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Abstract
These Application Notes describe how to configure Avaya Aura Communication Manager
5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP Enablement
Services release 5.2.1 running on a Avaya Aura Mid-size Business Template (MBT) to work
with Avaya Aura Contact Center.
Avaya Aura Contact Center uses industry standard SIP and CSTA (TR/87 over SIP)
interfaces to communicate with the Avaya Mid-size Business Template. This SIP-based
integration gives Avaya Aura Contact Center access to and control of Avaya Mid-size
Business Template phones. Avaya Mid-size Business Template benefits from Avaya Aura
Contact Center skill-based routing, call treatments, reporting, and the graphical Service
Creation Environment.
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TABLE OF CONTENTS
1. Introduction ............................................................................................................................. 4
1.1. Avaya Aura Contact Center Overview.......................................................................... 5
2. Reference Configuration.......................................................................................................... 5
3. Equipment and Software Validated ......................................................................................... 6
4. Configure Avaya Aura Communication Manager................................................................ 6
4.1. Verify Avaya Aura Communication Manager License................................................. 7
4.2. Configure IP Node Name ................................................................................................. 8
4.3. Configure IP Codec .......................................................................................................... 9
4.4. Configure IP Network Region........................................................................................ 10
4.5. Configure SIP Signaling Group ..................................................................................... 11
4.6. Configure SIP Trunk Group ........................................................................................... 12
4.7. Configure Route Pattern ................................................................................................. 13
4.8. Administer Dial Plan and AAR Analysis....................................................................... 14
4.9. Configure IP Services..................................................................................................... 15
4.10. Administer CTI Link for TSAPI Service ................................................................... 16
4.11. Configure Agent Extensions ....................................................................................... 16
4.12. Save Translation ......................................................................................................... 17
5. Configure Avaya Aura SIP Enablement Services .............................................................. 18
5.1. Access Avaya Aura SIP Enablement Services server Integrated Management console
18
5.2. Configure Avaya Aura Communication Manager Server Interface............................ 21
5.3. Add a Route Entry to the Avaya Aura Communication Manager .............................. 23
5.4. Add Contact Center Manager Server as a Trusted Host ................................................ 24
5.5. Add a Contact for Contact Center Manager Server Pattern ........................................... 25
5.6. Add a Contact for Contact Center Manager Server Pattern ........................................... 27
6. Configure Avaya Aura Application Enablement Services ................................................. 28
6.1. Access the Server Management Console ....................................................................... 28
6.2. Verify Avaya Aura Application Enablement Services License .................................. 29
6.3. Verify Local IP ............................................................................................................... 31
6.4. Administer Switch Connection ...................................................................................... 31
6.5. Administer TSAPI Link ................................................................................................. 34
6.6. Restart TSAPI Service ................................................................................................... 35
6.7. Enable TR87 ................................................................................................................... 36
6.8. Configure Security ......................................................................................................... 37
6.9. Configure Connection to Avaya Aura Contact Center................................................ 38
7. Configure Avaya Aura Contact Center .............................................................................. 54
7.1. Verify License ................................................................................................................ 54
7.2. Start the Contact Center Services ................................................................................... 56
7.3. Login to Avaya Aura Contact Center Manager .......................................................... 56
7.4. Controlled Directory Number (Route point) Configuration .......................................... 57
7.5. Add Media Server .......................................................................................................... 58
7.6. Media Server Configuration ........................................................................................... 59
7.7. Add Communication Controlled Toolkit server............................................................. 61
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1. Introduction
These Application Notes describe how to configure Avaya Aura Communication Manager
5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP Enablement Services
running on Avaya Aura Mid-size Business Template (MBT) to work with Avaya Aura
Contact Center.
Avaya Aura Contact Center uses industry standard SIP and CSTA (TR/87 over SIP) interfaces
to communicate with the Avaya Aura Mid-size Business Template. This SIP-based integration
gives Avaya Aura Contact Center access to and control of Avaya Aura Mid-size Business
Template phones. Avaya Aura Mid-size Business Template benefits from Avaya Aura
Contact Center skill-based routing, call treatments, reporting, and the graphical Service Creation
Environment.
Avaya Aura Contact Center represents the next generation of contact center software. Avaya
Aura Contact Center is a collection of software components that addresses the business
requirements of sophisticated contact center environments. Avaya Aura Contact Center
provides an ability to enables multi-modal communication between customers and agents (Voice,
IM and Email) over SIP infrastructure.
These Application Notes describe a sample configuration for Avaya Aura Contact Center.
Detailed administration of other aspects of Avaya Aura Contact Center or Avaya Aura Midsize Business Template will not be described. For more information on these other
administration actions, see the appropriate documentation listed in Section 9.
Steps described in this document include:
1. Configuration on Avaya Aura Communication Manager to route customer calls to the
Avaya Aura Contact Center. The Avaya Aura Contact Center suite of applications
then provides call treatments, skill-based routing, and reporting.
2. Configuration on Avaya Aura Communication Manager for agent phones (controlled
by Avaya Aura Contact Center) and associated with Agent Desktop clients.
3. Configuration on Avaya Aura SIP Enablement Services (SES) to forward calls, based
on a dial pattern, to the Avaya Aura Contact Center.
Add Avaya Aura Contact Center as a SIP endpoint on Avaya Aura SIP
Enablement Services.
Add a dial pattern which resolves to Avaya Aura Contact Center.
4. Configuration on Avaya Aura Application Enablement Services (AES) to support
CSTA (TR/87 over SIP) call control by the Avaya Aura Contact Center using a
certified Transport Layer Security (TLS) communication channel.
Enable the TR87 port.
Apply TLS Certification.
Add Avaya Aura Contact Center as a trusted host.
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2. Reference Configuration
The following is the Reference configuration used for testing.
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Page
IP PORT CAPACITIES
Maximum Administered H.323 Trunks:
Maximum Concurrently Registered IP Stations:
Maximum Administered Remote Office Trunks:
Maximum Concurrently Registered Remote Office Stations:
Maximum Concurrently Registered IP eCons:
Max Concur Registered Unauthenticated H.323 Stations:
Maximum Video Capable Stations:
Maximum Video Capable IP Softphones:
Maximum Administered SIP Trunks:
Maximum Administered Ad-hoc Video Conferencing Ports:
Maximum Number of DS1 Boards with Echo Cancellation:
Maximum TN2501 VAL Boards:
Maximum Media Gateway VAL Sources:
Maximum TN2602 Boards with 80 VoIP Channels:
Maximum TN2602 Boards with 320 VoIP Channels:
Maximum Number of Expanded Meet-me Conference Ports:
8000
18000
8000
18000
128
100
2400
100
5000
8000
522
10
250
128
128
300
2 of
11
USED
13
0
0
0
0
0
0
2
705
0
0
1
0
0
0
0
(NOTE: You must logoff & login to effect the permission changes.)
Navigate to Page 3 to verify that the ASAI Link Core Capabilities, and Computer Telephony
Adjunct Links customer option is set to y. If this option is not set to y, then contact the Avaya
sales team or business partner for a proper license file.
display system-parameters customer-options
OPTIONAL FEATURES
Abbreviated Dialing Enhanced List?
Access Security Gateway (ASG)?
Analog Trunk Incoming Call ID?
A/D Grp/Sys List Dialing Start at 01?
Answer Supervision by Call Classifier?
ARS?
ARS/AAR Partitioning?
ARS/AAR Dialing without FAC?
ASAI Link Core Capabilities?
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y
n
y
y
y
y
y
y
y
Page
3 of
11
y
y
n
n
n
y
y
y
y
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Navigate to Page 10, and verify that there are sufficient IP_API_A licenses.
display system-parameters customer-options
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID
AgentSC
IP_API_A
IP_Agent
IP_NonAgt
IP_Phone
IP_ROMax
IP_Soft
IP_Supv
IP_eCons
oneX_Comm
Rel.
:
:
:
:
:
:
:
:
:
:
Limit
2400
18000
2400
2400
18000
18000
18000
300
128
18000
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11
Used
0
0
0
0
0
0
0
0
0
0
Page
1 of
IP NODE NAMES
Name
CMM
MedSvcsMedpro1
MedSvcsMedpro2
MedSvcsMedpro3
MedSvcsMedpro4
PUSILAES6113
SILPUMBTAES
SimPSTN
default
ngccmas
procr
ses1
vspGateway
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IP Address
10.0.2.91
10.0.2.96
10.0.2.97
10.0.2.116
10.0.2.117
10.0.2.52
10.0.2.93
10.0.0.234
0.0.0.0
10.0.0.4
10.0.2.90
10.0.2.94
10.0.0.1
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Page
1 of
IP Codec Set
Codec Set: 1
Audio
Codec
1: G.711A
2: G.711MU
3:
4:
5:
6:
7:
Silence
Suppression
n
n
Frames
Per Pkt
3
3
Packet
Size(ms)
30
30
Media Encryption
1: none
2:
3:
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19
IP NETWORK REGION
Region: 1
Location: 1
Authoritative Domain: silpunelabmbt.com
Name:
MEDIA PARAMETERS
Intra-region IP-IP Direct Audio: yes
Codec Set: 1
Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048
IP Audio Hairpinning? n
UDP Port Max: 3329
DIFFSERV/TOS PARAMETERS
RTCP Reporting Enabled? y
Call Control PHB Value: 46
RTCP MONITOR SERVER PARAMETERS
Audio PHB Value: 46
Use Default Server Parameters? y
Video PHB Value: 26
802.1P/Q PARAMETERS
Call Control 802.1p Priority: 6
Audio 802.1p Priority: 6
Video 802.1p Priority: 5
AUDIO RESOURCE RESERVATION PARAMETERS
H.323 IP ENDPOINTS
RSVP Enabled? n
H.323 Link Bounce Recovery? y
Idle Traffic Interval (sec): 20
Keep-Alive Interval (sec): 5
Keep-Alive Count: 5
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1 of
SIGNALING GROUP
Group Number: 1
IMS Enabled? n
IP Video? n
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n
n
y
n
n
6
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21
TRUNK GROUP
Group Number: 1
Group Name: CM-SES
Direction: two-way
Dial Access? n
Queue Length: 100
Service Type: tie
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1:
2:
3:
4:
5:
6:
y
y
y
y
y
y
rest
rest
rest
rest
rest
rest
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
n
n
n
n
n
n
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n
n
n
n
n
n
Page
1 of
DCS/
QSIG
Intw
n
n
n
n
n
n
IXC
user
user
user
user
user
user
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Page
DIAL PLAN ANALYSIS TABLE
Location: all
Dialed
String
0
1
2
3
4
5
6
7
8
9
*
#
Total
Length
1
4
4
4
4
4
4
4
1
1
3
3
Call
Type
attd
ext
aar
ext
aar
ext
ext
aar
fac
fac
dac
dac
Dialed
String
Total Call
Length Type
1 of
Percent Full:
Dialed
String
12
1
Total Call
Length Type
Use Automatic Alternate Routing (AAR) for routing calls with dialed digits 40xx to AACC. Use
the change aar analysis 0 command and add an entry to specify how to route the calls. Enter the
following values for the specified fields and retain the default values for the remaining fields.
Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 40
Total Min:
Minimum number of digits, in this case 4
Total Max:
Maximum number of digits, in this case 4
Route Pattern:
The route pattern number from section 4.7. i.e. 1
Call Type:
aar
change aar analysis 4
Page
AAR DIGIT ANALYSIS TABLE
Location: all
Dialed
String
40
6999
7
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Total
Min Max
4
4
4
4
4
4
Route
Pattern
1
2
1
Call
Type
aar
aar
aar
Node
Num
1 of
Percent Full:
2
1
ANI
Reqd
n
n
n
n
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Service
Type
AESVCS
Enabled
y
Page
IP SERVICES
Local
Port
8765
Local
Node
procr
Remote
Node
1 of
Remote
Port
Page
3 of
AE Services Administration
Server ID
1:
2:
3:
4:
AE Services
Server
SILPUMBTAES
SILPUAES521
PUSILAES6113
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Password
*
*
*
Enabled
y
y
y
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Page
1 of
CTI LINK
CTI Link: 1
Extension: 3001
Type: ADJ-IP
COR: 1
Name: NGCC
CTI LINK
Page
1 of
STATION
Extension:
Type:
Port:
Name:
3011
9620
S00005
AACC_Test
Lock Messages? n
Security Code: 1234
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
0
1
1
1
STATION OPTIONS
Loss Group: 19
Speakerphone:
Display Language:
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?
2-way
english
internal
y
Customizable Labels? y
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Navigate to Page 2 and enter the following values for the specified fields, and retain the default
values for the remaining fields.
Restrict Last Appearance:
y
add station 3011
Page
2 of
STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:
spe
y
n
n
y
n
n
single
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STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
Headset?
Speaker?
Mounting:
Cord Length:
Set Color:
ABBREVIATED DIALING
List1:
List2:
BUTTON ASSIGNMENTS
1: call-appr
2: call-appr
3:
n
n
d
0
List3:
4:
5:
6:
voice-mail Number:
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Login to SIP Enablement Services System Management Interface with appropriate credentials.
On the SES System Management Interface, click Administration SIP Enablement Services
upon successful login.
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In the Integrated Management SIP Server Management page, select the Server
Configuration System Properties link from the left pane of the screen. Verify the SIP
Domain matches the Far-end Domain field value configured for the signaling group in
Communication Manager in Section 4.5. Click on the Update button if a field change was
necessary.
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The following highlighted fields were configured for adding a contact for the CCMS server:
Name:
Provide a name to the map entry
Pattern:
Provide the pattern regular expression.
The expression is in the format:
^sip<Start digit of the contact>[<The allowed
digits>]{<Contact length>}.*
Replace URI:
Uncheck the check box. This replaces the Communication
Manager SIP domain with the SES IP address in the
outgoing messages to Contact Center.
Click on Add and Continue when finished.
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The following highlighted field was configured on Add Host Contact page:
Contact:
Enter the contact regular expression. The expression is in the format:
sip:$(user)@<AACC_IPAddress>:5060;transport=tcp
Click Add and Continue when finished.
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On the AES Web License Manager window, login with appropriate credentials.
Verify that AES is licensed for the TSAPI service, as shown below. If the TSAPI service is not
licensed, contact the Avaya sales team or business partner for a proper license file.
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The following highlighted configurations were done to add the Communication Manager Switch
to the list of switch connections:
Switch Password:
Enter the switch password. This has to be same as what was
entered in Section 4.9.
Confirm Switch Password: Re-enter the same password from Section 4.9.
Msg Period:
Accept the default (30 minutes)
SSL:
Check the check box
Processor Ethernet:
Leave it unchecked
Click on Apply when finished.
The following highlighted configuration was made for enablement of communication between
AES and Communication Manager:
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For the sample configuration, the root cert chain was downloaded in the format defined by Public
Key Cryptography Standard # 7 (PKCS#7), or .p7b, and B64 encoding scheme, and then using
openssl, it was converted in to a PEM. The openssl on CCMS server was used to convert it into
PEM certificate format. Copy the .p7b format root certificate to the Contact Center Manager
Server, into the folder: D:\Avaya\Contact Center\Manager Server\iccm\bin\. Run the
following command to convert the certificate into a PEM format certificate:
openssl pkcs7 -print_certs -in certnew.p7b -out CARootB64PEM.cer
The new PEM format certificate can now be imported by the Application Enablement Service
server.
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The certificate imported successfully message appears when the certificated is imported. Click
Close.
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Click Apply.
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On the Server Certificate Manual Enrollment Request page, copy all the text in the
Certificate Request PEM box into the clipboard. This text is the Certificate Signing Request
(CSR) text. Leave the Server Certificate Manual Enrollment Request page open while you
use the Certificate Signing Request (CSR) text to generate a certificate with Certificate
Authority.
The copied text needs to be signed by the CA server. Go to the CA server web page and select
Request a certificate option.
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Under Advanced Certificate Request select Submit a certificate request by using a base-64encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file
Paste the test selected in the Certificate Request tab of the Certificate Manager under the Saved
Request field on the Submit a Certificate Request or Renewal Request page. Select Web
Server Cert with Client and Server for AES under Certificate Template. Click Submit.
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After submitting the request, download the signed certificate choosing the Base 64 encoded
option and save the certificate.
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The following highlighted configurations were done on Server Certificate Import page:
Certificate Alias:
Select aesservices from the list
Establish Chain of Trust: Select the option
Click Browse, and select the certificate the Certificate Authority. Click Apply.
A Server Certificate Import - Certificate imported successfully, message appears. Click Close.
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Restart the AES Linux server, by going to Maintenance Service Controller on AES
management console and click Restart Linux.
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The Certificate Manager utility is used to Store the Root certificate as well as the signed
certificate from the CA server. Under the Certificate Store Tab the following highlighted fields
were configured:
Full Computer Name (FQDN):
Enter the FQDN of Contact Center
Name of the Organizational Unit: Enter the name of the organization.
Name of Organization:
Enter the name of the organization.
Certificate Store Password:
Enter a string for the password.
Confirm Store Password:
Enter the string again
Click Create Store.
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Under Advanced Certificate Request, select Submit a certificate request by using a base-64encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file.
Paste the test selected in the Certificate Request tab of the Certificate Manager under the Saved
Request field on the Submit a Certificate Request or Renewal Request page. Select Web
Server Cert with Client and Server for AES under Certificate Template. Click Submit.
After Submitting the request, download the signed certificate choosing the DER encoded option
and Save the certificate.
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After adding the certificates successfully they will be shown under Store Maintenance tab.
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Verify that the License Manager Information of the Contact Center is Active.
Ensure that there are adequate licenses available for required contact types.
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The following highlighted fields were set in the Server Properties window:
Type:
Select CCT from the list
Server Name:
Type the Name of the Contact Center Server
IP Address:
Gets populated automatically after providing Server Name
Display Name:
Gets populated automatically after providing Server Name
Port Number:
Set to 8081
Associate CCMS Servers: Select the Contact Center Server radio button.
Click Submit.
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Go to System Configuration Signaling Protocols SIP Nodes and Routes. Provide the
IP address of the Contact Center Server and Save.
Go to System Configuration Media Processing Media Security. Ensure that the Security
Policy is set to SECURITY DISABLED.
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Click the Skillsets heading to expand the branch. Click List All to list all skillsets configured on
the server. From the Priority list for each skillset to assign to the agent, select the priority levels
(For example select Voice and set the priority level 1). Click Submit to save the changes.
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Right click on the agent added above and select Edit Agent. CCMS Agents are associated with a
CCT agent, and a CCT agent is associated with a LDAP user (in this case, a Windows AD user).
Check the Create CCT Agent check box, a CCT agent is automatically created and associated
with the CCMS agent. Click on Associate User Account, so that section gets expanded. Under
Domain Details, select Specify Domain Account radio button and provide the domain name in
Domain Name field. Under Domain Account Details section, provide the User ID
(DomainUser ID) and Password of Domain Administrator of the domain specified. The LDAP
is queried to list all users. Once listed, select the required LDAP user. Once the LDAP user is
selected, the First and Last name of the user are retrieved, and this populates the same fields for
the CCT agent. Click Submit when finished.
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On the SCE Contact Center window, on the left pane click the (+) sign next to the Contact
Server manager name and right click on Applications [Full Control]. Select New
Application. Provide the Application Name and select Script radio button. Click Finish.
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Edit the above created Application script to have the following lines:
queue to skillset default_skillset
wait 2
Save the application.
Right click on the Application Name and select Activate. The message of Application Activation
is displayed.
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8. Verification
This section provides the tests that can be performed to verify proper configuration of
Communication Manager, Application Enablement Services, SIP Enablement Services and
Contact Center.
Page
TRUNK GROUP STATUS
Member
Port
Service State
0001/001
0001/002
0001/003
0001/004
0001/005
0001/006
0001/007
0001/008
0001/009
0001/010
T00011
T00012
T00013
T00014
T00015
T00016
T00017
T00018
T00019
T00020
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
no
no
no
no
no
no
no
no
no
no
Verify the status of the administered CTI links by using the status aesvcs cti-link command.
Verify that the Service State is established for the CTI link numbers administered in Section
4.10, as shown below.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI
Link
1
2
3
Version
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Mnt
Busy
no
no
no
AE Services
Server
Service
State
Msgs
Sent
Msgs
Rcvd
SILPUMBTAES
down
down
established
0
0
15
0
0
15
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The AES server (10.0.2.93) is listening on port 4723. There should be an ESTABLISHED link
between the AES server (10.0.2.93) and CCMS (10.0.0.92).
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To ensure that the SIP enabled Contact Center is working correctly, perform the following steps:
1. Ensure an agent phone is online
2. Log the agent on using the Agent Desktop
3. Direct a voice call towards the system by dialing the CDN number
4. Ensure that the call is treated correctly as specified by the TFE script and that the call is
routed to the available agent
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9. Additional References
This section references the product documentation relevant to these Application Notes. These
documents available at http://support.avaya.com.
[1] Avaya Aura Contact Center Configuration Avaya Aura Unified Communications
Platform Integration, Doc ID NN44400-521 -https://support.avaya.com/css/P8/documents/100093213
[2] Avaya Aura Contact Center Commissioning, Doc ID NN44400-312,
https://support.avaya.com/css/P8/documents/100093189
[3] Avaya Aura Contact Center Overview, Doc ID NN44400-111 -https://support.avaya.com/css/P8/documents/100093163
[4] Avaya Aura Contact Center Fundamentals, Doc ID NN44400-110 -https://support.avaya.com/css/P8/documents/100093161
[5] Avaya Aura Contact Center Installation, Doc ID NN44400-311 -https://support.avaya.com/css/P8/documents/100093186
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Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com
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