aacc-mbt

8/10/2019 aacc-mbt

1/76

VI; Reviewed:SPOC 04/12/2011

Solution & Interoperability Test Lab Application Notes2011 Avaya Inc. All Rights Reserved.

1 of 76AACC-MBT

Avaya Solution & Interoperability Test Lab

Application Note for Configuring Avaya Aura ContactCenter 6.1 with Avaya Aura Communication Manager 5.2,Avaya Aura Application Enablement Server 5.2.1 andAvaya Aura SIP Enablement Services 5.2.1 Issue 1.0

Abstract

These Application Notes describe how to configure Avaya Aura Communication Manager5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP EnablementServices release 5.2.1 running on a Avaya Aura Mid-size Business Template (MBT) to workwith 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-basedintegration gives Avaya Aura Contact Center access to and control of Avaya Mid-sizeBusiness Template phones. Avaya Mid-size Business Template benefits from Avaya Aura Contact Center skill-based routing, call treatments, reporting, and the graphical ServiceCreation Environment.

8/10/2019 aacc-mbt

2/76



2 of 76AACC-MBT

TABLE OF CONTENTS1. 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

8/10/2019 aacc-mbt

3/76

8/10/2019 aacc-mbt

4/76



4 of 76AACC-MBT

1. IntroductionThese Application Notes describe how to configure Avaya Aura Communication Manager5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP Enablement Servicesrunning on Avaya Aura Mid-size Business Template (MBT) to work with Avaya AuraContact Center.

Avaya Aura Contact Center uses industry standard SIP and CSTA (TR/87 over SIP) interfacesto communicate with the Avaya Aura Mid-size Business Template. This SIP-based integrationgives Avaya Aura Contact Center access to and control of Avaya Aura Mid-size BusinessTemplate phones. Avaya Aura Mid-size Business Template benefits from Avaya AuraContact Center skill-based routing, call treatments, reporting, and the graphical Service CreationEnvironment.

Avaya Aura Contact Center represents the next generation of contact center software. AvayaAura 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 Mid-size Business Template will not be described. For more information on these otheradministration 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 applicationsthen 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, basedon a dial pattern, to the Avaya Aura Contact Center.

Add Avaya Aura Contact Center as a SIP endpoint on Avaya Aura SIPEnablement 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.

8/10/2019 aacc-mbt

5/76



5 of 76AACC-MBT

1.1. Avaya Aura Contact Center OverviewBelow is a brief description of the important servers of Avaya Aura Contact Center:

Contact Center Manager Server is a core component that provides intelligent routingcapability for voice and multimedia contacts to route contacts to the most qualified agent.

The most qualified agent is the agent with the appropriate ability to handle the type ofcontact.

Contact Center License Manager is used for central licensing and control of all ContactCenter components and features across the Contact Center suite (Contact Center ManagerServer, Contact Center Manager Administration, Communication Control Toolkit, andContact Center Multimedia)

Contact Center Manager Server Utility to monitor and maintain Contact CenterManager Server. The Contact Center Manager Server Utility provides functionality that isnot available through Contact Center Manager Administration.

Contact Center Manager Administration is a browser-based tool for contact centeradministrators and supervisors.

Communication Control Toolkit has the Communication Control Toolkit server, whichis the component that manages client sessions.

Media Application Server handles voice contacts automatically without agentinteraction. Media Application Server allows both automatic voice responses and agentsto work with the customers to handle incoming voice contacts.

2. Reference ConfigurationThe following is the Reference configuration used for testing.

Figure 1: Avaya Aura Contact Center Configuration Overview

8/10/2019 aacc-mbt

6/76



6 of 76AACC-MBT

3. Equipment and Software ValidatedThe following equipment and software were used for the sample configuration provided:

Hardware Device Description Software Versions TestedAvaya Aura Mid-size Business Templateon Avaya S8800 server

Avaya Aura Mid-size Business Template5.2.1.3.6VSP 1.1.1.95.2

Avaya Aura Contact Center 6.1 SP2Avaya one-X Deskphone Edition for9600 series IP Telphones

FW3.110b

Avaya one-X Communicator (H.323) R6.0Avaya Aura Communication Manageron Avaya Aura Mid-size BusinessTemplate

Avaya Aura Communication Manager R5.2.1R015x.02.1.016.4

Avaya Aura Application EnablementServer on Avaya Aura Mid-sizeBusiness Template

Avaya Aura Application EnablementR5-2-1-103-0 with 5.2.1_SuperPatch2

Avaya Aura SIP Enablement Serviceson Avaya Aura Mid-size BusinessTemplate

Avaya Aura SIP Enablement ServicesR5.2.1.0-016.4

4. Configure Avaya Aura Communication ManagerThis section describes the procedure for setting up:

1. A SIP trunk between Communication Manager and SIP Enablement Services. The stepsinclude setting up an IP codec set, an IP network region, an IP node name, a signalinggroup, a trunk group, and a SIP station.

2. Communication Manager configuration for communication with Application EnablementServices (AES) in order to facilitate the station control originating from the ContactCenter to AES (TR87) communication (CTI Link in CM).

3. Steps to configure H.323 stations which are supported as Contact Center agent phones.

These steps are performed from the Communication Manager System Access Terminal (SAT)interface. The highlights in the following screens indicate the values used. Default values may

be used for all other fields.

8/10/2019 aacc-mbt

7/76



7 of 76AACC-MBT

4.1. Verify Avaya Aura Communication Manager LicenseUse the display system-parameters customer-options command. Navigate to Page 2 , andverify that there is sufficient remaining capacity for SIP trunks by comparing the MaximumAdministered SIP Trunks field value with the corresponding value in the USED column. The

difference between the two values needs to be greater than or equal to the desired number ofsimultaneous SIP trunk connections. The license file installed on the system controls themaximum permitted. If there is insufficient capacity or a required feature is not enabled, contactan authorized Avaya sales representative to make the appropriate changes.

display system-parameters customer-options Page 2 of 11OPTI ONAL FEATURES

I P PORT CAPACI TI ES USEDMaxi mum Admi ni st er ed H. 323 Tr unks: 8000 13

Maxi mum Concur r ent l y Regi st ered I P St at i ons: 18000 0Maxi mum Admi ni st er ed Remot e Of f i ce Tr unks: 8000 0

Maxi mum Concurr ent l y Regi st er ed Remot e Of f i ce St at i ons: 18000 0

Maxi mum Concurr ent l y Regi st er ed I P eCons: 128 0Max Concur Regi st er ed Unaut hent i cat ed H. 323 St at i ons: 100 0Maxi mum Vi deo Capabl e St at i ons: 2400 0

Maxi mum Vi deo Capabl e I P Sof t phones: 100 2 Maximum Administered SIP Trunks: 5000 705

Maxi mum Admi ni st er ed Ad- hoc Vi deo Conf erenci ng Por t s: 8000 0Maxi mum Number of DS1 Boards wi t h Echo Cancel l at i on: 522 0

Maxi mum TN2501 VAL Boar ds: 10 1Maxi mum Medi a Gat eway VAL Sources : 250 0

Maxi mum TN2602 Boar ds wi t h 80 VoI P Channel s: 128 0Maxi mum TN2602 Boar ds wi t h 320 VoI P Channel s: 128 0

Maxi mum Number of Expanded Meet - me Conf er ence Por t s: 300 0

( NOTE: You must l ogof f & l ogi n t o ef f ect t he permi ssi on changes. )

Navigate to Page 3 to verify that the ASAI Link Core Capabilities , and Computer TelephonyAdjunct Links customer option is set to y. If this option is not set to y, then contact the Avayasales team or business partner for a proper license file.

display system-parameters customer-options Page 3 of 11OPTI ONAL FEATURES

Abbr evi at ed Di al i ng Enhanced Li st ? y Audi bl e Message Wai t i ng? yAccess Secur i t y Gat eway ( ASG) ? n Aut hor i zat i on Codes? yAnal og Tr unk I ncomi ng Cal l I D? y CAS Br anch? n

A/ D Gr p/ Sys Li st Di al i ng St art at 01? y CAS Mai n? nAnswer Super vi si on by Cal l Cl assi f i er? y Change COR by FAC? n

ARS? y Computer Telephony Adjunct Links? y

ARS/ AAR Par t i t i oni ng? y Cvg Of Cal l s Redi r ect ed Of f - net? yARS/ AAR Di al i ng wi t hout FAC? y DCS ( Basi c) ? y ASAI Link Core Capabilities? y DCS Cal l Coverage? y

8/10/2019 aacc-mbt

8/76



8 of 76AACC-MBT

Navigate to Page 10 , and verify that there are sufficient IP_API_A licenses.display system-parameters customer-options Page 10 of 11

MAXI MUM I P REGI STRATI ONS BY PRODUCT I D

Product I D Rel . Li mi t UsedAgent SC : 2400 0

IP_API_A : 18000 0I P_Agent : 2400 0I P_NonAgt : 2400 0I P_Phone : 18000 0I P_ROMax : 18000 0I P_Sof t : 18000 0I P_Supv : 300 0I P_eCons : 128 0oneX_Comm : 18000 0

4.2. Configure IP Node NameThis section describes the steps for setting an IP node name for SIP Enablement Services andApplication Enablement Server in Communication Manager. Enter the change node-names ip

command, and add a node name for SIP Enablement Services, and Application EnablementServer along with its IP address. Make a note for the Communication Manager procr IP address.

change node-names ip Page 1 of 2I P NODE NAMES

Name I P Addr essCMM 10. 0. 2. 91MedSvcsMedpr o1 10. 0. 2. 96MedSvcsMedpr o2 10. 0. 2. 97MedSvcsMedpr o3 10. 0. 2. 116MedSvcsMedpr o4 10. 0. 2. 117PUSI LAES6113 10. 0. 2. 52SILPUMBTAES 10.0.2.93Si mPSTN 10. 0. 0. 234

def aul t 0. 0. 0. 0ngccmas 10. 0. 0. 4 procr 10.0.2.90

ses1 10.0.2.94vspGat eway 10. 0. 0. 1

8/10/2019 aacc-mbt

9/76



9 of 76AACC-MBT

4.3. Configure IP CodecThis section describes the steps for administering an IP codec set in Communication Manager.This IP codec set is used in the IP network region for communications between CommunicationManager and SIP Enablement Services. Enter change ip-codec-set command, where c is a

number between 1 and 7, inclusive. Enter G.711A and G.711MU to the Audio Codec field. Retainthe values of other fields. IP codec sets are used in Section 4.4 when configuring an IP networkregion to specify which audio codecs may be used within and between network regions. In thesample configuration, only one network region is used.

change ip-codec-set 1 Page 1 of 2

I P Codec Set

Codec Set : 1

Audi o Si l ence Fr ames PacketCodec Suppr essi on Per Pkt Si ze( ms)

1: G. 711A n 3 302: G. 711MU n 3 303:4:5:6:7:

Medi a Encr ypt i on1: none2:3:

8/10/2019 aacc-mbt

10/76



10 of 76AACC-MBT

4.4. Configure IP Network RegionThis section describes the steps for administering an IP network region in CommunicationManager for communication between Communication Manager and SIP Enablement Services.Enter change ip-network-region command, where n is a number between 1 and 250

inclusive, and configure the following: Authoritative Domain : Enter the appropriate value. This will be used in Section4.5 and Section 5.1 . In the test configuration,silpunelabmbt.com was used.

Codec Set : Enter the IP codec set number as provisioned in Section4.3.

change ip-network-region 1 Page 1 of 19I P NETWORK REGI ON

Regi on: 1Locat i on: 1 Authoritative Domain: silpunelabmbt.com

Name:MEDI A PARAMETERS I nt r a- r egi on I P- I P Di r ect Audi o: yes

Codec Set: 1 I nt er- r egi on I P- I P Di r ect Audi o: yesUDP Por t Mi n: 2048 I P Audi o Hai r pi nni ng? nUDP Por t Max: 3329

DI FFSERV/ TOS PARAMETERS RTCP Repor t i ng Enabl ed? yCal l Cont r ol PHB Val ue: 46 RTCP MONI TOR SERVER PARAMETERS

Audi o PHB Val ue: 46 Use Def aul t Ser ver Par amet er s? yVi deo PHB Val ue: 26

802. 1P/ Q PARAMETERSCal l Cont r ol 802. 1p Pr i or i t y: 6

Audi o 802. 1p Pr i or i t y: 6Vi deo 802. 1p Pr i or i t y: 5 AUDI O RESOURCE RESERVATI ON PARAMETERS

H. 323 I P ENDPOI NTS RSVP Enabl ed? nH. 323 Li nk Bounce Recover y? y

I dl e Traf f i c I nt e rval ( sec) : 20Keep- Al i ve I nt er val ( sec): 5

Keep- Al i ve Count : 5

8/10/2019 aacc-mbt

11/76



11 of 76AACC-MBT

4.5. Configure SIP Signaling GroupThis section describes the steps for administering a signaling group in Communication Managerfor communication between Communication Manager and SIP Enablement Services. Enter theadd signaling-group command, where s is an available signaling group, and configure the

following: Group Type: Set to sip Near-end Node Name: Set to procr Far-end Node Name : Set to the SES name configured in Section 4.2 Far-end Network Region : Set to the region configured in Section 4.3 Far-end Domain: Enter the Authoritative Domain from Section 4.4 IMS Enabled : Set to n

add signaling-group 1 Page 1 of 1SI GNALI NG GROUP

Gr oup Number : 1 Group Type: sip Tr ansport Met hod: t l s

IMS Enabled? nI P Vi deo? n

Near-end Node Name: procr Far-end Node Name: ses1 Near - end Li st en Por t : 5061 Far - end Li st en Por t : 5061

Far-end Network Region: 1Far-end Domain: silpunelabmbt.com

Bypass I f I P Thr eshol d Exceeded? nI ncomi ng Di al og Loopbacks: el i mi nat e RFC 3389 Comf or t Noi se? n

DTMF over I P: r t p- payl oad Di r ect I P- I P Audi o Connect i ons? ySessi on Est abl i shment Ti mer( mi n) : 120 I P Audi o Hai r pi nni ng? n

Enabl e Layer 3 Test ? n Di r ect I P- I P Earl y Medi a? nH. 323 St at i on Out goi ng Di r ect Medi a? n Al t ernat e Rout e Ti mer( sec) : 6

8/10/2019 aacc-mbt

12/76



12 of 76AACC-MBT

4.6. Configure SIP Trunk GroupThis section describes the steps for administering a trunk group in Communication Manager forcommunication between Communication Manager and SIP Enablement Services. Enter addtrunk-group command, where t is an unallocated trunk group, and configure the following:

Group Type: Set to sip Group Name: Enter a descriptive name TAC: Set to any available trunk access code that is valid in the

provisioned dial plan Signaling Group: Set to the Group Number field value configured in Section

4.5 Number of Members : Allowed value is between 0 and 255. Set to a value large

enough to accommodate the number of SIP telephoneextensions being used, but still within the maximumnumber allowed (see Section 4.1 )

Service Type: Set to tie

add trunk-group 1 Page 1 of 21 TRUNK GROUP

Gr oup Number : 1 Group Type: sip CDR Repor t s: yGroup Name: CM-SES COR: 1 TN: 1 TAC: #01 Di r ect i on: t wo- way Out goi ng Di spl ay? nDi al Access? n Ni ght Servi ce:

Queue Lengt h: 100Service Type: tie Aut h Code? n

Signaling Group: 1 Number of Members: 200

8/10/2019 aacc-mbt

13/76



13 of 76AACC-MBT

4.7. Configure Route PatternConfigure a route pattern to correspond to the newly added SIP trunk group. Use the changeroute-pattern n command, where n is an available route pattern. Enter the following values forthe specified fields, and retain the default values for the remaining fields. Submit these changes.

Pattern Name: A descriptive name Grp No: The trunk group number from Section 4.6 FRL: Enter a level that allows access to this trunk, with 0 being

least restrictive

change route-pattern 1 Page 1 of 3Pat t er n Number : 1 Pattern Name: sip

SCCAN? n Secur e SI P? nGr p FRL NPA Pf x Hop Tol l No. I nser t ed DCS/ I XCNo Mr k Lmt Li st Del Di gi t s QSI G

Dgt s I nt w1: 1 0 n user2: n user

3: n user4: n user5: n user6: n user

BCC VALUE TSC CA- TSC I TC BCI E Servi ce/ Feat ur e PARM No. Numberi ng LAR0 1 2 M 4 W Request Dgt s For mat

Subaddress1: y y y y y n n r est none2: y y y y y n n r est none3: y y y y y n n r est none4: y y y y y n n r est none5: y y y y y n n r est none6: y y y y y n n r est none

8/10/2019 aacc-mbt

14/76



14 of 76AACC-MBT

4.8. Administer Dial Plan and AAR AnalysisThis section provides sample Automatic Alternate Routing (AAR) used for routing calls withdialed digits 4xxx to Contact Center. Note that other methods of routing may be used. Use thechange dialplan analysis command, and add an entry to specify use of AAR for routing of

digits 4xxx. Enter the following values for the specified fields, and retain the default values forthe remaining fields. Submit these changes.

Dialed String : Dialed prefix digits to match on, in this case 4 Total Length: Length of the full dialed number, in this case 4 Call Type: aar

change dialplan analysis Page 1 of 12DI AL PLAN ANALYSI S TABLE

Locat i on: al l Percent Ful l : 1

Di al ed Tot al Cal l Di al ed Tot al Cal l Di al ed Tot al Cal lSt r i ng Lengt h Type St r i ng Lengt h Type St r i ng Lengt h Type

0 1 at t d1 4 ext2 4 aar3 4 ext4 4 aar5 4 ext6 4 ext7 4 aar8 1 f ac9 1 f ac* 3 dac# 3 dac

Use Automatic Alternate Routing (AAR) for routing calls with dialed digits 40xx to AACC. Usethe change aar analysis 0 command and add an entry to specify how to route the calls. Enter thefollowing 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 1 of 2AAR DI GI T ANALYSI S TABLE

Locat i on: al l Percent Ful l : 1Di al ed Tot al Rout e Cal l Node ANISt r i ng Mi n Max Pat t er n Type Num Reqd

40 4 4 1 aar n6999 4 4 2 aar n7 4 4 1 aar n

n

8/10/2019 aacc-mbt

15/76



15 of 76AACC-MBT

4.9. Conf igure IP ServicesAdminister IP Services for AES Transport Link. Administer the transport link to the AES serverwith the change ip-services command. Add an entry with the following values for fields onPage 1 :

Service Type: AESVCS Enabled: y Local Node: node of procr Local Port: Retain the default value of 8765

change ip-services Page 1 of 3

I P SERVI CESSer vi ce Enabl ed Local Local Remot e Remot e Type Node Por t Node Por t

AESVCS y procr 8765

Proceed to Page 3 , and enter the following values:

AE Services Server: Name obtained from the AES server. Password: Same password to be administered on the AES server. Enabled: y

Note : The name and password entered for the AE Services Server and Password fields are casesensitive, and must match the name and password on the AES server.

The administered name for the AES server is created as part of the AES installation, and can beobtained from the AES server by typing uname n at the Linux command prompt. The same

password entered in the screen below will need to be set on the AES server, as described inSection 6.4.

change ip-services Page 3 of 3AE Servi ces Admi ni st r at i on

Ser ver I D AE Ser vi ces Password Enabl edServer

1: SILPUMBTAES * y2: SI LPUAES521 * y3: PUSI LAES6113 * y4:

8/10/2019 aacc-mbt

16/76

8/10/2019 aacc-mbt

17/76



17 of 76AACC-MBT

Navigate to Page 2 and enter the following values for the specified fields, and retain the defaultvalues for the remaining fields.

Restrict Last Appearance: y

add station 3011 Page 2 of 5STATI ON

FEATURE OPTI ONSLWC Recept i on: spe Aut o Sel ect Any I dl e Appearance? n

LWC Act i vat i on? y Cover age Msg Ret r i eval ? yLWC Log Ext er nal Cal l s? n Aut o Answer : none

CDR Pri vacy? n Dat a Rest r i ct i on? nRedi r ect Noti f i cat i on? y I dl e Appear ance Pref er ence? n

Per But t on Ri ng Cont r ol ? n Br i dged I dl e Li ne Pref erence? nBr i dged Cal l Al er t i ng? n Restrict Last Appearance? y

Act i ve St at i on Ri ngi ng: si ngl eEMU Logi n Al l owed? n

H. 320 Convers i on? n Per St at i on CPN - Send Cal l i ng Number ?Ser vi ce Li nk Mode: as- needed EC500 St at e: enabl ed

Mul t i medi a Mode: enhanced Audi bl e Message Wai t i ng? nMWI Served User Type: Di spl ay Cl i ent Redi r ect i on? n

AUDI X Name: Sel ect Last Used Appear ance? nCover age Af t er For wardi ng? s

Mul t i medi a Ear l y Answer? nRemot e Sof t phone Emergency Cal l s: as- on- l ocal Di r ect I P- I P Audi o Connect i ons? y

Emer gency Locat i on Ext : 3011 Al ways Use? n I P Audi o Hai r pi nni ng? n

Navigate to Page 4 and only assign two call-appr .

add station 3011 Page 4 of 5STATI ON

SI TE DATARoom: Headset ? n

J ack: Speaker ? n

Cabl e: Mount i ng: dFl oor : Cord Lengt h: 0Bui l di ng: Set Col or :

ABBREVI ATED DI ALI NGLi s t 1: Li s t 2: Li s t 3:

BUTTON ASSI GNMENTS1: call-appr 4:2: call-appr 5:3: 6:

voi ce- mai l Number :

4.12. Save TranslationConfiguration of Communication Manager is complete. Use the save translation command tosave the changes.

8/10/2019 aacc-mbt

18/76



18 of 76AACC-MBT

5. Configure Avaya Aura SIP Enablement ServicesThis section describes the procedure for setting up:

1. A SIP trunk between Communication Manager and SIP Enablement Services.2. Adding a route entry to Communication Manager3. Adding Contact Center manager Server as a SES trusted host4. Adding a route entry for the Contact Center Manager Server5. Adding a contact for the Contact Center Manager Server platform

5.1. Access Avaya Aura SIP Enablement Services server IntegratedManagement console

On the System Platform Virtual Machine Management, in the virtual machine list, click thespanner icon to the left of the ses server. Click on Continue (not shown).

8/10/2019 aacc-mbt

19/76



19 of 76AACC-MBT

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.

8/10/2019 aacc-mbt

20/76



20 of 76AACC-MBT

In the Integrated Management SIP Server Management page, select the ServerConfiguration System Properties link from the left pane of the screen. Verify the SIPDomain matches the Far-end Domain field value configured for the signaling group inCommunication Manager in Section 4.5 . Click on the Update button if a field change wasnecessary.

8/10/2019 aacc-mbt

21/76



21 of 76AACC-MBT

5.2. Configure Avaya Aura Communication Manager Server InterfaceThis section provides steps to add SIP enabled media servers to the SIP domain. In theIntegrated Management SIP Server Management page, select the Communication Manager Servers Add link from the left pane of the screen. The following screen shows the Add

Communication Manager Server Interface page. The highlighted fields were configured forthe compliance test:

Communication Manager Server Interface NameEnter a descriptive name.

Host From the drop-down list of IP addresses, select the IPaddress of the SES server to be associated with theinterface.

SIP Trunk Link Type Select TLS . SIP Trunk IP Address Enter the IP address for the procr IP interface that

terminates the SIP link from SES. Refer to Section 4.2 for procr IP address.

Communication Manager Server Admin Address Enter the IP address of CM

Communication Manager Server Admin Login Enter the login ID used to access the CM'sadministration service

Communication Manager Server Admin Password Enter the password used to access the CMs server'sadministration service.

Communication Manager Server Admin Password Confirm Enter the password used to access the CMs server'sadministration service.

8/10/2019 aacc-mbt

22/76



22 of 76AACC-MBT

Click Add when finished. Shown below is the updated screen.

8/10/2019 aacc-mbt

23/76



23 of 76AACC-MBT

5.3. Add a Route Entry to the Avaya Aura Communication ManagerFrom the SIP Server Management Integrated Management console, go to CommunicationManager Servers List Communication Managers Servers . Identify the CommunicationManager server configured in Section 5.2 and select Map option. Click Add Another Map . The

following highlighted fields were configured for adding the route entry: Name: Provide a new name to the Map entry. Pattern: Provide the address map regular expression that matches the extension

numbers. An Address Map Pattern is a Linux regular expression thatmatches the extension number. For the sample configuration^sip:3[0-9].* was entered.

Click Add and Continue when finished.

8/10/2019 aacc-mbt

24/76



24 of 76AACC-MBT

5.4. Add Avaya Aura Contact Center Manager Server as a TrustedHost

From the SIP Server Management Integrated Management console, go to Trusted hosts AddTrusted Hosts. The highlighted fields need to be configured:

IP Address : Provide the IP address of the Contact Center Manager Server Host: Select the SES server to accept the SIP request from the drop down

menu Comment: Enter a descriptive comment

Click on Add and Continue when finished.

8/10/2019 aacc-mbt

25/76



25 of 76AACC-MBT

5.5. Add a Contact for Contact Center Manager Server PatternFrom the SIP Server Management Integrated Management console, go to Hosts List Hosts.Identify the SES server and click Map Add Map in New Group .

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[]{}.*

Replace URI: Uncheck the check box. This replaces the CommunicationManager SIP domain with the SES IP address in theoutgoing messages to Contact Center.

Click on Add and Continue when finished.

8/10/2019 aacc-mbt

26/76



26 of 76AACC-MBT

8/10/2019 aacc-mbt

27/76



27 of 76AACC-MBT

5.6. Add a Contact for Contact Center Manager Server PatternFrom the SIP Server Management Integrated Management console, go to Hosts List Hosts.Identify the CCMS server and click Map Add Another Contact .

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)@:5060;transport=tcp

Click Add and Continue when finished.

8/10/2019 aacc-mbt

28/76



28 of 76AACC-MBT

6. Configure Avaya Aura Application Enablement ServicesThis section provides the procedures for configuring AES. The procedures include the followingareas:

1. Verify Application Enablement Services (AES) License2. Administer local IP3. Administer switch connection for Communication Manager4. Administer TSAPI link5. Enable TR87 on AES6. Configure security on AES7. Import Certificate Authority trusted certificate into AES8. Importing a signed certificate into AES9. Adding CCMS as a trusted host on AES

6.1. Access the Server Management Conso leOn the System Platform Virtual Machine Management, in the virtual machine list, click thespanner icon to the left of the aes server. Click on Continue To Login (not shown).

8/10/2019 aacc-mbt

29/76



29 of 76AACC-MBT

Login to Application Enablement Services System Management Interface with appropriatecredentials.

6.2. Verify Avaya Aura Appl ication Enablement Services LicenseAfter logging into AES, click Licensing WebLM Server Access .

8/10/2019 aacc-mbt

30/76



30 of 76AACC-MBT

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 notlicensed, contact the Avaya sales team or business partner for a proper license file.

8/10/2019 aacc-mbt

31/76



31 of 76AACC-MBT

6.3. Verify Local IPSelect Networking AE Service IP (Local IP) from the left pane. The AE Service IP (LocalIP) screen is displayed into the right pane, as shown below. In the Client Connectivity field,note the AES server IP address that will be used to interface to Contact Center. In the Switch

Connectivity field, note the AES server IP address that will be used to connect toCommunication Manager. In the sample configuration, the same NIC interface is used for theClient Connectivity and Switch Connectivity. Note that in some cases, they might be different.

6.4. Admin ister Switch ConnectionFrom the Application Enablement Services System Management console , go toCommunication Manager Interface Switch Connections . Under Switch Connections

provide the hostname of the Communication Manager ( CM ) and click on Add Connection.

8/10/2019 aacc-mbt

32/76



32 of 76AACC-MBT

The following highlighted configurations were done to add the Communication Manager Switchto the list of switch connections:

Switch Password: Enter the switch password. This has to be same as what wasentered 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.

From the Application Enablement Services System Management console, go to CommunicationManager Interface Switch Connections. Under the list of switch connection, select theswitch connection of the Communication Manager and select Edit PE/CLAN IPs .

The following highlighted configuration was made for enablement of communication betweenAES and Communication Manager:

8/10/2019 aacc-mbt

33/76

8/10/2019 aacc-mbt

34/76



34 of 76AACC-MBT

6.5. Administer TSAPI LinkFrom the Application Enablement Services System Management Console , AE ServicesTSAPI TSAPI Links . Under the TSAPI Links, click Add Link . Enter the followinghighlighted values to add the CTI link:

Link: From the drop down menu, select any available linknumber

Switch Connection: Select the switch connection from Section 6.4 Switch CTI Link Number: Select the CTI link number from Section 4.11 ASAI Link Version: Select 4 from the drop down menu Security: Select encrypted from drop down menu

Click on Apply Changes when finished.

8/10/2019 aacc-mbt

35/76



35 of 76AACC-MBT

6.6. Restart TSAPI ServiceFrom the Application Enablement Services System Management Console , go toMaintenance Service Controller . Select TSAPI Service and Click on Restart Services .

8/10/2019 aacc-mbt

36/76



36 of 76AACC-MBT

6.7. Enable TR87From the Application Enablement Services System Management Console, go to NetworkingPorts. The following highlighted configurations are needed in DMCC Server Ports section:

TR/87 Port: Check the Enabled radio button.

TR/87 Port: Confirm that the Port number is 4723

Click on Apply Changes and Apply when finished.

8/10/2019 aacc-mbt

37/76



37 of 76AACC-MBT

6.8. Configure Securi tyFrom the Application Enablement Services System Management Console , go to SecurityHost AA. Select Service Settings and check the TR/87 , Require Trusted Host Entry check

box on the Host Authentication and Authorization page . Click on Apply Changes .

Click on Apply on Apply Changes to HostAA service Settings page.

8/10/2019 aacc-mbt

38/76

8/10/2019 aacc-mbt

39/76



39 of 76AACC-MBT

Select Base 64 encoding and download the CA certificate chain.

For the sample configuration, the root cert chain was downloaded in the format defined by PublicKey Cryptography Standard # 7 (PKCS#7), or .p7b, and B64 encoding scheme, and then usingopenssl, it was converted in to a PEM. The openssl on CCMS server was used to convert it intoPEM certificate format. Copy the .p7b format root certificate to the Contact Center ManagerServer, into the folder: D:\Avaya\Contact Center\Manager Server\iccm\bin\. Run thefollowing 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 Serviceserver.

8/10/2019 aacc-mbt

40/76

8/10/2019 aacc-mbt

41/76

8/10/2019 aacc-mbt

42/76



42 of 76AACC-MBT

On the Server Certificate Manual Enrollment Request page, copy all the text in theCertificate 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 youuse the Certificate Signing Request (CSR) text to generate a certificate with CertificateAuthority.

The copied text needs to be signed by the CA server. Go to the CA server web page and selectRequest a certificate option.

Under Request a Certificate , select advanced certificate request .

8/10/2019 aacc-mbt

43/76



43 of 76AACC-MBT

Under Advanced Certificate Request select Submit a certificate request by using a base-64-encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encodedPKCS #7 file

Paste the test selected in the Certificate Request tab of the Certificate Manager under the SavedRequest field on the Submit a Certificate Request or Renewal Request page. Select WebServer Cert with Client and Server for AES under Certificate Template . Click Submit .

8/10/2019 aacc-mbt

44/76



44 of 76AACC-MBT

After submitting the request, download the signed certificate choosing the Base 64 encoded option and save the certificate.

On the Server Certificate Manual Enrollment Request page, click Import.

8/10/2019 aacc-mbt

45/76



45 of 76AACC-MBT

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 .

8/10/2019 aacc-mbt

46/76

8/10/2019 aacc-mbt

47/76



47 of 76AACC-MBT

Restart the AES Linux server, by going to Maintenance Service Controller on AESmanagement console and click Restart Linux.

8/10/2019 aacc-mbt

48/76

8/10/2019 aacc-mbt

49/76



49 of 76AACC-MBT

The Certificate Manager utility is used to Store the Root certificate as well as the signedcertificate from the CA server. Under the Certificate Store Tab the following highlighted fieldswere 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 .

8/10/2019 aacc-mbt

50/76



50 of 76AACC-MBT

6.9.6. Sign the Certificate RequestAfter the store is created, the pending certificate request of the Contact Center is generated underCertificate Request Tab, which then needs to be signed by the CA server. Select the Entire textunder this tab.

Go to the CA server web page and select Request a certificate option.

Under Request a certificate , select advanced certificate request .

8/10/2019 aacc-mbt

51/76



51 of 76AACC-MBT

Under Advanced Certificate Request, select Submit a certificate request by using a base-64-encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encodedPKCS #7 file.

Paste the test selected in the Certificate Request tab of the Certificate Manager under the SavedRequest field on the Submit a Certificate Request or Renewal Request page. Select WebServer Cert with Client and Server for AES under Certificate Template . Click Submit .

After Submitting the request, download the signed certificate choosing the DER encoded optionand Save the certificate.

8/10/2019 aacc-mbt

52/76

8/10/2019 aacc-mbt

53/76



53 of 76AACC-MBT

After adding the certificates successfully they will be shown under Store Maintenance tab.

Restart the windows machine on which Contact Center is installed.

8/10/2019 aacc-mbt

54/76



54 of 76AACC-MBT

7. Configure Avaya Aura Contact Center

7.1. Verify LicenseThe Contact Center Licensing can be found under the License Manager section as shown

below:

8/10/2019 aacc-mbt

55/76



55 of 76AACC-MBT

Verify that the License Manager Information of the Contact Center is Active .

Ensure that there are adequate licenses available for required contact types.

8/10/2019 aacc-mbt

56/76

8/10/2019 aacc-mbt

57/76



57 of 76AACC-MBT

7.4. Contro lled Directory Number (Route point) ConfigurationIn the Launch pad, click Configuration . In the left pane, click the (+) sign next to the ContactServer manager Name, to which the route point is to be added. Select the CDNs (Route Points) folder. The following highlighted configurations are required on the CDNs (Route Points)

window: Name: Type the name of the route point Number: Type the number for the route point URI: Type the value of the Uniform Resource Indicator (URI) of the route

point of the SIP server Call Type: Select Local from the list Acquired: Check the Acquired check box

8/10/2019 aacc-mbt

58/76

8/10/2019 aacc-mbt

59/76



59 of 76AACC-MBT

7.6. Media Server ConfigurationIn the Launch pad, click Configuration . In the left pane, click the (+) sign next to the ContactServer manager Name and select Media Servers and Routes . Ensure that each of the followingContact Center services is associated with at least one MAS:

ANNC DIALOG CONF

To do this, on the Media Servers Routes window select ANNC under Service Name. Select theMedia Application Server and select the arrow key. Click Submit .

8/10/2019 aacc-mbt

60/76



60 of 76AACC-MBT

Repeat the above steps for CONF as well as DIALOG services.

8/10/2019 aacc-mbt

61/76



61 of 76AACC-MBT

7.7. Add Communication Contro lled Toolkit serverIn the Launch pad, select Configuration. From the Server menu, select Add Server .

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 .

8/10/2019 aacc-mbt

62/76



62 of 76AACC-MBT

7.8. Configure Element ManagerBrowse the URL https://:8443/em to access Element Manager. Login with thecredentials used to login to the Contact Center Server.

Go to System Configuration Signaling Protocols SIP General Settings. Ensure thatEnforce SIP Route Configuration is unchecked under Routing section.

8/10/2019 aacc-mbt

63/76



63 of 76AACC-MBT

Go to System Configuration Signaling Protocols SIP Nodes and Routes. Provide theIP address of the Contact Center Server and Save .

Go to System Configuration Media Processing Media Security . Ensure that the SecurityPolicy is set to SECURITY DISABLED .

8/10/2019 aacc-mbt

64/76



64 of 76AACC-MBT

7.9. Configure a Contact Center AgentIn the Launch pad, click Contact Center Management . In the left pane, click the ContactCenter Manager to which the agent is to be added. On the menu, select Add Agent . Thefollowing highlighted fields were configured on New Agent Details Window under User Details

section: User Type: Select Agent as User Type First Name: Type a first name for the agent Last Name: Type a last name for the agent Login ID: The number the agent enters to logon to the phone. In this

case the field is set to the extension (3011) created inSection 4.11

Primary Supervisor: Select Default Supervisor from the list Voice URI: The SIP address of the TR87-controlled terminal dedicated

to this agent, in the format sip:agent (useExtension@SIPdomain, where SIPdomain is the CCMSLocal SIP Subscriber Domain name. For example;sip:[email protected] )

Enable CTI for this agent: Check the check box

Click Contact Types , which is then expanded. Select the check box beside each Contact Typeto assign to the agent (for example, Voice, IM).

8/10/2019 aacc-mbt

65/76



65 of 76AACC-MBT

Click the Skillsets heading to expand the branch. Click List All to list all skillsets configured onthe 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.

8/10/2019 aacc-mbt

66/76



66 of 76AACC-MBT

Right click on the agent added above and select Edit Agent . CCMS Agents are associated with aCCT 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 associatedwith the CCMS agent. Click on Associate User Account , so that section gets expanded. UnderDomain 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 LDAPis queried to list all users. Once listed, select the required LDAP user. Once the LDAP user isselected, the First and Last name of the user are retrieved, and this populates the same fields forthe CCT agent. Click Submit when finished.

8/10/2019 aacc-mbt

67/76



67 of 76AACC-MBT

7.10. Add an Appl ication Scrip tApplications contain instructions that determine the sequence of steps that a contact follows afterthe contact arrives at Contact Center. These steps can include call treatments (such as music orringback), call routing (such as skill-based routing), or interaction with the caller (entering

account numbers). Applications perform two major functions: they define the path a contactfollows, and they provide treatments to a contact as the contact moves through Contact Center.In the Launch Pad click Scripting . Choose Service Creation Environment , Launch ServiceCreation . If prompted to download the Service Creation Environment, click OK . Follow theinstructions of the installer and install the program. After the program is installed, select LaunchService Creation.

On the SCE Contact Center window, on the left pane click the (+) sign next to the ContactServer manager name and right click on Applications [Full Control] . Select NewApplication . Provide the Application Name and select Script radio button. Click Finish .

8/10/2019 aacc-mbt

68/76

8/10/2019 aacc-mbt

69/76



69 of 76AACC-MBT

8. VerificationThis section provides the tests that can be performed to verify proper configuration ofCommunication Manager, Application Enablement Services, SIP Enablement Services andContact Center.

8.1. Verify Avaya Aura Communication ManagerVerify the status of the trunk created between Communication Manager and SES server. Thetrunk status should be in-service.

st at us t r unk 1 Page

TRUNK GROUP STATUS

Member Por t Ser vi ce St at e Mt ce Connect ed Port sBusy

0001/ 001 T00011 i n- ser vi ce/ i dl e no0001/ 002 T00012 i n- ser vi ce/ i dl e no0001/ 003 T00013 i n- ser vi ce/ i dl e no0001/ 004 T00014 i n- ser vi ce/ i dl e no0001/ 005 T00015 i n- ser vi ce/ i dl e no0001/ 006 T00016 i n- ser vi ce/ i dl e no0001/ 007 T00017 i n- ser vi ce/ i dl e no0001/ 008 T00018 i n- ser vi ce/ i dl e no0001/ 009 T00019 i n- ser vi ce/ i dl e no0001/ 010 T00020 i n- ser vi ce/ i dl e 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 Section4.10, as shown below.

s ta tus aesvcs ct i - l i nk

AE SERVI CES CTI LI NK STATUS

CTI Versi on Mnt AE Ser vi ces Ser vi ce Msgs MsgsLi nk Busy Ser ver St at e Sent Rcvd

1 no down 0 02 no down 0 03 4 no SILPUMBTAES established 15 15

8/10/2019 aacc-mbt

70/76



70 of 76AACC-MBT

8.2. Verify Avaya Aura SIP Enablement ServicesVerify that the MBTs Communication Manager and SIP Enablement Services (SES) server canroute calls to the Contact Center Manager Server, and that the Media Application Server givesthe call ringback tones. For this ensure that:

The Contact Center Manager Server is in the Trusted Hosts list. Verify that the SIP Enablement Services (SES) server has a routing entry to the ContactCenter Manager Server.

Use the traceSES utility to debug the SES side of the integration. Start the traceSES utility andthen make a call to the Contact Center route point. Use the SES trace log output to debug theintegration. The trace of the successful CDN call would look as below:

8/10/2019 aacc-mbt

71/76

8/10/2019 aacc-mbt

72/76



72 of 76AACC-MBT

8.3.3. Verify TSAPI Connect ionFrom the Application Enablement Services System management console, go to Status Statusand Control Switch Connections Summary . Verify that the TSAPI Service Summary hasConn Stat as Talking .

8.3.4. Confirm Avaya Aura Application Enablement Services and ContactCenter Manager Server are communicating

To verify that the there is an established connection between the AES and CCMS, logon to AESssh console and run the following command: netstat -an | grep 4723

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).

8/10/2019 aacc-mbt

73/76



73 of 76AACC-MBT

8.3.5. Verify the Certificate Status on Avaya Aura Application EnablementServices

From the Application Enablement Services System Management console, go to SecurityCertificate Management CA Trusted Certificates. Verify that the root certificate Status is

valid .

From the Application Enablement Services System Management console, go to SecurityCertificate Management Server Certificates. Verify that the server certificate Status isvalid .

8/10/2019 aacc-mbt

74/76



74 of 76AACC-MBT

8.4. Verify Avaya Aura Contact Center ServicesVerify that the Contact Server Services are up and running. To verify that the TLS connection

between Contact Center and Application Enablement Server has been established, check theCCSM_SGM_SIPp log file in Avaya\Logs\CCMS folder in the machine where Contact Center

is installed. Ensure that the following lines are found:

13/02 23:34:14.324 [SgmSipProv ] INFO port.SipTransportConnectionTls - setTlsState()new= HANDSHAKE_COMPLETED old=UNDEFINED [SipTransportConnectionTls:10.0.2.93:4723]13/02 23:34:14.324 [SgmSipProv ] DEBUG port.SipTransportConnectionTls - setTlsState() Done13/02 23:34:14.344 [SgmSipProv ] INFO port.SipTransportConnectionTls - setTlsState() new=CONNECTEDold=HANDSHAKE_COMPLETED [SipTransportConnectionTls:10.0.2.93:4723]13/02 23:34:14.344 [SgmSipProv ] DEBUG ansport.SipTransportConnection - setState() new=CONNECTEDold=UNKNOWN13/02 23:34:14.441 [SgmSipProv ] INFO protocol.sip.csta.CstaProvider - sipTransportConnectionConnected()[CstaProvider:Passive] current state STATE_STARTING, last state STATE_STOPPED13/02 23:34:14.441 [SgmSipProv ] INFO protocol.sip.csta.CstaProvider - sipTransportConnectionConnected() Done already

starting from stopped [CstaProvider:Passive]13/02 23:34:14.442 [SgmSipProv ] DEBUG ansport.SipTransportConnection - setState() Done13/02 23:34:14.442 [SgmSipProv ] DEBUG port.SipTransportConnectionTls - setTlsState() Done

To ensure that the SIP enabled Contact Center is working correctly, perform the following steps:1. Ensure an agent phone is online2. Log the agent on using the Agent Desktop3. Direct a voice call towards the system by dialing the CDN number4. Ensure that the call is treated correctly as specified by the TFE script and that the call is

routed to the available agent

8.5. Call Scenarios VerifiedVerification scenarios for the configuration described in these Application Notes included thefollowing:

Basic call flow testing. Incoming call is routed to AACC agent. AACC agents are able to use basic CM feature on phones connected to MBT like

Hold/Unhold/Conference/Transfer. Verifying calls when Agent Not Ready/ Unavailable.

8/10/2019 aacc-mbt

75/76

8/10/2019 aacc-mbt

76/76

2011 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 issubject 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 thefull title name and filename, located in the lower right corner, directly to the Avaya Solution &Interoperability Test Lab at [email protected]

aacc-mbt

Documents

Transcript of aacc-mbt