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Avaya Solution & Interoperability Test Lab

Application Note for Configuring Avaya Proactive Contact


5.0 with Avaya Aura Contact Center 6.2 Issue 1.0

Abstract
These Application Notes describe the configuration steps required to successfully integrate
Avaya Proactive Contact 5.0 with Avaya Aura Contact Center 6.2.
Avaya Proactive Contact uses the Contact Management Framework (CMF) web services
interface available in Avaya Aura Contact Center as the integration point to Avaya Aura
Session Manager and Avaya Aura Communication Manager. CMF is a Simple Object
Access Protocol (SOAP) based web services API that provides Avaya Proactive Contact
access to Controlled Directory Number (CDN) and agent events to achieve Agent Blending.
Agent Blending integrates outbound calling activities on Avaya Proactive Contact with
inbound calling activities on Avaya Aura Contact Center.

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Introduction

These Application Notes describe the configuration steps required to successfully integrate
Avaya Proactive Contact 5.0 with Avaya Aura Contact Center 6.2. In this solution Proactive
Contact is configured in hard dialer mode, which requires a PG-230 (digital switch).
The Avaya Proactive Contact system is an enterprise outbound solution software application
that consists of software, hardware, and network components. Proactive Contact contains dialer
functions to optimize agent productivity. The Agent Blending feature monitors ACD inbound
traffic to Controlled Directory Numbers (CDNs) and predicts when to acquire and release ACD
agents for outbound calling. Proactive Contact integrates with Avaya Aura Contact Center to
seamlessly blend inbound outbound activities based upon the inbound call volume. The Contact
Management Framework (CMF) is a SOAP based web services API in Avaya Aura Contact
Center that provides Avaya Proactive Contact access to CDNs and agent events to achieve Agent
Blending.
Avaya Proactive Contact acquires the pooled Contact Center Toolkit (CCT) agents for outbound
calling when the inbound calling activity decreases on the inbound CDN of Avaya Aura
Contact Center. Avaya Proactive Contact releases the pooled agents to inbound calling when the
inbound calling activity increases in the Avaya Aura Contact Center. The movement between
inbound and outbound calling keeps the blended agents busy and the service level within the
prescribed limits.
The following is the Lab configuration used for testing.

Lab Configuration Overview

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1.1 Solution Overview


The following section describes the components of the solution under test.

1.1.1 Avaya Aura Communication Manager


Avaya Aura Communication Manager software is the open, highly-reliable and extensible IP
Telephony foundation on which Avaya delivers Unified Communications solutions to enterprises
large and small. It delivers rich voice and video capabilities and provides for a resilient,
distributed network of gateways and analog, digital and IP-based communication devices. In
addition, Avaya Aura Communication Manager boasts robust PBX features, high reliability
and scalability, and multi-protocol support. It includes advanced mobility features, built-in
conference calling and contact center applications.

1.1.2 Avaya Proactive Contact


The Proactive Contact solution is a suite of hardware and software that enables proactive and
opportunistic management of customer relationships within a contact center. Proactive Contact
provides superior outbound and blended solutions for next generation of contact centers.
Proactive Contact is available in two versions, the hard dialer, rack-mounted solution and the soft
dialer or Computer Telephony Integration (CTI) version. This solution helps you reach your
customers at the lowest possible cost per call, whether a calling mission requires inbound,
outbound, or blended solution.

1.1.3 Avaya Aura Contact Center


Avaya Aura Contact Center uses industry standard SIP and Computer Supported
Telecommunications Applications (CSTA TR/87 over SIP) interfaces to communicate with the
Avaya Aura infrastructure. Avaya Aura Contact Center represents the next generation of
contact center software. Avaya Aura Contact Center is a collection of software components
that addresses the business requirements of sophisticated contact center environments. Avaya
Aura Contact Center provides ability to enable multi-modal communication between customers
and agents (Voice, IM and Email) over SIP infrastructure.

1.2 Test Scenarios Verified

Verification of Customer calls from simulated PSTN routed via Avaya Aura Session
Manager to Avaya Aura Contact Center.
Verification of Outbound calls from Avaya Proactive Contact to customers over a
simulated PSTN.
Verification of acquiring Proactive Contact (PC) agents to take outbound calls.
Verification of releasing PC agents to take inbound calls.
Verification of Avaya Aura Contact Center features such as Transfer, Conference,
Hold-Unhold, Consult on an inbound call.
Verification of Avaya Aura Contact Center Supervisor Observe and Barge-in on
inbound calls

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Verification of Proactive Contact features such as Transfer, Conference, Hold-Unhold,


Agent Owned Recall (AOR), Do Not Call(DNC), Recall on an outbound call.
Verification of different Minimum Outbound Agent and Minimum Queued for Release
limit in Proactive Agent Blend engine.
Real time monitoring of Proactive Contact Blend Agent agents via Proactive Contact
Monitor application.

1.3 Assumptions
These Application Notes do not provide any configuration details for the following list of
assumptions:
Avaya Proactive Contact is installed and is configured with Avaya Aura Communication
Manager to make outbound calls.
Avaya Aura Communication Manager has been installed and is operational.
Avaya Aura System Manager and Avaya Aura Session Manager have been installed and
configured to work with Avaya Aura Communication Manager.
Avaya Aura Contact Center has been installed and is operational.

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Acronyms:
ACD
AACC
AAAD
ARS
AOR
CCMS
CCT
CDN
CM
CM-ES
CMF
CM-FS
CMS
DAD
DCP
DNC
DNIS
DNS
ESS
FQDN
IP
IPSI
MOA
MQR
PAB
PC
PSTN
RTP
SAT
SIL
SIP
SM
SMGR
SRE
SSH
SSL
TAC
TCP
TCP/IP
TLS
URL
VDN
WAN

Automatic Call Distributor


Avaya Aura Contact Center
Avaya Aura Agent Desktop
Alternative Routing Service
Agent Owned Recall
Contact Center Manager Server
Communication Control ToolKit
Calling Directory Number
Avaya Aura Communication Manager
Communication Manager Evolution Server
Contact Management Framework
Communication Manager Feature Server
Avaya Call Management System
Direct Agent Dialing
Digital Communications Protocol
Do Not Call
Dialed Number Identification Service
Domain Naming Resolution
Enterprise Survivable Server
Fully Qualified Domain Name
Internet Protocol
IP-Services Interface
Minimum Outbound Agent
Minimum Queued for Release
Proactive Agent Blend
Avaya Proactive Contact
Public Switched Telephone Network
Real Time Protocol
System Access Terminal (Avaya Aura Communication Manager Administration
Interface)
Solution Interoperability Lab
Session Initiation Protocol
Avaya Aura Session Manager
Avaya Aura System Manager
SIP Routing Element
Secure Shell
Secure Socket Layer
Trunk Access Code (Avaya Aura Communication Manager Trunk Access)
Transmission Control Protocol
Transmission Control Protocol/Internet Protocol
Transport Layer Security
Uniform Resource Locator
Vector Directory Number
Wide Area Network

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WFM
XML

Avaya Workforce Management


eXtensible Markup Language

Equipment and Software Versions

The following equipment and software were used for the sample configuration.
Equipment/Software
Avaya S8800 Media Server
Avaya S8800 Media Server
Avaya S8800 Media Server
Prolient HP DLG385-G2
PG-230 Digital switch
Dell 1950
Avaya 96X1 H.323
Avaya 96XX- H.323

VB: Reviewed:
SPOC 03/25/2012

Software Version
Avaya Aura Communication Manager
6.0.1 (R016x.00.1.510.1)
Avaya Aura Session Manager 6.1 SP2
Avaya Aura System Manager 6.1 SP2
Avaya Aura Application Enablement
Service 6.1.1 High Availability
Avaya Proactive Contact 5.0
ENBC Generic software version 16.2.3
Avaya Aura Contact Center 6.2 SP4
R6.0 SP2
R3.1 SP1

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Configure Avaya Aura Communication Manager

This section describes the procedure for configuring:


A SIP trunk between Communication Manager and Session Manager. The steps include
setting up an IP codec set, an IP network region, an IP node name, a signaling group and a
trunk group.
Steps to configure H.323 stations which are supported as Contact Center agent phones.
These steps are performed from System Access Terminal (SAT) interface of Avaya Aura
Communication Manager. The highlights in the following screens indicate the values used.
Default values may be used for all other fields.

3.1 Verify Communication Manager License


Use the display system-parameters customer-options command. Navigate to Page 2, and
verify that there is sufficient remaining capacity for SIP trunks by comparing the Maximum
Administered 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 of
simultaneous SIP trunk connections.
The license file installed on the system controls the features permitted. If there is insufficient
capacity or a required feature is not enabled, contact an authorized Avaya sales representative to
make the appropriate changes.
display system-parameters customer-options
OPTIONAL FEATURES

Page

IP PORT CAPACITIES
Maximum Administered H.323 Trunks:
Maximum Concurrently Registered IP Stations:
Maximum Administered Remote Office Trunks:
Maximum Concurrently Registered Remote Office Stations:
Maximum Concurrently Registered IP eCons:
Max Concur Registered Unauthenticated H.323 Stations:
Maximum Video Capable Stations:
Maximum Video Capable IP Softphones:
Maximum Administered SIP Trunks:
Maximum Administered Ad-hoc Video Conferencing Ports:
Maximum Number of DS1 Boards with Echo Cancellation:
Maximum TN2501 VAL Boards:
Maximum Media Gateway VAL Sources:
Maximum TN2602 Boards with 80 VoIP Channels:
Maximum TN2602 Boards with 320 VoIP Channels:
Maximum Number of Expanded Meet-me Conference Ports:

8000
18000
8000
18000
128
100
2400
100
5000
8000
522
10
250
128
128
300

2 of

11

USED
13
0
0
0
0
0
0
2
705
0
0
1
0
0
0
0

(NOTE: You must logoff & login to effect the permission changes.)

Use the display system-parameters customer-options command to verify that the ASAI Link
Core Capabilities, and 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.

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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?

y
n
y
y
y
y
y
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?

11
y
y
n
n
n
y
y
y
y

Navigate to Page 10, and verify that there are sufficient IP_API_A licenses.
display system-parameters customer-options
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID
AgentSC
IP_API_A
IP_Agent
IP_NonAgt
IP_Phone
IP_ROMax
IP_Soft
IP_Supv
IP_eCons
oneX_Comm

Rel.
:
:
:
:
:
:
:
:
:
:

Limit
2400
18000
2400
2400
18000
18000
18000
300
128
18000

Page

10 of

11

Used
0
0
0
0
0
0
0
0
0
0

3.2 Configure IP Node Name


This section describes the steps for setting an IP node name for Session Manager and Avaya
Aura Application Enablement Server in Communication Manager. Enter the change nodenames ip command, and add a node name for Session Manager.
change node-names ip

Page

1 of

IP NODE NAMES
Name
ASM1
ASM2
CCMAS
CLAN
CLAN_1a06
CLAN_1a08_US
CM-IPV6-Procr
CM3_Clan1a04
CMM-CMProcr
CMS-US
COCM-Clan1a04
Clan_1b04
Clan_2a02
Clan_3a10
Clan_4a03

VB: Reviewed:
SPOC 03/25/2012

IP Address
10.0.1.187
10.0.2.103
10.0.0.2
10.255.255.245
10.0.0.142
10.0.0.16
11.0.0.4
10.0.0.44
11.0.0.4
10.0.0.110
172.16.25.8
10.0.2.36
12.0.0.47
10.0.2.37
10.0.2.127

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3.3 Configure IP Codec


This 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 Communication
Manager and Session Manager. Enter change ip-codec-set <c> command, where c is a number
between 1 and 7, inclusive. IP codec sets are used in Section 3.4 when configuring an IP network
region to specify which audio codecs may be used within and between network regions. In the
sample configuration, only one network region is used.
change ip-codec-set 1

Page

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IP Codec Set
Codec Set: 1
Audio
Codec
1: G.711A
2: G.711MU
3:
4:
5:
6:
7:

Silence
Suppression
n
n

Frames
Per Pkt
3
3

Packet
Size(ms)
30
30

Media Encryption
1: none
2:
3:

3.4 Configure IP Network Region


This section describes the steps for administering an IP network region in Communication
Manager for communication between Communication Manager and Session Manager. Enter
change ip-network-region <n> 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 Section
3.5 and In the test configuration,
silpunelab.com was used.
Codec Set:
Enter the IP codec set number as provisioned in Section
3.3.
change ip-network-region 1

Page

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20

IP NETWORK REGION
Region: 1
Location: 1
Authoritative Domain: silpunelab.com
Name: Default
MEDIA PARAMETERS
Intra-region IP-IP Direct Audio: yes
Codec Set: 1
Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048
IP Audio Hairpinning? n
UDP Port Max: 65535
DIFFSERV/TOS PARAMETERS
Call Control PHB Value: 46
Audio PHB Value: 46
Video PHB Value: 26

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802.1P/Q PARAMETERS
Call Control 802.1p Priority: 6
Audio 802.1p Priority: 6
Video 802.1p Priority: 5
H.323 IP ENDPOINTS
H.323 Link Bounce Recovery? y
Idle Traffic Interval (sec): 20
Keep-Alive Interval (sec): 5
Keep-Alive Count: 5

AUDIO RESOURCE RESERVATION PARAMETERS


RSVP Enabled? n

3.5 Configure SIP Signaling Group


This section describes the steps for administering a signaling group in Communication Manager
for communication between Communication Manager and Session Manager.
Enter the add signaling-group <s> command, where s is an available signaling group, and
configure the following:
Group Type:
Set to sip
Near-end Node Name:
Set to CLAN
Far-end Node Name:
Set to the SM name configured in Section 3.2
Far-end Network Region: Set to the region configured in Section 3.4
Far-end Domain:
Enter the Authoritative Domain from Section 3.4
IMS Enabled :
Set to n
add signaling-group 103

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SIGNALING GROUP
Group Number: 103
Group Type: sip
IMS Enabled? n
Transport Method: tls
Q-SIP? n
IP Video? y
Priority Video? y
Peer Detection Enabled? y Peer Server: SM

Near-end Node Name: CLAN


Near-end Listen Port: 5061

Enforce SIPS URI for SRTP? n

Far-end Node Name: ASM1


Far-end Listen Port: 5061
Far-end Network Region:1
Far-end Secondary Node Name:

Far-end Domain: silpunelab.com


Incoming Dialog Loopbacks: eliminate
DTMF over IP: rtp-payload
Session Establishment Timer(min): 3
Enable Layer 3 Test? y
H.323 Station Outgoing Direct Media? n

Bypass If IP Threshold Exceeded?


RFC 3389 Comfort Noise?
Direct IP-IP Audio Connections?
IP Audio Hairpinning?
Initial IP-IP Direct Media?
Alternate Route Timer(sec):

n
n
y
n
n
6

3.6 Configure SIP Trunk Group


This section describes the steps for administering a trunk group in Communication Manager for
communication between Communication Manager and Session Manager. Enter add trunkgroup <t> command, where t is an unallocated trunk group, and configure the following:
Group Type:
Set to sip.
Group Name:
Enter a descriptive name.
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TAC:

Signaling Group:

Number of Members:

Service Type:

Set to an available trunk access code that is valid in the


provisioned dial plan.
Set to the Group Number field value configured in Section
3.5.
Allowed value is between 0 and 255. Set to a value large
enough to accommodate the number of SIP telephone
extensions being used, but still within the maximum
number allowed (see Section 3.1).
Set to tie.

add trunk-group 103

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21

TRUNK GROUP
Group Number:
Group Name:
Direction:
Dial Access?
Queue Length:
Service Type:

103
To-ASM-AACC
two-way
n
0
tie

Group Type: sip


CDR Reports: y
COR: 1
TN: 1
TAC: #003
Outgoing Display? n
Night Service:
Auth Code? n
Member Assignment Method: auto
Signaling Group: 103
Number of Members: 100

3.7 Configure Route Pattern


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

A descriptive name.
The trunk group number from Section 3.6.
Enter a level that allows access to this trunk, with 0 being
least restrictive.

Pattern Name:
Grp No:
FRL:

change route-pattern 103


Pattern Number: 103
Pattern Name: sip
SCCAN? n
Secure SIP? n
Grp FRL NPA Pfx Hop Toll No. Inserted
No
Mrk Lmt List Del Digits
Dgts
1: 103
0
2:
3:
4:
5:
6:

1:
2:
3:
4:
5:
6:

BCC VALUE TSC CA-TSC


0 1 2 M 4 W
Request

ITC BCIE Service/Feature PARM

y
y
y
y
y
y

rest
rest
rest
rest
rest
rest

y
y
y
y
y
y

y
y
y
y
y
y

y
y
y
y
y
y

y
y
y
y
y
y

n
n
n
n
n
n

VB: Reviewed:
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n
n
n
n
n
n

Page

1 of
DCS/
QSIG
Intw
n
n
n
n
n
n

3
IXC
user
user
user
user
user
user

No. Numbering LAR


Dgts Format
Subaddress
none
none
none
none
none
none

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3.8 Administer Dial Plan and AAR Analysis


This section provides sample Automatic Alternate Routing (AAR) used for routing calls to
Avaya Aura Contact Center with dialed digits of 4xxx. Note that other methods of routing
may be used. Use the change 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 for the remaining fields. Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 2.
Total Length:
Length of the full dialed number, in this case 4
Call Type:
aar
change dialplan analysis

Page
DIAL PLAN ANALYSIS TABLE
Location: all

Dialed
String
0
1
2
3
4
5
6
7
8
9
*
#

Total
Length
1
4
4
4
4
4
4
4
1
1
3
3

Call
Type
attd
ext
aar
aar
ext
ext
ext
aar
fac
fac
dac
dac

Dialed
String

Total Call
Length Type

1 of

Percent Full:
Dialed
String

12
1

Total Call
Length Type

Use Automatic Alternate Routing (AAR) for routing calls to Avaya Aura Contact Center with
dialed digits of 2xxx. Use the change aar analysis <n> command where n is the digit of the
entry to administered. Enter the following values for the specified fields and retain the default
values for the remaining fields. Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 25
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 3.7. i.e. 103
Call Type:
aar
change aar analysis 2

Page
AAR DIGIT ANALYSIS TABLE
Location: all

Dialed
String
25
20000
21

VB: Reviewed:
SPOC 03/25/2012

Total
Min Max
4
5
6

4
5
6

Route
Pattern
103
1
15

Call
Type
aar
aar
aar

1 of

Percent Full: 1
Node
Num

ANI
Reqd
n
n
n

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3.9 Configure Agent Extensions


Add stations for use by the Avaya Aura Contact Center Agents. These are H.323 stations that
must be configured with the following. These stations will be used in Section 5.7.
A maximum of 2 Call Appearance lines per agent station
Restrict Last Appearance must be enabled on all agent stations
IP Softphone enabled
Issue add station <n> n is an available extension number. Enter the following values for the
specified fields, and retain the default values for the remaining fields.
Type:
Enter station type 9620
Name:
A descriptive name.
Security Code:
Enter a valid code.
IP SoftPhone:
y
add station 3011

Page

1 of

STATION
Extension:
Type:
Port:
Name:

3011
9620
S00005
AACC_Test

Lock Messages? n
Security Code: 1234
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:

BCC:
TN:
COR:
COS:

0
1
1
1

STATION OPTIONS
Loss Group: 19
Speakerphone:
Display Language:
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?

2-way
english

Time of Day Lock Table:


Personalized Ringing Pattern: 1
Message Lamp Ext: 3011
Mute Button Enabled? y

internal
y

Media Complex Ext:


IP SoftPhone? y
IP Video Softphone? n
Customizable Labels? y

Navigate to Page 2 and enter the following values for the specified fields, and retain the default
values for the remaining fields.
Restrict Last Appearance:

add station 3011

Page

2 of

STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:

spe
y
n
n
y
n
n
single

H.320 Conversion? n
Service Link Mode: as-needed
Multimedia Mode: enhanced

VB: Reviewed:
SPOC 03/25/2012

Auto Select Any Idle Appearance? n


Coverage Msg Retrieval? y
Auto Answer:none
Data Restriction? n
Idle Appearance Preference? n
Bridged Idle Line Preference? n
Restrict Last Appearance? y
EMU Login Allowed? n
Per Station CPN - Send Calling Number?
EC500 State: enabled
Audible Message Waiting? n

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MWI Served User Type:


AUDIX Name:

Display Client Redirection? n


Select Last Used Appearance? n
Coverage After Forwarding? s
Multimedia Early Answer? n
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 3011
Always Use? n IP Audio Hairpinning? n

Navigate to Page 4 and only assign two call appearances by entering call-appr for button
assignments 1 and 2.
add station 3011

Page

4 of

STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:

Headset?
Speaker?
Mounting:
Cord Length:
Set Color:

ABBREVIATED DIALING
List1:

List2:

BUTTON ASSIGNMENTS
1: call-appr
2: call-appr
3:

n
n
d
0

List3:

4:
5:
6:

voice-mail Number:

3.10 Save Translation


Configuration of Communication Manager is complete. Use the save translation command to
save the changes.

Configure Avaya Aura System Manager

Once the CM Configurations are in place, we need to perform the following configuration on
System Manager:

Administer SIP Domain and Locations.


Administer SIP entity between Session Manager and Communication Manager, Session
Manager and Avaya Aura Contact Center
Administer SIP Entity Links between Session Manager and Communication Manager,
Session Manager and Avaya Aura Contact Center
Administer Routing Policies and Dial Patterns which control routing between SIP
Entities.
Synchronize changes with Communication Manager.

Above configuration is out of scope of this document please refer Avaya Aura System
Manager Administration guide mentioned in the Section 8.3.

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Configure Avaya Aura Contact Center

This section provides the procedures for configuring Avaya Aura Contact Center. The
procedures include the following areas:

Contact Center Server onfiguration


CCT User administration
CCT Console configuration
CDN configuration
Skillset configuration
Add an application script
AACC Agent configuration

5.1 Contact Center Server Configuration


On the Avaya Aura Contact Center server navigate to Start Programs Avaya  Contact
Center  Manager Server  Server Configuration. Under WS Open Interfaces Page if SOA
ENABLED is selected AND if CCMS is co-resident with CCT, then ensure that the ports used
by SOA and CCT Web Services are not using the same port range.

5.2 CCT User Administration


Add a new user with username CallRecordUser (user account used by Avaya Proactive
Contact to connect to the CCT web service) to the CCT administration. To add this user:
Access the CCT administration page using the link
<http://aacchostname>:8081/WebAdmin/
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Right Click on the User link and click Add new user.

Fill in the user for details for CallRecordUser as required and Save

Once saved the CallRecordUser will be listed under the CCT administration.

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5.3 CCT Console configuration


On the Avaya Aura Contact Center server navigate to Start Programs Avaya Contact
Centre Communication Control Toolkit  CCT Console. From the right hand pane of the
CCT console, select Communications Control ToolkitServer Configuration  CCT Web
Services.
On the CCT web services page check for the following values:

Ensure the Tab Enable CCT Web Services is enabled.


Ensure that TLS is not selected.
For ports field enter value as 9080.
Domain Authentication Server is the actual server name of the server that is running the
Domain Controller Software.
For Domain Authentication Method, use Simple. (If the alternative Digest-MD5 is
used, this then requires that the reversible encryption option is enabled on the Domain
Controller for the CallRecordUser account)
For Session TimeOut field set it to 10080.

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5.4 CDN (Route Point) Configuration


Launch url: http://<IP Address of Avaya Aura Contact Center and login to the Contact Center
Management Administration with administrative credentials. In the Launch pad, click
Configuration. In the left pane, click the (+) sign next to the Contact Server 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. In the below
example, a CDN inbound and a CDN acquire are created.
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.

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5.5 Skillset Configuration


In the Contact Management click on Skillsets folder and create two skill sets as
SKILLSET_ACQUIRE and SKILLSET_INBOUND. Assign Contact Type to Voice as
displayed below.

5.6 Add an Application Script


Applications contain instructions that determine the sequence of steps that a contact follows after
the contact arrives at Avaya Aura Contact Center. These steps can include call treatments (such
as music or ring back), 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
contact follows, and they provide treatments to a contact as the contact moves through Contact
Center. In the Launch Pad click Scripting. Choose Orchestration Designer, Launch
Orchestration Designer.
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On the Orchestration Contact Center window, on the left pane click the (+) sign next to the
Contact Server Manager name and right click on Applications [Full Control]. Select New
Application. Provide the Application Name and select Script radio button. Click Finish.

Edit the above created Application script_acquire to have the following lines as displayed
below:

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In the similar fashion create the below Application scrip_inbound.

Right click on the Application Name and select Activate to active these applications (not
shown).

5.7 AACC Agent Configuration.


Launch url: http://<IP Address of Avaya Aura Contact Center and login to the Contact
Center Manager with administrative credentials

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The following screen is displayed after a successful login. Click on Contact Center
Management on the Launchpad.

In the left pane, click the Contact Center Manager to which the agent is to be added. On the
menu, select Add Agent. The following highlighted fields were configured on New Agent
Details window under User Details section:
User Type:
Select Agent
First Name:
Type a first name for the agent
Last Name:
Type a last name for the agent
Login ID:
Enter the extension created in Section 3.9 (the number the
agent enters to logon to the phone). Primary Supervisor:
Select Supervisor from the list
Voice URI:
Enter sip:3011@silpunelab.com. This field uses the SIP
address of the TR87-controlled terminal dedicated to this
agent, in the format sip:agent (use
Extension@SIPdomain, where SIPdomain is the CCMS
Local SIP Subscriber Domain name).
Enable CTI for this agent Check the check box
Create CCT agent:
Check the check box

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Click Contact Types, which is then expanded. Select the check box beside each Contact Type to
assign to the agent (for example, Voice, IM).Assign the acquire and inbound skills set created in
the Section 5.5 to Avaya Aura Contact Center agent.

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Configure Proactive Contact

This section provides the procedures for configuring Avaya Proactive Contact Agent Blend
feature to work with Avaya Aura Contact Center.
List of various configuration files is as follows:
CBA_procs
CBA_cfg
ctirc1
dom_groupdata
acd_ext.cfg
cti_passwd
Note: before the below configurations are performed make sure that Predictive Blend value
added package is already installed on the dialer.

6.1 CBA_procs
Navigate to the /opt/avaya/pab/config/ directory. Copy and rename the CBA_procs.example
file to CBA_procs by entering the command cp CBA_procs.example CBA_procs and press
Enter. Edit CBA_procs as shown below:
Verify that the CBA_procs has the correct hostname of Avaya Proactive Contact.

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############################################################################
#
|Max Wait|Max Wait|Max Wait|Max Wait|Kill
#
| Before | Before | Before | Before |Cfg# Process|Startup|Shutdown|Shutdown| Abort | SIGTERM| SIGKILL|Only
#
Type | Order | Order | Message| Message| Signal | Signal |Mode
#--------------------------------------------------------------------------# NOTE - Startup Order and Shutdown Order MUST start at the value one(1) and
#
increment WITHOUT any sequence gaps
PROCESS_CONTROL
SOE| 1 | 5 | -1 | -1 | -1 | 25 | 0
USR| 2 | 4 | -1 | -1 | 21 | 24 | 0
CTI| 3 | 3 | 11 | 15 | 24 | 35 | 1
ACD| 4 | 2 | 0 | 5 | 10 | 11 | 1
MSC| 5 | 1 | -1 | -1 | -1 | 25 | 0
###############################################################
# Process | Host | Path | Binary | Parameters
# Type
| Name |
| Name |
#-------------------------------------------------------------PROCESS_INSTANCE
USR|pusqaHP04|/opt/avaya/pab/bin/|cbauser|1
CTI|pusqaHP04|/opt/avaya/pab/bin/|cti|1
ACD|pusqaHP04|/opt/avaya/pab/bin/|acdmon|1 nocancel min_asa 2sec gen_rel
#MSC|pusqaHP04|/opt/avaya/pab/scripts/|acdsnap_mon|

6.2 CBA_cfg
Copy and rename the CBA_cfg.example file to CBA_cfg by entering the command cp
CBA_cfg.example CBA_cfg and press Enter. This establishes the Application, PBX and
Gateway IDs used by Agent Blending.
# Type of file | Max Size Before Truncation | Size After Truncation
STATS_FILE_SIZE|1000000|200
EVENT_FILE_SIZE|1000000|200
TRANS_FILE_SIZE|1000000|200
# Valid Domain Application IDs for the IICB system
APPLICATION_IDS
1
# Valid Domain PBX IDs for the IICB system
PBX_IDS
1
# Valid Domain Gateway IDs for the IICB system
GATEWAY_IDS

6.3 ctirc1
Copy and rename the ctirc.auracc file to ctirc1 by entering the command cp ctirc.auracc
ctirc1. Edit the CallRecordUser line of the ctirc1 file. The string will use the following format
of:

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CallRecordUser:< Avaya Aura Contact Center Server IP>:<Domain>:< Avaya Aura Contact
Center Switch Connection Type>:<Event Watch Interval in Secs.>:9080:9091:9092.
CallRecordUser is the same user created in Section 5.2
Avaya Aura Contact Center Server IP is the IP address of Avaya Aura Contact
Center.
Domain is the domain for Avaya Aura Contact Center
Avaya Aura Contact Center Switch Connection Type is SIP. This is used for the
connection type used by Avaya Aura Contact Center to integrate with the Voice
Switch. It can have one of the two values, SIP or AML
Event Watch Interval in Secs is 300. This value is the time interval in seconds
cep_auracc will watch and check whether events received during last interval. 9080
is the port number, on which Contact Manager Services web service is exposed on
AACC (CCT-OI services).
9091 is the port number used by CMF Services Client.
9092 is the port number used by System Event Services Client.
0
# N/A for AACC
0x11
# CEP
CHGSVR
0x2015A
# Supported Events
0
# Stats and Counts (No MIS for AACC)
0
# Appear and Vanish (No LM for AACC)
0
# Agent Available, Login, Logout
0
# per-outstanding-move (N/A for AACC)
0
# seconds added to LM (N/A for AACC)
0
# seconds added to LC (N/A for AACC)
Port SupId SupPass
NotUsed
CallRecordUser:10.0.0.92:AACC:SIP:300:9080:9091:9092
chgsvr
cep_auracc

6.4 dom_groupdata
Proactive Contact needs to be configured with the inbound CDN of AACC to be monitored and
the acquire CDN for acquiring agents in order to handle calls from the outbound job. The
Proactive Contact name for a CDN is Domain. Configured in
opt/avaya/pab/config/dom_group.data this defines an Outbound Only (OB_ONLY) Domain
Group (DG) called MID_WST, an IB (inbound) Domain called 2502, with specific reference to
CDN 2502, and a TEAM (acquire) Domain called 2503 with specific reference to CDN 2503.
Both of these Domains have a Domain Group ID of MID_WST.
*VERSION | 1
########################### Defined Domains Groups #########################
# Domain Group Record Layout - To Create a new domain group copy the template
#
below and replace all field holders with appropriate values.
#
NOTE - All fields that retain their place holder values(TR,TT,etc)
#
will be assumed to be empty.
#
NOTE - Line breaks may happen between any fields but not within a field
#
NOTE - Do not change lower case field holders
#
#
WARNING - Remove the "#" comment field indicator to activate the template
#
# TEMPLATE
# ------------------------------------------------------------------------------

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#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#

*DG | DG_NM | dg_id | RTI | CM | MAAS | SC | DSL | MSL |


AUT | MAO | TR | TT | ACWT | MQR | afi | rti |
-----------------------------------------------------------------------------Description of fields within a Domain Group
------------------------------------------*
- Start Of New Record { MUST be in first column of record}
DG
- Domain Group Record Key
{ Always DG}
DG_NM - Domain Group Name {Descriptive name use by UI to specify a domain}
dg_id - Domain Group ID { FILLED IN BY SYSTEM}
RTI
- Time Interval (hours)
CM
- Control Method {ASA-Avg.Spd Answered,SL-Sevice Lvl,OB_ONLY-Outbound}
MAAS
- [Target] Average Speed to Answer (seconds)
SC
- Service Criterion (seconds)
DSL
- Desired Service Level (%)
MSL
- Abatement Service Level (%)
AUT
- Traffic Intensity Threshold (%)
MAO
- Minimum # of Agents on Outbound (# agents)
TR
- Initial Traffic Rate (calls/second)
TT
- Minimum Talk Time (seconds)
ACWT
- Minimum After Call Work Time (seconds)
MQR
- Minimum Queued for Release (OB_ONLY groups)
afi
- Acquisitions From Inbound { FILLED IN BY SYSTEM }
rti
- Releases To Inbound
{ FILLED IN BY SYSTEM }

*DG | MID_WST | 0 | RTI | OB_ONLY | MAAS | SC |


DSL | MSL | AUT | MAO | TR | 6 |
ACWT | 0 | afi | rti |
########################### Defined Domains #########################
# Domain Record Layout - To Create a new domain copy the template below
#
and replace all field holders with appropriate values.
#
NOTE - All notes/warnings from domain group field still apply.
#
# TEMPLATE
# --------------------------------------------------------------------------# *DM | DM_ADRS | DM_EXT | DG_NM | dg_id | AP_ID | PBX_ID | GW_ID | DM_TYP |
# --------------------------------------------------------------------------#
# Description of fields within a Domain
# ------------------------------------------# *
- Start Of New Record {MUST be in first column of record}
# DM
- Domain Record Keyword
{Always DM}
#
# DM_ADRS- Domain Address
# DM_EXT - Domain Phone Number
# DG_NM - Domain Group Name {Descriptive name use by UI to specify a D.G.}
#
Use TRANS if defining a floating transient domain.
# dg_id - Domain Group ID {FILLED IN BY SYSTEM}
# AP_ID - PDS ID
# PBX_ID - PBX ID
# GW_ID - Gateway ID
# DM_TYP - Domain Type -- one of:
#
IB
- Inbound,
#
TRANS
- Transient Acquire,
#
TEAM
- Team Acquire,
#
OV_FLOW - Overflow
#
*DM | 2502 | 2502 | MID_WST | 0 | 1 | 1 |
1 | IB |
*DM | 2503 | 2503 | MID_WST | 0 | 1 | 1 |

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1 | TEAM |

6.5 acd_ext.cfg
Edit acd_ext.cfg this contains Communication Manager extension number into which
Proactive Contact Agents, Avaya Aura Contact Center agents and ACD Agents will be
logging in, as show below, extension 3011 in this case:
1:3011

Verification

This section provides the tests that can be performed to verify proper configuration of this lab
configuration.

7.1 Verify Avaya Aura Communication Manager


Verify the status of the trunk created between Communication Manager and Sesssion Manager
server by issuing the command status trunk 103. The trunk status should be in-service.
status trunk 103

Page

TRUNK GROUP STATUS


Member

Port

Service State

Mtce Connected Ports


Busy

0103/001
0103/002
0103/003
0103/004
0103/005
0103/006
0103/007
0103/008
0103/009
0103/010
0103/011
0103/012
0103/013
0103/014

T04930
T04931
T04932
T04933
T04934
T04935
T04936
T04937
T04938
T04939
T04940
T04941
T04942
T04943

in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle

no
no
no
no
no
no
no
no
no
no
no
no
no
no

7.2 Verify Avaya Aura Session Manager


Verify Communication Manager and Session Manager server can route calls to the Contact
Center Manager Server, and that the Media Application Server gives the call ringback tones. For
this ensure that:
System Manager has a Entity link between Session Manager and CCMS.
System Manager has a Routing Policy to route the calls to Contact Center Manager
Server.

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Use the traceSM utility to debug the Session Manager side of the integration. Start the traceSM
utility and then make a call to the Contact Center Route Point.The trace of the successful
Inbound CDN call would look as below; in this case Inbound CDN is 2503.

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7.3 Verify Avaya Aura Contact Center


Verify that the Contact Server Services are up and running.
To ensure that the SIP enabled Contact Center is working correctly and agent blending is taking
place properly, perform the following steps:
1. Ensure an Avaya Aura Contact Center agent phone is online.
2. Log the Avaya Aura Contact Center agent on using the Agent Desktop.
3. Login Proactive Contact agent application using the Communication Manager extension
used by above Avaya Aura Contact Center agent.
4. Run an outbound job in Proactive Contact.
5. Join the job from Proactive Contact agent application.
6. As soon as Proactive Contact agent joins the outbound job, PC agent should get an
acquire call.
7. Answer the acquire call.
8. Once Proactive Contact agent answer the acquire call, dialer acquires the PC agent to
take outbound calls through PC agent application.
9. Now for Agent Blending to take place, direct a voice call to Inbound CDN.
10. Proactive Contact monitors the Inbound CDN of Avaya Aura Contact Center when it
sees inbound call on the CDN; it puts the Proactive Agent application on break and

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moves the agent to take the inbound call via Avaya Aura Contact Center agent
application.

7.4 Verify Avaya Proactive Contact


To verify that the Agent Blend configuration on Proactive Conatct is configured properly, Log in
to CLI mode as Administrator and run command cbaui. The \ screen below is displayed:
cbaui
Would you like to:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.

Start
Shutdown
Reset
Set domain group parameters
Get domain group parameters
Get domain parameters
Get domain group transition activity
Get domain group statistics
Delete domain group
Delete domain
Create domain group
Create domain
List running IICB processes
Reset domain group statistics
Start or stop acquiring on a domain group
Exit

Please select one of the above (1-16):13

Select option 13 and verify the six blend processes are up and running as shown below.
The following IICB processes are still running:
pusqaHP04
17652 pts/0
00:00:00 cbamain
17675 pts/0
00:00:00 cbauser
17690 pts/0
00:00:00 cti
17695 pts/0
00:00:00 chgsvr
17706 ?
00:00:00 acdmon
17708 pts/0
00:00:00 cep_auracc

8. Conclusion
These application notes describe how to integrate Avaya Proactive Contact with Avaya Aura
Contact Centre to achieve Agent Blending. Please refer Section 1.2 for test scenarios verified.

9. Additional References
This section references the product documentation relevant to these Application Notes.

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Avaya Aura Communication Manger 6.0.x:


[1]
Avaya Aura Communication Manager Feature Description and Implementation, DOC
ID 555-245-205, available at http://support.avaya.com.
[2]
Administering Avaya Aura Communication Manager, DOC ID 03-300509, available at
http://support.avaya.com.
Avaya Proactive Contact 5.0
[5]
Release notes for Avaya Proactive Contact Release 5.0 dialer and database, available at
http://support.avaya.com.
[6]
Avaya Proactive Contact Release 5.0 Administration Guide, available at
http://support.avaya.com.
Avaya Aura System Manager 6.1
[7]
Administring Avaya Aura System Manager, available at http://support.avaya.com.
[8]

Application Note for Configuring Avaya Aura Contact Center 6.1 with Avaya Aura
Communication Manager 5.2, Avaya Aura Application Enablement Server 5.2.1 and
Avaya Aura SIP Enablement Services 5.2.1

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 is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com.

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