work mode changed after the last event was sent.
T-Server requests the agent state every time a call is released on the agent’s phone. T-Server generates
EventAgentReady/
NotReady
if it finds that the work mode changed after the last event was sent. This option includes queries on on-restart.
T-Server queries agent states for all properly configured agents who are logged in but who are not on calls. T-Server polls a given agent state at a regular interval ( in seconds ) while the agent is logged in but not on a call. The default is
3 seconds.
See the “Query-Agent-State Section” on page 237
for details.
To override the value on-timer
for a specific DN, use the option query-on-timer
, which is set on that DN. Configure query-ontimer on t he
Annex
tab of the DN
Properties
dialog box in the
TServer
section. With value false
, T-Server does not issue agent state queries to the affected DN. With value true
,
T-Server issues agent state queries to the affected DN. (DNs such as VTO ports or supervisors might not need to be queried, and this can preserve bandwidth resources) . This option includes queries on-release
and on on-restart
.
Changes Take Effect: Immediately
Specifies when T-Server requests the agent state from the switch.
Warning!
If the option is set to on-timer
and the use-link-bandwidth
option is set to
0
, the query feature will be disabled.
228 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
retry-on-admin-progress
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending the request to the switch after receiving an
Administration in progress
error (T-Server translates that error as
TERR_ASAI_ADMIN_PROGRESS (630)
). If all attempts are unsuccessful,
T-Server generates
EventError.
retry-on-incom-st
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending a request to the switch after receiving a
Message Not Compatible with Call State
error (T-Server translates that error as
TERR_ASAI_INCOM_ST (609)
). If all attempts are unsuccessful, T-Server generates
EventError.
retry-on-netconj
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending the request to the switch after receiving a
Switching Equipment Congestion
error (T-Server translates that error as
TERR_ASAI_NETCONJ (626)
). If all attempts are unsuccessful,
T-Server generates
EventError.
retry-on-proterr
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending a request to the switch after receiving a
Protocol Error
error (T-Server translates that error as
TERR_ASAI_PROTERR (601)
). If all attempts are unsuccessful, T-Server generates
EventError.
retry-on-resunavl
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending the request to the switch after receiving a
Resources not available
error (T-Server translates that error as
TERR_ASAI_RESUNAVL (602)
). If all attempts are unsuccessful, T-Server generates
EventError.
T-Server—Deployment Guide 229
Chapter 10: T-Server-Specific Configuration Options T-Server Section
retry-on-temp-failure
Default Value:
0
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Specifies how many times T-Server retries sending the request to the switch after receiving a
Temporary Failure
error (T-Server translates that error as
TERR_ASAI_TEMP_FAILURE (637)
). If all attempts are unsuccessful, T-Server generates
EventError.
retry-timeout-msec
Default Value:
1000
Valid Values:
0
or any positive integer
Changes Take Effect: Immediately
Sets the interval (in milliseconds) that T-Server waits before performing a retry based on the received error message, as specified by the retry options.
route-thru-queue
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
With value true
, T-Server uses the
DirectAgent
option in the
RouteSelect request to the switch when T-Server routes a call to an agent in the
Ready
state
(either
AutoIn
or
ManualIn
). This means the call is treated as an ACD call (that is, the switch changes the agent work mode from
ManualIn
to
AfterCallWork
on release).
second-call-as-consult
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
With value true
, when a call is on hold on an extension, and a second call is initiated from this extension, T-Server treats this second call as a consultation call to the held call.
This option is extended to allow for configuration, on the
Annex
tab of the DN
Properties
dialog box in the
TServer
section. (See “predict-agent-work-mode” on page 227
and “Configuring TACW” on page 138
). This extension to configuration serves to override the
TServer
option second-call-as-consult
, if present, on a DN basis.
230 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
send-tcs-dtmf
Default Value: never
Valid Values: never answer
T-Server does not send DTMF. The IVR port should be used to answer TCS (Transfer Connect Signaling) calls and outpulse DTMF.
T-Server automatically sends DTMF, the same as for
RouteTypeOverwriteDNIS
.
Changes Take Effect: Immediately.
Specifies how T-Server sends DTMF.
set-call-type-on-dialing
Default Value: false
Valid Values: true false
T-Server assigns
CallType
based on a dialed number that
T-Server checks with the telephony configuration.
T-Server assigns
CallType
in the
EventDialing
message is
0
(unknown). Afterwards, T-Server assigns
CallType
based on a connected number.
Changes Take Effect: Immediately
Specifies whether T-Server determines
CallType
in the
EventDialing
message.
soft-login-support
Default Values: false
Valid Values: true, false
Changes Take Effect: After T-Server is restarted
Turns on or off the Emulated Agent States (also known as the Soft Agent) feature.With value true
, T-Server processes all agent-related feature requests
(
TAgentLogin/Logout/SetReady/NotReady
) internally, without interacting with the CTI link. T-Server accepts all client requests, provided that they do not contradict the Agent-State diagram. See the Genesys 7 Events and Models
Reference Manual and Voice Platform SDK 7.6 .NET (or Java) API Reference for more information.
The following conditions must be met:
•
AgentID
must be configured in the Configuration Layer.
•
Only one login with any given
AgentID
is allowed at any time.
•
Only one agent login is allowed on the DN.
•
If the password is configured in the Configuration Layer, it must be supplied in
RequestAgentLogin
(otherwise the request fails).
•
WorkMode
is not used in
TAgentSetReady
, but T-Server supports all
NotReady substates shown on the Agent-State diagram.
T-Server—Deployment Guide 231
Chapter 10: T-Server-Specific Configuration Options T-Server Section
Note:
The T-Server Common Part implements the Emulated Agent States feature. When it is enabled, T-Server processes agent-related CTI messages, but it does not distribute corresponding agent-related events when an agent logs in or out manually using a phone set. To avoid desynchronization between the PBX and the reporting application, agents should not log in or out manually (a so-called “hard” login) when the soft-login-support
option is enabled.
soft-wrap-up-time
Default Value:
0
Valid Values: See “T-Server Common Configuration Options” on page 195
.
Changes Take Effect: After agent logs out and then logs in again
Sets the default wrap-up time for the Soft Agent feature (you can also specify a wrap-up time for each
AgentID
in the
AgentLogin Properties
dialog box); however, it does not affect the state of the agents logged in on the PBX. If the wrap-up time is set to a nonzero value, T-Server emulates the
AfterCallWork state after each call that was released when the agent was in the
Ready
state.
Note:
You must set soft-login-support
to true
to use soft-wrap-up-time.
ts-tp-enabled
Default Value: true
Valid Values: true
, false
Changes Take Effect: Immediately
Enables or disables the T-Server side tunnel protocol of the Heartbeat feature.
When the option is set to true
and T-Server is in High-Availability mode, tunnel protocol heartbeat messages are sent for both primary and backup
T-Servers.
ts-tp-heartbeat-timer
Default Value:
25
Valid Values:
5
–
60
Changes Take Effect: Immediately
Specifies the time interval (in seconds) that T-Server waits for link activity, before it sends a side tunnel protocol heartbeat message to the link.
ts-tp-heartbeat-timout
Default Value:
10
Valid Values:
5
–
60
Changes Take Effect: Immediately
232 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
Specifies the time interval (in seconds) that T-Server waits for link activity after sending a side tunnel protocol heartbeat, before it closes the link and restarts.
use-old-fwd-key
Default Value: false
Valid Values: true false
Enables the use of the old forwarding key
ForwardTo.
Enables the use of the n ew forwarding key fwd.
Changes Take Effect: Immediately
Specifies whether T-Server enables the use of the old forwarding key for address queries of type
AddressInfoCallForwardingStatus
. Setting this option to false
increases T-Server performance.
use-pending-work-mode
Default Value: false
Valid Values: true
, false
Changes Take Effect: Immediately
With value true
, Pending Work Mode functionality is enabled. This functionality allows agents to change their agent state or to log out while a call is in progress. However, agents cannot log back in until the call in progress is released.
Note:
Confirm that the switch version used in your environment supports
Pending Work Mode functionality. Contact your switch vendor for information related to supported functionality.
Predictive Dialing Options
These options support Predictive Dialing functionality.
match-calls-by
Default Value: uui
T-Server—Deployment Guide 233
Chapter 10: T-Server-Specific Configuration Options T-Server Section
Valid Values: uui
T-Server marks calls with reference_id
in the uui
field. T-Server automatically attaches a
UserData
attribute named
UU_DATA
when it receives an
Alerting
message from the switch containing uui information. This
UU_DATA
attribute is present in the
EventRinging message T-Server distributes to the client monitoring the DN for which the
Alerting
message was delivered.
To send uui
data to the switch, a desktop application attaches the
UU_DATA UserData
attribute to the call that is being transferred. When the transfer is complete, T-Server sends the value of that attribute to the switch in the form of uui
data. Any size limitation on the switch applies to the amount of information that can be inserted into the uui
field.
Note: Starting with release 6.3, the switch supports Universal Call ID, which must be activated in the switch configuration.
ucid uui
uses the
UU_DATA UserData
attribute to match calls. This can affect the monitoring of overflowed calls. Overflowed call monitoring is not affected by
UU_DATA
when you use the switch
UCID
method for matching calls.
T-Server uses
UCID
for matching calls during predictive dialing.
Changes Take Effect: Immediately
Specifies the method T-Server uses to match calls.
num-ring-no-answer
Default Value:
5
Valid Values: Any positive integer from
2
–
15
Changes Take Effect: Immediately
Specifies the number of times the switch lets a phone ring before detecting a
No
Answer.
This feature is designed for use during predictive calling campaigns.
You can specify the number of rings for each call as well.
If
AttributeTimeout
is passed in the message
MakePredictiveCall
to T-Server, the value of this attribute is used to define the
No Answer
timeout instead of the
T-Server’s own settings.
Note:
This option provides compatibility with 3.x versions only. Use this option if you have not specified a value for the ring-timeout
option.
ring-back-tout
Default Value:
6
(the length of the ringback cycle in the United States)
Valid Values: Any integer except
0
Changes Take Effect: Immediately
Specifies the ringback timeout (in seconds) specific to a given country.
Note:
You must use this option if you are also using the ring-timeout
option.
234 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options T-Server Section
ring-timeout
Default Value:
0
Valid Values: Any integer
Changes Take Effect: Immediately.
Specifies the interval (in seconds) after which the switch considers the call unanswered. This feature is designed for use during predictive calling campaigns. You can specify this timeout for each call as well.
If
AttributeTimeout
is passed in the message
MakePredictiveCall
to T-Server, the value of this attribute is used to define the
No Answer
timeout instead of the
T-Server’s own settings.
The default value (
0
) means that the num-ring-no-answer
option is used.
Note:
You must use this option if you are also using the ring-back-tout option. The ring-timeout
option overrides the num-ring-no-answer option.
use-am-detection
Default Value: true
Valid Values: true false connect
Enables this feature.
Disables this feature.
Enables this feature, but a connection occurs even though the answering machine has been detected (the key-value pair
Answer Class=AM
is added to user data for calls with the
Answering Machine Detection).
Changes Take Effect: Immediately
Specifies whether T-Server requests the switch-based Answering Machine
Detection for predictive calls. This option is only valid for
RequestMakePredictiveCall.
Note:
You can configure T-Server to override the default value and enable or disable Answering Machine Detection for each individual call. See the
TMakePredictiveCall
function in the Genesys 7 Events and Models
Reference Manual and Voice Platform SDK 7.6 .NET (or Java) API
Reference.
Avaya Communication Manager Ethernet Option
g3-print-heartbeat
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
T-Server—Deployment Guide 235
Chapter 10: T-Server-Specific Configuration Options T-Server Section
Determines whether the heartbeat messages (polling signals) are included in the log file. With value true,
heartbeat messages are included in the log file.
Flow Control Options
Flow control options support a new flow control mechanism to ensure that
ASAI message limits are not exceeded. This mechanism ensures that all requests to the link fall within a specified range within a given period.
high-water-mark
Default Value:
1000
Valid Values:
50
–
10000
Changes Take Effect: Immediately
Specifies the maximum allowable number of outstanding messages in flow control before T-Server warns of a backlog. When message flow increases above the high-water-mark value, T-Server generates the LMS message
Flow
Control: Above high water mark (x messages buffered).
When message flow drops below the high-water-mark
value, T-Server generates the LMS message
Flow Control: Below high water mark (x messages buffered)
. Note that the high-water-mark
value is applicable only for use-link-bandwidth values.
set-otherdn-trunk-info
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
If an inbound call is missing the Calling Party Number, and this option is set to true
, the
AttributeOtherDN
attribute will be populated with the value t<trunk group number>.<trunk member number>
. If this option is set to false
, and the
Calling Party Number is missing, the
AttributeOtherDN
attribute will also be missing.
Warning!
This option is required for backward compatibility with legacy clients (such as Call Concentrator); however, this option and feature will be removed in a future release. Clients requiring trunk information should instead look at the
AttributeThisTrunk attribute.
use-link-bandwidth
Default Value:
100
Valid Values:
0
–
999
Changes Take Effect: Immediately
This option controls the number of message that can be sent to the link within a one second period. A value of
0
(zero) disables flow control.
236 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options Query-Agent-State Section
Note:
If the use-link-bandwidth-startup
option, that is now obsolete, is set to a value that is lower than the use-link-bandwidth
option, the uselink-bandwidth-startup
option value will be used instead.
Query-Agent-State Section
This section defines options that control T-Server query rates for DNs in all work modes. It also describes how to configure these options to set several query rates.
These options set the query rates for one hundred query timers, numbered
0
(zero) to
99
. Timer
0
(zero) sets the default rate. Timers
1
to
99
represent customer-defined Reason Codes.
Using these options, you can preserve bandwidth by reducing the DN query rate.
In order to ensure that the link is not overloaded, T-Server performs only as many queries as can be accommodated within the currently available bandwidth. It does this using the value set in the use-link-bandwidth configuration option. This creates a limitation on agent state update frequency, so that when the link traffic is close to the maximum available bandwidth as set in the use-link-bandwidth
option, the agent state queries will decrease. That is, queries are only processed on unused bandwidth from the previous flow control timer period. DNs which are prepped for query but cannot be sent due to bandwidth restrictions will be placed in a priority queue and sent in the next timer invocation providing there is sufficient bandwidth.
This section must be called query-agent-state.
Follow these steps to specify a new query rate for a DN:
1. Configure use-link-bandwidth.
2.
Enable agent work mode timers by setting the
query-agent-work-mode option to
on-timer.
This sets all query rates to their default values. See query-agent-work-mode
on
for details.
Warning!
To enable the query agent states feature, the query-agent-workmode
option must be set to on-timer
and the use-linkbandwidth
option must be set to any value other than
0
.
3.
Optionally, enable query agent options for any Reason Code by setting the enable-query-on-timer option to true.
This leaves the query rate for all
Reason Codes set to their default values.
T-Server—Deployment Guide 237
Chapter 10: T-Server-Specific Configuration Options Query-Agent-State Section
4.
Optionally, set a new query rate for an individual Reason Code, set its corresponding query-on-timer-AUX<X> option, where
<X>
is a number from
0
to
99
that identifies that Reason Code. Set query-on-timer-AUX0
to set a default timer rate. T-Server queries all DNs returning that Reason Code at the new rate. See query-on-timer-AUX<X>
on
5.
Optionally, continue setting Reason Code query rates as necessary. Query rates for Reason Codes remain at their default values if they are not set individually using these options.
You can exempt individual DNs from the new query rates set by these options.
See query-on-time r on
.
enable-query-on-timer
Default Value: false
Valid Values: true false
Enables variable query rates implemented by individual queryon-timer-AUX<X>, query-on-timer-acw, query-on-timer-autoin, and query-on-timer-man-in
option settings. T-Server queries all DNs reporting a given Reason Code , at the rate set by its corresponding option. DNs in AUX state not reporting a Reason
Code are queried at the rate set by the query-on-timer-AUX0 option. Query rates not explicitly set by an option defaults to
3 seconds minimum. When changing a timer value, any timer that has fired must finish before a new value takes effect.
Sets all query rates to their default values. With value false,
this new setting does not stop timers that have
previously been set.
Changes Take Effect: Immediately
Allows T-Server to change the DN query rate, based on the Reason Code returned by DNs logging out. This option enables 100 query-on-timer-AUX<X> options in an environment where the
query-agent-work-mode
option has also been set to on-timer.
All T-Server query intervals default to
3 seconds minimum. You can selectively override this default value for individual
Reason Codes, by setting corresponding query-on-timer-AUX<X> options as necessary.
Note:
The enable-query-on-timer-aux
option is still available for backward compatibility if you choose not to use the enable-query-on-timer option.
query-on-timer-acw
Default Value:
3
Valid Values:
3-900
Changes Take Effect: Immediately
This option sets the query interval (in seconds) for DNs that report themselves in the
AfterCallWork
work mode.
238 Framework 7.6
Chapter 10: T-Server-Specific Configuration Options CTI-Link Section
query-on-timer-auto-in
Default Value:
3
Valid Values:
3-900
Changes Take Effect: Immediately
This option sets the query interval (in seconds) for DNs that report themselves in the
AutoIn
(Ready) work mode.
query-on-timer-AUX<X>
Default Value:
3
Valid Value:
3
–
900
Changes Take Effect: Immediately
This is the option name format for one hundred query-agent-state
options.
Each query-agent-state
option name conforms to the format query-on-timer-
AUX<X>
, where
<X>
is the Reason Code returned to T-Server by the switch when a particular DN is in AUX. When no Reason Code is returned to T-Server,
T-Server uses the default value set by query-on-timer-AUX0.
Reason Code values range from
1 to
99.
The query-on-timer-AUX0
option sets the query interval for DNs that report themselves in a Not Ready AUX state, but that do not report a Reason Code.
To set the query interval time for a Reason Code from
1
to
99
, set its corresponding
query-on-timer-AUX<X> option, in seconds, and set enablequery-on-timer
to true
. T-Server queries all DNs reporting that Reason Code at the new query rate.
query-on-timer-man-in
Default Value:
3
Valid Values:
3-900
Changes Take Effect: Immediately
This option sets the query interval (in seconds) for DNs that report themselves in the
ManualIn
(Ready) work mode.
CTI-Link Section
The section name is specified by the linknname
option.
hostname
Default Value: Mandatory field. No default value.
Valid Values: Any valid host name
Changes Take Effect: Immediately
Specifies the host of the link according to the switch configuration.
link-number
Default Value: Mandatory field. No default value.
T-Server—Deployment Guide 239
Chapter 10: T-Server-Specific Configuration Options Changes from Release 7.5 to 7.6
Valid Values: Any valid link number
Changes Take Effect: Immediately
Specifies the number of the ASAI Ethernet link dedicated for this use. You must set a value for this option.
port
Default Value: Mandatory field. No default value.
Valid Values: Any valid port address
Changes Take Effect: Immediately
Specifies the TCP/IP port of the link according to the switch configuration.
You must set a value for this option.
protocol
Default Value: tcp
Valid Values: tcp
Changes Take Effect: Immediately
Specifies the connection protocol T-Server uses in communicating with the switch.
Changes from Release 7.5 to 7.6
provides all configuration option changes for this T-Server between release 7.5 and the latest release 7.6.
Table 21: T-Server Option Changes from 7.5 to 7.6
Option Name
set-otherdn-trunk-info
Type of
Change
Details
T-Server Section
New in
7.5.011.01
for details.
240 Framework 7.6
Chapter
11
Supported High-Availability
Configurations
z z
The information in this chapter is divided among the following sections:
HA Default Configuration, page 241
Examples of Warm Standby Configurations, page 242
Note:
Starting with release 7.1, HA Proxy is no longer supported.
HA Default Configuration
In the default configuration to support high-availability, the primary T-Server connects directly to a single link. Additionally, the backup T-Server connects directly to a single link. Each link connection is supported by a separate
MAPD card or AES server, to avoid single point of failure, inherent in using
only one MAPD/AES server interface (see Figure 26 ).
Link 1
DN A
Primary
T-Server
Figure 26: HA Default Configuration
Link 2
Backup
T-Server
DN A
T-Server—Deployment Guide 241
Chapter 11: Supported High-Availability Configurations Examples of Warm Standby Configurations
To ensure the primary and backup T-Servers have identical DN state changes, all DNs must be registered on each link by each T-Server. If any T-Server
(primary or backup) fails to obtain a domain controller due to some reason other than
Invalid number domain controller
, that T-Server provides an LMS warning.
Application Enablement Services (AES) Support
When using AES, Flow Control must be activated to avoid potential Login
Audit Query errors. With flow Control enabled, the audit queries are serialized, which causes T-Server to send one audit at a time, and then wait for a response.
If no response is received, T-Server will time out at the interval set with the msec-wait-for-ack
option.
For example, if three separate clients send any Login Audit Queries for any queue, the first client's query must get a return result or timeout before the next client's request will be sent.
Note:
This was tested using dual AES, where each AES was connected to one Controlled Local Area Network (CLAN). To use multiple CLAN cards with one AES, please consult Avaya to ensure that your setup will still provide the proper message order by means of AES/DLG
(DEFINITY LAN Gateway).
Examples of Warm Standby Configurations
This section contains examples of the warm-standby configurations for Avaya
Communication Manager. The examples reflect configurations used only with
Genesys software and might not represent all possible configurations.
and
show two possible warm-standby configurations, and
and
show configurations that are not viable.
In Figure 27 , the primary T-Server (TS1) is on Host1, and it connects to Link1
on Avaya Communication Manager. The backup T-Server (TS2) is on Host2 and it connects to Link2 on the switch. Both links on the switch are configured individually to connect to their respective hosts.
Link1
Link2
TS1
TS2
Host1
192.168.21.44
Host2
192.168.11.305
Figure 27: Each T-Server Connects to One Link on the Switch
242 Framework 7.6
Chapter 11: Supported High-Availability Configurations Examples of Warm Standby Configurations
7
8
5
6
3
4
1
2
shows the Avaya Communication Manager configuration.
Table 22: Avaya Communication Manager Configuration
Port Client Name or
IP Address
DLG Administration
Client Link
192.168.21.44
192.168.11.305
1
2
192.168.22.45
192.168.23.46
192.168.24.47
192.168.25.48
192.168.26.49
192.168.27.60
7
8
5
6
3
4
Client Status
In Figure 28 , the primary and the backup T-Servers (TS1, TS2) are located on
the same host (Host1). Each T-Server is configured to connect to a link on the switch. Both links are configured for the same host (Host1). In this case, when each T-Server starts, it uses its respective link to connect to the switch.
idle
idle
idle
idle
idle
idle
idle
idle
Link1
Link2
TS1
TS2
Host1
192.168.21.44
Figure 28: T-Servers Located on the Same Host
In Figure 29 , the primary and the backup T-Servers (TS1, TS2) are located on
the same host (Host1). Each T-Server is configured to connect to the same link
(Link1) on the switch. The links are configured for the single host (Host1). In this case, when the T-Servers start, the primary T-Server is assigned Link1, but the backup T-Server cannot be assigned the same link number. Therefore, this configuration is not possible in warm standby
mode.
T-Server—Deployment Guide 243
Chapter 11: Supported High-Availability Configurations Examples of Warm Standby Configurations
Link1
TS1
TS2
Host1
192.168.21.44
Figure 29: The Backup T-Server Cannot Be Assigned the Same Link Number
Below is an example of the message you would get in the log for the backup
T-Server.
** link[1] ** 10:10:23.7540
01
08/01/02 10:10:23.754 Standard smithpc TS_eng_bkp GCTI-01-31010
Connection Rejected: Link[1], reason [Unsupported ASAI-Ethernet version]
@10:10:23.7540 [31010] Connection Rejected: Link[1], reason
[Unsupported ASAI-Ethernet version]
(link_stop) link [1] 'TCP-Link1' stop
(tcp_stop) closed on [148]
In Figure 30 , only one link (Link1) is available, and the two T-Servers are on
separate hosts. The primary T-Server (TS1) is on Host1, and the backup
T-Server (TS2) is on Host2. Since a link can be configured to connect to only one host, there would be no link to connect with for Host2 for the backup
T-Server (TS2). Therefore, this configuration is not possible in warm standby mode.
Link1 TS1
Host1
192.168.21.44
TS2
Host2
192.168.11.305
Figure 30: The Backup T-Server Cannot Be Connected to the Switch
244 Framework 7.6
Index
A
Access Code configuration
. . . . . . . . . . . . . . . . 106
defined
. . . . . . . . . . . . . . . . . 44
acd-register-mode configuration options
ADDP
. . . . . . . . . . . . . . . . . . . . . 60
addp-remote-timeout common configuration option
addp-timeout common configuration option
addp-trace common configuration option
Advanced Disconnect Detection Protocol
after-call-fac configuration options
Agent Login objects
agent reservation defined
. . . . . . . . . . . . . . . . . . . . 32
agent-no-answer-action configuration options
agent-no-answer-overflow configuration options
agent-no-answer-timeout configuration options
Agent-Reservation section common configuration options
–
all common log option
ANI
. . . . . . . . . . . . . . . . . . . . . . 72
ani-distribution common configuration option
app command line parameter
Application objects multi-site operation
ASAI Link configuration switch configuration
asai-protocol-version configuration options
audience defining
. . . . . . . . . . . . . . . . . . . 12
auto-in-fac configuration options
aux-work-fac configuration options
B background-processing common configuration option
background-timeout common configuration option
backup servers
. . . . . . . . . . . . . . . . .51
backup-sync configuration section
Backup-Synchronization section common configuration options
–
buffering common log option
C
Call-Cleanup section common configuration options
–
call-delete-delay-msec configuration options
CallerID support for
. . . . . . . . . . . . . . . . 156
cast-type common configuration option
CDN
. . . . . . . . . . . . . . . . . . . . . .77
changes from 7.5 to 7.6
common configuration options
configuration options
T-Server options
chapter summaries defining
. . . . . . . . . . . . . . . . . . . 13
check-point common log option
T-Server—Deployment Guide 245
Index check-tenant-profile common configuration option
cleanup-idle-tout common configuration option
Code property
cof-ci-defer-create common configuration option
cof-ci-defer-delete common configuration option
cof-ci-req-tout common configuration option
cof-ci-wait-all common configuration option
cof-feature common configuration option
cof-rci-tout common configuration option
command line parameters
app
. . . . . . . . . . . . . . . . . . . . 117
host
. . . . . . . . . . . . . . . . . . . . 117
l
. . . . . . . . . . . . . . . . . . . . . . 118
lmspath
. . . . . . . . . . . . . . . . . . 118
nco X/Y
. . . . . . . . . . . . . . . . . . 118
port
. . . . . . . . . . . . . . . . . . . . 117
V
. . . . . . . . . . . . . . . . . . . . . . 118
commenting on this document
common configuration options
–
addp-remote-timeout
addp-timeout
. . . . . . . . . . . . . . . 214
addp-trace
. . . . . . . . . . . . . . . . . 215
Agent-Reservation section
–
ani-distribution
. . . . . . . . . . . . . . . 196
background-processing
background-timeout
Backup-Synchronization section
–
Call-Cleanup section
–
cast-type
. . . . . . . . . . . . . . . . . . 206
changes from 7.5 to 7.6
check-tenant-profile
cleanup-idle-tout
. . . . . . . . . . . . . . 215
cof-ci-defer-create
cof-ci-defer-delete
cof-ci-req-tout
. . . . . . . . . . . . . . . 211
cof-ci-wait-all
. . . . . . . . . . . . . . . 212
cof-feature
. . . . . . . . . . . . . . . . . 212
cof-rci-tout
. . . . . . . . . . . . . . . . . 212
common section
–
compatibility-port
consult-user-data
customer-id
. . . . . . . . . . . . . . . . 198
default-dn
. . . . . . . . . . . . . . . . . 207
direct-digits-key
. . . . . . . . . . . . . . 207
dn-for-unexpected-calls
enable-async-dns
event-propagation
inbound-translator-<n>
License section
–
local-node-id
. . . . . . . . . . . . . . . 212
log section
. . . . . . . . . . . . . . 174
–
log-extended section
–
log-filter section
. . . . . . . . . . . . . . 190
log-filter-data section
log-trace-flags
. . . . . . . . . . . . . . . 199
management-port
mandatory
. . . . . . . . . . . . . . . . . 174
match-call-once
. . . . . . . . . . . . . . 205
merged-user-data
Multi-Site Support section
–
network-request-timeout
notify-idle-tout
. . . . . . . . . . . . . . . 216
num-of-licenses
. . . . . . . . . . . . . . 201
num-sdn-licenses
periodic-check-tout
protocol
. . . . . . . . . . . . . . . . . . 215
rebind-delay
. . . . . . . . . . . . . . . . 192
reconnect-tout
. . . . . . . . . . . . . . . 205
register-attempts
register-tout
. . . . . . . . . . . . . . . . 208
reject-subsequent-request
report-connid-changes
request-collection-time
request-tout
. . . . . . . . . . . . . . . . 208
reservation-time
. . . . . . . . . . . . . . 204
resource-allocation-mode
resource-load-maximum
route-dn
. . . . . . . . . . . . . . . . . . 209
rule-<n>
. . . . . . . . . . . . . . . . . . 213
Security section
. . . . . . . . . . . . . . 217
server-id
. . . . . . . . . . . . . . . . . . 200
setting
. . . . . . . . . . . . . . . . . 173
sync-reconnect-tout
tcs-queue
. . . . . . . . . . . . . . . . . 210
tcs-use
. . . . . . . . . . . . . . . . . . 210
timeout
. . . . . . . . . . . . . . . . . . 210
timeout value format
–
Translation Rules section
T-Server section
–
use-data-from
. . . . . . . . . . . . . . . 206
use-implicit-access-numbers
user-data-limit
. . . . . . . . . . . . . . . 200
common log options
–
all
. . . . . . . . . . . . . . . . . . . . . 181
buffering
. . . . . . . . . . . . . . . . . . 174
check-point
. . . . . . . . . . . . . . . . 178
compatible-output-priority
debug
. . . . . . . . . . . . . . . . . . . 183
default-filter-type
expire
. . . . . . . . . . . . . . . . . . . 175
interaction
. . . . . . . . . . . . . . . . . 182
keep-startup-file
. . . . . . . . . . . . . . 176
<key name>
. . . . . . . . . . . . . . . . 191
level-reassign-<eventID>
246 Framework 7.6
Index level-reassign-disable
log section
. . . . . . . . . . . . . . .174
–
log-extended section
–
log-filter section
. . . . . . . . . . . . . . 190
log-filter-data section
mandatory options
memory
. . . . . . . . . . . . . . . . . . 179
memory-storage-size
message_format
. . . . . . . . . . . . . . 177
messagefile
. . . . . . . . . . . . . . . . 176
print-attributes
. . . . . . . . . . . . . . . 178
segment
. . . . . . . . . . . . . . . . . . 175
setting
. . . . . . . . . . . . . . . . . . . 173
spool
. . . . . . . . . . . . . . . . . . . . 179
standard
. . . . . . . . . . . . . . . . . . 181
time_convert
. . . . . . . . . . . . . . . . 177
time_format
. . . . . . . . . . . . . . . . 178
trace
. . . . . . . . . . . . . . . . . . . . 182
verbose
. . . . . . . . . . . . . . . . . . 174
x-conn-debug-all
. . . . . . . . . . . . . . 187
x-conn-debug-api
x-conn-debug-dns
x-conn-debug-open
x-conn-debug-security
x-conn-debug-select
x-conn-debug-timers
x-conn-debug-write
common options common log options
–
common section
–
mandatory options
common section common options
–
compatibility-port common configuration option
compatible-output-priority common log option
Configuration Manager configuring T-Server
multiple ports
. . . . . . . . . . . . . . 47
configuration options acd-register-mode
after-call-fac
. . . . . . . . . . . . . . . . 221
agent-no-answer-action
agent-no-answer-overflow
agent-no-answer-timeout
asai-protocol-version
auto-in-fac
. . . . . . . . . . . . . . . . . 222
aux-work-fac
. . . . . . . . . . . . . . . . 223
Avaya Communication Manager Ethernet option
. . . . . . . . . . . . . . . . . . 235
call-delete-delay-msec
changes from 7.5 to 7.6
common log options
–
common options
–
CTI-Link section
–
T-Server—Deployment Guide delay-logout-report
delay-mute-transfer
deliver-time-in-queue
disable-digits-collection
enable-query-on-timer
enable-ucid-swap
follow-calls
. . . . . . . . . . . . . . . . 225
g3-print-heartbeat
high-water-mark
. . . . . . . . . . . . . . 236
hostname
. . . . . . . . . . . . . . . . . 239
link-n-name
. . . . . . . . . . . . . . . . 225
link-number
. . . . . . . . . . . . . . . . 239
log-trace-flags (specific to this T-Server)
mandatory common
. . . . . . . . . . . . . . . . 174
mandatory options
manual-in-fac
. . . . . . . . . . . . . . . 225
match-calls-by
. . . . . . . . . . . . . . 233
max-attempts-to-register
merge-consult-data
msec-wait-for-ack
num-ring-no-answer
predict-agent-work-mode
Predictive Dialing
preserve-collected-digits
protocol
. . . . . . . . . . . . . . . . . . 240
query-agent-state section
–
query-agent-work-mode
query-on-timer-acw
query-on-timer-auto-in
query-on-timer-AUX
query-on-timer-man-in
retry-on-admin-progress
retry-on-incom-st
retry-on-netconj
. . . . . . . . . . . . . . 229
retry-on-proterr
. . . . . . . . . . . . . . 229
retry-on-resunavl
retry-on-temp-failure
retry-timeout-msec
ring-back-tout
. . . . . . . . . . . . . . . 234
ring-timeout
. . . . . . . . . . . . . . . . 235
route-thru-queue
second-call-as-consult
send-tcs-dtmf
. . . . . . . . . . . . . . . 231
set-call-type-on-dialing
set-otherdn-trunk-info
setting common
. . . . . . . . . . . . . . . . 173
soft-login-support
soft-wrap-up-time
T-Server section
–
ts-tp-enabled
. . . . . . . . . . . . . . . 232
ts-tp-heartbeat-timer
ts-tp-heartbeat-timout
use-am-detection
use-link-bandwidth
247
Index use-old-fwd-key
. . . . . . . . . . . . . . 233
use-pending-work-mode
configuring high availability
T-Server
. . . . . . . . . . . . . . .59
multi-site operation
steps
. . . . . . . . . . . . . . . . . . 103
T-Server
. . . . . . . . . . . . . . . . . . . 46
multiple ports
. . . . . . . . . . . . . . 47
consult-user-data common configuration option
CTI Link configuration switch configuration
CTI-Link section configuration options
–
customer-id common configuration option
D debug common log option
Default Access Code configuration
. . . . . . . . . . . . . . . . 105
defined
. . . . . . . . . . . . . . . . . . . 105
default-dn common configuration option
default-filter-type common log option
delay-logout-report configuration options
delay-mute-transfer configuration options
deliver-time-in-queue configuration options
destination location
. . . . . . . . . . . . . . 65
destination T-Server
direct-ani
ISCC transaction type
direct-callid
ISCC transaction type
direct-digits transaction type
. . . . . . . . . . . . . . . 79
direct-digits-key common configuration option
direct-network-callid
ISCC transaction type
direct-notoken
ISCC transaction type
direct-uui
ISCC transaction type
disable-digits-collection configuration options
DN objects
. . . . . . . . . . . . . . . . . . 45
dn-for-unexpected-calls common configuration option
dnis-pool in load-balancing mode
ISCC transaction type
,
DNs configuring for multi-sites
document conventions
. . . . . . . . . . . . . . . . . 14
errors, commenting on
version number
. . . . . . . . . . . . . . . 14
E enable-async-dns common configuration option
enable-query-on-timer configuration options
enable-ucid-swap configuration options
error messages supported functionality
Event Propagation defined
. . . . . . . . . . . . . . . . . . . 97
EventAttachedDataChanged
event-propagation common configuration option
expire common log option
Extensions attribute supported functionality
extrouter configuration section
F figures hot standby redundancy
Multiple-to-Point mode
Point-to-Point mode
steps in ISCC/Call Overflow
follow-calls configuration options
G g3-print-heartbeat configuration options
Genesys requirements for the switch switch configuration
H
HA
248 Framework 7.6
Index
HA configuration
HA Proxy starting
. . . . . . . . . . . . . . . . .124
high-availability configuration
high-water-mark configuration options
host command line parameter
hostname configuration options
hot standby
. . . . . . . . . . . . . . . . .29
defined
. . . . . . . . . . . . . . . . . . . . 29
figure
. . . . . . . . . . . . . . . . . . . . 54
T-Server configuration
I inbound-translator-<n> common configuration option
Inter Server Call Control
Inter Server Call Control/Call Overflow
interaction common log option
ISCC destination T-Server
origination T-Server
ISCC transaction types
direct-ani
. . . . . . . . . . . . . . . . . 72
direct-callid
. . . . . . . . . . . . . . . 72
direct-digits
. . . . . . . . . . . . . . . . . 79
direct-network-callid
direct-notoken
. . . . . . . . . . . . . . 74
direct-uui
. . . . . . . . . . . . . . . . . 73
dnis-pool
. . . . . . . . . . . . . . . . . 74
in load-balancing mode
pullback
. . . . . . . . . . . . . . . . . 76
reroute
. . . . . . . . . . . . . . . . . . 76
route
. . . . . . . . . . . . . . . . . . . 77
route-uui
. . . . . . . . . . . . . . . . . . . 78
supported
. . . . . . . . . . . . . . . . . . 79
ISCC/COF supported
. . . . . . . . . . . . . . . . . . 84
iscc-xaction-type
. . . . . . . . . . . . . . . 67
K keep-startup-file common log option
<key name> common log option
L l command line parameter
level-reassign-<eventID> common log option
level-reassign-disable common log option
License section common configuration options
–
link-n-name configuration options
link-number configuration options
lmspath command line parameter
local-node-id common configuration option
location parameter
. . . . . . . . . . . . . . .66
log configuration options
–
log section common log options
–
log-extended section common log options
–
log-filter section common log options
log-filter-data section common log options
log-trace-flags common configuration option
log-trace-flags (specific to this T-Server) configuration options
M
Management Layer
management-port common configuration option
mandatory options common configuration options
configuration options
manual-in-fac configuration options
match-call-once common configuration option
match-calls-by configuration options
max-attempts-to-register configuration options
Media Layer
. . . . . . . . . . . . . . . . . .40
memory common log option
memory-storage-size common log option
merge-consult-data configuration options
T-Server—Deployment Guide 249
Index merged-user-data common configuration option
message_format common log option
messagefile common log option
msec-wait-for-ack configuration options
Multiple-to-One mode
Multiple-to-Point mode
Multi-Site Support section common configuration options
–
N
NAT/C feature
. . . . . . . . . . . . . . . . 95
nco X/Y command line parameter
network attended transfer/conference
network objects
. . . . . . . . . . . . . . . . 40
network-request-timeout common configuration option
notify-idle-tout common configuration option
Number Translation feature
number translation rules
num-of-licenses common configuration option
num-ring-no-answer configuration options
num-sdn-licenses common configuration option
O objects
Agent Logins
. . . . . . . . . . . . . . . . 45
DNs
. . . . . . . . . . . . . . . . . . . . . 45
network
. . . . . . . . . . . . . . . . . . . 40
Switches
. . . . . . . . . . . . . . . . . . . 44
Switching Offices
. . . . . . . . . . . . . . 44
telephony
. . . . . . . . . . . . . . . . . . 40
One-to-One mode
. . . . . . . . . . . . . . 77
options
. . . . . . . . . . . . . . . . . . . . 228
origination location
. . . . . . . . . . . . . . 65
origination T-Server
P periodic-check-tout common configuration option
Point-to-Point mode
port command line parameter
T-Server configuration options
predict-agent-work-mode configuration options
Predictive Dialing configuration options
preserve-collected-digits configuration options
primary servers
. . . . . . . . . . . . . . . .51
print-attributes common log option
protocol common configuration option
configuration options
pullback
ISCC transaction type
Q query-agent-state section configuration options
–
query-agent-work-mode configuration options
query-on-timer
. . . . . . . . . . . . . . . . 228
query-on-timer-acw configuration options
query-on-timer-auto-in configuration options
query-on-timer-AUX configuration options
query-on-timer-man-in configuration options
R rebind-delay common configuration option
reconnect-tout common configuration option
redundancy hot standby
. . . . . . . . . . . . . . . 29
warm standby
. . . . . . . . . . . . . . 29
redundancy types
,
hot standby
. . . . . . . . . . . . . . . . . 29
register-attempts common configuration option
register-tout common configuration option
reject-subsequent-request common configuration option
report-connid-changes common configuration option
request-collection-time common configuration option
request-tout common configuration option
250 Framework 7.6
Index
ISCC configuration option
reroute
ISCC transaction type
reservation-time common configuration option
resource-allocation-mode common configuration option
resource-load-maximum common configuration option
retry-on-admin-progress configuration options
retry-on-incom-st configuration options
retry-on-netconj configuration options
retry-on-proterr configuration options
retry-on-resunavl configuration options
retry-on-temp-failure configuration options
retry-timeout-msec configuration options
ring-back-tout configuration options
ring-timeout configuration options
route
ISCC transaction type
route-dn common configuration option
route-thru-queue configuration options
route-uui
ISCC transaction type
routing
Inter Server Call Control
rule-<n> common configuration option
run.bat
. . . . . . . . . . . . . . . . . . . . 121
run.sh
. . . . . . . . . . . . . . . . . . . . . 120
S second-call-as-consult configuration options
Security section common configuration options
segment common log option
send-tcs-dtmf configuration options
server-id common configuration option
set-call-type-on-dialing configuration options
set-otherdn-trunk-info configuration options
setting common configuration options
setting configuration options common
. . . . . . . . . . . . . . . . . . 173
setting DN types switch configuration
soft-login-support configuration options
soft-wrap-up-time configuration options
spool common log option
standard common log option
starting
HA Proxy
. . . . . . . . . . . . . . . . . 124
T-Server
. . . . . . . . . . . . . . . . . . 125
supported agent work modes supported functionality
supported functionality
error messages
. . . . . . . . . . . . . . 167
Extensions attribute
High-Availability configurations
supported agent work modes
UserData attribute
supported functionality table
switch configuration
ASAI Link
. . . . . . . . . . . . . . . . . 135
CTI Link configuration
Genesys requirements for the switch
setting DN Types
TACW configuration
Switch objects
. . . . . . . . . . . . . . . . .44
multi-site operation
switch requirements
Switching Office objects
multi-site operation
sync-reconnect-tout common configuration option
T
Target ISCC
Access Code configuration
Default Access Code configuration
tcs-queue common configuration option
tcs-use common configuration option
telephony objects
. . . . . . . . . . . . . . .40
time_convert common log option
time_format common log option
T-Server—Deployment Guide 251
Index
TimedAfterCallWork (TACW) configuration switch configuration
timeout common configuration option
ISCC configuration option
timeout value format common configuration options
–
TInitiateConference
TInitiateTransfer
. . . . . . . . . . . . . . . 66
T-Library functionality
TMakeCall
. . . . . . . . . . . . . . . . . . 66
TMuteTransfer
. . . . . . . . . . . . . . . . 66
trace common log option
transaction types (ISCC)
supported
. . . . . . . . . . . . . . . . . . 79
transfer connect service
Translation Rules section common configuration options
TRouteCall
. . . . . . . . . . . . . . . . . . 66
trunk lines
. . . . . . . . . . . . . . . . .77
T-Server configuring Application objects
for multi-sites
. . . . . . . . . . . . . . 103
configuring redundancy
HA
. . . . . . . . . . . . . . . . . . . . . . 58
high availability
. . . . . . . . . . . . . . . 58
hot standby
. . . . . . . . . . . . . . . . . 58
multi-site operation
redundancy
,
starting
. . . . . . . . . . . . . . . . .125
using Configuration Manager
multiple ports
. . . . . . . . . . . . . . 47
warm standby
. . . . . . . . . . . . . . . . 56
T-Server configuration options port
. . . . . . . . . . . . . . . . . . . . 240
T-Server section common configuration options
–
configuration options
–
TSingleStepTransfer
ts-tp-enabled configuration options
ts-tp-heartbeat-timer configuration options
ts-tp-heartbeat-timout configuration options
TXRouteType
. . . . . . . . . . . . . . . . . 67
typographical styles
U
UNIX installing T-Server
starting applications
starting HA Proxy
starting T-Server
starting with run.sh
use-am-detection configuration options
use-data-from common configuration option
use-implicit-access-numbers common configuration option
use-link-bandwidth configuration options
use-old-fwd-key configuration options
use-pending-work-mode configuration options
user data propagation
UserData attribute supported functionality
user-data-limit common configuration option
V
V command line parameters
VDN
. . . . . . . . . . . . . . . . . . . . . .77
verbose common log option
version numbering document
. . . . . . . . . . . . . . . . . . 14
W warm standby
. . . . . . . . . . . . . . . 29
figure
. . . . . . . . . . . . . . . . . . . . 52
T-Server configuration
Windows installing T-Server
starting applications
starting HA Proxy
starting T-Server
starting with run.bat
X x-conn-debug-all common log option
x-conn-debug-api common log option
x-conn-debug-dns common log option
x-conn-debug-open common log option
x-conn-debug-security common log option
252 Framework 7.6
Index x-conn-debug-select common log option
x-conn-debug-timers common log option
x-conn-debug-write common log option
T-Server—Deployment Guide 253
Index
254 Framework 7.6
ಡೌನ್ಲೋಡ್ ಮಾಡಿ
ಸಾರ್ವಜನಿಕ ಲಿಂಕ್ ನವೀಕರಿಸಲಾಗಿದೆ
ನಿಮ್ಮ ಚಾಟ್ಗೆ ಸಾರ್ವಜನಿಕ ಲಿಂಕ್ ಅನ್ನು ನವೀಕರಿಸಲಾಗಿದೆ. You may view and manage your chat links after registration here.
ದಾಖಲೆಯ ಸಾರ್ವಜನಿಕ ಲಿಂಕ್
ಜಾಹಿರಾತು
