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. You should always use the appropriate documentation from Avaya to install and configure Avaya components.
Generate a TN Database List
You will need trunk number information to configure the trunk channels in the Avaya MLS CTI module on the Uptivity recording server.
To generate the database TN list, set up and run the following command on the Avaya console:
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Overlay Number — LD 20
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REQ — PRT
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TYPE — TNB
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TN — _tn of trunk_ (You can leave the TN value empty to get the full tn database.)
The remaining fields can be left blank.
inContact recommends that you use a terminal program (such as PuTTY or SecureCRT) with a buffer capture feature to capture the printout of this listing for later use.
Sometimes the member numbers do not go in proper order or what is provided by MLS does not match the trunk numbers. In these situations, you must dial through all channels of the trunk to match the TN sent by MLS with the channel on which the audio is heard.
Generate a DN Database List
In an Avaya CS1000 environment, each phone can have different DNs (extension numbers) assigned to it. To record ACD calls, the ACID of each phone is needed. The ACID roughly equates to a position ID or line appearance. When an agent signs into the phone, their agent number is attached to this ACID.
Phones have DNs of their own, which are used when an agent places a call or when a non-ACD call is received. These DNs are usually listed with a TYPE parameter of SL1. Avaya MLS requires that these monitors be started in a different way.
ACDNs can also be monitored for additional call detail. The ACDN determines the pool of agents to which calls are distributed. This is equivalent to an ACD queue.
You must provide each of these values for any phone you want to record to your Uptivity installation team. Obtaining the DN database that contains these values requires console access to and administrative privileges for the Avaya CS1000.
inContact recommends that you use a terminal program (such as PuTTY or SecureCRT) with a buffer capture feature to capture the printout of this listing for later use. Within such a program, set up and run the following command on the Avaya console:
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Overlay Number — LD 20
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REQ — PRT
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TYPE — DNB
The remaining fields can be left blank.
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