Integration With Avaya DMCC

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Revision HistoryNICE Perform 3.1 Integration with Avaya DMCC

Revision Modification Date Description

A1 October 2008 • Small corrections made to the installation workflows

Blank page for double-sided printing.

Contents

1Overview 11

You Are Here - NICE Perform Site Installation Workflow . . . . . . . . . . . . . . . 12Avaya DMCC Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Recording Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Interaction-based Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 18All Calls Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2Preparing the Avaya DMCC Environment 23

Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Preparing Avaya Communication Manager for Integration with NICE . . . . . 25

Verify the License for Avaya DMCC Softphone Registration . . . . . . . . . . . . 26Define the Logger’s Virtual Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Configure the Symbolic Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

3Configuring the CTI Integration for Avaya DMCC 33

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Contents

NICE Perform® Release 3.1: Integration with Avaya DMCC (Rev. A1)

7

Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

4Installing the CTI Integration Software 59

Installing the Media Provider Controller on the VoIP Logger . . . . . . . . . . . . 60

5Channel Mapping for Avaya DMCC 69

About Channel Mapping for Avaya DMCC . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Configuring the Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Configuring the Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Adding One Active VoIP Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Adding One Active VoIP Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Adding Multiple Active VoIP Device Sources . . . . . . . . . . . . . . . . . . . . . . . 78Adding Multiple Active VoIP Gateway Sources . . . . . . . . . . . . . . . . . . . . . . 81Importing Sources from the Integrations Plug-In . . . . . . . . . . . . . . . . . . . . . 84

Configuring the Static Mapping (By Device) . . . . . . . . . . . . . . . . . . . . . . . . . 86Configuring the Dynamic Mapping (By Call) . . . . . . . . . . . . . . . . . . . . . . . . . 89

Creating a Channels Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Creating a Sources Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Attaching the Channels Pool to the Sources Pool . . . . . . . . . . . . . . . . . . . . 94

6Troubleshooting 97

General Troubleshooting Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Editing Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

7NICE Testing and Debugging Tools 101

NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

8 Contents


Setting Up NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Setting Up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 109Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113

Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Observer Tester. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

8Avaya DMCC Dashboard 129

Starting a DMCC Dashboard Application Session . . . . . . . . . . . . . . . . . . . 130Opening a DMCC Dashboard Session . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Validating the session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Getting the Device ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Validating Getting the Device Id . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Starting Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Validating Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

RegisterTerminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Registering a Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Validating the Terminal Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Service Observation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

AAvaya DMCC Additional Parameters 141

CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . 142Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

9 Contents


Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 146Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 148Media Provider Controller - Additional Parameters. . . . . . . . . . . . . . . . . . . 150

BCapacity Matrix for Avaya DMCC Recording 153

Index 169

10 Contents


Chapter 1: Overview


11

1

Overview

This guide describes the integration between the NICE Interactions Center and the Avaya Device Media Call Control (DMCC or CMAPI) environment.

Contents

You Are Here - NICE Perform Site Installation Workflow............................................12

Avaya DMCC Integration Workflow...............................................................................13

Integration Description ..................................................................................................14

System Architecture.......................................................................................................15Components...............................................................................................................17

Recording Modes ...........................................................................................................16Interaction-based Recording Architecture..................................................................18All Calls Recording Architecture.................................................................................19

Recording Methods ........................................................................................................15

Limitations.......................................................................................................................20

NOTE: For an updated list of supported versions, refer to the Integration Description Document (IDD).

12 Chapter 1: Overview


You Are Here - NICE Perform Site Installation Workflow

You Are Here - NICE Perform Site Installation Workflow

NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.

NiceLog High Density Logger

Install MS SQL Server 2005 and NICE Perform Databases

Interaction Capture Unit (ICU)

Legend: Prepare Machines

NICE VoIP Logger

Perform Required Installation and Acceptance Test Procedures

Install NICE Perform Applications and define in System Administrator

Install NMS and define in System Administrator

Configure and then Install CTI Integrations

Configure the NICE Interactions Center in the System Administratorthen install the NICE Interactions Center software

Install VoIP Recording Gateway (VRG) and define in System Administrator

You are Here

NiceScreenScreenSenseReporter Server

NICE Storage CenterMedia Library

Telephony ServicesAudio Analysis

Define Channel Mapping in the System Administrator

Stream Server

- or -

- or -

Integration dependant

Install relevant optional components and define in System Administrator:

Mandatorycomponent

Optional component

Install the latest approved NICE Update

Install NICE IA Link Analysis Serveron the Data Mart Server

Install and Connect one of the following:



Avaya DMCC Integration Workflow

Avaya DMCC Integration Workflow The following flow details the components required in the Avaya DMCC integration. Click an underlined step. The procedure appears.

IMPORTANT • Do not configure the VoIP Logger in System Administrator until after the Avaya DMCC

integration procedures have been completed.

• Before you perform integration procedures, you must stop VoIP Logger operation.

Install the NICE Interface with Avaya DMCC

Prepare the Avaya Communication Manager

Congratulations! Your integration is complete!

An Avaya System Administrator must be present during the installation to assist with this phase of the installation!

on the VoIP Logger

Install and Configure your Switch Integration

Define the VoIP Logger in System Administrator

See the switch integration guide specific to your site.

See the VoIP Logger Installation Guide.

Configure the New CTI Connection

Restart the VoIP Logger

Configure Channel Mapping



Integration Description

Integration DescriptionThe Avaya Communication Manager environment is comprised of Media Servers and Media Gateways which provide telephony connectivity for IP, digital, and analog phones. The Avaya Device Media Call Control (DMCC) connector server provides recording hooks which serve third-party integrations. In the NICE Systems integration with the DMCC environment, the DMCC connector server enables registration of emulated IP phones to the Media Server. These emulated phones then observe calls of other phones in the Avaya Communication Manager System. The observed phones can be any type of phone - IP, digital, or analog.

In addition, the DMCC server enables shared observation of users’ IP and digital phones for receiving events (for example, changes in the phone’s display, on/off hook status, key presses etc.) and for controlling the phones remotely.

Below is a summary of the Avaya DMCC integration.

NOTE: The following abbreviations are used:QM = Quality ManagementROD = Recording on DemandSRP = Selective Recording ProgramDNIS = Dialed Number Identification Service

Driver Switch Configuration

Supported interface versions

For an updated list of supported versions, refer to the IDD.

Available Recording Applications and Methods

Active VoIP Recording (DMCC)

Total, ROD, Interaction-Based Recording



System Architecture

System ArchitectureNICE System integrates with the DMCC environment via the Avaya DMCC Media Provider Controller Driver. Installed on the Logger, the Avaya DMCC Media Provider Controller Driver interfaces with the DMCC Connector Server, enabling the Logger’s recording channels to be registered on the DMCC server as emulated extensions on the switch.

For information about recording flows, see Interaction-based Recording Architecture on page 18 and All Calls Recording Architecture on page 19.Figure 1-1 System Architecture for DMCC Integration with NICE Systems

Recording Methods

Observation in this integration is implemented using Single Step Conference or Service Observation.

• Service Observation - Service Observation is a feature on the Avaya Communication Manager switch, which allows any agent to enter an observation code in a phone unit and dial another extension for observation purposes.

This method of observation can be obtained by having the virtual IP Softphone extensions perform observation on the DMCC Server. Each IP Softphone DMCC extension is capable of functioning as a normal extension, therefore enabling the Logger and the NICE Interactions Center to perform an intrusion through the channel. The observation is performed using NICE Interactions Center CTI commands (MakeCall) and DMCC commands. The Avaya DMCC Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service on the Avaya AES to begin observation of a device.

Service Observation is used for All Calls Recording.

LAN

Traditionalphones

Avaya

Avaya Media Server

PSTN

AES Server - DMCC Server- CTI Server

DMCC

NICE VoIP Logger

MediaProvider ControllerDriver

MediaGateway

Traditionalphone

IP phones

NICE Interactions Center



System Architecture

• Single Step Conference (SSC) - Single Step Conference (SSC) is an improved method of observing on the Communication Manager platform. In Single Step Conference, the Avaya DMCC Media Provider Controller sends a command to the Avaya DMCC (CMAPI) service to start a Single Step Conference call. The Loggers’ channels correspond to virtual IP Softphone extensions defined on the DMCC Server, which are used to connect to the Avaya switch. These virtual IP Softphone extensions are recognized by the switch as a set of simple extensions. Single Step Conference requires the Call ID and the Extension Number from the switch. Conferencing may be performed via any device participating in the call. NICE Interactions Center uses Single Step Conference in the "Not full participant" mode, which means that the participant can hear the audio but cannot be heard. At the end of the call, the Avaya DMCC Media Provider Controller sends a "clear connection" command to the DMCC service.

Single Step Conference is the preferred recording mode for Interaction-based Recording.

Recording Modes

NICE offers the two following recording solutions:

• Interaction-based Recording

When an interaction that is selected for recording starts, Interaction-based Recording allocates a recording channel on the Logger and initiates recording. Where Selective Recording, Recording on Demand (ROD) and/or Quality Monitoring (QM) Recording are required, Interaction-based Recording enables efficient use of the recording channels, since the number of required recording channels is equal to the number of the calls that need to be recorded concurrently, rather than to the number of phones in the system.

• All Calls Recording

In the All Calls Recording system, each phone is statically associated with a recording channel. The call events are used to generate the call entries in the database and not for triggering the recording. Each call entry is mapped to the recording channel that is associated with the relevant phone. QM Recording can be implemented on top of All Calls Recording, marking recorded calls for QM evaluation according to the QM rules.



System Architecture

Components

Avaya Components

• Avaya AES (Application Enablement Services) - includes DMCC (CMAPI) service, and optionally CTI, TSAPI services

• Avaya Communication Manager

The Avaya Communication Manager includes the following components:

• Media Server: The Media Server runs the Avaya Communication Manager software, and performs real-time management of the calls.

• Media Gateway: The Media Gateway performs signaling and audio conversion. It is controlled by the Media Server.

• Phones

• Traditional phones (analog and digital) are supported by all the Media Gateways (that include the appropriate boards or modules)

• VoIP soft and hard phones

NICE Components

• NiceLog (Audio Logger): Powerful digital voice recording system. NiceLog Loggers continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability.

• NICE Interactions Center (CLS): Communicates with the switch via the CTI server installed at the site. Through communication with the CTI server at the site, the NICE Interactions Center learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back.



System Architecture

Interaction-based Recording Architecture

Referring to Figure 1-2, the recording flow for interaction-based recording operates as follows:

1. Using the Avaya DMCC Media Provider Controller, the Logger connects to the Avaya DMCC (CMAPI) service on the Avaya AES and requests to initiate the emulation of IP phones, registering one phone per recording channel.

Each of these IP phones is a virtual phone that resides on the Logger.

2. NICE Interactions Center receives a Start Call event from the CTI server.

3. Recording rules that have been preconfigured in NICE Perform, determine whether the call needs to be recorded. If so, NICE Interactions Center allocates a channel on the Logger and tells the Logger to record this call on the allocated channel. The Logger allocates an IP address and port for recording and sends a request to observe the call via the DMCC (CMAPI) service on the AES.

4. The Media Gateway starts sending audio packets to the Logger and the Logger records the audio in the allocated recording channel.

5. When the call ends, the NICE Interactions Center receives a Stop Call event from the CTI server. NICE Interactions Center sends a stop command on the channel to the Logger and the Logger sends a stop observing command to the AES.

6. NICE Interactions Center releases the allocated channel, and inserts the call entry, with its associated call details received from the CTI Server, into the Calls database.

Figure 1-2 Interaction-based Recording Information Flow


LAN

Traditionalphones

AvayaMedia

Avaya Media ServerGateway

2

4

IP phones


NICE VoIP Logger

DMCCMediaProvider ControllerDriver

53

6

1

5



System Architecture

All Calls Recording Architecture

Referring to Figure 1-3, the recording flow for All Calls Recording operates as follows:

1. In NICE System Administrator, you define a recording channel for every extension you need to record (static mapping).

2. Using the Avaya DMCC Media Provider Controller Driver, the Logger:

2.1. Connects to the DMCC (CMAPI) service on the Avaya AES and requests to initiate the emulation of IP phones, registering one phone per recording channel.

2.2. Requests observation of all the extensions it needs to record.

3. When a call starts on one of the observed phones, the Media Gateway sends audio packets to the Logger. The Logger records the audio on the recording channel associated with the observed phone.

4. NICE Interactions Center gets call events from the CTI Server and maps the call to the recording channel.

5. When the call ends, NICE Interactions Center inserts the call entry, with its associated call details received from the CTI Server, into the Calls database. The Logger does not end the observation on the virtual extension, and remains on standby until the next call.

Figure 1-3 All Calls Recording Information Flow

NOTE: In the All Calls Recording environment, channel allocation is static and recording does not depend on the CTI link.


LAN

Traditionalphones

AvayaMedia

Avaya Media ServerGateway 4

IP phones


NICE VoIP Logger

DMCCMediaProvider ControllerDriver

1

2 3

5



Limitations

Limitations• The following scenarios are not supported:

• The Group Page feature is not supported.

• When a transfer is made from an initiator extension to an extension that is not being recorded, this call will not be recorded via Service Observation.

Example:

X1, X2, and X3 are defined as agent extensions. S1 and S2 are defined as virtual extensions for performing Service Observation on extensions X1, X2, and X3.

a. S1 is observing X1. S2 is observing X2.

b. X1 calls X2. The voice will come to S1 only, no voice on S2 (as it should).

c. X1 makes a blind transfer to X3. This means that X2 and X3 are talking. In this scenario, X3 is not being observed. X2 only is observed by S2.

Outcome: The voice is not transferred to S2 after the transfer. If X3 was being Service Observed by S3, only then the voice would arrive via S3.

• Bridged Call Scenarios are not supported by All Calls Recording.

When multiple calls are performed to the same Master extension number, call audio is not passed to the service observer and cannot be recorded by Service Observation.

Also, additional issues arise when the Master extension is an Administered Without Hardware (AWOH) station (X-Port).

• When the Ring Back tone is present on a conference call during blind conference scenarios, the conference call audio is not passed to the service observer and cannot be recorded by Service Observation.

• Avaya CM3.1 and below: Conference transfer to ACD or to Agent ID calls are not supported. After the conference initiator leaves the call, the audio from the remaining call is not sent to the service observer. As a result, this audio cannot be recorded by Service Observation.

The following scenario describes this limitation:

a. Agent 1 and Agent 2 are service observed.

b. Customer calls Agent 1.

c. Agent 1 initiates a Blind Conference or Consult Conference to the ACD (or to Agent ID).

d. Agent 2 answers.

e. Agent 1 hangs up.

f. Agent 2 and Customer talk.

If the Avaya DMCC virtual extension observes Agent 2 before the start of the call (All Calls Recording), the call audio is not passed to the service observer and therefore the call is not recorded.



Limitations

If the Avaya DMCC virtual extension observes Agent 2 after the start of the call (Interaction-Based Recording), the call audio is passed to the service observer correctly and the call is recorded.

• Directed Call Pickup performed from analog extensions is not supported. When performing Directed Call Pickup from an analog extension, the audio of the call is not transferred to the service observer, and therefore, cannot be recorded by Service Observation.

The following scenario describes this limitation:

a. Agent 1 is using a digital extension. Agent 2 is using an analog extension. The Media Provider Controller is observing Agent 2.

b. Customer calls Agent 1. Agent 1’s extension rings. Agent 2 performs Call Pickup from Agent 1 by dialing the Directed Call Pickup Feature Access Code + A2 extension number.

c. Customer and Agent 2 are now connected but the Media Provider Controller does not receive the audio.

• Blind conference limitation: In the following scenario, the conversation between two agents is not recorded:

Scenario (where A and A1 are agents and C is a customer): A calls A1 and then calls C and adds C to the conversation with A1 (blind conference). The conversation between A and A1 will not be recorded until C answers the phone.


Chapter 2: Preparing the Avaya DMCC Environment


23

2

Preparing the Avaya DMCC Environment

This chapter describes how to prepare Avaya DMCC to integrate with NICE Perform.

Contents

Before You Begin the Integration..................................................................................24

Preparing Avaya Communication Manager for Integration with NICE ......................25Verify the License for Avaya DMCC Softphone Registration .....................................26Define the Logger’s Virtual Extensions ......................................................................27Configure the Symbolic Name ...................................................................................29

24 Chapter 2: Preparing the Avaya DMCC Environment


Before You Begin the Integration

Before You Begin the Integration Before you begin integrating the Avaya DMCC environment with NICE Perform, ensure that the following information is available:

Table 2-1: Installation Checklist

Description Comment

The CTI server name

The correct CTI driver

Avaya DMCC port number (in AES 3.1.2 the unsecured port is disabled)

Avaya DMCC username and password

Avaya DMCC symbolic name and password (The symbolic name is the same as the AES OAM switch connection name and the security code configured for the softphone/Virtual Extension in the Communication Manager.)

Emulated Avaya DMCC soft phones (virtual IP phones) list

Passwords to the emulated Avaya DMCC soft phones

Observation code

List of supported codecs (G711A/G711U/G729/G729A/G723) (configured in the CLANs that the Avaya DMCC softphone will register with)

List of supported encryption algorithms (AES_128_Counter/No encryption)

Avaya DMCC protocol version

List of phone models and firmware version



Preparing Avaya Communication Manager for Integration with NICE


To enable NICE machines to integrate with the Avaya DMCC environment, you must:

• Verify the License for Avaya DMCC Softphone Registration

• Define the Logger’s Virtual Extensions

• Configure the Symbolic Name

IMPORTANT• The procedures described in this section should be performed by a certified Avaya

technician.

• This section describes the essential steps in configuring the switch for the NICE Perform integration with Avaya DMCC. For comprehensive information about configuring the Avaya switch, see Avaya documentation.




Verify the License for Avaya DMCC Softphone Registration

You must have an IP_API_A license for each Application Enablement Services softphone registered for the NICE integration. To verify that you have a sufficient number of IP_API_A licenses, check the Optional Features screen.

To verify the license for the Avaya DMCC softphone registration:

1. In the Avaya Site Administration, run display system-parameters customer-options.

The Optional Features screen appears.Figure 2-1 Optional Features Screen - display system-parameters customer-options

IMPORTANT • Beginning with AE Services 4.2 and CM 5.1, DMCC station registration is licensed on AE

Services instead of Communication Manager.The DMCC license on AE Services instead of “IP_API_A” license on Communication Manager requires Communication Manager 5.1 and the switch connection must be administered.STA and IP_Softphone licenses are still required on CM.

• AE Services 4.2 DMCC station registration (using IP_API_A) with CM 3.x, 4.x, and 5.0 continue to be licensed on Communication Manager.

• AE Services 4.2 will enable temporary licensing for DMCC up to 30 days. This implementation requires at least once Simulation Connection RTU and CM 5.1




2. Go to page 9 (or 10, depending on your system), and check the Maximum IP registrations by product ID field. This field displays the number of allocated IP_API_A licenses, and the number of licenses that have been used.

3. If you do not have enough IP_API_A licenses or if IP_API_A does not appear in the Product ID list, contact your Avaya representative to contract more licenses.

Define the Logger’s Virtual Extensions

Before the DMCC server can register the emulated (virtual) extensions on the Media Gateway, the extensions must be defined on the switch.

To define the Logger’s virtual extensions on the switch:

1. Open a console window on the switch and define the following:

• Extension Type: 4624

• IP Softphone: Y (Yes)

• Security Code

The Security Code value is the extension password. In the Configuring a New CTI Connection on page 35, you need to define this value as the Password.

• COR: Ensure that the selected COR (Class of Restriction) is configured to enable Service Observation. See Step 2.

Figure 2-2 Avaya Switch Console - Page 1

IMPORTANT • Each virtual extension must be defined separately as described in this section.

• When your site is configured for Single Step Conference, the virtual extensions on the AES must be defined in the same group as the extensions that are observed via Single Step Conference.

NOTE: Extension Type 4624 represents all soft phones.




2. Display the COR (Class of Restriction) definitions and define Can be a Service Observer? as Y. This enables all configured virtual extensions or softphones to be observed and recorded.

See Figure 2-3.Figure 2-3 COR (Class of Restriction) Definitions

NOTE: The Audio Code value on the switch must match the CodecList defined in Configuring a New CTI Connection on page 35. See Figure 3-13 or Figure 3-15.

Figure 2-4 Avaya Switch Console - Audio Codec Value




Configure the Symbolic Name

The Avaya AES Server supports up to 16 simultaneous C-LAN connections. This allows the AES Server to provide load balancing across multiple connections and a C-LAN failover mechanism.

The symbolic name, or Connection Name, is configured on the Avaya AES Server and represents multiple C-LANs on the Avaya Media Gateways. This allows the recording system to implement redundancy and load sharing over multiple C-LANs by communicating with the symbolic name. Multiple C-LANs are required in implementations of over 300 Avaya DMCC channels.

This section describes how to configure the symbolic name. The symbolic name is the Connection Name on the AES, and is case sensitive.

To configure the symbolic name:

1. In AES OAM Admin, go to Administration > Switch Connections.Figure 2-5 OAM: Switch Connections

Connection names Edit CLAN IPs




2. Select the required Connection Name and click Edit CLAN IPs.Figure 2-6 OAM: Edit CLAN IPS

3. Enter the host name or IP address of the C-LAN for AES connectivity, and then click Add Name or IP. Repeat for each C-LAN attached to this connection.

4. In the Switch Connections window, click Edit H.323 Gatekeeper.

To use the symbolic name feature, the H.323 gatekeeper must be specified. The C-LAN configuration alone is not sufficient.

The H.323 IP list can be different from the C-LAN IP list.Figure 2-7 OAM: H.323 Gatekeeper

5. Select the required Name or IP Address, or type in the host name or IP address of the H.323 Gatekeeper and click Add Name or IP.




6. Select Administration > Network Configuration > Ports.Figure 2-8 DMCC Server Ports

7. Ensure that the DMCC Server port is enabled.


Chapter 3: Configuring the CTI Integration for Avaya DMCC


33

3

Configuring the CTI Integration for Avaya DMCC

This chapter describes the procedures for configuring the Avaya DMCC integration in NICE Perform R3.1.

Contents

Before you Begin............................................................................................................34CTI Connection Configuration....................................................................................34SNMP Service Installation..........................................................................................34

Configuring a New CTI Connection ..............................................................................35

Managing Device Information........................................................................................53Importing Devices from Text Files ..............................................................................53Exporting Devices to a Text File.................................................................................55

Verifying the CTI Integration..........................................................................................57

Configuring Individual Components.............................................................................58

34 Chapter 3: Configuring the CTI Integration for Avaya DMCC


Before you Begin

Before you BeginTo configure the NICE Perform CTI Integrations, you run the CTI Connection wizard. The wizard requires you to enter specific information - some of which may have been entered on the switch.

Prepare for your integration using the following:

• SNMP Service Installation

• CTI Connection Configuration

CTI Connection Configuration

Before proceeding with Configuring a New CTI Connection on page 35, have ready the following information: The NICE Interactions Center IP address or Host name

• The telephony switch

• Integration parameters that need to be defined, their names and values. (This varies according to your selected integration.)

• The IP address or Host name of the Application Link

• Application Link port ID

• A list of all extensions that need to be monitored

SNMP Service Installation

Before installing the integration software make sure that the SNMP Service is installed on your computer.

WARNING Verify that you have all necessary information listed in each of the following sections or that you have performed any necessary procedures BEFORE you start your configuration.

NOTE: It is important that the Avaya System Administrator is present during the installation.

NOTE: All system components must also be associated with each other appropriately.



Configuring a New CTI Connection

Configuring a New CTI ConnectionThe CTI Connection defines the actual CTI Server with which the system integrates. For every interface, a telephony switch is configured. This is the physical server on which the interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the interface that the correct telephony switch is defined.

The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, you should use the Customization Workflow outlined in the System Administrator’s Guide.

The New CTI Connection wizard walks you through all the steps required to configuring the CTI Interface, the Connection Manager, and the Driver.

To configure a new CTI connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select CTI Integrations.

3. In the Details Pane, click .

-or-

From the Actions menu, select New CTI Connection.

IMPORTANT Before you begin, ensure that you completed configuring the CLS in the System Administrator.




The Set New CTI Connection Wizard starts.Figure 3-1 Set New CTI Connection Wizard - Introduction Window

4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch definitions section. Figure 3-2 CLS and Telephony Switch definitions Section

Progress bar through the Wizard




5. Define the following:

The selected Telephony Switch Type appears in the Switch Name field.

6. Continue as follows:

To define a new telephony switch, see Step 7 on page 37.

To select an existing switch, see Step 8 on page 38.

7. To define a new telephony switch:

7.1. Leave the default setting - Define new telephony switch.

7.2. If you have different types of Avaya Switches, in the Switch Name field, change the name to indicate that this connection is with Avaya CM.

7.3. Leave the default CLS Reporting Type setting as CTI.

7.4. (Optional) To disable advanced CLS Reporting options, click Advanced.

In the Agent Logon Mode area, clear the checkboxes as follows:

To the same station again - allows agents to log in to the same workstation more than once.

To more than one station - allows agents to log in to more than one workstation.

To a station another agent is logged into - allows more than one agent to log in to one workstation.

Attach CTI to CLS From the drop-down list, select the relevant CLS Server.

Telephony Switch Type From the drop-down list, select Avaya CM.

IMPORTANT In the Switch Name field, change the name to indicate that this connection is with Avaya DMCC.

NOTE: It is recommended that you leave all three Agent Logon modes selected.

Define new telephony switch

For Advanced CLS Reporting type options, click here




7.5. Continue with Step 9 on page 38.8. To use an existing telephony switch, do the following:

8.1. Select Use Existing. A drop-down list of existing telephony switches is enabled.

8.2. From the drop-down list, select Avaya CM.Figure 3-3 CLS and Telephony Switch Definitions Section

8.3. Continue with Step 9 on page 38.9. Click Next.

The Set New CTI Connection Wizard window displays the CTI Interface type section.

Use existing Telephony Switch




Figure 3-4 CTI Interface type Section

9.1. In the Telephony Switch and CTI Interface Type area, from the drop-down list, select a CTI interface.

9.2. Select Active VoIP and from the Active VoIP menu, select DMCC (CMAPI).

10. Click Next. The CTI Interface Information section appears.

These fields are relevant to the defined CTI server only. Define fields according to instructions in the relevant integration guide.Figure 3-5 General Interface Information Section




11. Click Next. The Active VoIP Interface: DMCC (CMAPI) window appears, displaying default required parameters only. Show only required parameters is selected. Figure 3-6 Active VoIP Interface: DMCC (CMAPI) Window - Default Parameters

• To define default parameters only, double-click each of the parameters in the Parameter column, and type in the appropriate values as follows:

PrimaryAESServerAddress: The IP address of the Avaya AES server.

PrimaryAESUserName: Avaya user name.

PrimaryAESPassword: Avaya password.

-or-

• To display the hidden parameters, clear Show only required parameters. Additional VoIP Interface: DMCC (CMAPI) parameters are displayed.

NOTE: The user and password for the Avaya DMCC connection is the same user and password used for the CT connection.




Figure 3-7 Active VoIP Interface: DMCC (CMAPI) Window - Hidden Parameters

If your site is configured for AES backup, double-click UseAESWarmStandbyFeature and select True. Additional parameters are displayed. Figure 3-8 Active VoIP Interface: DMCC (CMAPI) Window - All Parameters

Define AES WarmStandbyFeature parameters as described below:

SecondaryAESServerAddress: The IP address of the Avaya AES server.




SecondaryAESUserName: Avaya user name.

SecondaryAESPassword: Avaya password.

12. (Optional) If your site is configured for Service Observation, expand the Active VoIP Additional Interface Parameters section and define the ObservationCode.Figure 3-9 Active VoIP Interface: DMCC (CMAPI) Window

For information about defining the remaining additional interface parameters, see CTI Interface - Additional Switch Parameters on page 142.

NOTE: The user and password for the Avaya DMCC connection is the same user and password used for the CT connection.




13. Expand the Media Provider - Location section.Figure 3-10 Active VoIP Interface: DMCC (CMAPI) Window - Media Provider Location

To define the Media Provider:

13.1. Enter the Media Provider Controller’s host name or IP address.

Since the Media Provider Controller will be installed on the same machine as the Logger, enter the Logger’s IP address or host name.

13.2. Click .

The Media Provider is listed in the Media Provider Controllers area.

14. Click Next.

The Available Devices window appears.

Media ProviderControllers area




Figure 3-11 Set New CTI Connection Wizard Window

15. Set devices by following the relevant procedure/s below:• If you do not need to add devices, continue with Step 21 on page 49.• To add devices, select the relevant procedure:

• To add a single device, continue with Step 16 on page 45. • To add a range of devices, continue with Step 17 on page 47.

• To edit devices, continue with Step 18 on page 48.• To delete devices, continue with Step 19 on page 48.• To search for a device, continue with Step 20 on page 49.• To import devices from a file, see Importing Devices from Text Files on page 53.• To export the devices to a file, see Exporting Devices to a Text File on page 55.




16. To add a single device, click Add. The Available Device window appears.Figure 3-12 Available Device Window

16.1. In the Device Number field, enter the number you want to assign to the device.

16.2. From the Device Type drop-down list, select Virtual Extension.

16.3. To display the Advanced Options, click . Figure 3-13 Advanced Device Monitoring Window

16.4. Double-click a parameter to define a value. Define parameters as described below:

Symbolic name Type the symbolic name of the C-LAN on the Media Gateway.

See Configure the Symbolic Name on page 29.

Password Type the password of the C-LAN on the Media Gateway. This is the Security Code defined in Define the Logger’s Virtual Extensions on page 27.




16.5. Click OK.

CodecsList Select the codecs defined in the Security Code.

Note: To optimize system performance, we recommend selecting only the supported codecs. See Define the Logger’s Virtual Extensions on page 27.

EncAlgList Select an encryption algorithm.




17. To add a range of devices, click . The Available Devices Add Range window appears.Figure 3-14 Available Device Add Range Window

17.1. Enter the starting number in the Start at device number field.

17.2. In the Number of devices to add field, enter the number of devices you want to add.

17.3. From the Device Type drop-down list, select Virtual Extension.

17.4. To display the Advanced Options, click . The Advanced Device Monitoring window appears.Figure 3-15 Advanced Device Monitoring Window

17.5. Double-click a parameter to define a value. Define parameters as described below:

Symbolic name Type the symbolic name of the C-LAN on the Media Gateway. See Configure the Symbolic Name on page 29.




17.6. Click OK.

18. To edit devices, select the device that you want to edit and click . The Edit Available Device window appears. Figure 3-16 Edit Available Device Window

• Edit the device information and click OK.

19.To delete devices, select the devices that you want to delete and click . The Remove Available Devices message window appears.Figure 3-17 Remove Available Devices Window

• Verify that the relevant devices are listed.• If the list is correct, click Yes. If the list is not correct, click No.

Password Type the password of the C-LAN on the Media Gateway. This is the Security Code defined in Define the Logger’s Virtual Extensions on page 27.

CodecsList Select the codecs defined in the Security Code.

Note: To optimize system performance, we recommend selecting only the supported codecs. See Define the Logger’s Virtual Extensions on page 27.

EncAlgList Select an encryption algorithm.




20. To search for a device, click . The Search For Device window appears. Figure 3-18 Search For Device Window

20.1. In the Device field, enter the device ID or trunk information.

20.2. Click OK.

The Set New CTI Wizard window reappears displaying all the devices that you have added.Figure 3-19 Available Devices Area

21. Click Next. The Set New CTI Connection Wizard window displays all monitored devices.22. Click Next.

The Optional Features window appears displaying the optional features for the defined CTI server. Refer to the relevant integration guide.




Figure 3-20 Optional Features Window

23. Click Next.

• If you selected a CLS in Step 5 that was not attached to an existing Connection manager, the CTI Connection Wizard automatically creates a Connection manager, and the Set New CTI Connection Wizard displays the Summary section. Proceed to Step 26 on page 52.

• If you selected a CLS in Step 5 that was already attached to an existing Connection Manager, the Set New CTI Connection Wizard window appears, and displays the Select a Connection Manager area. Proceed to Step 24 on page 51.




Figure 3-21 Select a Connection Manager Window

24. You now need to select a Connection Manager. You can either create a new one or select an existing Connection Manager.

To create a new Connection Manager, complete the following:

24.1. Select Create a new Connection Manager.

24.2. From the Port drop-down list, select an available port that is not listed in the Ports in Use area.

To select an existing Connection Manager, complete the following:

24.1. Select Select available Connection Manager.

24.2. From the Port in Use area, select the appropriate port.

For information about Connection Manager parameters, see Connection Manager - Additional Parameters on page 146 and Connection Manager - Interface Parameters on page 148.

25. Click Next. The Set New CTI Connection Wizard window displays the Summary section.

The Summary window displays the CTI Interface name and ID, and the switch type that you defined.

IMPORTANT If no Connection Manager currently exists in your site, this window does not appear.




Figure 3-22 Set New CTI Interface Wizard - Summary Window

26. Click Finish.

27. System Administrator displays the new CTI interface in the list of CTI interfaces.

Figure 3-23 Avaya DMCC CTI Interface

NOTE: For comprehensive information about maintaining or changing the CTI interface, refer to the NICE Perform System Administrator’s Guide.



Managing Device Information

Managing Device InformationYou can import and/or export your device information when needed.

Importing Devices from Text Files

You can save time when you configure your CTI Interface(s) by importing the device number and the corresponding device type from existing .txt files. For information about configuring your CTI interface, see Configuring a New CTI Connection on page 35.

To use the import feature, the .txt file must be formatted as follows:

• Each line in the .txt file must represent one device.

• Each line must include both the device number and its corresponding device type.

• The device number and its corresponding device type must be separated by either a single space or by one tab increment.

To import text files:

1. In the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Avaya DMCC Interface. The selected CTI Interface definition appears.

Click the Devices tab and expand Available Devices. Figure 3-24 CTI Interface Definition - Devices Tab

-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices.

NOTE: The file(s) must be in .txt format. If you have existing files in any other format, you must first convert them to .txt format and then perform the procedures described below.




2. Click the Import from drop-down list, select File and click .Figure 3-25 Switch Devices Configuration Window - CTI Connection Wizard

The Import window appears.Figure 3-26 Import Available Devices List Window

3. If you want to overwrite all the devices that currently appear in the Available Devices area, select the Overwrite list of available devices checkbox.

4. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space, a Tab or a Comma increment.

5. In the Records separator drop-down list, accept the default New Line.

6. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type that appears in the txt file:

Device Delimiter Device Type (that is, first the device number followed by the device type),

Device Type Delimiter Device (that is, first the device type followed by the device number).

7. Click the Import File browse button and browse to the file you want to import.




8. Click OK. The devices listed in the .txt file are configured into the CTI Interface.

Exporting Devices to a Text File

You can export a list of all your devices to a text file. Follow the procedure below.

To export the devices to a text file:

1. In the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Ericsson Interface. The selected CTI Interface definition appears.

• Click the Devices tab and expand Available Devices. Figure 3-27 CTI Interface Definition - Devices Tab

-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices.

2. Click Export to file.




Figure 3-28 Switch Devices Configuration Window - CTI Connection Wizard

The Export Available Devices List window appears.Figure 3-29 Export Available Devices List Window

3. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment.

4. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type will appear in the txt file:

Device Delimiter Device Type (that is, first the device number followed by the device type),

Device Type Delimiter Device (that is, first the device type followed by the device number).

5. Click the Export file to browse button and browse to the relevant location where you want to save the exported file. The Save as window appears.

6. In the File name field, enter the file’s name.

7. Click OK. The devices listed in the CTI Interface are save in a .txt file.



Verifying the CTI Integration

Verifying the CTI IntegrationThis procedure describes how to verify that all the relevant system components have been attached.

To verify that all system components have been attached:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations.

3. Click the Diagram tab. For an example of a non-secured connection, see Figure 3-30.Figure 3-30 CTI Integrations Diagram

NOTE: This diagram displays the connection layout only. It does not verify that component connections are established!



Configuring Individual Components

Configuring Individual ComponentsThe recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 35).

If this wizard is not suitable due to site considerations or other factors, you must configure each component individually.

The table below (Table 3-1: CTI Integration Configuration - Configuring Individual Components on page 58) provides you with the relevant path for each individual component’s wizard, in the System Administrator application.

For detailed information, see the System Administrator’s Guide.

Table 3-1: CTI Integration Configuration - Configuring Individual Components

Wizard Path

Step 1: CTI Interface • Select CTI Integrations > CTI Interfaces.

• Then, from the Actions menu, select New CTI Interface.

Step 2: Connection Manager • Select CTI Integrations > Connection Managers.

• Then, from the Actions menu, select New Connection Manager.

Step 3: Driver • Select CTI Integrations > Drivers.

• Then, from the Actions menu, select New Driver.

Step 6: Install NICE CTI Integration Software See Installing the CTI Integration Software on page 59.

Chapter 4: Installing the CTI Integration Software


59

4

Installing the CTI Integration Software

This chapter describes how to install the Media Provider Controller and the Connection Manager on the VoIP Logger.

Contents

Installing the Media Provider Controller on the VoIP Logger.....................................60

60 Chapter 4: Installing the CTI Integration Software


Installing the Media Provider Controller on the VoIP Logger

Installing the Media Provider Controller on the VoIP LoggerYou install the Avaya DMCC Media Provider Controller and Connection Manager on the VoIP Logger. This procedure installs the following services on the Logger:

• Nice Integration Dispatch Service

• Nice Integration Log Retention Service

• Nice Integration Reporting Level Dumper

Need to Have:

• System Administrator Server IP Address

To install the Avaya DMCC Media Provider Controller on the VoIP logger:

1. In the NICE VoIP Logger, insert the NICE Perform Standard SW components DVD in the drive.

2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.Figure 4-1 NICE Perform Integrations Wizard

The InstallShield Wizard Welcome window appears.




Figure 4-2 NICE Perform Integrations Wizard - Welcome Window

3. Click Next. The Log On window appears.Figure 4-3 Log On Window

4. If your site is configured for Windows or NT authentication, select This account and type the user login details that will be used as the Avaya DMCC integration server login.

-or-

If you need to configure the local user account as the Avaya DMCC integration server login, select Local System Account.

The Setup Status window appears displaying installation progress.




Figure 4-4 Setup Status Window

5. Wait until the DMCC (CMAPI) Install Certificate popup message appears.Figure 4-5 DMCC (CMAPI) Install Certificate Popup Message

6. Click OK. The Certificate Information window appears.




Figure 4-6 Certificate Information Window

7. Click Install Certificate. The Certificate Import Wizard window appears.Figure 4-7 Certificate Import Wizard Welcome Window

8. Click Next. The Certificate Store window appears.




Figure 4-8 Certificate Store Window

9. Select the Place all certificates in the following store option and click Browse. The Select Certificate Store window appears.Figure 4-9 Select Certificate Store Window

10. Select Show physical stores. In the Trusted Root Certification Authorities root folder select the Local Computer branch folder. Click OK. The Certificate Store window appears.




Figure 4-10 Certificate Store Window

11. Keep defaults and click Next. The Completing Certificate Import Wizard window appears.Figure 4-11 Complete Certificate Import Window

12. Click Finish. An information message appears.Figure 4-12 Information Message




13. Click OK. The Certificate Information window appears.Figure 4-13 Certificate Information Window

14. Click OK.Figure 4-14 NICE Perform Integrations Wizard - Complete Window

15. Select Yes, I want to restart my computer now and click Finish.




The three new Avaya DMCC integration services are displayed in the Services application, as shown below.Figure 4-15 Services Window


Chapter 5: Channel Mapping for Avaya DMCC

Release 3.1: Integration with Avaya DMCC (Rev. A1)

69

5

Channel Mapping for Avaya DMCC

This chapter describes how to map the Avaya DMCC virtual extensions in NICE Perform 3.1.

Contents

About Channel Mapping for Avaya DMCC ...................................................................70

Configuring the Channels Definition ............................................................................71

Configuring the Sources Definition ..............................................................................74

Configuring the Static Mapping (By Device) ................................................................86

Configuring the Dynamic Mapping (By Call)................................................................89

70 Chapter 5: Channel Mapping for Avaya DMCC


About Channel Mapping for Avaya DMCC

About Channel Mapping for Avaya DMCCActive VoIP recording is used in Avaya DMCC environments. In this environment, each Logger channel uses a virtual extension which is defined in the Avaya DMCC CTI Interface. The Logger’s virtual extension observes a call or device, enabling the Logger to be a participant in the call. Since the allocated virtual extension is a participant in the call, the Logger channel can record the conversation.

Since virtual extensions can observe any type of source/device, the mapping must be done between the Logger channel and the extension number.

In this environment, channels that are defined for Selective Recording (recording by call or device), must be mapped dynamically. Channels that are defined for Total Recording (recording by device only) must be mapped statically.

When your site implements both Selective and Total Recording, the dynamic and static channel mapping can be performed simultaneously.

Channel mapping for Avaya DMCC involves the following steps:

1. Configuring the Channels Definition. See page 71.

2. Configuring the Sources Definition. See page 74.

3. Map the channels:

• Configuring the Static Mapping (By Device). See page 86.

and/or

• Configuring the Dynamic Mapping (By Call). See page 89.

IMPORTANTIf the virtual extensions are redefined on the DMCC server, after you complete the channel mapping procedures, you must do the following:1. Detach the sources from their mappings. See the System Administrator Guide.2. In System Administrator, in the CTI Integration branch, delete and then recreate the virtual

extensions.3. Map these sources in Channel Mapping. Then update the RCM (Restart/Online

Configuration Update). 4. Restart the Integration Dispatch. 5. In the VoIP Logger, delete the MascMap file. Then, restart the VoIP Logger, including the

Integration Dispatch.This procedure is relevant to both Total and Interaction-based Recording.



Configuring the Channels Definition

Configuring the Channels DefinitionYou must specify how many channels on the Logger (the Logger is associated with a single CLS) will be used for the two types of recording methods:

• Total Active VoIP by Device (SO)

• Selective Active VoIP by Call (SSC)

Need to know:

• How many channels will be used for Total Active VoIP by Device (SO) and Selective Active VoIP by Call (SSC) recording

To configure the Channels Definition:

1. Ensure that the Logger is running.

2. Log in to the NICE Perform Applications Suite and from the Accessories menu, choose System Administrator.

3. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

4. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 1. Channels Definition.

Figure 5-1 Channels Definition Branch

5. In the Channels Definition section, click the relevant Logger. The Update Channels Details window appears.

NOTE: Navigate to your site in the Organization. In this document we use the Master Site by way of an example.




Figure 5-2 Update Channel Details Window

6. From the Recording Type dropdown list, select Active VoIP. Figure 5-3 Update Channel Details Window

7. Enter the following details:

Number of Total Active VoIP Channels by Device

Number of channels for the By Device (SO) recording method. This requires pre-defined static channel mapping.

Number of Selective Active VoIP Channels by Call

Number of channels for the By Call (SSC) recording method. This requires dynamic channel mapping.

Number of Selective Active VoIP Channels by Device

Not relevant for Avaya DMCC.




8. Click OK.

The channel definitions are displayed. The Total Active VoIP By Device channels are displayed first. Figure 5-4 Channel Definition

9. Proceed to Configuring the Sources Definition on page 74

Speaker Separation Support Select No - Avaya DMCC does not support speaker separation.

Inserter Support Inserter support applies to Total VoIP channels only. If you have total active VoIP channels, it is recommended to select Yes. Inserter runs periodic checks on the recordings on the Logger and if there are no references to the recordings in the database, they are added. In this way when the CLS is down call records are not lost.



Configuring the Sources Definition

Configuring the Sources DefinitionYou must attach sources to a CTI link. These sources are either Active VoIP devices, or Active VoIP Gateways.

Need to have:

• List of Active VoIP Devices and Gateways per switch

Proceed to configure sources in one of the following ways:

• Adding One Active VoIP Device on page 75.

• Adding One Active VoIP Gateway on page 76.

• Adding Multiple Active VoIP Device Sources on page 78.

• Adding Multiple Active VoIP Gateway Sources on page 81.

• Importing Sources from the Integrations Plug-In on page 84.

IMPORTANTIf you import sources from the Integrations Plug-in, after the sources are imported, each source must be individually configured.




Adding One Active VoIP Device

To add one active VoIP device:

1. Confirm that you completed Configuring the Channels Definition on page 71.

2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 2. Sources Definition.

Figure 5-5 Sources Definition

3. Click to expand the Sources attached to physical Switch ID: n row.

4. Click Add new source. The SourceType window appears.Figure 5-6 Source Type Window

5. From the dropdown list, select Active VoIP Device and click OK. The Active VoIP Device window appears.Figure 5-7 Active VoIP Device Window



Name Name of the Active VoIP source.




7. Click OK. The active VoIP device source is added to the switch.

8. To add another source, repeat this procedure.

Adding One Active VoIP Gateway

To add one active VoIP gateway source:





4. Click Add new source. The SourceType window appears.Figure 5-9 Source Type Window

5. From the dropdown list, select Active VoIP Gateway and click OK. The Active VoIP Gateway window appears.

Device Number The extension number defined on your CTI server.

Unique Device ID Select Unique Device ID. This is the phone device identifier, such as the serial number.

Source Side Select Summed.

Streams Type Not relevant to Avaya DMCC.

Port Support Select





Figure 5-10 Active VoIP Gateway Window

6. Fill in the details:

7. Click OK. The Active VoIP Gateway source is added to the switch.

8. To add another gateway, repeat this procedure.

Name Name of the Active VoIP Gateway source.

IP The Active VoIP Gateway IP address.

-or-

CTI Trunk ID The CTI trunk ID that the driver uses to identify the gateway, that is, the Trunk Group number configured in the PBX connected to the gateway.




Adding Multiple Active VoIP Device Sources

To add multiple active VoIP device sources:





4. Click Add sources by wizard. The Create Sources Wizard appears.Figure 5-12 Create Sources Wizard - Introduction Window

5. Click Next. The Source Type Selection window appears.





Figure 5-13 Create Sources Wizard - Source Type Selection Window

6. Select Active VoIP Device and click Next. The Active VoIP Device Details window appears.Figure 5-14 Create Sources Wizard - Active VoIP Device Details Window

7. Fill in the details:

Increment Select Device Number.

Device Number Details

Select Decimal.

In the text field, enter the first device ID.

Unique Device ID Details

Not applicable to Avaya DMCC.

Source Side Select Summed.

Streams Type Not applicable to Avaya DMCC.




8. Click Next. The Amount of Active VoIP Devices window appears.Figure 5-15 Create Sources Wizard - Amount of Active VoIP Devices Window


10. Click Next. The Summary window appears.Figure 5-16 Create Sources Wizard - Summary Window

11. Click Finish. The sources are displayed.

Port Support Select SinglePort.

Number of sources Enter the number of sources you need to create.

Step Enter the increment between sources.





Adding Multiple Active VoIP Gateway Sources

To add multiple active VoIP gateway sources:





4. Click Add sources by wizard. The Create Sources Wizard appears.





Figure 5-19 Create Sources Wizard - Introduction Window

5. Click Next. The Source Type Selection window appears.Figure 5-20 Create Sources Wizard - Source Type Selection Window

6. Select Active VoIP Gateway and click Next. The Active Gateway Details window appears.




Figure 5-21 Create Sources Wizard - Active Gateway Details Window

7. In the First IP field, enter the IP address of the first Active VoIP Gateway in the range.

-or-

From the Trunk ID details options, select Decimal or Hexadecimal and enter the First Trunk ID. This is the CTI trunk ID that the driver uses to identify the gateway, that is, the Trunk Group number configured in the PBX connected to the gateway.

8. Click Next. The Amount of Active VoIP Gateways window appears.Figure 5-22 Create Sources Wizard - Amount of Active VoIP Gateways Window


10. Enter the Number of sources to create and click Next. The Summary window appears.

Number of sources Enter the number of sources you need to create.

Step Enter the increment between sources.




Figure 5-23 Create Sources Wizard - Summary Window

11. Click Finish. The sources appear attached to the physical switch.

Importing Sources from the Integrations Plug-In

Importing sources imports the monitored devices that have been defined in the CTI Integrations definition.

To import sources from the Integrations Plug-In:





IMPORTANTAfter you complete importing the sources, you must configure each source individually.





4. Click Import sources from Integration Plug-in. The Import Sources window appears.Figure 5-25 Import Sources


• Select Active VoIP Device.

• From the Source Side dropdown list, select Summed.

• From the Port Support dropdown list, select SinglePort.

6. Click OK. The non-duplicated sources are imported and appear attached to the physical switch.



Configuring the Static Mapping (By Device)

Configuring the Static Mapping (By Device)Channels which were defined as Total Recording (recording by device) must be mapped using static mapping.

Need to Have:

• Sources on the switch and channels on the Logger for total recording

• Virtual extension per channel

To configure the Static Mapping

1. Confirm that you completed the following procedures:

1.1. Configuring the Channels Definition on page 71.

1.2. Configuring the Sources Definition on page 74.

2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 3. Static Mapping.

Figure 5-26 Static Mapping

3. From the Physical Switch ID dropdown, select the required switch.

4. From the Logger ID dropdown, select the required Logger.





Figure 5-27 Attach Source to Channel Window

5. Attach sources and channels as described below:

5.1. In the Unmapped Sources area, select the device sources you need to map.

5.2. In the Unmapped Channels area, select channels equal to the number of selected device sources. See below.

Figure 5-28 Attach Source to Channel Window

6. Click Attach. The Summary tab lists the mapped sources.

TIP: To multi-select sources and channels, use the standard Shift and CTRL keys.




Figure 5-29 Summary Window

7. Click Save. Then click Update Configuration. The CLS Server is now updated with the new mapping definitions.Figure 5-30 Update Configuration

Save button

Update Configuration button



Configuring the Dynamic Mapping (By Call)

Configuring the Dynamic Mapping (By Call)Channels which were defined as Selective Recording channels (recording by call) must be mapped using dynamic mapping. You must create a channels pool and a sources pool, and then attach the pools to each other.

Need to Have:

• Sources on the switch and channels on the Logger for selective recording

• At least as many virtual extensions defined on the switch as there are dynamic channels

Configuring dynamic channel mapping involves the following steps:

1. Creating a Channels Pool. See page 90.

2. Creating a Sources Pool. See page 92.

3. Attaching the Channels Pool to the Sources Pool. See page 94.




Creating a Channels Pool

To create a channels pool:


1.1. Configuring the Channels Definition on page 71.

1.2. Configuring the Sources Definition on page 74.

2. In the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > 4. Dynamic Mapping.

Figure 5-31 Dynamic Mapping

3. In the CLS Servers area, select the required CLS Server and then click Add new pool of channels. The Pool name window appears.Figure 5-32 Pool Name Window

4. Enter a Pool name and click OK. The pool is added to the CLS Server.

5. Expand the CLS Server branch. Then select the new channel pool and click Add Channels to Pool.





Figure 5-33 Channels Pool

The Add Channels To Pool window appears.Figure 5-34 Add Channels to Pool Window

6. Select the Logger ID and click OK. The Selective Active VoIP by Call Logger channels appear in the Channels area.




Figure 5-35 Add Channels to Pool Window

7. Proceed to Creating a Sources Pool on page 92.

Creating a Sources Pool

To create a sources pool:

1. Confirm that you completed Creating a Channels Pool on page 90.

2. Click the Sources Pool tab.

3. In the CLS Servers area, select the required CLS Server and then click Add new pool of sources. The Pool name window appears.Figure 5-36 Pool Name Window

4. Enter a Pool name and click OK. The pool is added to the CLS Server.Figure 5-37 Sources Pool




5. Select the new sources pool and click Add Sources to Pool. The Add Sources To Pool window appears.Figure 5-38 Add Sources to Pool Window

6. From the Physical Switch ID dropdown, select the required switch.

7. Select all the physical switch devices, and click OK. The sources in the pool are displayed.Figure 5-39 Sources Pool

8. Proceed to Attaching the Channels Pool to the Sources Pool on page 94.




Attaching the Channels Pool to the Sources Pool

To attach the channels pool to the sources pool:


1.1. Creating a Channels Pool on page 90.

1.2. Creating a Sources Pool on page 92.

2. Select the Attach / Detach tab.Figure 5-40 Attach / Detach

3. From the CLS ID dropdown list, select the required CLS.

4. From the Unmapped Pools of Channels list, select the required channels pool. From the Unmapped Pools of Sources list, select the required sources pool. Set the Mapping Priority and click Attach.

-or-

From the Unmapped Pools of Channels list, select the required channels pool. Then from the Switches list, select the switch. Set the Mapping Priority and click Attach.

The channels pool is attached to the sources pool, or the channels pool is attached to the switch. See the following example.




Figure 5-41 Attach / Detach

5. For more information on the sources and channels, click Details. The Mapping Details window appears.Figure 5-42 Mapping Details Window - Channels Tab




Figure 5-43 Mapping Details Window - Sources Tab

6. Click Save. Then click Update Configuration. The CLS Server is now updated with the new mapping definitions.Figure 5-44 Update Configuration

NOTE: Load balancing can be achieved by connecting the same source pool to multiple channel pools using different mapping priorities.

Save button

Update Configuration button

Chapter 6: Troubleshooting


97

6

Troubleshooting

This chapter describes troubleshooting guidelines for identifying problems at the site.

Contents

General Troubleshooting Solutions..............................................................................98

Editing Reporting Levels ...............................................................................................99

98 Chapter 6: Troubleshooting


General Troubleshooting Solutions

General Troubleshooting Solutions

Table 6-1: Troubleshooting Solutions

Problem Description Solution

Connection failure The Connection Manager fails to connect to the Avaya DMCC Service on AES.

The AES network card configuration is defined as Any. To enable the system, a specific AES network card must be defined.

Virtual extension registration failure

The virtual extensions fail to register.

This could be due to one of the following problems:

• The AES firewall may be enabled and therefore blocking the DMCC registration requests from reaching the C-LAN. You need to disable the firewall or open the relevant ports.

• The symbolic name was not configured correctly.

• The IP port configuration on AES is set to Any instead of ETH + AES IP.

Single Step Conference failure

The virtual extension registers successfully, Service Observe is performed successfully, but Single Step Conference fails.

This is due to the fact that on AES, the virtual extensions are not defined in the same group as the actual extensions. In Single Step Conference, the virtual extensions on AES must be defined in the same group as the extensions that are observed via Single Step Conference.



Editing Reporting Levels


Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or the Driver on the relevant tab.

By default, reporting levels are defined for the following:

• File - reports to the Log file located in the Integrations installation folder

• Event Log - reports to the Log files located in the Event Viewer

To edit the reporting levels:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.Figure 6-1 Technician Mode

2. In the System Administrator, in the Organization tree, select one of the following:

• Master Site > CTI Integrations > Connection Manager and select the relevant Connection Manager.

-or-

• Master Site > CTI Integrations > Driver and select the relevant driver.

The selected Connection Manager or Driver definitions appear.

3. Expand Reporting Level.

WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: The Event Viewer is a Microsoft feature which can be viewed in Control Panel > Administrative Tools.




Figure 6-2 Reporting Level Area

4. Double-click the desired row, or select the desired row and click Edit .

The Set Reporting Level window appears.Figure 6-3 Set Reporting Level Window

5. Select the checkboxes for the reporting levels you want to include and click OK.

Chapter 7: NICE Testing and Debugging Tools


101

7

NICE Testing and Debugging Tools

This chapter describes the diagnostic tools that can be used for testing the Avaya DMCC integration with NICE Perform.

Contents

NICE Events Spy...........................................................................................................102Setting Up NICE Events Spy....................................................................................103Receiving Events .....................................................................................................105Saving Events ..........................................................................................................106Setting Up the SimCTILink Tool ...............................................................................107

Connection Manager Monitor ......................................................................................108Setting Up the Connection Manager Monitor ...........................................................109Managing the Connection Manager Monitor ............................................................ 113

Log Manager System ................................................................................................... 114Log Manager ............................................................................................................ 114Log Manager Services ............................................................................................. 116Log Viewer ............................................................................................................... 117

Observer Tester ............................................................................................................ 119

NOTE: In addition to the diagnostic tools described in this section, the Avaya Dashboard can be used for simulating the same operations that the Avaya DMCC CTI interface performs. To use this tool, consult your Avaya engineer.

102 Chapter 7: NICE Testing and Debugging Tools


NICE Events Spy

NICE Events SpyNICE Events Spy enables you to trace events that are not in NICE Perform but were received from the PABX, and then translated and transferred to the Connection Manager, thus enabling you to detect bugs or malfunctions.

This section describes the following topics:

• Setting Up NICE Events Spy

• Receiving Events

• Saving Events

• Setting Up the SimCTILink Tool

WARNING Using the NICE Events Spy can greatly increase the load on your system. The UseSpy parameter default is therefore No. Using the NICE Events Spy and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.



NICE Events Spy

Setting Up NICE Events Spy

The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the Events Spy in your system, you should set it up to receive events.

To set up the NICE Events Spy Tool:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.Figure 7-1 Interfaces Tab

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.Figure 7-2 Set Parameter Value Window

Double-click UseSpy



NICE Events Spy

5. From the Value drop-down list, select Yes and click OK.

6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.Figure 7-3 Set Parameter Value Window

7. In the Value field, enter the name of the mailslot that you want to use in conjunction with NICE Events Spy:

• This can be any name.

• This name is later used in the Events Spy tool to connect to this specific Connection Manager.

8. Click OK.

NOTE: The Value field is case sensitive. You are recommended to use a short name.

NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions.1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.



NICE Events Spy

Receiving Events

You should set up the Events Spy so that you can receive events.

To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears.Figure 7-4 Events Spy Window

2. From the Connections menu, select Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears.Figure 7-5 Events Spy - Mailslot Name Window

3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.

The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure 7-4.

Event Type Column



NICE Events Spy

Saving Events

NICE Events Spy enables you to:

• Create and save events in an active log file.

• Save all current events.

• Save selected current events.

You can save the files in either .xml or .bin formats.

Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file until you close it.

To save events in a log file:

1. From the File menu, select Log to File.

2. To create a log file using the .xml format, click Log to XML File. To create a log file using the .bin format, click Log to Binary File. The Save as window appears.

3. Save the file in any convenient location.

Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the Event Type column.

To save current events:

1. From the File menu, select Save Current Events to File.

2. To create a file using the .bin format, click Save all Events to Binary File. To create a file using the .xml format, click Save all Events to XML File. The Save as window appears.


Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that currently appears in the Event Type column.

To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.

2. From the File menu, select Log to File.

NOTE: To view the contents of any of the log files you created, from the File menu click Open Log File.



NICE Events Spy

3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To create a file using the .xml format, click Save Only Selected Events to XML File. The Save as window appears.


Setting Up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they originated in the PABX. This enables you to save and analyze them without having to actually use the PABX itself.

Sending Events

WARNING Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be performed only by authorized personnel. DO NOT attempt to use this tool on your own.You must therefore leave the parameter default value as No unless specifically instructed to do so by NICE Customer Support.

WARNING You can send events to NICE Systems using the Events Spy window. Sending events is only done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer Support.



Connection Manager Monitor

Connection Manager MonitorThe NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager’s tables. It also enables you to verify if:

• Devices are monitored

• Monitored devices are filtered

and

• Displays the loaded CTI links

• Displays connected clients.

Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver.

This section describes the following topics:

• Setting Up the Connection Manager Monitor

• Managing the Connection Manager Monitor




Setting Up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.

To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window appears.Figure 7-6 Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears.Figure 7-7 Select Connection Manager Window

3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK. The Connection Manager Monitor displays the contents of the Connection Manager tables.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 7-8 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select Connection Manager window appears.Figure 7-9 Connection Manager Window - Client Menu

5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK.

After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 7-10 Connection Manager Monitor - Client Connection in Clients Area

6. From the Client menu, select Monitor. The Monitor Device window appears.Figure 7-11 Monitor Device Window

6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect.

6.2. In the Switch ID field, enter the Switch ID number.

6.3. From the Device Type drop-down list, select the appropriate device type.

6.4. Click Monitor. The response appears in the Output area.

Client connection




Figure 7-12 Output Area

7. Click Update. The new Client appears in the Client Device Requests area.Figure 7-13 Connection Manager Monitor - Client Device Requests Area

IMPORTANTThe Connection Manager Monitor window does not continuously refresh the data displayed in the window; it only displays the data current at the time you establish the connection. To update the data displayed in the window, click Update.

New Client




Managing the Connection Manager Monitor

This section includes the following topics:

• Stopping the Connection Manager Monitor

• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client.

To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop Monitor Device window appears.Figure 7-14 Stop Monitor Device Window

2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.

3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a client.

To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.

The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area.



Log Manager System

Log Manager SystemThe Log Manager system logs all significant system activity and maintains a log of all data, enabling you to view the history of all relevant system activity.

The Log Manager system has the following main components:

• Log Manager

• Log Manager Services

• Log Viewer

Log Manager

The Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter.

You can set the Reporting Levels in any of the integration branches e.g. in the Connection Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or in the New Driver wizards when you initially set up the driver.

By default, Reporting Levels are defined for the following:

• File - reports to the Log file located in the Integrations installation folder

• Event Log - reports to the Log files located in the Event Viewer

If necessary, you can also manage the size of the log files, the amount of disk space dedicated to them, and the number of days you wish to keep log files.

To define the Reporting Levels:

1. You can set the Reporting Level in any of the branches, see the examples below:

• In the Organization tree, expand [Master Site] > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level.

-or-

• In the Organization tree, expand [Master Site] > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.

NOTE: Replace Master Site with your relevant site name.



Log Manager System

Figure 7-15 Driver Reporting Level Area

2. Select the desired row and click Edit . The Set Reporting Level window appears.Figure 7-16 Set Reporting Level Window

3. Select the checkboxes for the reporting levels you want to include and click OK.

4. In the relevant log field, type the new setting and click Save .

NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support.

Click Edit



Log Manager System

Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two Log Manager related services:

• Nice Integration Log Retention

• Nice Integration Reporting Level Dumper

WARNINGYou should not change any values in the Registry. All changes should be made through the System Administrator application and be done only by authorized personnel and in conjunction with NICE Customer Support.



Log Manager System

Log Viewer

The Log Viewer enables you to view the log files and to filter them. You can keep several logs open at the same time.

Filtering Logs

You can filter the logs according to the following criteria:

• Reporting Level: Clear the Reporting Levels that are irrelevant.

• Date - Time Range: Select the appropriate time range.

• Module name: Clear any modules that are irrelevant.

• Thread ID: Clear any thread IDs that are irrelevant.

• Message: Type any relevant message.

To filter a log file:

1. In the NICE Interactions Center, navigate to the Tools folder (the default location is D:\NICECTI\Integrations\Tools).

2. Double-click LogViewer.exe. The Log Viewer window appears.

3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.

4. In the Filter area, select the relevant filter options.Figure 7-17 Log Viewer Window

5. Click Filter.

The filtered logs appear in the Log Viewer window.

6. To save the filtered log file for future reference, from the File menu, select Save as. The Save as window appears.

7. Name the filtered log file appropriately.

Click Filter



Log Manager System

Searching Logs

The Log Viewer enables you to search for specific text within a specific column or within all columns. The Log Viewer remembers past searches.

To search for a specific text value:

1. From the Edit menu, select Find. The Find window appears.Figure 7-18 Find Window

2. Click the In column drop-down list and select the relevant search basis.

3. Click Find next.



Observer Tester

Observer TesterThe Observer Tester only works with the Avaya DMCC driver. The following instructions describe how to observe a device with a virtual device in By Device mode.

The Observer Tester must be initialized with the Avaya DMCC Driver, once only, at the beginning.

To work with the Observer Tester:

1. Stop the logger and keep only the Observer Driver running.

2. From the Integration folder, on the Logger, run the ObserverTester.exe file. The Observer Tester window appears.Figure 7-19 Observer Tester Window

3. Form the IObserver menu, select Initialize.Figure 7-20 Observer Tester - IObserver > Initialize

4. To allocate a channel to the virtual device (registration of the virtual device), after Initialize succeeded appears, from the IObserver menu, select Allocate Channel.



Observer Tester

Figure 7-21 Observer Tester - IObserver > AllocateChannel

The Allocate Channel window appears.Figure 7-22 Allocate Channel Window


6. Click OK. A message appears in the window showing the allocated channel.

Device ID Virtual device ID (must be configured in the Avaya group)

Switch ID Physical switch ID of the DMCC interface

Interface ID DMCC interface ID

Observation Mode By Device or By Call



Observer Tester

Figure 7-23 Observer Tester - Allocated Channel

7. In the IChannel menu, select Configure to configure a channel for observation.Figure 7-24 Observer Tester - IChannel > Configure

The Configure Channel window appears.Figure 7-25 Configure Channel Window



Observer Tester


9. Click OK. A message appears in the window showing the configuration.Figure 7-26 Displayed Configuration

10. From the IChannel menu, select Start to observe a device.Figure 7-27 Observer Tester - IChannel > Start

11. The Channel Start window appears.

Device ID Virtual device ID

Switch ID Physical Switch ID of the DMCC interface

Target IP Target IP of the packets (logger or soft phone)

Target Port Target port of the target IP



Observer Tester

Figure 7-28 Channel Start Window


13. Click OK. A message appears in the window showing the started channel.Figure 7-29 Observer Tester - Started Channel

14. To stop the observation, select Stop from the IChannel menu.

Device ID Virtual device ID


To Device Device to observe (By Device)

Call ID Call ID to observe (By Call)



Observer Tester

Figure 7-30 Observer Tester - IChannel > Stop

The Channel Stop window appears.Figure 7-31 Channel Stop Window


16. Click OK. A message appears in the window showing that the observation was stopped.

Device ID Virtual device ID to stop observing




Observer Tester

Figure 7-32 Observer Tester - Observation Stopped

17. To reset the observation, select Reset from the IChannel menu.Figure 7-33 Observer Tester - IChannel > Reset

18. The Release Channel window appears.Figure 7-34 Release Channel Window



Observer Tester


20. Click OK. A message appears in the window showing the reset channel.Figure 7-35 Observer Tester - Reset Channel

21. To release the channel, select ReleaseChannel from the IObserver menu.Figure 7-36 Observer Tester - IObserver > ReleaseChannel

The Release Channel window appears.

Device ID Virtual device ID to reset




Observer Tester

Figure 7-37 Release Channel Window


23. Click OK.

24. To disconnect from the driver, select Finalize from the IObserver menu.Figure 7-38 Observer Tester - IObserver > Finalize

A message appears in the window showing that you are disconnected from the driver.

Device ID Virtual device ID to release




Observer Tester

Figure 7-39 Observer Tester - Driver Disconnected

Chapter 8: Avaya DMCC Dashboard


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8

Avaya DMCC Dashboard

The Avaya DMCC Dashboard enables you to simulate the processes that the NICE DMCC driver is required to perform. This tool is important for debugging and troubleshooting. If this tool fails to do any operations, the NICE DMCC driver will probably fail as well. In addition, this tool can facilitate in identifying issues in either the Avaya or the NICE side.

The Avaya DMCC Dashboard simulates the following processes:

• Starting an application session

• Getting a device ID for a virtual extension

• Monitoring a virtual extension

• Registering a virtual extension (Terminal)

• Performing Observation

Contents

Starting a DMCC Dashboard Application Session ....................................................130

Getting the Device ID ...................................................................................................133

Monitor ..........................................................................................................................135

RegisterTerminal...........................................................................................................136

Service Observation.....................................................................................................138

Troubleshooting ...........................................................................................................139

NOTE: The Avaya Dashboard described in this section is a pre-GA version, therefore, its user interface may change in the future.

130 Chapter 8: Avaya DMCC Dashboard


Starting a DMCC Dashboard Application Session

Starting a DMCC Dashboard Application SessionOpening a DMCC Dashboard Session

To open a DMCC Dashboard session:

1. Open the DMCC Dashboard.Figure 8-1 DMCC Dashboard - Main Window

2. Hold your mouse over the Start Application Session button. All Start Application Session mandatory fields appear highlighted in blue.

3. Define mandatory fields as follows:

TIP: Holding the mouse over any action button will highlight its relevant mandatory fields.

DMCC IP Enter the AES IP address.

DMCC Socket For a secure connection, define 4722.For an unsecure connection, define 4721. Note: Port 4722 is the default port available on the AES. If you need to work in unsecured mode, port 4721 must be opened in the AES.

Secure Socket Mark this option, only if you selected port 4722 in the DMCC Socket field.




4. Click Start Application Session.

5. Proceed to Validating the session on page 132.

DMCC login Enter the AES username.

DMCC Password Enter the AES password for the defined username.

Session Name Leave the default value.

Session Duration Leave the default value.

Requested Protocol

Select 3.1.




Validating the session

You can validate whether an application session opened successfully by checking the following fields:

• Session Ids

• XML To/From DMCC

• Events

A Successful Session

A successful session is indicated when these fields display the following values:

A Failed Session

A failed session is indicated when these fields display the following values:

Session Ids A session ID is displayed.

XML To/From DMCC Incoming XML from the DMCC server with StartApplicationSessionPosRespopns and with a session Id are displayed.

Events Start Application Session Response with the session ID is displayed.

Session Ids No session Id is displayed.

XML To/From DMCC Incoming XML from DMCC displays StartApplicationSessionNegResponse, indicating that the open session failed.

The XML content contains the reason for the session creation failure.

Events Start Application Session Response with the session Id.



Getting the Device ID

Getting the Device IDHolding your mouse over Get Dev. ID highlights the relevant mandatory fields for getting the device ID.

The mandatory fields are:

To get the device ID:

1. Enter values, as described above, in the mandatory fields.

2. Click Get Dev. ID.

Validating Getting the Device Id

The Device Ids and XML To/From DMCC fields indicate whether you succeeded in getting the device Ids.

Success in Getting the Device Id

Success in getting the device Id is indicated when these fields show the following:

Extension Enter a virtual extension.

CM IP Addr./Name Enter the symbolic name.

Device Ids A string displaying the defined virtual device.

XML To/From DMCC Incoming XML from DMCC with GetDeviceIdResponse with the successfully created device Id for that virtual extension.

Events The get device id response displaying the device Id.

TIP: The device Id format is as follows:Extension:SymbolicName:CLanIP

EXAMPLE:Virtual extension: 43424Symbolic name: Avaya4MS1The CLAN: 192.168.241.64The device Id will look like this: 43424:Avaya4MS1:192.168.241.64:0



Getting the Device ID

Failure in Getting the Device Id

Failure in getting the device Id is indicated when these fields show the following:

Device Ids No virtual extension is displayed.

XML To/From DMCC There is an exception in the XML To/From DMCC field, indicating a failure in getting a device Id for that virtual extension.

Events An exception is displayed.

TIP: To review the failure description: Check the XML received from the DMCC server under the message tag at the beginning of the exception XML.



Monitor

Monitor Starting Monitor

Holding the mouse over Start Monitors highlights all the Monitor virtual extension mandatory fields in light blue.


To start Monitor:

1. In the Device Ids field, select a virtual extension.

2. Click Start Monitors.

Validating Monitor

Success in Monitoring Virtual Extensions

Success in validating monitor is indicated when these fields show the following:

Failure to Monitor Virtual Extensions

Failure to monitor is indicated when these fields show the following:

Phone/Media/Call Information Events

Leave default events.

Device Id In the Device Ids field, select a virtual extension.

Monitor Ids Three (3) monitor keys are displayed for the same virtual extension for Device, Media, and Call Information.

XML To/From DMCC An incoming MonitorStartResponse XML from DMCC with the monitor key is displayed.

Events Three (3) Start Monitor Response messages from the DMCC are displayed.

Monitor Ids No monitor keys are displayed for the defined virtual extension.

XML To/From DMCC An incoming XML exception from the DMCC server is displayed.

Events An exception is displayed.



RegisterTerminal

RegisterTerminalRegistering a Terminal

Holding the mouse over Register Terminal highlights all the mandatory fields for registering a terminal in light blue.


To register a terminal

1. Enter values, as described above, in the mandatory fields.

2. Click Register Terminal.

Validating the Terminal Registration

Successful Terminal Registration

When the terminal registration succeeds, the following occurs:

1. A RegisterTerminalResponse XML message from the DMCC server is displayed in the XML To/From DMCC field.

2. A RegisterTerminalResponse XML message from the DMCC server is displayed in the Events field.

3. Events from the registered virtual extension will arrive. The events are displayed in the Events and XML To/From DMCC fields.

Password Enter the password of the virtual extension (usually 1234).

Force Login Leave the default value.

Media Control Select Client Mode.

Codec Select the supported codec.

Device Id Select a virtual extension.

RTP IP Addr Enter the IP address of the computer to which you need to send the RTP.

RTP Port Enter the port of the computer to which you need to send the RTP.

RTCP IP Addr Enter the same IP address as the RTP IP address.

RTCP port Enter the same port number as the RTP Port.

WARNING Make sure you didn’t get an exception XML message in the Events or XML To/From DMCC fields.



RegisterTerminal

Failed Terminal Registration

If the terminal registration fails, the following occurs:

1. The RegisterTerminalResponse XML from the DMCC server displays registration failure messages in the XML To/From DMCC field.

2. The Events field displays the reason for the registration failure.

3. The Register Terminal button remains enabled.

4. Events from this terminal will not arrive.



Service Observation

Service ObservationAfter you successfully complete Registering a Terminal on page 136, you can simulate Service Observation.

To simulate Service Observation:

1. In the number pad, enter the following:

• The observation code

• The number of the extension which you want to perform Service Observation.

NOTE: To stop Service Observation, click On Hook.

EXAMPLE:The observation code is *19 and you want to observe extension 43022.To simulate Service Observation, after completing registration, in the number pad, press *1943022.The RTP stream will arrive to the defined IP address and Port that you defined previously in the RTP IP Addr. and Port fields during the registration process.

TIP: There exist several RTP applications that can capture and play back RTP back in the local computer, for example, RTPTester and JMStudio.



Troubleshooting

Troubleshooting• Problem 1

When trying to register a terminal, the following exception is displayed:

Registration Reject reason: resourceUnavailable

Shared control denied because the DCP phone is out of service

Solution

Before clicking the Register Terminal button, the correct Media Control mode may not have been selected. To properly highlight Client Mode in blue, it must be clicked with the mouse.

• Problem 2

Certain fields cannot be edited because they are grayed out.

Solution

Clear the Auto enable/disable fields in the top center of the DMCC Dashboard application.


Appendix A: Avaya DMCC Additional Parameters


141

A

Avaya DMCC Additional Parameters

CTI Interface - Additional Switch Parameters............................................................142

Reporting Levels ..........................................................................................................145

Logger Parameters for Instant Callback.....................................................................145

Connection Manager - Additional Parameters...........................................................146

Connection Manager - Interface Parameters .............................................................148

Media Provider Controller - Additional Parameters ..................................................150

142 Appendix A: Avaya DMCC Additional Parameters


CTI Interface - Additional Switch Parameters


To access the CTI Interface Additional Switch Parameters:

1. In System Administrator, verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select your Master Site. Then select CTI Integrations > CTI Interfaces and select your Avaya DMCC CTI Interface.

The Choose CTI Interface window appears. The General tab is selected.Figure A-1 Choose CTI Interface Window - General Tab

3. Click the Connection tab and expand the Additional Switch Parameters area.

WARNING Changing parameters may have severe effects on your system. Therefore changing the CTI Interface Additional Parameters, or creating new ones, should be done only by authorized personnel.




Figure A-2 Choose CTI Interface Window - Connection Tab > Additional Switch Parameters

The following predefined additional parameters appear for the Avaya DMCC CTI Interface:

Parameter Name Description Default Value

ProtocolVersion The currently supported DMCC protocol version.

3.1

ObservationCode The code defined on the site for manual service observation. If observation by device (total or selective) is required, this parameter must be defined.

LinkFIFOSize Maximum number of accumulated events from the AES to the DMCC interface before events are dropped. Increasing this value can improve performance in the event that the Logger is slow and events arrive in peaks. However, do not change this parameter unless authorized to do so!

500

ResourceCleanupDelay Timeout, in seconds, for retaining client application resources on the AES server when a client is disconnected. Warning: Changing this value can cause the system to malfunction.

0




4. Double-click the row of the relevant parameter.

The Driver Additional Parameter window appears.

5. Enter the desired value in the Value field.

6. Click OK.

7. Click .

SessionDuration DMCC link session duration. This parameter affects Keep Alive message generation. Keep Alive messages are sent at intervals of 1/3 of this time. Note: If no Keep Alive message is sent within this time period, the DMCC service on AES will think that the client is dead.

60

CMAPIApplicationName Optional parameter - used for identifying the current application on AES server.

KeepAliveAttemptsOnNoResponse Number of times the CTI Interface will attempt to resend failed Keep Alive messages.

3

NOTE: You can also create and add additional parameters by clicking the Add button.




Reporting Levels

Reporting LevelsThe Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. See Editing Reporting Levels on page 99.

Logger Parameters for Instant CallbackWhen configuring Instant Callback, the following parameters must be set in the Logger.

For T1 Instant Callback

For E1 Instant Callback

IDLE signaling $2

Seize signaling $E

Seize acknowledge signaling $E

Call-answer signaling $E

Clear forward signaling $2

Clear backward signaling $2

Wink signaling $2

IDLE signaling $D

Seize signaling $5

Seize acknowledge signaling $5

Call-answer signaling $5

Clear forward signaling $D

Clear backward signaling $D

Wink signaling $D



Connection Manager - Additional Parameters


To access Connection Manager Additional Parameters:


2. In the Organization tree, select your Master Site. Then select CTI Integrations > Connection Managers and select your Connection Manager.

The Connection Manager Details window appears. The General tab is selected.Figure A-3 Connection Manager Details

3. Expand the Additional Parameters area. The following predefined additional parameters appear:

WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager Additional Parameters, or creating new ones, should be done only by authorized personnel.




4. To change a default value, double-click the row of the parameter you need to change.

The CM Additional Parameter window appears.

5. In the Value field, enter a new value and click OK.

6. Click .


MaxClientDeviceRequests Defines the maximum number of device requests the Connection Manager can handle.

1000

MaxClientRequests Defines the maximum number of client requests the Connection Manager can handle.

1000

MaxClients Defines the maximum number of clients that can be attached to the Connection Manager.

100

MaxMonitoredDevices Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000 the Connection Manager can handle 999 monitored devices.

1000

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the Connection Manager can handle.

10




Connection Manager - Interface Parameters


To access Connection Manager Interface Parameters:


2. In the Organization tree, select your Master Site. Then select CTI Integrations > Connection Managers and select your Connection Manager.

3. Click the Interfaces tab.

The Attach CTI Interfaces window appears.

4. Expand the Configure Connection Manager - Interface Parameters area.Figure A-4 Attach CTI Interfaces - Configure Connection Manager - Interface Parameters

The following predefined additional parameters appear:

WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager Interface Parameters, or creating new ones, should be done only by authorized personnel.







7. Click .


DllName The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager.

read-only

KeepAliveInterval Defines the Keep Alive Interval time. The value is defined in seconds

30

UseSpy Defines if the Connection Manager reports link events to the NICE Events Spy tool.(Refer to NICE Events Spy on page 102)

No

SpyMailSlotName Defines the name of the mailslot between the Connection Manager and the NICE Events Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSpy parameter.

UseSimCTILink Defines if the Connection Manager uses the SimCTILink tool to read events.See Setting Up the SimCTILink Tool on page 107.

No

SimMailSlotName Defines the name of the SIM mailslot between the Connection Manager and the Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSimCTILink parameter.




Media Provider Controller - Additional Parameters


To access the Media Provider Controller Additional Parameters:


2. In the Organization tree, select your Master Site. Then select CTI Integrations > Media Provider Controllers and select your Media Provider Controller.

The Media Provider Controller General Information window appears. Figure A-5 Media Provider Controller General Information Window

3. Expand the Media Provider Controller Parameters area.

The following predefined additional parameters appear:




Figure A-6 Additional Media Provider Controller Parameters



ThreadPoolSize Number of threads in the Thread pool. 10

ResponseTimeOutTime (in milliseconds) for waiting for a response.

5000

RegisterResponseTimeOutTime (in milliseconds) for waiting for the register response.

180000

DelayBetweenChannelStartRecoverDelay (in milliseconds) between channel reobservation.

2000

DelayBetweenChannelConfigureRecoverDelay (in milliseconds) between channel reconfigure.

20000

NumOfCMConnectRetriesNumber of times the Media Provider Controller tries to connect to the Connection Manager during initialization.

4

DelayBetweenCMConnectRequestsTime (in milliseconds) for waiting between each Connection Manager connect request.

5000

ObserverDllNameMedia Provider Controller dll name. CAMPIOb

server.dll

DelayBetweenOffhookAndStart

Delay (in milliseconds) between off-hook and Observation requests. Used in Service Observation, this is the time between taking a new line and starting to dial.

50






6. Click .


Appendix B: Capacity Matrix for Avaya DMCC Recording


153

B

Capacity Matrix for Avaya DMCC Recording

This appendix provides a basic capacity matrix for different AVAYA switches and architectures. The matrix is based on scenarios in which customers called via a T1 trunk, agents used an IP or digital (DCP) phone, and the DMCC phone performed All Calls Recording implemented via Service Observation on the agent extension. All the scenarios used a single media gateway (G700) or a single port network (MCC/SCC/G650/G600).

The information in this appendix is based on information supplied by AVAYA. To evaluate full design considerations in the Avaya DMCC environment, go to www.extranice.com, and refer to the following documents:

• Design Considerations for Services Server (DMCC) and AVAYA Communication Manager for Call Recording Solutions

• IP Voice Quality Network Requirements for Communication Manager API

www.extranice.com

Server TypeGateway Type

Codec Type for CMAPI Phones

Codec Type for Phones Phone Type

Total Timeslots Total Slots Calling Capacity VOIP Capacity Slot Usage

S8700 MultiConnect MCC or SCC G.711 G.711 IP Phone 484

18 for SCC and 90 for MCC

Max 6 T1s of incoming traffic (Max 144 CMAPI Phones, 144 IP Phones, 144 T1 Trunk ports) all simultaneously in a recording session (uses up 432 timeslots).

One VOIP resource per Phone with a total of two per recording session. Maximum for 144 simultaneous calls is 288 VOIP Resources which is 5 MEDPRO cards. Add an extra MEDPRO card for failover.

6 T1 + 5 MEDPRO + 1 for EXTRA MEDPRO = 12 slots + slots for CLAN if needed




Two VOIP resources per Phone with a total of 4 per recording session. Maximum for 144 simultaneous recording sessions is 576 VOIP resources which is 9 MEDPRO Cards. Add an extra MEDPRO card for failover.

6 T1 + 9 MEDPRO + 1 for EXTRA MEDPRO= 16 slots + slots for CLAN if needed








One VOIP resources per CMAPI Phone and two VOIP resource per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 144 simultaneous recording sessions is 432 VOIP Resources which is 7 MEDPRO Cards. Add an extra MEDPRO card for failover.





Two VOIP resources per CMAPI Phone and one VOIP resource per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 144 simultaneous recording sessions is 432 VOIP rescources which is 7 MEDPRO Cards. Add an extra MEDPRO card for failover.






S8700 MultiConnect MCC or SCC G.711 NA DCP Phones 484


Max 6 T1s of incoming traffic (Max 144 CMAPI Phones, 144 DCP Phones, 144 T1 Trunk ports) all simultaneously in a recording session (uses up 432 timeslots).

One VOIP resource per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 144 simultaneous recording sessions is 144 VOIP Resources which is 3 MEDPRO cards. Add an extra MEDPRO card for failover.

6 T1 + 6 DCP + 3 MEDPRO + 1 for EXTRA MEDPRO = 16 slots + slots for CLAN if needed

S8700 MultiConnect MCC or SCC G.729 NA DCP Phones 484



Two VOIP resources per CMAPI Phone with a total of 2 VOIP resources per recording session. Maximum for 144 simultaneous recording sessions is 288 VOIP Resources which is 5 MEDPRO cards. Add an extra MEDPRO card for failover.

6 T1 + 6 DCP + 5 MEDPRO + 1 for Extra MEDPRO = 18 slots + slots for CLAN if needed





S8700 MultiConnect G700 G.711 G.711 IP Phone 484

4 + 1 VOIP on motherboard


One VOIP resources per CMAPI Phone and one per IP Phone with a total of 2 VOIP resources per recording session. Maximum for 48 simultaneous recording sessions is 96 VOIP Resources which is 2 VOIP cards.

2 T1 + 1 VOIP card = 3 slots + 1 VOIP on the motherboard




Two VOIP resources per CMAPI Phone and two per IP Phone with a total of 4 VOIP resources per recording session. Maximum for 48 simultaneous recording sessions is 192 VOIP Resources which is 3 VOIP cards.





One VOIP resources per CMAPI Phone and two per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 48 simultaneous recording sessions is 144 VOIP Resources which is 3 VOIP cards.









Two VOIP resources per CMAPI Phone and one per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 48 simultaneous recording sessions is 144 VOIP Resources which is 3 VOIP cards.


S8700 MultiConnect G700 G.711 NA DCP Phones 484



One VOIP resources per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 24 simultaneous recording sessions is 24 VOIP Resources which is 1 VOIP card.

1T1 + 3 DCP Cards = 4 slots + 1 VOIP on the motherboard

S8700 MultiConnect G700 G.729 NA DCP Phones 484



Two VOIP resources per CMAPI Phone with a total of 2 VOIP resources per recording session. Maximum for 16 simultaneous recording sessions is 32 VOIP Resources which is 1 VOIP card.






S8500/S8700 IPConnect G600 G.711 G.711 IP Phone 4849 (1 reserved for IPSI)



4 T1 + 3 MEDPRO + 1 extra MEDPRO = 8 slots + slots for CLAN if needed

S8500/S8700 IPConnect G600 G.729 G.729 IP Phone 4849 (1 reserved for IPSI)


Two VOIP resources per Phone with a total of 4 per recording session. Maximum for 72 simultaneous calls is 288 VOIP Resources which is 5 MEDPRO cards. Add an extra MEDPRO card for failover.

3 T1 + 5 MEDPRO + 1 extra MEDPRO OR slots for CLAN if needed = 9 slots

S8500/S8700 IPConnect G600 G.711 G.729 IP Phones 4849 (1 reserved for IPSI)


One VOIP resources per CMAPI Phone and two per IP Phone with a total of 3 per recording session. Maximum for 72 simultaneous calls is 216 VOIP Resources which is 4 MEDPRO cards. Add an extra MEDPRO card for failover.






S8500/S8700 IPConnect G600 G.729 G.711 IP Phones 4849 (1 reserved for IPSI)


Two VOIP resources per CMAPI Phone and one per IP Phone with a total of 3 per recording session. Maximum for 72 simultaneous calls is 216 VOIP Resources which is 4 MEDPRO cards. Add an extra MEDPRO card for failover.


S8500/S8700 IPConnect G600 G.711 NA DCP Phones 4849 (1 reserved for IPSI)


One VOIP resource per CMAPI Phone with a total of 1 per recording session. Maximum for 72 simultaneous calls is 72 VOIP Resources which is 2 MEDPRO cards. Add an extra MEDPRO card for failover.

3 T1 + 3 DCP + 2 MEDPRO = 8 slots + slots for CLAN if needed OR extra MEDPRO for failover

S8500/S8700 IPConnect G600 G.729 NA DCP Phones 4849 (1 reserved for IPSI)


Two VOIP resources per CMAPI Phone with a total of 2 per recording session. Maximum for 48 simultaneous calls is 96 VOIP Resources which is 2 MEDPRO cards. Add an extra MEDPRO card for failover.

2 T1 + 2 DCP + 2 MEDPRO + 1 extra MEDPRO = 7 slots + slots for CLAN if needed





S8500/S8700 IPConnect G650 G.711 G.711 IP Phones 484

13 (1 reserved for IPSI)




S8500/S8700 IPConnect G650 G.729 G.729 IP Phones



Two VOIP resources per Phone with a total of 4 per recording session. Maximum for 96 simultaneous recording sessions is 384 VOIP resources which is 6 MEDPRO Cards. Add an extra MEDPRO card for failover.

4 T1 + 6 MEDPRO + 1 for EXTRA MEDPRO= 11 slots + slots for CLAN if needed








One VOIP resources per CMAPI Phone and two VOIP resource per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 120 simultaneous recording sessions is 360 VOIP Resources which is 6 MEDPRO Cards. Add an extra MEDPRO card for failover.





Two VOIP resources per CMAPI Phone and one VOIP resource per IP Phone with a total of 3 VOIP resources per recording session. Maximum for 120 simultaneous recording sessions is 360 VOIP Resources which is 6 MEDPRO Cards. Add an extra MEDPRO card for failover.






S8500/S8700 IPConnect G650 G.711 NA DCP Phones 484



One VOIP resource per CMAPI Phone with a total of 1 VOIP resource per recording session. Maximum for 120 simultaneous recording sessions is 120 VOIP Resources which is 2 MEDPRO cards. Add an extra MEDPRO card for failover. Cards.

5 T1 + 5 DCP + 2 MEDPRO + 1 for EXTRA MEDPRO = 13 slots + slot for CLAN if needed




Two VOIP resources per CMAPI Phone with a total of 2 VOIP resource per recording session. Maximum for 96 simultaneous recording sessions is 192 VOIP Resources which is 3 MEDPRO cards. Add an extra MEDPRO card for failover.

4 T1 + 4 DCP + 3 MEDPRO + 1 for Extra MEDPRO = 12 slots + slots for CLAN if needed






4 slots + 1 VOIP on motherboard


















S8500/S8700 IPConnect G700 G.729 G.711 IP Phone 484



















S8300 G700 G.711 G.711 IP Phone 484





S8300 G700 G.729 G.729 IP Phone 484





S8300 G700 G.711 G.729 IP Phone 484









S8300 G700 G.729 G.711 IP Phone 484





S8300 G700 G.711 NA DCP Phones 484





S8300 G700 G.729 NA DCP Phones 484






Index
A
additional parametersConnection Manager 146, 148CTI interface 142Media Provider Controller 150

all calls recordingdescription 16recording flow 19

architectureintegration 15site components 17

Cchecklist, installation 24connection failure

troubleshooting 98Connection Manager

additional parameters 146, 148Connection Manager Monitor

managing 113setting up 109

CTI Connectionconfiguration prerequisites 34

CTI Interfaceconfiguration wizard 35importing text files 53

CTI interfaceadditional parameters 142

EEvents Spy

defining SpyMailSlot Name parameter 104defining the UseSpy parameter 103receiving events 105saving events 106sending events 107setting up 103

IInstant Callback

Logger parameters 145Interaction Center

description 17

interaction-based recordingdescription 16recording flow 18

Llicense

verifying softphone registration 26limitations 20Log Manager 114

services 116viewer 117

Logger parametersfor Instant Callback 145

Mmatrix, capacity for Avaya switches 153Media Provider Controller

additional parameters 150installing 60

NNICE Interaction Center

description 17NiceLog Logger

description 17

OObserver Tester 119

Rrecording solutions

all calls recording 16interaction-based 16

reporting levelsconfiguring 145

SService Observation

description 15SimCTILink tool 107Single Step Conference

description 16site installation workflow 12

Index


169

softphone registrationverifying 26

SpyMailSlot Name parameter 104symbolic name

configuring 29

Ttext files

importing 53tools

Connection Manager Monitor 109Log Manager 114NICE Events Spy 103Observer Tester 119SimCTILink 107

troubleshootingconnection failure 98

virtual extension registration failure 98

UUnified Communications Manager

configuring the CTI interface 35UseSpy parameter 103

Vvirtual extensions

defining Logger 27troubleshooting registration failure 98

Wworkflow

integration installation 13site installation 12

Index


170

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Integration With Avaya DMCC

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