Integration Overview

This integration uses Avaya SMS along with VoIP recording, eliminating the need for port mirroring on CLAN/PE interfaces to obtain device registration when recording on a VoIP network. Instead, this information is pulled directly from the station registration database on the CM. Call control events and metadata are provided through AES using TSAPI. The Avaya SMS integration does not stand alone but is meant to work with an existing CTI Core.

Field

Description
Avaya Communication Manager The Avaya CM manages users, call routing, and telephone registration.
Avaya AES The AES server hosts SMS.
Avaya SMS The SMS service enables Uptivity to retrieve the registration status of devices (that is, telephones) on the Avaya CM.
NICE Uptivity Server Provides an interface to Uptivity to start/stop call recording. Generates call records in the Uptivity database that store Agent ID and other information. May also host the Web Portal for playback and system administration.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Avaya integration:

  • AES — Application Enablement Services. The AES server in an Avaya contact center hosts software that provides CTI events.
  • Avaya CMS — Avaya Call Management System. This contact center product is designed for businesses with complex contact center operations and high call volume. Sometimes referred to as Avaya CM.
  • SMS — System Management Service. This is a web service hosted on the AES server that allows Uptivity to access certain features of the Avaya CMS.
  • S8300, S8500, S8700 — These are common models of Avaya PBX equipment

Customer Responsibilities

You are responsible for supplying any needed physical and IP connections to your telephone system, as well as any licensing required by Avaya. You may also be responsible for configuring Avaya system components to support the recording integration. See your specific integration in the Customer Integration Tasks section for additional information.

Avaya Requirements

Hardware

  • Avaya S8300, S8500, or S8700 PBX
  • Avaya AES/SMS 5.2 – 6.1

These requirements are in addition to the audio source requirements documented in the relevant integration guides.

Software & Licensing

Avaya SMS requires no additional software or licensing for AES 5.2 – 6.1.

NICE Uptivity Requirements

The Uptivity hardware, software, and licensing requirements are specified in the integration guides for the audio source configurations. No additional Uptivity software or licensing is needed for SMS.

Customer Configuration Overview

  1. Perform any required configurations for the audio source integration.

  2. If not already configured as part of the audio source integration:

    • Configure the CTI Link on the Avaya CM.
    • Create the CTI User Account on the AES Server.
    • Verify the TSAPI Link on the AES Server.
    • Verify TSAPI License Availability.
    • Configure UCID (Optional).
  3. Create a CTI Link between the Avaya CM and SMS.
  4. Create an SMS user account for Uptivity on the Avaya CM and provide the credentials to the Uptivity installation team. In order to get a list of registered stations for the Uptivity SMS module, SMS must use a CM account with a SAT user profile that has the Stations setting enabled.
  5. Verify Installation of AES Web Service RPMs.Configure SMS.
  6. Verify SMS Functioning if needed.

 

 

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