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Abstract
These Application Notes describe the administrative steps required to configure Avaya IP
Agent to interoperate with an Avaya Intelligent Branch Solution consisting of Avaya
Communication Manager, Avaya SIP Enablement Services (SES), and Avaya Distributed
Office.
An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised
of products from Avaya and key strategic partners. These solutions are centered at the store
front office to deliver lower costs, and improved service levels and worker productivity at the
edge, while leveraging applications and resources from other store locations and core
headquarters.
An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised of
products from Avaya and key strategic partners. These solutions are centered at the store front
office to deliver lower costs, and improved service levels and worker productivity at the edge,
while leveraging applications and resources from other store locations and core headquarters.
Avaya IP Agent will be configured in telecommuter mode. In telecommuter mode, Avaya IP Agent
registers to Avaya Communication Manager in a core, or headquarters for call control, and the
talkpath is established on a local telephone in the branch location. Presence is available using a
centralized Avaya SES home server in the headquarters.
Typically, as in the sample configuration illustrated in Figure 1, the Avaya SES Edge server is
located in a Headquarters location along with an Avaya SES Home server and Avaya S8700
Series servers running Avaya Communication Manager. Inter-location call routing between
Avaya Distributed Office (Branch Stores A and B) and Avaya SES Home (Headquarters) is
achieved by using unique numeric prefixes for each location and the user extension (prefix +
extension). The Avaya SES Home (Headquarters) server manages SIP requests for the assigned
domain (retail.com) and forwards any requests pertaining to other locations (or domains) based
on assigned prefix to the Avaya SES Edge server. The Avaya SES Edge server manages SIP
requests from all locations/domains, forwarding requests received from Avaya SES Home
servers and Avaya Distributed Office.
.
The Headquarters Location consists of Avaya S8710 Servers controlling a G650 Media
Gateway. Branch A and B are Distributed Office i120 locations utilizing AM110 Application
Modules. Avaya Distributed Office Central Manager (DOCM), which provides remote
administration of each branch in the configuration, is located in the Headquarters.
The Headquarters has access to a simulated PSTN network for incoming customer calls. A
simple skill enabled hunt group will route incoming customer calls to branch sites appropriately.
Equipment Software
Avaya S8710 Servers Avaya Communication Manager 5.0
R015x.00.0.825.4
G650 Media Gateway Avaya
TN2312BP IPSI Avaya HW 10 FW042
TN799DP C-LAN HW 01 FW026
Avaya TN2302AP MEDPRO HW 02 FW030
Avaya SIP Enablement Services R 5.0
Home Server SES-5.0.0.0-825.31
Edge Server SES-5.0.0.0-825.31
Avaya S8300C Server Communication Manager 5.0
Avaya G350 Media Gateway R015x.00.0.825.4
It is also assumed that Avaya IP Agent has been installed on a PC in each branch of the
configuration, with contacts available for use with instant messaging. See [5] for more details.
Step Description
1. On Page 6 of the system parameters customer-options form, verify that the following
Call Center Elite features are set to ‘y’.
display system-parameters customer-options Page 6 of 11
CALL CENTER OPTIONAL FEATURES
3. Enter the change system-parameters features command. Navigate to Page 11 and verify
that Expert Agent Selection (EAS) Enabled is set to ‘y’.
VECTORING
Converse First Data Delay: 0 Second Data Delay: 2
Converse Signaling Tone (msec): 100 Pause (msec): 70
Prompting Timeout (secs): 10
Interflow-qpos EWT Threshold: 2
Reverse Star/Pound Digit For Collect Step? n
Available Agent Adjustments for BSR? n
BSR Tie Strategy: 1st-found
Store VDN Name in Station's Local Call Log? n
SERVICE OBSERVING
Service Observing: Warning Tone? y or Conference Tone? n
Service Observing Allowed with Exclusion? n
Allow Two Observers in Same Call? y
BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n
Step Description
1. Enter the change feature-access-codes command. Navigate to Page 5, and enter FACs
that are valid under the provisioned dial plan for the following bolded fields.
change feature-access-codes Page 5 of 9
FEATURE ACCESS CODE (FAC)
Step Description
1. Enter the add hunt group X command., where ‘X’ is a valid unused hunt group number.
Enter a descriptive name for Group Name. Enter an unused valid extension for Group
Extension. Enter ‘ucd-mia’ for Group Type. This allows ACD calls to route to the most
idle agent based on when the agent finished the most recent call. Set ACD, Queue, and
Vector to ‘y’.
Step Description
1. Enter the add agent-loginID X command., where ‘X’ is a valid unused extension. Enter a
descriptive agent name for Name. Enter and re-enter the agent password in the Password
and Password (enter again) fields, respectively.
2. On Page 2, assign the hunt group administered in Section 4.3 for SN. Set skill level (SL)
to ‘1’, which is the highest priority.
SN RL SL SN RL SL SN RL SL SN RL SL
1: 100 1 16: 31: 46:
2: 17: 32: 47:
3: 18: 33: 48:
Step Description
1. To create a new station, with Avaya IP Agent capabilities, enter the add station X
command where ‘X’ is an unused station number. Set IP Softphone to ‘y’ to indicate that
this extension is either a PC-based multifunction station or part of a telecommuter complex
with a call-back audio connection. Enter a phone type (4621 was used here) in the Type
field, and give a descriptive name for the station in the Name field. The Port field will
default to ‘IP’, as this is an Avaya IP telephone. Enter an appropriate Security Code.
IP Video Softphone? n
Customizable Labels? y
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 5: auto-in Grp:
2: call-appr 6: manual-in Grp:
3: call-appr 7: release
4: aux-work RC: Grp: 8:
Step Description
1. Avaya SIP Enablement Services is configured using a web browser. Set the URL of the
browser to http://IP-address/admin, where IP-address is the IP address of the Avaya SES
edge server. Enter the login, followed by the password when prompted.
3. From the left pane of the Administration web interface, expand the Users option and
select Add. This displays the Add User screen. Fill in the required fields, which are
indicated by an * next to the field. Enter a descriptive value in the Primary Handle field.
The Host field should be set to the IP address or Host Name of the Avaya SIP
Enablement Services Home server. Click the Add button when complete.
Step Description
1. By default, instant messaging is not enabled in Avaya IP Agent. To enable instant
messaging in Avaya IP Agent:
• Select ToolsÆProgram Options in the main window of Avaya IP Agent (not
shown).
• The General Settings window is displayed as shown below.
• To enable instant messaging, place a check mark in the Enable Instant
Messaging Feature check box.
• Click OK when complete.
Step Description
1. From the Avaya IP Agent Main window, select Instant MessagingÆIM Wizard to
launch the Instant Messaging Setup Wizard. On the first screen of the Wizard, select
Yes, continue with configuration. Click Next to continue.
Select the Remember password for next login session if it’s desired not to reenter a
password on every login attempt. Press Next to continue.
Step Description
1. From the Avaya IP Agent Main window, select FileÆStation Login. The Login screen
appears. Enter the following information:
• Extension: Enter the extension created back in Section 4.5
• Password: Enter the password for the station created back in Section 4.5.
• Configuration: Select Telecommuter.
• Call Server Address: Enter the IP address for the CLAN board from the G650
located in the Headquarters.
• Telephone At: Enter the local telephone number at the branch site, using the
following formula: (AAR FAC) (private trunk ID) (telephone number). For these
Application Notes, the number 8299209 was used to represent a station in Branch
A, where 8 is the AAR FAC, 299 is the private trunk ID, and 209 is the extension.
• Select Log into Avaya instant messaging server to enable instant messaging.
• Click Log In when complete.
8. Conclusion
These Application Notes have provided the details on configuring Avaya IP Agent in
telecommuter mode with presence in an Avaya Intelligent Branch Solution.
9. Additional References
See the following Application Notes addressing Avaya Communication Manager, Avaya SES,
Avaya Distributed Office, and Avaya IP Agent configuration at http://support.avaya.com.
[1] Administrator Guide for Avaya Communication Manager R5.0, January 2008, Document
Number 03-300509.
[2] Administering SIP Enablement Services on the Avaya S8300 Server, January 2008,
Document Number 03-602508.
[3] Administration for Network Connectivity for Avaya Communication Manager R5.0, January
2008, Document Number 555-233-504 Issue 13.
[4] Sample Configuration for SIP Private Networking among Avaya Distributed Office sites and
Avaya Communication Manager Release 5 with Co-Resident SES Home – Issue 1.0.
[5] Avaya IP Agent Release 7.0 Installation and User Guide, September 2007, Document ID
125770.
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