Customer Integration Tasks

The information in this section is provided for your reference only. Detailed steps for the Avaya configuration can be found in Avaya’s documentation, which is available on the Avaya website or from your Avaya vendor. You should always use the appropriate guides from Avaya to install and configure Avaya components.

Configure the CTI Link on the Avaya CM

A CTI Link (also known as a T-Link) between the Avaya Communication Manager (CM) and AES is required for communication of events via TSAPI. The Avaya CM can be configured via the Avaya Site Administration tool (GEDI) or through a telnet session. The following instructions use CM 5.2.1. Other software versions may differ.

  1. In GEDI, select the Parameters → display system-parameters customer-options command.
  2. On page 3 of the display, verify that the Computer Telephony Adjunct Links is set to y. If this parameter is set to n, contact your Avaya Representative to obtain licensing for this feature.
  3. Enter the change ip-services command and go to page 3 of the display. Verify the AE Services Server is configured and enabled.
  4. To view existing CTI links, enter the list cti-link command.
  5. If no valid CTI link is available, enter the add cti-link m command, where m is a valid link number that is not already in use.
  6. In the Extension field, enter a valid extension number for the link.
  7. In the Type field, select ADJ-IP.
  8. In the Name field, enter a descriptive name for the link.

Create the CTI User Account on the AES Server

NICE Uptivity requires a CTI User account with proper permissions in AES in order to connect to the TSAPI service via the CTI Link. You can create and configure this account on the AES Operations Administration & Maintenance (OAM) site. These instructions use AES 5.2.1. Other software versions may differ.

  1. Enter the IP address or hostname of your AES server in a web browser.
  2. Log in to the OAM site with a User Admin-level account.
  3. Expand the User Management section in the left menu and click Add User.
  4. On the Add User page, create the NICE Uptivity CTI User by entering information in all required (*) fields.
  5. For CT User, select Yes from the drop-down list.
  6. Click Apply.
  7. Expand Administration in the left menu and click Security Database.
  8. Click List All.
  9. Select the NICE Uptivity CTI User account and click Edit to display the settings.
  10. Select the Unrestricted Access check box.
    • If the NICE Uptivity user cannot have permission to monitor all devices (Unrestricted Access), you must ensure that this user account is allowed to monitor all relevant extensions, hunt groups, and VDNs, both initially and on a continuing basis.
  11. Click Apply Changes.

Verify the TSAPI Link on the AES Server

A CTI Link (also known as a T-Link) between the Avaya Communication Manager (CM) and AES is required for communication of events via TSAPI. This link is configured on the Avaya CM. These instructions use AES 5.2.1. Other software versions may differ.

  1. Enter the IP address or hostname of your AES server in a web browser.
  2. Log in to the OAM site with an admin-level user account.
  3. Click CTI OAM Home in the left menu.
  4. Verify the TSAPI service is listed and the Controller Status reports as Running.
  5. Under the License Information section, verify TSAPI is listed as a licensed service.
  6. Expand Administration in the left menu and click CTI Link Admin.
  7. Click TSAPI Links to display the Add/Edit TSAPI Links page.
  8. Verify the appropriate Link Number and Switch Connection settings for your telephony network are listed and click the Apply Changes button.

Verify TSAPI License Availability

For this integration, Avaya requires that one TSAPI license be available for every station that NICE Uptivity will monitor for audio. Licensing on the AES is managed through the Web License Manager (WebLM) interface. This site is located at the following address: http://aes-server/WebLM/, where "aes-server" is the hostname or IP Address of your AES server.

  1. Browse to the WebLM site for your AES server in a web browser and log in with an administrative account.
  2. Under the Licensed Products menu section, click Application Enablement.
  3. On the Licensed Features table, the TSAPI Simultaneous Users entry will list the Licensed (total) and Acquired (used) values for TSAPI licenses.

Configure UCID

This step is optional.

The NICE Uptivity integration with Avaya TSAPI optionally supports Call Segments— functionality that allows users to locate and play separate, related recording files that are part of the same call interaction. If you want to use the Call Segments feature, you must configure the Avaya CM to send the Universal Call ID (UCID) to NICE Uptivity so that it is captured on every call.

  1. Log into the Avaya CM.
  2. Run the following command: change system-parameters features.
  3. On screen 5 of Feature-Related System Parameters, set Create Universal Call ID (UCID)? to Y.
  4. On screen 5 of Feature-Related System Parameters, enter a value in the UCID Network Node ID field (the system may not save changes if this field is blank).
  5. On screen 13 of Feature-Related System Parameters, set Send UCID to ASAI? to Y.

 

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