Application Notes for Orange Softphone 1.0 with Avaya Aura

Avaya Solution & Interoperability Test Lab
Application Notes for Orange Softphone 1.0 with Avaya
Aura® Communication Manager R6.3 and Avaya Aura®
Application Enablement Services R6.3 – Issue 1.0
Abstract
These Application Notes describe the configuration steps required for Orange Softphone to
interoperate with Avaya Aura® Communication Manager and Avaya Aura® Application
Enablement Services (AES).
Orange Softphone is a desktop CTI solution developed by Orange Business Services. This
client provides desktop control over telephony elements. Orange Softphone communicates
with Avaya AES using the (Telephony Services Application Programming Interface) TSAPI
Service and provides a functional desktop CTI solution for CRM application screen pop.
Readers should pay attention to section 2, in particular the scope of testing as outlined in
Section 2.1 as well as any observations noted in Section 2.2, to ensure that their own use
cases are adequately covered by this scope and results.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
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1. Introduction
These Application Notes describe the configuration steps required for Orange Softphone 1.0
to interoperate with Avaya Aura® Communication Manager and Avaya Aura® Application
Enablement Services (AES).
Orange Softphone is a contact center solution developed using Java Telephony Application
Programming Interface (JTAPI). It allows calls to be made or received via computer without
the need to place or answer using telephones.
2. General Test Approach and Test Results
The feature test cases were performed manually. Inbound and outbound calls were made on
Communication Manager and calls handled by agents running the Orange Softphone Client.
In this testing, agents were logged in from the respective phones as expert agents.
The serviceability test cases were also performed manually by disconnecting/reconnecting the
ethernet cable on each component and restarting of the client PC as well as Communication
Manager and Avaya AES server.
DevConnect compliance testing is conducted jointly by Avaya and DevConnect members.
The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces
pertinent to the interoperability of the tested products and their functionalities. DevConnect
compliance testing is not intended to substitute full product performance or feature testing
performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of
the suitability or completeness of a DevConnect member’s solution.
2.1. Interoperability Compliance Testing
The interoperability compliance test included feature and serviceability testing.
The feature testing focused on verifying Orange Softphone for the following:





Agent in manual in or auto-in login mode, logout and failure scenarios.
Handling of incoming and outgoing calls.
Holding and resuming of calls.
Blind and Consult voice transfers as well as voice conference.
Features like Timed After Call Work and entering of reasons code (AUX code)
The serviceability testing focused on verifying the ability of Orange Softphone to recover
from adverse conditions such as disconnecting the ethernet cables on the Orange Softphone
client PC, Communication Manager and Avaya AES server, and resetting of the
Communication Manager.
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2.2. Test Results
All feature test cases were executed and passed. The following observations were noted:



Softphone required auto-answer mode to be activated with agents using headset (and
handset off)
If agent is on inbound call Line 1, Line 2 is not enabled for outbound call as caller
will either be transferred or conferenced.
If agent is on an outbound call, the current call on Line 1 must be placed on hold
before second outbound call can be made through Line 2.
2.3. Support
Technical support on Orange Business Services can be obtained through the following:


Phone: +91-2261544848,Toll Free - 18002096699
Email: servicedesk.india@orange.com
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3. Reference Configuration
Figure 1 illustrates a sample configuration consisting of a duplex pair of Avaya S8800
Servers, an Avaya G430 Media Gateway, Avaya AES Server and Avaya 96x1 H.323 IP
Telephones. Orange Softphone client application is installed on a Microsoft Windows 7
Professional PCs. Orange Softphone communicates with the TSAPI Service on the Avaya
AES Server. The Avaya 4548GT-PWR Converged Stackable Switch provides ethernet
connectivity to the servers and IP telephones.
Figure 1: Test Configuration
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4. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment/Software
Avaya Aura® Communication Manager on S8800
Duplex Servers
Avaya G430 Media Gateway
Avaya Aura® Application Enablement Services
96x1 Series (H.323) IP Telephones
Orange Softphone running on Windows 7
Professional Service Pack 1.0
Version
R016x.03.0.124.0-21591 (6.2 FP4)
36.7.0
6.3.3.0.10-0 (6.2 FP4)
6.4014
1.0
Table 1: Equipment/Software Validated
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5. Configure Avaya Communication Manager
This section provides the procedures for configuring Computer Telephony Integration (CTI)
links on Avaya Communication Manager. Setup of agent stations, agent login ID, VDNs,
Hunt Groups, Trunks and Call Center features is assumed to be configured and will not be
detailed here.
All the configuration changes in Communication Manager are performed through the System
Access Terminal (SAT) interface. The highlights in the following screens indicate the values
used during the compliance test.
5.1. Configure AES and CTI Links
Avaya AES server forwards CTI requests, responses, and events between Orange Softphone
clients and Communication Manager. Avaya AES server communicates with Communication
Manager over an AES link. Within the AES link, CTI links may be configured to provide
CTI services to CTI applications such as Orange Softphone. The following steps demonstrate
the configuration of the Communication Manager side of the AES and CTI links.
Step Description
1. Enter the display system-parameters customer-options command. On Page 3, verify
that Computer Telephony Adjunct Links is set to y. If not, contact an authorized
Avaya account representative to obtain the license.
display system-parameters customer-options
11
OPTIONAL FEATURES
Abbreviated Dialing Enhanced List?
Access Security Gateway (ASG)?
Analog Trunk Incoming Call ID?
A/D Grp/Sys List Dialing Start at 01?
Answer Supervision by Call Classifier?
ARS?
ARS/AAR Partitioning?
ARS/AAR Dialing without FAC?
ASAI Link Core Capabilities?
ASAI Link Plus Capabilities?
Async. Transfer Mode (ATM) PNC?
Async. Transfer Mode (ATM) Trunking?
ATM WAN Spare Processor?
ATMS?
Attendant Vectoring?
y
n
y
y
y
y
y
n
y
y
n
n
n
y
y
Page
3 of
Audible Message Waiting?
Authorization Codes?
CAS Branch?
CAS Main?
Change COR by FAC?
Computer Telephony Adjunct Links?
Cvg Of Calls Redirected Off-net?
DCS (Basic)?
DCS Call Coverage?
DCS with Rerouting?
y
y
n
n
n
y
y
y
y
y
Digital Loss Plan Modification? y
DS1 MSP? y
DS1 Echo Cancellation? y
(NOTE: You must logoff & login to effect the permission changes.)
2. Enter the add cti-link m command, where m is a number between 1 and 64, inclusive.
Enter a valid Extension under the provisioned dial plan in Avaya Communication
Manager, set the Type field to ADJ-IP, and assign a descriptive Name to the CTI link.
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Step Description
add cti-link 3
3
Page
1 of
CTI LINK
CTI Link: 3
Extension: 10093
Type: ADJ-IP
COR:
1
Name: TSAPI Service - AES6x
3. Enter the change node-names ip command. In the compliance-tested configuration,
the processor of the communication manager with the node-name procr was utilized
for connectivity to Avaya AES server.
change node-names ip
2
Page
1 of
IP NODE NAMES
Name
procr
procr6
IP Address
10.1.10.230
::
4. Enter the change ip-services command. On Page 1, configure the Service Type field
to AESVCS and the Enabled field to y. The Local Node field should be set to the
procr that was configured previously in Step 3. During the compliance test, the default
port was utilized for the Local Port field.
change ip-services
4
Service
Type
AESVCS
Enabled
y
Page
Local
Node
procr
IP SERVICES
Local
Port
8765
Remote
Node
1 of
Remote
Port
On Page 4, enter the hostname of the Avaya AES server for the AE Services Server
field. The server name may be obtained by logging in to the Avaya AES server using
Secure Shell (SSH) and running the uname -a command. Enter an alphanumeric
password for the Password field and set the Enabled field to y. The same password
will be configured on Avaya AES server in Section 6.3 Step 2.
change ip-services
4
Page
4 of
AE Services Administration
Server ID
1:
2:
3:
AE Services
Server
aes6x
Password
abcdef1234567890
Enabled
Status
y
5. Enter the save translation command to save the changes to the system. This completes
the configuration of Avaya Communication Manager.
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6. Configure Avaya Application Enablement Services
This section provides the procedures for configuring Avaya Application Enablement
Services. The procedures fall into the following areas:





Administer CTI User
Verify Avaya Application Enablement Services License
Administer Switch Connection
Administer TSAPI link and Verify TSAPI Service Port
Administer CTI user permission
6.1. Administer CTI User
Step Description
1. Launch a web browser and enter https://<IP address of Avaya AES server>to access
the AES Management Console web based interface. Log in to AES Management
Console using an administrative login and password (not shown) and the Welcome To
OAM screen will be displayed.
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Step Description
2. Select User Management  User Admin  Add User in the left pane. Specify a
value for User Id, Common Name, Surname, User Password and Confirm
Password. Set CT User to Yes. Use the values for User Id and User Password to
configure Orange Softphone in Section 7 to access the TSAPI Service on Avaya AES
server. Scroll down to the bottom of the page and click Apply (not shown).
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6.2. Verify Avaya Application Enablement Services License
Step Description
1. Select Status from the Welcome to OAM Screen page. Verify that Avaya Application
Enablement Services license has proper permissions for the features illustrated in these
Application Notes by ensuring the TSAPI service is licensed. If the TSAPI service is
not licensed, then contact the Avaya sales team or business partner for a proper license
file.
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6.3. Administer Switch Connection
Step Description
1. From the Home menu, select Communication Manager Interface  Switch
Connections. Enter a descriptive name for the switch connection and click Add
Connection. In this configuration, Duplex is used.
2. The Connection Details – Duplex screen is displayed. For the Switch Password and
Confirm Switch Password fields, enter the password that was administered in Avaya
Communication Manager using the IP Services form in Section 5.1 Step 4. Here we
are using the Processor Ethernet as well for connection and the field needs to be
checked. Click on Apply to effect changes.
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Step Description
3. The Switch Connections screen is displayed. Select the newly added switch connection
name and click Edit PE/CLAN IPs.
5. In the Edit Processor Ethernet IP – Duplex screen, enter the host name or IP address
of the PE/C-LAN used for AES connectivity. In this case, 10.1.10.230 is used, which
corresponds to the Common IP address of the Avaya Communication Manager. Click
Add/Edit Name or IP.
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6.4. Administer TSAPI Link and Verify TSAPI Service Port
Step Description
1. To administer a TSAPI link on AES, select AE Services  TSAPI  TSAPI Links
from the Home Menu. Click Add Link.
2. In the Add TSAPI Links screen, select the following values:
 Link:
Select an available Link number from 1 to 16.
 Switch Connection:
Administered switch connection in Section 6.3 Step
1.
 Switch CTI Link Number: Corresponding CTI link number in Section 5.1
Step2.
 ASAI Link Version:
Set to 7 for the latest version.
 Security:
Select Both to allow for encrypted or unencrypted
link.
Note that the actual values may vary. Click Apply Changes.
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Step Description
3. To restart the TSAPI Service, select Maintenance  Service Controller from the
Home menu. Check the TSAPI Service checkbox and click Restart Service.
4. Navigate to the Tlinks screen by selecting Security  Security Database  Tlinks
from the Welcome to OAM home menu. Note the value of the Tlink Name, as this
will be needed to configure the Orange Softphone Server in Section 7. In this
configuration, the unencrypted Tlink Name AVAYA#DUPLEX#CSTA#AES6X,
which is automatically assigned by the Avaya AES server, is used.
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Step Description
5. Navigate to the networking ports by Networking  Ports from the Welcome to OAM
home menu. Verify that the default TSAPI Service Port 450 is enabled.
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6.5. Administer CTI User Permission
Step Description
1. Select Security  Security Database  CTI Users  List All Users from the AES
Management Console Home menu. Select the User ID created in Section 6.1 Step 2
and click Edit.
2. Tick the Unrestricted Access box. Click Apply Changes.
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7. Configure Orange Softphone
This section highlights the configuration of Orange softphone which includes the following
areas:
 Verify the pre-requisites
 Configure Orange Softphone
7.1. Check the pre-requisites
Orange softphone works on Microsoft Windows XP and Microsoft Windows 7 operating
systems and requires Java Runtime environment to be installed. Run the following command
prompt in Windows to verify that Java 1.7 is installed.
7.2. Configure Orange Softphone
Orange softphone will be deployed using Apache Tomcat 6 by Orange Business Services
personnel using “AgenThinApplication.war” file. The package is installed at the default
location “C:\Program Files\Orange Softphone” unless altered. After installation, the setup of
Orange Softphone folder in the default location is as shown below.
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The following properties files are verified after deployment:
1. Agent Properties
CTILink
CTIUserID
CTI UserPassword
- Correspond to the unencrypted TLink name created by Avaya
AES server shown in Section 6.4 Step 4
- CTI User ID created in Section 6.1
- CTI User password created in Section 6.1
2. CustomerInformation.properties
The customer company logo can be loaded as a jpeg file by specifying the location.
3. Information.properties
LocalIP
RemoteIP
Port
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- Orange Softphone local address
- Apache Tomcat server IP address
- Apache Tomcat Port No
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4. TSAPI.pro
Telephony Services IP address:port
TSAPI links
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- Avaya AES ip address 10.1.10.70 with default
port specified in Section 6.4 Step 5.
- TLink name specified in Section 6.4 Step 4.
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8. Verification Steps
This section provides the tests that can be performed to verify proper configuration of Avaya
Communication Manager, Avaya Application Enablement Services and Orange Softphone.
8.1. Verify Avaya Communication Manager
Verify the status of the administered TSAPI CTI link by using the status aesvcs cti-link
command. The Service State field should display established.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI
Link
1
2
3
Version
7
Mnt
Busy
no
no
no
AE Services
Server
Service
State
Msgs
Sent
Msgs
Rcvd
aes6x
down
down
established
0
0
15
0
0
15
8.2. Verify Avaya Application Enablement Services
From the Welcome to OAM web pages, verify the status of the TSAPI Service by selecting
Status. The State field for the TSAPI Service should display NORMAL.
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8.3. Verify Orange Softphone
Make an incoming call to any one of the login agents. Verify the agent desktop is now
expanded with call control functionality (transfer, conference, call consult and consult
transfer) visible at the bottom of the interface. The Good Bye button gets enabled, the ANI
details is presented and the Busy mode is displayed for Status. Verify also that the Duration
timer is counting.
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Put the call on hold by pressing the orange Hold soft button. Verify the green Unhold image
is displayed and the Hold timer is counting.
9. Conclusion
These Application Notes describe the configuration steps required for Orange Softphone to
interoperate with Avaya Aura® Communication Manager and Avaya Aura® Application
Enablement Services using the Telephony Services Application Programming Interface
(TSAPI). All feature test cases were completed successfully with observations noted in
Section 2.2.
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10. Additional References
This section references the Avaya and Invision documentations that are relevant to these
Application Notes.
The following Avaya product documentations can be found at http://support.avaya.com.
[1] Avaya Aura® Application Enablement Services Administration and Maintenance Guide,
Document Number 02—300357, Release 6.3, Jun 2014.
[2] Avaya Aura® Avaya Communication Manager Feature Description and Implementation,
Document Number 555-245-205, Issue 11, Oct 2013.
The following product documentations are available from Orange Business Services.
[3] Installation Guide for Orange Softphone Version 1.0
[4] Manual for Orange Softphone Version 2.0
[5] Help for Orange Softphone Version 2.0
[6] Troubleshooting User Guide for Orange Softphone Version 1.0
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©2014
Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and
™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks
are the property of their respective owners. The information provided in these Application
Notes is subject to change without notice. The configurations, technical data, and
recommendations provided in these Application Notes are believed to be accurate and
dependable, but are presented without express or implied warranty. Users are responsible for
their application of any products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with
the full title name and filename, located in the lower right corner, directly to the Avaya
DevConnect Program at devconnect@avaya.com.
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