Professional Documents
Culture Documents
These Application Notes describe the procedures for configuring Verint Impact 360 Recorder
Version 11 and Avaya Aura® Contact Center 6.2 and Avaya Aura® Application Enablement
Services 6.1 and Avaya Aura® Communication Manager 6.0. The overall objective of the
interoperability compliance testing is to verify calls made from/to a Contact Center agent can
be recorded by Verint Impact 360 Call Recording application.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
In the compliance testing, Verint Impact 360 used the Telephony Services Application Programming
Interface (TSAPI) from Avaya Aura® Application Enablement Services to monitor contact center
devices on Avaya Aura® Communication Manager, and used the Device, Media, and Call Control
(DMCC) interface from Avaya Aura® Application Enablement Services along with the Service
Observe feature to capture media associated with the monitored agents for call recording.
For the manual part of the testing, each call was handled manually on the agent with generation
of unique audio content for the recordings. Necessary user actions such as hold and un-hold were
performed from the agent telephones to test the different call scenarios.
The serviceability test cases were performed manually by stopping and starting CTI services
from Impact 360 application and Contact Center CCT services.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and standards-based interfaces pertinent to
the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute a full product performance or feature testing performed by
third party vendors, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a third party solution.
2.3. Support
For technical support on the Verint Impact product, the details of Verint support contact can be
found in the Verint website for a specific region, please go to the Verint website below.
Website: www.verint.com
3. Reference Configuration
Figure 1 illustrates a sample configuration with an Avaya Aura® Solution for Midsize
Enterprise system that has an Avaya Media Gateway G450, Avaya Aura® Contact Center Co-res
system, and Verint Impact 360 call recording server.
Equipment Software
Avaya S8800 server running Avaya Aura® 6.1.0.0.2580
Solution for Midsize Enterprise
Avaya Aura® Communication R016x.00.1.510.1 Patch 19528
Manager
Avaya Aura® System Manager 6.1.0 (Rev No 6.1.10.1.1774)
Avaya Aura® Session Manager 6.1.6.616002
Avaya Aura® Application 6.1.0 SP3
Enablement Services
Avaya S8800 server running Avaya Aura® 6.2 SP5 with RollUp 1,2,and 3
Contact Center
Operating System of Avaya Aura® Contact Windows 64-bit 2008 Standard R2
Center server Service Pack 1
Avaya IP Deskphone 9641G 6.0.2 V452
Avaya IP Deskphone 9608 6.0.2 V452
Avaya IP Deskphone 9611G 6.1 R28
Avaya IP Deskphone 9620 3.17
Verint Impact 360 Recorder Version 11 plus Fix KB112255
Operating System of Verint server Windows 64-bit 2008 Enterprise R2
The license file installed on the system controls the maximum permitted. If there is insufficient
capacity or a required feature is not enabled, contact an authorized Avaya sales representative to
make the appropriate changes.
Go to Page 3 and verify that the ASAI Link Core Capabilities, and Computer Telephony
Adjunct Links customer option is set to “y”. If this option is not set to “y”, then contact the
Avaya sales team or business partner for a proper license file.
Use Automatic Alternate Routing (AAR) for routing calls with dialed digits 40xx to Contact
Center system. Use the “change aar analysis 0” command and add an entry to specify how to
route the calls. Enter the following values for the specified fields and retain the default values for
the remaining fields. Submit these changes.
Dialed String: Dialed prefix digits to match on, in this case “40”.
Total Min: Minimum number of digits, in this case “4”.
Total Max: Maximum number of digits, in this case “4”.
Route Pattern: The route pattern number from Section 5.7. i.e., “2”.
Call Type: “aar”.
To administer COR 1 and this COR 1 will be used for H323 agent stations, enter the “change
cor <n>” command, where n is available COR number. Enter the following fields and retain
other fields at default.
COR Description: Enter a descriptive name, e.g., “For regular station”.
Can Be Service Observed?: set to “y”.
Can Be a Service Observer?: set to “n”.
Use the same command above to configure COR 2. Enter the following fields and retain other
fields at default.
COR Description: Enter a descriptive name, e.g., “For service observer”.
Can Be Service Observed?: set to “n”.
Can Be A Service Observer?: set to “y”.
Go to Page 2, and set “Restrict Last Appearance” to “y” and retain other fields at default.
This section assumes that Session Manager and System Manager have been installed, and
network connectivity exists between the two platforms.
The configurations of the following components comprise the Session Manager configuration.
SIP Domains
Locations
SIP Entities
Entity Links
Time Ranges
Routing Policy
Dial Patterns
Click Commit to save. The following screen shows the Domains page used during the
compliance test.
General section
Enter the following values and use default values for the remaining fields.
Enter a descriptive Location in the Name field (e.g. Subnet 10.10.97.0).
Enter a description in the Notes field if desired.
Repeat these steps in the Location Pattern section if the Location has multiple IP segments.
Modify the remaining values on the form, if necessary; otherwise, use all the default values.
Click on the Commit button.
Repeat all the steps for each new Location. The following screen shows the Location page used
during the compliance test.
Navigate to Routing SIP Entities and click on the New button to create a new SIP entity
(screen not shown). Provide the following information:
General section
Enter the following and use default values for the remaining fields:
Name: Enter a descriptive name.
FQDN or IP Address: Enter the IP address of the signaling interface on each:
o Communication Manager: 10.10.97.23
o Session Manager virtual SM-100: 10.10.97.27
o Contact Center: 10.10.97.56
From the Type drop down menu, select a type that best matches the SIP Entity:
o For Communication Manager, select CM
o For Session Manager, select Session Manager
o For Contact Center, select Other
Enter a description in the Notes field if desired.
Select the appropriate time zone.
Port (only available in the SM SIP Entity): Add port 5060 for TCP and UDP, and 5061
for TLS protocols, and select the sip domain “sipaacc.com” in the Default Domain
column for each added port.
Accept the other default values.
Click on the Commit button to save each SIP entity. The following screen shows the SIP
Entities page used during the compliance test. Repeat all the steps for each new SIP entity.
Navigate to Routing Entity Links and click on the New button to create a new entity link
(screen not shown). Provide the following information:
The following screen shows an Entity Links page between Session Manager and Communication
Manager.
The following screen shows an Entity Links page between Session Manager and Contact Center.
To add a Time Range, navigate to RoutingTime Ranges, and click on the New button (screen
not shown). Provide the following information:
Click the Commit button. The following screen shows the Time Range page used during the
compliance test.
To add a Routing Policy, navigate to Routing Routing Policies and click on the New button
on the right (screen not shown). Provide the following information:
General section
Enter a descriptive name in the Name field.
Enter a description in the Notes field if desired.
Click Commit to save Routing Policy definition. Repeat the steps for each new Routing Policy.
The following screen shows the Routing Policy used for Communication Manager during the
compliance test.
To add a Dial Pattern, select Routing Dial Patterns and click on the New button (not shown)
on the right pane. Provide the following information:
General section
Enter a unique pattern in the Pattern field (e.g. 51 and 40).
In the Min field enter the minimum number of digits (e.g. 4).
In the Max field enter the maximum number of digits (e.g. 4).
In the SIP Domain drop down menu select the domain “sipaacc.com” as configured in
Section 6.1.
Originating Locations and Routing Policies section
Click on the Add button and a window will open (not shown).
Click the Commit button to save the new definition. Repeat steps for the remaining Dial
Patterns. The following screen shows the dial pattern 51xx in Communication Manager used for
the compliance test.
From the Switch Connections page, select the newly added CM connection and then click on
the Edit PE/CLAN IPs button as shown below.
During the compliance test, Windows 2008 Standard Certificate Authority was used to sign
client certifications for both AES and Contact Center servers.
Right-click mouse on the CA server (in this case is AURASIPCC-CA) in the left navigation
pane, in the context menu, select Properties. The CA Properties window is displayed (screen not
shown). In the General tab of the window, select View Certificate. The Certification window
is displayed, select Details tab in the Certificate window as shown below.
The signed certificate now is in the “Issued Certificates” folder, right-click mouse on the
certificate to open this certificate.
Select the Copy to File button in the screen above. The Certificate Export Wizard window is
displayed. Select export file format as“BASE-64 encoded X509” as shown below and save the
certificate.
The screen below shows the certificate of the AES server is imported successfully and signed by
the “AURASIPACC-CA” Certificate Authority.
Restart Linux of AES server so that the new certificate can be used. To restart AES Linux,
navigate to Maintenance Service Controller, the Service Controller page is displayed in
the right, select Restart Linux button to do so.
Restart the AES Linux server, by going to Maintenance Service Controller on AES
management console and click Restart Linux.
In the compliance test, the Contact Center system used is a co-res system which consists of
Contact Center Manager Server, Contact Center Manager Administrator, Contact Center
Communication Control Toolkit, Contact Center License Manager, and Media Server
Application (MAS).
Note that the default certificate that is already installed in the Certificate Manager when Contact
Center system is newly installed, use the default password “__avaya” (two underscore and
“avaya” word) to access the Certificate Manager. During the compliance test, Contact Center
server uses Windows Standalone Certificate Authority (CA) to sign the certificate that is used to
establish the TLS connection to AES server. For more information on how to manage certificates
in Contact Center server, please refer to Section 12.
The Pending Request folder now has a pending request certificate of Contact Center server.
Right-click mouse in this certificate, select All Tasks Issue to sign the certificate as shown
below.
In the Add Root Certificate box, click Browse button to upload the Root CA as saved in
Section 7.8.1 and click on Add CA Certificate button to add the Root CA into the Contact
Center Certificate Manager.
In the Add Signed Certificate box, click Browse button to upload the signed certificate of
Contact Center above, and click Add Signed Certificate button to add the Contact Center signed
certificate into the Certificate Manager.
The Contact Center Manager Server machine needs to be restarted for changes to take effect.
Click Apply All to apply new configuration to CCMS and CCMS server needs to be restarted for
new changes to take effect.
The New User window is displayed, enter the following fields as shown below for the new user.
Click Create button to create the new user.
The screen below shows the home page of the MAS server.
Configure SIP domain for MAS, go to System Configuration Signaling Protocols SIP
Domains and Accounts. The Domains and Accounts window is displayed in the right pane. In
the Domains section, add the SIP domain “sipaacc.com” which is created in Section 6.1.
Configure music for MAS; go to System Configuration Media Management. The Media
Management window is displayed in the right pane. In the Media Management window, use
“Add” button to add the name “sipaacc.com” in the Content Namespaces section.
From the Launchpad window in the CCMA web page, select Configuration.
The Server Properties window is displayed in the right pane. Enter the following highlighted
fields below.
Type: Select “CCT” in the drop down menu.
Server Name: enter name of CCT server, e.g. “AURASIPCC”.
IP Address: enter IP address of CCT server, e.g. “10.10.97.56”.
Associated CCMS Servers: Check the radio button of present CCMS.
Port Number: “8081”.
Click Submit button to add the CCT Server.
Click Launch CCT Console in the screen above to launch the CCT Administration web-based
console, the CCT Administration console is displayed as shown below.
Click mouse on blank row in the CDNs table, so that CCMA will update changes and acquire the
CDN 4000 number. Make sure that “Acquired” is presented in the Status column for the newly
added CDN number.
.
The process to attach media server to services is as follows: First click on each service, e.g.,
“AG”, in the Routes(Target Media Servers)-AG window which will show the of list media
servers available. In the Available window, select the media server “MAS_Server” and click
forward arrow (>) to add the server to the Selected window. Click Submit button to save
changes,
Repeat the same procedure to attach the media server for the three other services.
o Create CCT Agent: check this check box. There will be Associate User
Account section displayed, select the radio button “Search local operating
system” and click List All button. All Windows users in the local AACC machine
will be listed, select the user “agent1” as created in Section 8.3 above.
o
Skillsets section: click List All button to list all types of skillset in the Contact Center
system, and select the skillset “sk1” as created in Section 8.7 above.
Repeat the same procedure above to create second agent that is associated with Windows user
“agent2”.
The screen below shows status of Impact 360 system after logged in.
Navigate to System Management Data Sources Data Sources Settings. In the Setting
window, select Avaya Communication Manager in the Data Source Name in the left
navigation pane as shown below. Leave all fields in the Setting window at default.
Select Phones tab that is next to the Member Groups tab, the Phones section is displayed. In
the Phones section, create two extensions “5100” and “5101” which are DNs of two agents in
Section 5.12, and assign these extensions to the member group “Selective Extension Pool”
above. Create another two extensions “5105” and “5106” which are DNs of observer stations as
configured in Section 5.13, and assign these extensions to the member group “Extension
Recording Resource”.
Make a call from IP phone to Contact Center CDN 4000. Based on the Contact Center
scripting in Section 8.11, the IP phone will hear music in 10 seconds and then the call
will be routed to the skillset “sk1” and finally comes to any available agent in the skillset
“sk1”. In the sample configuration, the call comes to H232 Agent 2 above.
The call is now established between the IP Phone and H323 Agent 2. Keep talking for
about 10-30s so that the Impact 360 application is able to capture audio of the call. To
check and play back for the recorded call above, from workstation PC with sound card
and speaker equipped installs Impact 360 Playback add-on application and then access to
the call recording storage of Impact 360 server by entering the link below: http://ie-
bert/Ultra in the browser with ie-bert is the name of Impact 360 server. The screen below
shows the detailed information of the recorded call above. Click Play button in the left
hand side to check the audio quality of the recorded call.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DevConnect Program at devconnect@avaya.com.