Application Notes for Computer Telephony Solutions OAISYS NetSuite 4.2 with Avaya IP Office 2.0, Issue 1.0
Abstract These Application Notes describe the configuration steps required for Computer Telephony Solutions OAISYS NetSuite to successfully interoperate with the Avaya IP Office. The OAISYS NetSuite is a business productivity software suite designed for small and medium-sized companies. OAISYS NetSuite features include trunk side call recording, intelligent call routing using ANI and DNIS and a desktop phone application to allow users to make, receive and manage calls on their existing telephone. Features and functionality were validated and performance testing was conducted in order to verify operation under load. Information in these Application Notes has been obtained through interoperability compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab.
1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya IP Office 2.0 and Computer Telephony Solutions OAISYS NetSuite 4.2. Computer Telephony Solutions (CTS) OAISYS NetSuite 4.2 is a business productivity software suite designed for small and medium-sized companies. OAISYS NetSuite 4.2 includes the following components: OAISYS Net Server – A software server component that links to the TAPILink Pro and DevLink Pro interfaces of the Avaya IP Office. The Net Server allows all other OAISYS components to utilize and share the TAPILink Pro and DevLink Pro interfaces over the LAN. OAISYS Tracer – A call-logging product that passively taps on the trunk side of the Avaya IP Office to record telephone calls. The Tracer connects via TCP/IP to the OAISYS Net Server to receive DevLink Pro information about calls. OAISYS Call Router – An intelligent call routing product that allows calls to be routed to the appropriate destination using telephone number (ANI/CallerID), DNIS, time of day, caller-supplied information, etc. The Call Router uses the IP Office TAPILink Pro and DevLink Pro links obtained by the Net Server to monitor calls to an Avaya IP Office route point (i.e., hunt group number) and then immediately re-routes the calls based on the customer configuration. OAISYS Voice Assistant – An integrated IVR product that provides a ‘voice interface’ for the Call Router so that callers can be prompted for their main telephone number, customer number, etc. The Voice Assistant connects to one or more analog station ports on the Avaya IP Office to interact with callers. OAISYS Net Phone – A desktop phone application that allows users to make, receive, and manage calls on their existing telephone. Net Phone provides screen pops and database dialing to/from most of the popular contact manager, CRM, PIM and database applications. The tested configuration is shown in Figure 1.
Figure 1: CTS OAISYS and Avaya IP Office Configuration
For the purpose of these Application Notes, the Avaya IP Office and CTS OAISYS components were configured as described below. For additional information about available features, please refer to the appropriate Avaya IP Office and/or Computer Telephony Solutions product documentation. Avaya IP Office:
• Four analog station ports, x225 – x228, were connected to the Dialogic 4-port analog board for use with the OAISYS Voice Assistant.
• Hunt group named ‘CallRouteHunt’ was defined using extension 100 for use with the OAISYS Call Router.
• All inbound calls (analog and T1 / PRI trunks) were routed to the CallRouteHunt hunt group.
CTS OAISYS Call Router:
• Configured to monitor all calls to ‘CallRouteHunt’ hunt group extension 100 and process as follows:
o Check incoming call information. If the call was missing CallerID information, Call Router launched CTS
OAISYS Voice Assistant script to prompt the caller for his/her telephone number.
If match to ‘(732) 450-0819’ was found, Call Router diverted caller to extension 2501.
If no match was found, Call Router launched CTS OAISYS Voice Assistant script to prompt the caller for extension number to transfer to.
CTS OAISYS Voice Assistant:
• Configured to map each Dialogic port to the extension number assigned to the port.
CTS OAISYS Tracer: • Passive tap was set up on PRI/T1 and analog trunks. • Configured to record all trunk calls.
CTS OAISYS Net Phone: • Installed on end-user’s PC. • Configured to control end-user’s extension. • Configured to look up incoming CallerID in end-user’s Outlook Contacts list.
1.1. Compliance Test Notes / Observations CTS OAISYS Tracer:
• Trunk-side recording only: Station to station calls do not get recorded by Tracer. Only calls involving a tapped trunk can be recorded. This is the case for station trigger recordings too.
• Playback through Phone not supported: Tracer does not support playback of trunk call recordings through user’s phone.
• Playback of recording very low: Tracer playback of analog trunk call recordings was very low. Recording gain was increased on the card for easier listening but this required modifications at the board driver level and restarting the driver.
• Station trigger recording fails on outbound calls: Tracer, when set up for station trigger recording, fails to record outbound calls. Computer Telephony Solutions reports they fixed this problem in the next version of Level2 for Avaya IP Office (1.0.6).
CTS OAISYS Call Router:
• Call Router diverts calls: Call Router ‘diverts’ or ‘forwards’ calls to destination extensions according to previously defined rules. If the call recipient does not answer the call, the call will go to coverage on the Call Router Hunt Group’s voicemail (if Voicemail is left on for the hunt group), not the call recipient’s voicemail.
CTS OAISYS Net Phone:
• Initiating Conference Calls not supported: Net Phone does not support initiating conference calls.
2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided:
Equipment Software Avaya IP 406 Office System 2.0(18) Avaya CTI Link Pro License - Avaya 6408D+, 6416D+M Telephones - Avaya 4612, 4624 IP Telephones 1.81 CTS OAISYS Net Server
• Level2 for Avaya IP Office component (v1.0.5) 4.2.24
CTS OAISYS Voice Assistant 4.0.46 CTS OAISYS Call Router 4.1.3 CTS OAISYS Net Phone 4.6.200 CTS PC Windows 2000 Professional,
Service Pack 4 AI-Logix Single T1/PRI board, DP3209 (for OAISYS Tracer)
2.7.1 Build 163
AI-Logix 4-port Analog board, PT409 (for OAISYS Tracer)
2.7.1 Build 163
Dialogic 4-port Analog board, DIALOG4 (for OAISYS Voice Assistant)
DNA SR5.1.1 Build 30 SP1
Generic Analog Telephones -
3. Configure Avaya IP Office These Application Notes address provisioning of the IP Office as it relates to integration of the OAISYS NetSuite components Tracer, Call Router, Voice Assistant, and Net Phone. For all other provisioning information such as provisioning of the trunks for outbound dialing, call coverage, extensions, etc., please refer to the IP Office product documentation.
Step Description IP Office License Key Physical Installation 1. Plug in the red Avaya Software Sentinel key into the parallel or USB port of the IP Office
Manager PC. Configure License Key Server IP Address 2. Log in to the IP Office Manager PC and go to Start → Programs → IP Office →
Manager to launch the Manager application. Log in to the Manager application using the appropriate credentials.
Step Description 3. In the Manager window that appears, select File → Open to search for the IP Office
system in the network. 4. Log in to the IP Office system using the appropriate login credentials to receive its
configuration. 5. In the Manager window, go to the Configuration Tree and double-click System. In the
System Configuration window that appears, select the System tab and set License Server IP Address to the IP address of the machine to which the red Avaya Software Sentinel key is connected. This is typically the IP Office Manager PC.
Install Licenses 6. In the Manager window, go to the Configuration Tree and double-click License to open
the list of licenses installed in the IP Office system. 7. Right click in the license list window and select New. In the License window that appears,
Step Description 8. In the Manager window, select File → Save to save the licenses to the IP Office system
and wait for the system to update. NOTE: Before the system reloads, the new licenses will be listed with an Unknown status. After the system reloads, the new licenses will be listed as Valid.
Configure Voice Assistant Ports 9. In the Manager window, select File → Open to search for the IP Office system in the
network. 10. Log in to the IP Office system using the appropriate login credentials to receive its
configuration. 11. Select an analog station port on the IP Office Phone Expansion module that will be
connected to the Voice Assistant, and record the corresponding extension number. Verify the extension number is correct by first attaching a phone to the Phone Expansion module port. Place a call to the extension number and confirm the phone rings.
12. In the Manager window, go to the Configuration Tree and double-click Extension to open the list of extensions on the IP Office.
13. Select the extension number recorded in Step 11 from the Extension list and double-click it.
14. In the Extension window that appears, select IVR Port and click OK.
15. Repeat steps 11 - 14 for each analog station port connected to the CTS PC. For the
purpose of these Application Notes, a 4-port OAISYS Voice Assistant was used on the CTS PC (extensions 225 – 228).
Step Description
Configure Hunt Group 16. In the Manager window, go to the Configuration Tree and double-click Hunt Group to
open the list of hunt groups on the IP Office. 17. Right click in the hunt group list window and select New. 18. In the HuntGroup tab of the Hunt Group window that appears, leave the Extension list
empty, set Name to CallRouteHunt, Extension to 100 (or the extension number desired for the hunt group), and Hunt Type to Linear.
Step Description 22. In the Incoming Call Route window that appears, set the Line Group ID to 0 (or the desired
number), set Destination to CallRouteHunt and click OK.
Assign Trunks to the Incoming Call Route 23. In the Manager window, go to the Configuration Tree and double-click Line to open the
list of lines (trunks) available on the IP Office. Double-click the Line (analog or digital) whose incoming calls are to be routed to the CallRouteHunt hunt group, e.g., 301.
Step Description 24. In the window that appears, set Incoming Group ID to the value used for Line group ID in
Step 22, e.g., 0. A similar procedure is used on the T1/PRI lines. Click OK.
25. Verify the incoming call route is properly operating by temporarily assigning a telephone
extension to the hunt group and placing calls through the selected inbound line (trunk) until the telephone extension assigned to the hunt group rings.
26. Repeat Steps 23 – 25 for each line (trunk) assigned to the incoming call route. 27. In the Manager window, select File → Save to send the configuration to the IP Office and
wait for the unit to reboot.
4. Configure CTS OAISYS Components This section addresses provisioning of the OAISYS components as they relate to the Avaya IP Office. For all other provisioning information, please refer to the CTS System Guide available on the Installation CD.
4.1. Install and Configure Avaya IP Office TAPI Service Provider (on the CTS PC)
Please refer to the Avaya IP Office CTI Link Installation Manual, 40DHB0002UKAB – Issue 5 (10/28/2003) for additional information.
Step Description 1. Install the Avaya IP Office TAPI Service Provider driver on the CTS PC from the Avaya
IP Office User Applications CD. Do not install the Phone Manager.
Step Description 2. After the system reboots, log in to the system again as administrator and go to Start →
Settings → Control Panel. In the Control Panel window that appears, double-click Phone and Modem Options.
3. In the Advanced tab of the Phone and Modem Options window, double-click Avaya IP Office TAPI2 Service Provider.
4. In the Avaya TAPI2 configuration window that appears, set Switch IP Address to the IP Address of the IP Office, select Third Party, set Switch Password to the IP Office password, uncheck WAV Users, check ACD Queues, and click OK.
5. Reboot the CTS PC.
Verify Connectivity with the IP Office 6. After the system reboots, log in to the system and go to Start → Programs →
Accessories → Communications → Phone Dialer. 7. In the Phone Dialer window that appears, select Edit → Options. 8. In the Lines tab of the Options window that appears, select the Phone Calls: drop-down
list. If one or more “IP Office Phone: XXX” (where XXX is an extension number) entries appear, then the IP Office TAPI Driver is installed and working properly.
4.2. Configure CTS OAISYS Net Server
Step Description 1. Log in to the CTS PC as administrator and click the OAISYS Net Server task on the
taskbar to open the window – OAISYS Net Server automatically launches on system boot and runs minimized on the taskbar.
2. In the OAISYS Net Server window that appears, right-click the LVL2OAI service and
Step Description 3. In the OAISYS Level2 Service window that appears, TAPI Initialized: xx lines found will
indicate a green status if the Avaya IP Office TAPI Service Provider was properly configured in Section 5.1. Opening IP Office DevLink Stream will indicate a yellow status until set up. Click Setup in the Avaya IP Office Connection pane.
Step Description 5. In the Call Routing tab of the Change Preferences window that appears, set Routing
Extension to the hunt group extension number defined for the Call Router in the IP Office, e.g., 100, select CallerID/ANI, set Default Destination to 2499 (click Edit to do so), and set Run Voice Assistant Script to S,3,100,15,#,P,107 (click Edit to do so). Click Save to save the configuration.
NOTE: For the purpose of these Application Notes, canned OAISYS Voice Assistant scripts were used. These canned scripts are available for customization.
Step Description 8. In the Call Router Administrator window, set Phone Number to 0000000000, set
Destination to S,10, (click Edit to do so), click Add. To save the configuration, click Save.
4.5. Configure CTS OAISYS Tracer
Step Description 1. Set up passive taps to the AI-Logix boards in the CTS PC for the IP Office trunks. 2. In the OAISYS Net Server window on the CTS PC, right-click the VAT1 service and
Step Description 4. In the Pgm Vports tab of the Voice Assistant Tracer window, set Trunk ID to the Line
number that corresponds to the trunk port and click Prev or Next as appropriate. Repeat until all analog and digital trunks that are tapped have been set up. When done, click Save. For example, the Voice Assistant Tracer has ports 1 – 24 configured for the T1 / PRI tapped trunks and ports 25 – 28 for the analog tapped trunks. The first tapped analog trunk on the IP Office has line number 3011.
5. In the OAISYS Net Server window, right-click the TRM service and choose Show
Service Window.
1 The “Trunk ID” or Line Number of a trunk can be obtained from the Line portion of the Configuration Tree in the Avaya IP Office Manager.
Step Description 4. In the OAISYS Net Server TSP Configuration window that appears, set Login name to the
end-user’s extension number, e.g., 2520, set Extension to the end-user’s extension number, e.g., 2520, set Hostname to the IP Address of the CTS PC, e.g., 192.45.70.225, and click OK.
Step Description 9. In the Add / Change Handler Rule window that appears, click Add Action.
10. In the Add / Edit Action window that appears, set Name to Lookup In Outlook, set Type
to Lookup In Outlook, check Open Contact in the ‘On Exact Match’ pane, check Pop User Options in the ‘If NO Matches’ pane, check Display Choices in the ‘If Duplicate Matches’ pane, and click Save.
11. In the Add / Change Handler Rule window, click OK. 12. Close the Outlook Phone Link setup window 13. In the Outlook Preferences window that appears, click Save to save the configuration.
5. Interoperability Compliance Testing This Interoperability Compliance Test included feature, functionality and performance load testing. Feature and functionality testing examined CTS OAISYS Net Suite components’ (Net Server, Tracer, Call Router, Voice Assistant, and Net Phone) ability to work with Avaya IP Office. The following Net Suite features were verified: Trunk Recording, basic IVR
functionality, routing based on incoming CallerID, and desktop control of end-user extensions for placing and receiving calls. Performance load tests verified the configuration continued operating under load.
5.1. General Test Approach Feature and functionality testing was performed manually. Inbound calls were made to the IP Office system from analog, T1, and PRI trunks as well as internal extensions. The IP Office routed all calls to the CallRouteHunt hunt group. The CTS OAISYS Call Router, monitoring CallRouteHunt via TAPILink and DevLink, took over calls and routed them according to previously defined rules and/or caller DTMF input to OAISYS Voice Assistant scripts run by Call Router. Analog loop start trunks and PRI trunks from the central office were connected to the IP Office. The configuration was changed to T1 for the T1 test cases. Performance testing was accomplished by utilizing call generation tools for placing and receiving calls from PRI to analog station ports. Analog station ports on the call generation tool were connected to analog station ports on the IP Office Phone Expansion Module of the IP Office. Call generation tool scripts were written to place calls to the CTS configured hunt group on the IP Office. The first script would place a call from a PRI channel with a defined CallerID. The OAISYS Call Router would intercept the call and route the call to one of the analog station ports connected to the call generator based on previously defined rules. The call generation script on the destination extension answered the call, played an audio file, and then the call generation script would drop the call on both sides. The second script would place a call from a PRI channel with a defined CallerID as well. However, the OAISYS Call Router would intercept that call and on not finding a match in its database, it would launch an OAISYS Voice Assistant script to prompt the caller for the desired extension. The call generation script would send DTMF tones for the desired extension, the OAISYS Voice Assistant would collect the information and pass it to Call Router, which would then divert the call to the desired extension. The call generation script on the destination extension answered the call, played an audio file, and then the call generation script would drop the call on both sides. Both scripts were run simultaneously. Throughout the performance test run, OAISYS Tracer was configured to record all calls to 2 of the 8 PRI channels used for testing. Due to time constraints, performance testing on OAISYS Net Phone was passive and thus limited to maintaining the Net Phone client of each analog station port used for performance testing open on the end-user desktops. Outlook contacts list look ups were set up so the Net Phone clients would look up the CallerID of incoming calls and display matched names.
5.2. Test Results Most feature, functionality, and performance test cases passed successfully. All issues and/or observations noted during testing were presented in Section 1.1 of these Application Notes. Overnight performance testing at a rate of 1060 BHCA was conducted on the CTS PC provided for compliance testing. Performance statistics were captured on the CTS PC to ensure that it was able to handle the call volume.
6. Verification Steps The following steps can be used to verify system operation after a field installation: OAISYS Net Server: Avaya IP Office Connection and OAISYS Net Server links should connect and display a Green Light.
OAISYS Call Router: OAI Server Connection link should connect and display a Green Light.
Tracer Recording Manager (VAT Status tab): All the Recording Ports should display Green – ‘Idle’.
7. Support Customers should call the Computer Telephony Solutions Customer Service Center when having problems related to the OAISYS Net Suite product components. Computer Telephony Solutions will then determine the nature of the problem and recommend the best plan to the customer whether it is to: Fix the problem through remote access. Dispatch, at Computer Telephony Solutions’ discretion, on-site technical support.
For technical support on OAISYS Net Suite product components, contact the Computer Telephony Solutions Customer Service Center at (480) 496-9040. Technical support email can be sent to [email protected].
8. Conclusion These Application Notes describe the required configuration steps for Computer Telephony Solutions’ OAISYS Net Suite components (Net Server, Tracer, Call Router, Voice Assistant, and
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