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

This section provides a reference to channel settings that must be configured for the Avaya VoIP-MLS integration. You should refer to this section whenever you add new channels to your Uptivity system.

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.

These are the settings that apply when configuring channels for Avaya VoIP-MLS integrations:

Field	Description	Value
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.	Concurrent Licensing: Anything Per-Seat Licensing: Dedicated Record
Assign Value	If Assignment Type is Anything, leave this field blank. If Assignment Type is set to a Dedicated Record option, enter the value for the corresponding device. This value is case sensitive.
Name	Enter an optional channel name for use in scripting.

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.

With Avaya VoIP-MLS, Uptivity monitors the ACD/DN for logon/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 monitor tasks, search online help for keyword cti monitor.

 

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