Customer Administration Tasks
During ongoing use of the system, your Uptivity administrator may need to configure new channels or reconfigure existing channels. At those times, this integration requires changes to the Voice Boards page and to the CTI monitors in the Web Portal.
The number of voice board channels corresponds to the number of trunks configured on the physical Ai-Logix card. Adding channels may require purchase and installation of server hardware and Uptivity licensing. Contact Support for additional information.
For more information on voice board tasks, search online help for voice boards.
Channel Configuration Settings for Voice Boards
When you add new channels to your Uptivity system, use these settings to configure the voice boards for the Avaya DP-MLS integration.
Any other voice board changes should only be done under direct supervision from Uptivity Support. Done incorrectly, voice board modifications can have serious negative impact to your system. In addition, altering the hardware configuration of your system may void your warranty.
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Field |
Description |
VAlue |
|---|---|---|
| Number of Channels |
This will already be configured unless you are adding a new Ai-Logix card. In that scenario, select the value from the drop-down list based on the trunk configuration:
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| Assign | Used in deployments where physical devices and channels have a one-to-one correspondence, or to allocate specific channels to specific types of recording. For details, search online help for keyword channel assignment. | Dedicated Record (Device) |
| Assign Value | Enter one PBX Trunk Member/Port ID per channel. This value is case sensitive. | |
| Desc | Enter an optional description for the channel. | |
| Trunk Tap | Indicates whether to use the trunk-tap ability of the card. | Selected |
You must restart the CTI Core service after any changes to voice boards, channels, or both.
CTI Monitors
In this integration, Uptivity requires a list of devices to monitor (CTI monitors). Any phone or device that should be monitored must be configured in this list.
Uptivity monitors the ACD/DN for login/logoff events, the Position ID for ACD (incoming) calls, and the PBX Extension for direct and outbound calls. For related information, see Generate a DN Database List.
When you add or reconfigure a channel, you must configure a CTI monitor for each of these values. The Avaya system differentiates the agent logged into the phone from the phone itself.
For more information on CTI monitors and related tasks, search online help for cti monitor.
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