Customer Integration Tasks

This information is provided for your reference only. You should always use the appropriate manufacturer or developer manuals and guides to install and configure Avaya components.

Set Call Center System Parameters

Sometimes Uptivity needs to observe and make two recordings for a single call (for example, agent-to-agent calls, conference calls with more than one participating agent, and so forth).

  1. Log in to GEDI with an appropriately-permissioned account and enter "change system-parameters features".
  2. On page 11 of the display, verify that Allow Two Observers in Same Call? is set to y.

Enable Service Observing

This integration uses the SO feature on the Avaya CM.

  1. Log in to GEDI with an appropriately-permissioned account and enter "display system-parameters customer-options" to open the CM Parameter Customer-Options screen.
  2. Verify that Service Observing (Basic) and Service Observing (Remote/By FAC) are both set to y.

Set a Service Observe Feature Access Code

When supervisors perform a service observe, they must enter an access code. Uptivity must be configured to use this access code as well. You will need to set the Service Observing Listen Only Access Code for the Avaya CM and provide this code to your Uptivity installation team.

  1. Log in to GEDI with an appropriately-permissioned account and enter "change feature-access-codes".
  2. Enter a code for Service Observing Listen Only Access Code and provide this number to the Uptivity installation team.

Create a Class of Restriction (COR)

You must assign a class of restriction to each trunk group to allow it to issue the Service Observing code.

  1. Log in to GEDI with an appropriately-permissioned account and enter "change cor n" to create a COR (n can be any number).
  2. Enter a description.
  3. Set Can Be a Service Observer to y.

Verify DMCC License Availability

DMCC stations must be licensed to be used for recording audio. Each DMCC station needs either a DMCC_DMC license on the AES server OR an IP_API_A license on the Avaya CM.

  1. In your web browser, browse to the Web License Manager site for your AES server (typically http://aes-server/WebLM/, where “aes-server” is the hostname or IP Address of the AES).
  2. Log in with an administrative account.
  3. From the Licensed Products menu section, click Application Enablement.
  4. On the Licensed Features table, the Device Media and Call Control entry will list the total and used values for DMCC_DMC licenses.

The available IP_API_A license count can be accessed using GEDI. To verify IP_API_A licensing on the Avaya CM, run GEDI and enter "display system-parameters customer".

Verify the Switch Configuration in AES

If a switch connection will be used to configure the Uptivity voice board, you must confirm that the connection was created, copy the connection name exactly as it appears, and provide that name to the Uptivity installation team.

  1. Log in to the AES server with an administrative account.
  2. Navigate to Communication Manager Interface and click Switch Connection.
  3. Click Edit H.323 Gatekeeper.
  4. Enter the gatekeeper’s IP address if necessary.

Configure Softphone Stations on the AES Server

For each Uptivity recording channel, a corresponding softphone station must be created and configured on the AES server.

  1. In GEDI, enter "display station xxxx", where xxxx is the station extension.
  2. Set Type to a VoIP phone type (for example, 4610).
  3. Enter the Security Code (numerical passcode) for the extension.
  4. Set the COR to that created previously (see Create a Class of Restriction (COR)).
  5. Set IP Softphone to Y.

The "IP_Soft" license is used to allow the actual "Avaya IP Softphone" software client to connect and register an extension. Since our DMCC stations do not use this software, we do not require any additional licenses for the integration.

Record the Extension and Security Code values and provide this information to the Uptivity installation team.

Configure Avaya to Record one-X Attendants

Avaya one-X® Attendant is an application that provides a softphone for users who are typically in an operator or switchboard role. Because of the way the application interacts with the Avaya CM, one-X Attendant stations require special configuration for recording. Service Observe is the only Avaya DMCC recording method that supports capturing one-X Attendant audio.

In addition to the one-X Attendant station, the user must also have an associated physical station (for example, a 9641 station) which Uptivity terms the "answering device". Uptivity monitors the answering device for call events and then sends a call to record audio from the one-X Attendant station when needed.

Set Service Link Mode

  1. Log in to the Communication Manager administrative interface.
  2. Navigate to page 2 of the station settings for the answering device.
  3. Set Service Link Mode to as-needed. Setting the mode to permanent causes Avaya to create a single call for the entire time the user is logged into the one-X Attendant.

Set Telecommuter Mode

  1. Open the Login dialog box for the one-X Attendant.
  2. For Configuration, select Telecommuter from the drop-down list.
  3. For Telephone at, select the extension of the answering device.
  4. Click Log in.

 

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