Avaya - TSAPI Integration Guide, v5.0 R1.pdf

8/11/2019 Avaya - TSAPI Integration Guide, v5.0 R1.pdf

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www.callcopy.c

Avaya TSAPI Integration Guide, Version 5.0 R

August 201

Reference Gui
http://www.callcopy.com/http://www.callcopy.com/http://www.callcopy.com/http://www.callcopy.com/


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Avaya TSAPI Integration Guide, Version 5.0 R1 3

Table of Contents

Introduction ........................................................................................................... 4

Avaya CM Configuration ......................................................................................... 5

Avaya AES Configuration ........................................................................................ 8

Create the CTI User Account ....................... ........................ ......................... ........................ ............... 8

Verify the TSAPI Link ..................... ......................... ........................ ......................... ........................ .. 10

Verify TSAPI License Availability........................................................................................................ 12

cc: Discover Configuration.................................................................................... 13

Install the TSAPI Client ....................... ........................ ......................... ........................ ...................... 13

Configure the TSAPI Module.............................................................................................................. 15

Locate a Core ................................................................................................................................ 15

Add the CTI Module ........................ ........................ ......................... ........................ ...................... 16

When Changes Take Effect ............................................................................................................... 18

API Recording ...................... ......................... ......................... ........................ ......................... .......... 18

About CallCopy ..................................................................................................... 19


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Introduction

4 Avaya TSAPI Integration Guide, Version 5.0 R1

IntroductionCallCopys cc: Discover uses the Telephony Services API (TSAPI) of an Avaya Application Enablement

Services (AES) Server to receive call related CTI events. cc: Discovers internal scheduling algorithm

determines which calls should be recorded based on the events received via the TSAPI link and customer

recording requirements. A single TSAPI link is all that is required for recording purposes.

The document explains how to

Verify that the Avaya Communications Manager CTI link is functioning.

Create a user account for cc: Discover on the AES.

Verify that the AES TSAPI link is functioning.

Configure the cc: Discover Core to use TSAPI.

This document assumes that

The cc: Discover software has already been appropriately installed before following the steps in this

chapter. For more information on the cc: Discover base installation, reference the cc: Discover Install

Guidefor the version of the software being used.

One cc: Discover core has been installed on one machine. It is possible to install two or more cores

on a machine. In those situations, some configuration settings and file path names will be slightly

different.

The TSAPI module must be paired with an audio capture method. Supported methods include cc:

VoIP, DMCC, TDM, and others. Before using this document a user should have completed all the

tasks in a CallCopy integration guide for an audio capture method including creating a core.

Schedules for recording have already been created. If schedules are created after this configuration

work is done, the schedules will have to be related to the core later. No recording occurs until afterschedules are created.


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Avaya CM Configuration


Avaya CM ConfigurationA CTI Link (also known as a T-Link) between the Communication Manager and AES is required for the

communication of events via TSAPI. The Avaya Communication Manager can be configured via the

Avaya Site Administration tool (GEDI) or through a telnet session.

NoteThese instructions use CM 5.2.1. Other software versions may differ.

Follow these steps to verify the CTI link:

1. In GEDI, select the Parameters-> display system-parameters customer-options command.

2. On page 3, verify that Computer Telephony Adjunct Links is set to y. If this parameter is set to n,

contact an Avaya Representative to obtain licensing for this feature.


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3. Enter the change ip-servicescommand and go to page 3. Verify the AE Services Server is

configured and enabled.

4. To view existing CTI links, enter thelist cti-link command.


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5. If no valid CTI link is available enter the add cti-link mcommand, where m is a valid link number that

is not already in use. Enter a valid extension for the link, selectADJ-IP from the available types, and

enter a descriptive name for the link.


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Avaya AES Configuration


Avaya AES ConfigurationThe AES configuration is performed on the AES Operations Administration & Maintenance (OAM) site,

which is accessed by entering the IP address or Hostname of the AES server into a web browser and

logging in with a user account in the User Admin role.

NoteThese instructions use AES 5.2.1. Other software versions may differ.

Create the CTI User Account

In order for the cc: Discover software to connect to the TSAPI service via the CTI Link, a CTI User

account with the proper permissions is required. Follow these steps to create a CTI User:

1. Select the User Managementsection from the menu and click theAdd Userlink.

2. On the Add User page, create a User ID and Password for the CallCopy CTI User. Enter information

in the required (*) fields. Set CTI Userto Yes.

3. ClickApplyat the bottom of the form to create the account.


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4. Once the user is created, it must be given permissions to monitor devices that will be recorded. From

the menu, selectAdminist rat ionand click the Security Databases link.

5. Click List All Usersto display a list of all user accounts in the system.

6. Select the user account from the list and click Editto display the CTI User settings.

7. On the Edit CTI User page, the following options must be enabled for the CallCopy user account:

Unrestricted Access: Checked (Enabled)

NoteIf the user created cannot have permission to monitor all devices (Unrestricted Access), please

ensure that all relevant extensions, hunt groups, and VDNs are allowed to be monitored by the newly

created user.

8. ClickApply Changesto save the settings.


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4. Under theAdministrat ion menu section, selectCTI Link Admin and click theTSAPI Links item to

display theAdd/Edit TSAPI Links page.

5. Verify the appropriate Link Numberand Switch Connectionsettings for your telephony network are

listed and click theAppl y Changesbutton.


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Verify TSAPI License Availability

One TSAPI License must be available for every station that will be monitored. Licensing on the AES is

managed through the WebLMinterface.

To check the licensing on the AES, perform these steps in the WebLM interface.

1. In Internet Explorer, browse to the Web License Manager site for your AES server. The site is located

at the following address:http://aes-server/WebLM/. aes-server is the hostname or IP Address of the

AES.

2. Log in with an administrative account.

3. From the Licensed Products menu section, clickAppl ication Enablement .

4. On the Licensed Features table, the TSAPI Simultaneous Users entry will list the total and used

values for TSAPI licenses.
http://aes-server/WebLM/http://aes-server/WebLM/http://aes-server/WebLM/http://aes-server/WebLM/


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cc: Discover Configuration



Install the TSAPI Client

The Avaya TSAPI Client software is required to be installed on the cc: Discover server that is running theTSAPI integration module. The TSAPI client can be obtained from the Avaya Telephony Services CD

included with your PBX, or available for download fromhttp://support.avaya.com.

This document outlines the installation of v4.2 of the TSAPI Client, which is nearly identical to that for

v6.1. If a different version is being installed, the process may vary. If you have any issues with the client

installation, locate theAvaya Application Enablement Services TSAPI, JTAPI, and CVLAN Client and

SDK Installation Guideonhttp://support.avaya.comfor your specific AES version for assistance.

1. To begin the client installation, locate the setup.exefile for the TSAPI Client and open it.

2. Setup displays the splash screen, which is followed by the Welcome dialog window. Click Nextto

continue.

3. The Choose Destination Locationwindow will be displayed. Select the directory you want the client

software installed to, and click Next.
http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/http://support.avaya.com/


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4. On the TCP/IP Name Server Configurationwindow, enter a valid host name or IP address for the

AES in the Host Name or IP Addressfield. Click theAdd to Listbutton and the Setup will verify the

connection to the AES.

Once the connection has been verified, the entered address will appear in the Configured

Telephony Serverslist. Click Next to continue.

5. The Client will then automatically install. Once completed, the Installation Completewindow will be

displayed. Click the Finishbutton to exit the Setup wizard.


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Configure the TSAPI Module

The cc: Discover TSAPI module must be configured to work with an existing CTI Core that has another

CTI module with it. The module is configured in the cc: Discover Web Portal.

The Web Portal is accessed by entering the IP Address or Hostname of the primary cc: Discover server

into your web browsers Address field. Log into the portal with a user account that has System

Configuration permissions enabled.

For more information on accessing or navigating the Web Administration portal, reference the cc:

Discover Administration Manual.

Locate a Core

1. From theAdministrat iontab of the Web Portal, select the RecorderSettings section from the

navigation menu.

2. Under the Settings section, click the CTI Coreslink.

3. A list of existing cores will be present. Click the edit icon ( ) on the Core that needs to use TSAPI.

4. Unless another integration document, such as DMCC Multiple Registration, specifies a Channel

Selection value, set the Channel Selection value to Round Robin. (This setting is a recommendation,

not a requirement. Round Robin avoids the potential problem with TSAPI setups in which a recorder

channel does not receive a call-stop command before being assigned a new call.)


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Add the CTI Module

The Avaya TSAPI module then needs to be added to the Core. This module is added from the CTI Core

Settings page.

1. Click theAdd CTI Modulebutton. A dropdown menu will appear with a list of available CTI modules.

Select theAvaya TSAPImodule from the list, and click theAdd CTI Module button again to add the

module.

2. Click the Edit ( ) icon on the right side of the row to open the Avaya TSAPI settings page.

3. On the Avaya TSAPI Settings page configure the listed settings:

Server Name:The TSAPI Connection String from the AES Server

Server Username:The CTI User username configured on the AES.

Server Password:The CTI User password configured on the AES.

Register Monitor Delay:Time in milliseconds before phones/devices are automatically

registered by this Core.

Number of AES Connection Attempts: Number of consecutive times core will attempt to

connect to the AES before TSAPI shuts down core.

Private Data Type: The supported TSAPI data type version. Do not change unless Data Type

errors are being received when connecting to the AES.

TS Version:The TSAPI version used by this application. In this case, versions 1 and 2. Use the

default setting.

Query Info On Establish: This setting is needed only in certain customer PBX setups. If set to

Yes, this setting causes the Avaya AES to send phone information when a call is established.

Most customers equipment can leave this set to No.

Register DMCC by Agent Log in: Select Yes only if Multiple Registration recording method is

used and agents login to their phones.

Monitor Devices by Group: Select 'Yes' only if the customer monitors a hunt group to perform

dynamic TSAPI registration for device monitoring instead of verifying the agent ID against an

agent listing or manually adding the devices.


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4. The module will require a list of devices or groups that it needs to monitor. This step explains how to

specify any phone or device that needs to be monitored in the CTI Monitorslist.

Monitor Type:Select the Deviceoption.

Monitor Values:Enter the phone extensions (DNs) that will be recorded. This field accepts a

single extension (e.g. 1234), multiple extensions in a comma separated list (e.g.

1234,2345,4321) or a range of extensions using a hyphen (e.g. 2300-2400)

Prefix/Postfix:Entering a pre- or post- value will add that value to all monitors created. This

value can be used as a means of distinguishing extensions by areas or groups. In most

situations, leave these settings blank.

Once the list of extensions is specified, click Add ( ) to generate the list.

5. Monitoring can be done by ACD/PBX groups in order to minimize the number of device licenses

needed. Agent logons/logoffs and starts/stops come from the group rather than individual devices.

Monitor Type:Select the Groupoption.

Monitor Values:Enter the name of an ACD/PBX group.


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Once the list of extensions is specified, click Add ( ) to generate the list.

6. If necessary, devices and groups can be deleted by performing Steps 4/5 and clicking the red X.

7. At the top of the page, click Save.

When Changes Take EffectThe settings configured in this process take effect when the Core (cc_cticore.exe) is started either

manually or when the host machine starts. The Core must be restarted if

A voice board is changed, added, or removed.

A Core setting is changed except for adding, removing, or changing schedules.

A CTI module setting is changed or a module is added or removed.

Changes (e.g., add, remove, setting change) to monitors listed on CTI module pages do not require a

restart. Core uses the Monitor Reload Frequency to know how often to check for new monitors.

API RecordingUsing the CallCopy API to control recording is supported with the Avaya TSAPI integration. Please see

the CallCopy API Manualfor more information on the API. To utilize device related API calls, the correct

values must be passed to the CallCopy API service.

The integration uses the following terminology for the listed API parameters:

CallCopy API Parameter Avaya Terminol ogy

Device ID Station

Device Alias ACD/Agent Number

Call ID Call ID

ANI Calling Party

DNIS Called Party


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About CallCopy


About CallCopyCallCopy, a leading provider of innovative call recording and contact center solutions, is dedicated to

ensuring the highest standards of customer and employee satisfaction. The award-winning, enterprise-

proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech

analytics, performance management, customer survey and workforce management capabilities to

organizations of all sizes and industries across the globe.

CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize

operational performance, reduce liability, achieve regulatory compliance and increase customer

satisfaction.

For more information, visitwww.callcopy.com.
http://www.callcopy.com/http://www.callcopy.com/http://www.callcopy.com/http://www.callcopy.com/

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Avaya - TSAPI Integration Guide, v5.0 R1.pdf

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