Avaya Con Verint Audiolog

Avaya Solution & Interoperability Test Lab
Application Notes for Verint Audiolog with Avaya Aura

Communication Manager Using Avaya Aura Application
Enablement Services 6.1.2 Issue 1.0
Abstract
These Application Notes describe the configuration steps required for Verint Audiolog to
interoperate with Avaya Aura Communication Manager and Avaya Aura Application
Enablement Services 6.1.2. Verint Audiolog is a call recording solution.
In the compliance testing, Verint Audiolog used the Telephony Services Application
Programming Interface from Avaya Aura Application Enablement Services to monitor
contact center devices on Avaya Aura Communication Manager, and used the Device,
Media, and Call Control interface from Avaya Aura Application Enablement Services along
with the Single Step Conference feature to capture media associated with the monitored agents
for call recording.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
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Solution & Interoperability Test Lab Application Notes

2012 Avaya Inc. All Rights Reserved.
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1. Introduction
interoperate with Avaya Aura Communication Manager and Avaya Aura Application
Enablement Services 6.1.2. Verint Audiolog is a call recording solution.
In the compliance testing, Verint Audiolog used the Telephony Services Application
Programming Interface (TSAPI) from Avaya Aura Application Enablement Services to
monitor contact center devices on Avaya Aura Communication Manager, and used the Device,
Media, and Call Control (DMCC) interface from Avaya Aura Application Enablement
Services along with the Single Step Conference feature to capture media associated with the
monitored agents for call recording.
The TSAPI interface is used by Verint Audiolog to monitor skill groups and agent station
extensions, and the DMCC interface is used by Verint Audiolog to register virtual IP softphones.
When there is an active call at the monitored agent, Verint Audiolog is informed of the call via
event reports from the TSAPI interface. Verint Audiolog starts the call recording by using the
Single Step Conference feature from the TSAPI interface to add a virtual IP softphone to the
active call to obtain the media. The TSAPI event reports are also used to determine when to stop
the call recordings.
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2. General Test Approach and Test Results

The feature test cases were performed both automatically and manually. Upon start of the
Audiolog application, the application automatically registers the virtual IP softphones to
Communication Manager using DMCC, and requests monitoring for the skill groups and agent
stations using TSAPI.
For the manual part of the testing, each call was handled manually on the agent with generation
of unique audio content for the recordings. Necessary user actions such as hold and reconnect
were performed from the agent telephones to test the different call scenarios.
The serviceability test cases were performed manually by disconnecting/reconnecting the
Ethernet cable to Audiolog.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent
to the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect members solution.
2.1. Interoperability Compliance Testing

The interoperability compliance test included feature and serviceability testing.
The feature testing focused on verifying the following on Audiolog:
Handling of TSAPI messages in the areas of event notification and value queries.
Use of DMCC registration services to register the virtual IP softphones.
Use of TSAPI call control services to activate Single Step Conference for the virtual IP
softphones.
Use of DMCC monitoring services and media control events to obtain the media from the
virtual IP softphones.
Proper recording, logging, and playback of calls for scenarios involving inbound, outbound,
internal, external, ACD, non-ACD, hold, reconnect, simultaneous, conference, and transfer.
The serviceability testing focused on verifying the ability of the Audiolog to recover from
adverse conditions, such as disconnecting/reconnecting the Ethernet cable to Audiolog.
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2.2. Test Results

All test cases were executed and verified. The following were observations on Audiolog from
the compliance testing.
Simultaneous calls at the agent station are captured into one recording entry.
The held duration is captured in the recording and included the audio stream from the
customer end.
Agent state query with a text string was used as a TSAPI heartbeat mechanism.
The DMCC session reset timer was twice the recommended frequency.
A registry change is necessary to prevent registration of more softphones than configured.
A registry addition is necessary to avoid use of Application Enablement Services system
login for DMCC exchanges.
2.3. Support
Technical support on Audiolog can be obtained through the following:
Phone: (866) 787-2020
Email: ESSupport@verint.com
Web: http://online.verint.com
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3. Reference Configuration
The detailed administration of basic connectivity between Communication Manager and
Application Enablement Services, and of contact center devices are not the focus of these
Application Notes and will not be described.
In the compliance testing, Audiolog monitored the skill group and agent station extensions
shown in the table below.
Device Type
VDN
Extension
62005, 62006
Skill Group
65555, 65556
Supervisor Station
65000
Agent Station
65001, 65002
Agent ID
65881, 65882
Figure 1: Compliance Testing Configuration
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4. Equipment and Software Validated

The following equipment and software were used for the sample configuration provided:
Equipment
Software
Avaya Aura Communication Manager on

Avaya S8800 Server
6.0.1 SP8
(R016x.00.1.510.1-19736)
Avaya G650 Media Gateway

TN799DP C-LAN Circuit Pack
TN2302AP IP Media Processor
HW01 FW040
HW12 FW121
Avaya Aura Application Enablement Services
6.1.2
Avaya 1616 IP Deskphone (H.323)
1.302S
Avaya 9621G IP Deskphone (H.323)
6.020S
Avaya 9650 IP Deskphone (H.323)
3.1000
Verint Audiolog on
Windows Server 2008
Avaya TSAPI Windows Client (csta32.dll)
Avaya DMCC SDK
5.0.16 SP1 HFR1

R2 Standard SP1
6.1.0.396
5.2
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5. Configure Avaya Aura Communication Manager

This section provides the procedures for configuring Communication Manager. The procedures
include the following areas:
Verify license
Administer CTI link
Administer virtual IP softphones
5.1. Verify License

Log in to the System Access Terminal (SAT) to verify that the Communication Manager license
has proper permissions for features illustrated in these Application Notes. Use the display
system-parameters customer-options command to verify that the Computer Telephony
Adjunct Links customer option is set to y on Page 3. 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?
ASAI Link Plus Capabilities?
Async. Transfer Mode (ATM) PNC?
Async. Transfer Mode (ATM) Trunking?
ATM WAN Spare Processor?
ATMS?
Attendant Vectoring?
y
n
y
y
y
y
y
y
n
n
n
n
n
y
y
Page
3 of
Audible Message Waiting?

Authorization Codes?
CAS Branch?
CAS Main?
Change COR by FAC?
Computer Telephony Adjunct Links?
Cvg Of Calls Redirected Off-net?
DCS (Basic)?
DCS Call Coverage?
DCS with Rerouting?
11
y
y
n
n
n
y
y
y
y
y
Digital Loss Plan Modification? y

DS1 MSP? y
DS1 Echo Cancellation? y
5.2. Administer CTI Link

Add a CTI link using the add cti-link n command, where n is an available CTI link number.
Enter an available extension number in the Extension field. Note that the CTI link number and
extension number may vary. Enter ADJ-IP in the Type field, and a descriptive name in the
Name field. Default values may be used in the remaining fields.
add cti-link 1
Page
1 of
CTI LINK
CTI Link: 1
Extension: 60100
Type: ADJ-IP
COR: 1
Name: TSAPI Link
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5.3. Administer Virtual IP Softphones

Add a virtual softphone using the add station n command, where n is an available extension
number. Enter the following values for the specified fields, and retain the default values for the
remaining fields.
Type:
Name:
Security Code:
IP SoftPhone:
Any IP telephone type allowing multiple buttons, such as 4621.

A descriptive name.
A desired value.
y
add station 65991
Page
1 of
STATION
Extension:
Type:
Port:
Name:
65991
4621
IP
Verint softphone #1
Lock Messages? n
Security Code: 65990
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
0
1
1
1
STATION OPTIONS
Time of Day Lock Table:
Personalized Ringing Pattern:
Message Lamp Ext:
Mute Button Enabled?
Expansion Module?
Loss Group: 19
Speakerphone:
Display Language:
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?
2-way
english
internal
y
1
65991
y
n
Media Complex Ext:

IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default
Customizable Labels? Y
Repeat this section to administer the desired number of virtual IP softphones. In the compliance
testing, two virtual IP softphones were administered as shown below, to allow for simultaneous
recording of two monitored agent stations in Section 3.
Note that Audiolog requires the virtual IP softphones to be configured with the same security
code and with sequential extension numbers.
list station 65991 count 2
STATIONS
Ext/
Hunt-to
Port/
Type
Name/
Surv GK NN
65991
S00009
4621
S00020
4621
Verint softphone #1
65992
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Move
Room/
Data Ext
Cv1/ COR/ Cable/

Cv2 COS Jack
1
no
Verint softphone #2
no

1
1
1
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6. Configure Avaya Aura Application Enablement Services

This section provides the procedures for configuring Application Enablement Services. The
procedures include the following areas:
Verify license
Launch OAM interface
Administer TSAPI link
Administer H.323 gatekeeper
Disable security database
Restart TSAPI service
Obtain Tlink name
Administer Verint user
Enable DMCC unencrypted port
6.1. Verify License

Access the Web License Manager interface by using the URL https://ip-address:52233/
WebLM/ index.jsp in an Internet browser window, where ip-address is the IP address of the
license server.
The Web License Manager screen is displayed. Log in using the appropriate credentials.
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The Web License Manager screen below is displayed. Select Licensed Products >
APPL_ENAB > Application_Enablement in the left pane, to display the Licensed Features
screen in the right pane.
Verify that there are sufficient licenses for TSAPI Simultaneous Users and Device Media and
Call Control, as shown below.
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6.2. Launch OAM Interface

Access the OAM web-based interface by using the URL https://ip-address in an Internet
browser window, where ip-address is the IP address of the Application Enablement Services
server.
The Please login here screen is displayed. Log in using the appropriate credentials.
The Welcome to OAM screen is displayed next.
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6.3. Administer TSAPI Link

To administer a TSAPI link, select AE Services > TSAPI > TSAPI Links from the left pane.
The TSAPI Links screen is displayed, as shown below. Click Add Link.
The Add TSAPI Links screen is displayed next.

The Link field is only local to the Application Enablement Services server, and may be set to
any available number. For Switch Connection, select the relevant switch connection from the
drop-down list. In this case, the existing switch connection S8800 is selected. For Switch
CTI Link Number, select the CTI link number from Section 5.2. Retain the default values in
the remaining fields, and click Apply Changes.
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6.4. Administer H.323 Gatekeeper

Select Communication Manager Interface > Switch Connections from the left pane. The
Switch Connections screen shows a listing of the existing switch connections.
Locate the connection name associated with the relevant Communication Manager, in this case
S8800, and select the corresponding radio button. Click Edit H.323 Gatekeeper.
The Edit H.323 Gatekeeper screen is displayed. Enter the IP address of a C-LAN circuit pack
or the Processor C-LAN on Communication Manager to be used as H.323 gatekeeper, in this
case 10.32.32.12 as shown below. Click Add Name or IP.
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6.5. Disable Security Database

Select Security > Security Database > Control from the left pane, to display the SDB Control
for DMCC, TSAPI, JTAPI and Telephony Web Services screen in the right pane. Uncheck
both fields below, and click Apply Changes.
6.6. Restart TSAPI Service

Select Maintenance > Service Controller from the left pane, to display the Service Controller
screen in the right pane. Check the TSAPI Service, and click Restart Service.
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6.7. Obtain Tlink Name

Select Security > Security Database > Tlinks from the left pane. The Tlinks screen shows a
listing of the Tlink names. A new Tlink name is automatically generated for the TSAPI service.
Locate the Tlink name associated with the relevant switch connection, which would use the
name of the switch connection as part of the Tlink name. Make a note of the associated Tlink
name, to be used later for configuring Audiolog.
In this case, the associated unencrypted Tlink name is AVAYA#S8800#CSTA#AES2-S8800.
Note the use of the switch connection S8800 from Section 6.3 as part of the Tlink name.
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6.8. Administer Verint User

Select User Management > User Admin > Add User from the left pane, to display the Add
User screen in the right pane.
Enter desired values for User Id, Common Name, Surname, User Password, and Confirm
Password. For CT User, select Yes from the drop-down list. Retain the default value in the
remaining fields. Click Apply at the bottom of the screen (not shown below).
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6.9. Enable DMCC Unencrypted Port

Select Networking > Ports from the left pane, to display the Ports screen in the right pane.
In the DMCC Server Ports section, select the radio button for Unencrypted Port under the
Enabled column, as shown below.
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7. Configure Verint Audiolog

This section provides the procedures for configuring Audiolog. The procedures include the
following areas:
Launch Audiolog Server
Administer components
Administer VoIP configuration
Administer CTILink
Administer integration
Administer session and channel registry
Administer special parameters registry
The configuration of Audiolog is performed by Verint system engineers and resellers. The
procedural steps are presented in these Application Notes for informational purposes.
7.1. Launch Audiolog Server

From the Audiolog server, select Start All Programs Audiolog Server Audiolog
Server to launch Audiolog Server. The screen below is displayed. In the Manager section,
select the configuration icon shown below.
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The Please Logon screen is displayed. Log in using the appropriate credentials.
7.2. Administer Components

The Configuration Manager screen is displayed next. Select Components.
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The Components screen is displayed. In the General tab, check Enable CTILink and Enable
VAM VoIP, and retain the default values in the remaining fields.
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7.3. Administer VoIP Configuration

From the Configuration Manager screen shown in Section 7.2, select VoIP Configuration to
display the VoIP Configuration screen shown below. Enter the following values for the
specified fields, and retain the default values for the remaining fields.
RTP Driver:
Enable Share Read for Wav:
CMAPI Capture IP:
CMAPI Password:
CMAPI PBX IP:
CMAPI Soft Phone Extension Base:
CMAPI Number of Soft Phones:
AVAYA CMAPI SSC

Check this field.
IP address of the Audiolog server.
Virtual IP softphone credentials from Section 5.3.
IP address of H.323 gatekeeper from Section 6.4.
Starting IP softphone extension from Section 5.3.
Total number of IP softphones from Section 5.3.
Click on VoIP NIC Manager to display the Add/Remove Adapter screen below. Select the
appropriate adapter, and click Set as Capture NIC.
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7.4. Administer CTILink

From the Configuration Manager screen shown in Section 7.2, select CTILink to display the
CTILink Configuration screen shown below. In the General Link tab, enter 127.0.0.1 for
Server Name 1, and retain the default values in the remaining fields.
Select the Options / Devices tab. Check Enable Free Seating and Enable Service Observe.
Note that the feature names are reversed on this screen, as Enable Service Observe enables the
Single Step Conference method to be used.
In the compliance testing, Enable Query Device Info and Enable Snapshot Device were
enabled for message verification purposes. Uncheck Enable Device AUX, and retain the default
values in the remaining fields.
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Select the CT Server tab. In the compliance testing, Enable Logon and Enable Logoff were
enabled for message verification purposes. Retain the default values in the remaining fields, and
click IntelliLink Configuration Utility.
The IntelliLink Configuration Utility screen is displayed. Select IntelliLink Avaya

Communication Manager TSAPI from the left pane. Select the General tab in the right
pane.
For Server Name, enter the Tlink name from Section 6.7. For Login ID and Password, enter
the Verint user credentials from Section 6.8. Retain the default values in the remaining fields.
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7.5. Administer Integration

From the Configuration Manager screen shown in Section 7.2, select Integration to display
the Integration screen shown below.
In the Agent Maintenance section, follow [4] to add an entry for each agent ID from Section 3
with applicable names. In the compliance testing, two entries with agent IDs of 65881 and
65882 were created.
In the Device Maintenance section, follow [4] to add an entry for each agent station from
Section 3. Check Enable and PM, select the appropriate agent ID from the Agent drop-down
list, and the Agent Name will be filled out automatically. In the compliance testing, two entries
with station extensions of 65001 and 65002 were created.
Continue in the Device Maintenance section, follow [4] to add an entry for each skill group
from Section 3. Check Enable. In the compliance testing, two entries with skill group
extensions of 65555 and 65556 were created.
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7.6. Administer Session and Channel Registry

From the Audiolog server, select Start Run, and enter regedit to display the Registry
Editor screen. Navigate to Computer HKEY_LOCAL_MACHINE SOFTWARE
Comverse VAM Unit 1 Modules 1 VOIP, as shown below.
Update Max Open Session Count and NumOfChannels to contain the total number of virtual
IP softphones from Section 5.3. This registry setting will prevent Audiolog from registering
more softphones than there are configured.
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7.7. Administer Special Parameters Registry

Navigate to Computer HKEY_LOCAL_MACHINE SOFTWARE Comverse.
Right click on Comverse, select New Key, and enter SpecialParams to create the new key
directory shown in the left pane below.
Right click on the newly created SpecialParams directory, and select New String Value to
create two string values CMAPI_UserName and CMAPI_Password shown below. Update the
Data value for the two strings to contain the Verint user credentials from Section 6.8.
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8. Verification Steps
This section provides the tests that can be performed to verify proper configuration of Avaya
Aura Communication Manager, Avaya Aura Application Enablement Services, and Verint
Audiolog.
8.1. Verify Avaya Aura Communication Manager

On Communication Manager, verify the status of the administered CTI link by using the status
aesvcs cti-link command. Verify that the Service State is established for the CTI link
number administered in Section 5.2, as shown below.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI
Link
Version
Mnt
Busy
AE Services
Server
Service
State
Msgs
Sent
Msgs
Rcvd
1
2
no
no
AES2-S8800
established
down
30
0
30
0
Verify the registration status of the recording devices by using the list registered-ip-stations
command. Verify that there is an entry for each virtual IP softphone from Section 5.3, with the
client IP address of Application Enablement Services as Station IP Address, as shown below.
list registered-ip-stations
REGISTERED IP STATIONS
Station Ext
or Orig Port
------------65000
65001
65002
65991
65992
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Set Type/
Net Rgn
--------9650
1
1616
1
9620
1
4621
1
4621
1
Prod ID/
TCP Station IP Address/
Release
Skt Gatekeeper IP Address
---------- --- --------------------------------------IP_Phone
y 10.32.39.110
3.1000
10.32.32.12
IP_Phone
y 10.32.39.105
1.302S
10.32.32.12
IP_Phone
y 10.32.39.108
6.020S
10.32.32.12
IP_API_A
y 10.32.32.66
3.2040
10.32.32.12
IP_API_A
y 10.32.32.66
3.2040
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8.2. Verify Avaya Aura Application Enablement Services

On Application Enablement Services, verify the status of the TSAPI link by selecting Status >
Status and Control > TSAPI Service Summary from the left pane. The TSAPI Link Details
screen is displayed.
Verify the Status is Talking for the TSAPI link administered in Section 6.3, and that the
Associations column reflects the number of monitored devices from Section 3.
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Verify the status of the DMCC link by selecting Status > Status and Control > DMCC Service
Summary from the left pane. The DMCC Service Summary Session Summary screen is
displayed.
In the lower portion of the screen, verify that the User column shows an active session with the
Verint user name from Section 6.8, and that the # of Associated Devices column reflects the
number of recording softphones from Section 7.3.
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8.3. Verify Verint Audiolog

Access the Audiolog web-based interface by using the URL https://ip-address/mir in an
Internet browser window, where ip-address is the IP address of the Audiolog server. Select the
appropriate Audiolog Server, and log in using the appropriate credentials.
The screen below is displayed next. Select the desired agents from the left pane and click Go.
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The screen is updated with a list of call recordings. Verify that there is an entry reflecting the
last call, with proper values in the relevant fields.
Double click on the speaker icon to listen to the playback. Verify that the screen is updated and
that the call recording is played back.
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9. Conclusion
successfully interoperate with Avaya Aura Communication Manager and Avaya Aura
Application Enablement Services 6.1.2. All feature and serviceability test cases were completed
with observations noted in Section 2.2.
10. Additional References

This section references the product documentation relevant to these Application Notes.
1. Administering Avaya AuraTM Communication Manager, Document 03-300509, Issue 6.0,
Release 6.0, June 2010, available at http://support.avaya.com.
2. Avaya Aura Application Enablement Services Administration and Maintenance Guide,
Release 6.1, Issue 2, February 2011, available at http://support.avaya.com.
3. Audiolog CTI Integration Note, Avaya Communication Manager, Using TSAPI on AES,
DMCC (CMAPI Softphone), Version R, April 2012, CTI_IL_008, available at
http://online.verint.com.
4. Audiolog Version 5 SP1, Audiolog Recorder Installation Guide, Version M, June 2012,
available at http://online.verint.com.
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2012
Avaya Inc. All Rights Reserved.

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 DevConnect
Program at devconnect@avaya.com.
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Avaya Solution & Interoperability Test Lab

Application Notes for Verint Audiolog with Avaya Aura

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

2. General Test Approach and Test Results

2.1. Interoperability Compliance Testing

Solution & Interoperability Test Lab Application Notes

2.2. Test Results

Solution & Interoperability Test Lab Application Notes

Figure 1: Compliance Testing Configuration

Solution & Interoperability Test Lab Application Notes

4. Equipment and Software Validated

Avaya Aura Communication Manager on

Avaya G650 Media Gateway

Avaya Aura Application Enablement Services

Avaya 1616 IP Deskphone (H.323)

Avaya 9621G IP Deskphone (H.323)

Avaya 9650 IP Deskphone (H.323)

5.0.16 SP1 HFR1

Solution & Interoperability Test Lab Application Notes

5. Configure Avaya Aura Communication Manager

5.1. Verify License

Audible Message Waiting?

Digital Loss Plan Modification? y

5.2. Administer CTI Link

Solution & Interoperability Test Lab Application Notes

5.3. Administer Virtual IP Softphones

Any IP telephone type allowing multiple buttons, such as 4621.

add station 65991

Media Complex Ext:

Cv1/ COR/ Cable/

Solution & Interoperability Test Lab Application Notes

6. Configure Avaya Aura Application Enablement Services

6.1. Verify License

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

6.2. Launch OAM Interface

The Welcome to OAM screen is displayed next.

Solution & Interoperability Test Lab Application Notes

6.3. Administer TSAPI Link

The Add TSAPI Links screen is displayed next.

Solution & Interoperability Test Lab Application Notes

6.4. Administer H.323 Gatekeeper

Solution & Interoperability Test Lab Application Notes

6.5. Disable Security Database

6.6. Restart TSAPI Service

Solution & Interoperability Test Lab Application Notes

6.7. Obtain Tlink Name

Solution & Interoperability Test Lab Application Notes

6.8. Administer Verint User

Solution & Interoperability Test Lab Application Notes

6.9. Enable DMCC Unencrypted Port

Solution & Interoperability Test Lab Application Notes

7. Configure Verint Audiolog

7.1. Launch Audiolog Server

Solution & Interoperability Test Lab Application Notes

7.2. Administer Components

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

7.3. Administer VoIP Configuration

AVAYA CMAPI SSC

Solution & Interoperability Test Lab Application Notes

7.4. Administer CTILink

Solution & Interoperability Test Lab Application Notes