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 manuals, guides, or both guides from Avaya to install and configure Avaya components.

Enable SSL on the Dialer

  1. Log in to the Dialer server as admin.
  2. From the command line, run the following commands:

    stop_pds

    stop_mts

  3. Log in to the Dialer as sroot.
  4. Execute the following command:

    ssl_conf

  5. Type y to answer the message: "Do you want to turn off CORBA SECURITY?" When the script executes, the message displayed is "Turning on the CORBA SECURITY".
  6. Log out of sroot and log in as admin again.
  7. Execute the following commands:

    cd $TAO_DATA

    (To go to the /opt/avaya/services/data directory)

    rm *

    (To delete everything present in the /opt/avaya/services/data directory).

    go lists

    (To go to the /opt/avaya/pds/lists directory).

    rm .STATUSINFO.txt

  8. Start the mts and pds processes by running the following commands:

    start_mts

    start_pds

  9. To verify the health of all components after this procedure, wait for a few moments and then run the following commands:

    check_db

    check_mts

    check_pds

Obtain SSL Certificates for Uptivity Call Recording Server

Avaya Proactive Contact validates incoming client certificates using Secure Socket Layer (SSL) protocol. You will need to copy several certificates from the Avaya server and provide them to the Uptivity Installation team for loading on the inContact recording server.

  1. Log in to the Avaya PC server with an appropriately-permissioned account.
  2. Browse to /opt/avaya/pds/openssl.
  3. Copy the following files and provide them to your Uptivity Installation team:
    • /private/corbaServer_key.pem
    • /certificate/corbaServer_cert.pem
    • /cacertificate/ProactiveContactCA.pem

Create a User Account for Uptivity Call Recording on the PC Dialer

NICE Uptivity requires a user account on the Avaya PC Dialer in order to receive events. You need to provide this account's username and password to your Uptivity installation team.

To create this account:

  1. Log in to the Avaya PC Dialer as an administrator.
  2. Select Administrative Tasks > Manage user accounts.
  3. At the Manage User Accounts prompt, enter Y.
  4. Hold down the CTRL key and press L.
  5. Enter a user name (case-sensitive)
  6. Enter a password (case-sensitive).
  7. For group, enter system.
  8. Enter a description.
  9. Hold down the CTRL key and press X to save the changes.

 

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