Avaya CVLAN Integration

NICE Perform®
Release 3
Integration with AVAYA CVLAN
February 2008
385A0284-09 Rev. A1
Insight from Interactions TM

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385A0284-09 Rev. A1
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Revision History
Integration with CVLAN
Revision Modification Date Description
A1 January 2008 • Business Data on page 25 – Updated section.

• Installing the Switch Driver on page 81– Updated
screens and procedure.
• Updated the following Troubleshooting procedures
(light changes):
• Missing VDN Information in Database
on page 94.
• Failed to Monitor Device on page 94.
• Monitor End Event is Received on page 95.
• Added testing and Debugging tool: CTi Console
Viewer on page 129.
Blank page for double-sided printing.
Contents
1
Introduction 11
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Avaya CVLAN Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Recording Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Extension-Side Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Trunk-Side Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
DMCC-Based Active VoIP Recording Architecture . . . . . . . . . . . . . . . . . . . 20
Avaya Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
NICE Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Passive VoIP Recording Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Avaya Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Customer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
NICE Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Supported Database Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2
Switch Configuration Guidelines 29
Connecting the Main Distribution Frame (MDF) . . . . . . . . . . . . . . . . . . . . . . 30
Configuring DS1 Cards for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . 31
Connecting DS1 Card Recording Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Contents 7
NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

Configuring DS1 Cards - Basic Parameters . . . . . . . . . . . . . . . . . . . . . . . . 32
Configuring DS1 Cards - E1 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Configuring DS1 Cards - T1 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3
Preparing the Avaya Environment 43
Preparing the AES environment for CVLAN . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configure the Switch on AES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configuring the AES on the ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Define the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configure the CTI Link Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Verify the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
4
Integrating Avaya CVLAN with NICE Perform 49
Installing the CVLAN Client on the NICE Interaction Center. . . . . . . . . . . . . 50
Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CVLAN Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Configuration Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CTI Interface Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Connection Manager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Switch Driver Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Configuring the CTI Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
5
Troubleshooting 91
Open Case Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Missing Login/Logout Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Missing VDN Information in Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Contents 8

Failed to Monitor Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Open Connection Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Monitor End Event is Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
ISDN Trunk - Alerting Event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Calls Are Reported With The Wrong Direction . . . . . . . . . . . . . . . . . . . . . . . 96
Connection Manager and Driver Fail to Connect to the AES . . . . . . . . . . . . 97
AES Environment: General Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . 98
Client Cannot Connect to CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6
NICE Testing and Debugging Tools 101
NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Setting Up the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Accessing the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 117
Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
CAPI Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CAPI Spy Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Changing Connection Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
CTi Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Contents 9

A
CVLAN Additional Parameters 133
CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . 134
Importing Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 141
Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 143
Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Index 149
Contents 10

1
Introduction
This guide describes the integration between the NICE Interaction Center and the Avaya CVLAN
Interface, when setting up a NICE Perform system.
NOTE: For an updated list of supported versions, refer to the Integration Description
Document (IDD).
Contents
NICE Perform Site Installation Overview...................................................................... 12

Avaya CVLAN Integration Workflow ............................................................................. 13
Integration Description .................................................................................................. 14
System Architecture....................................................................................................... 15
Recording Modes ...........................................................................................................17
Recording Methods ........................................................................................................ 17
Supported Database Fields ........................................................................................... 24
Limitations....................................................................................................................... 26
Chapter 1: Introduction 11

NICE Perform Site Installation Overview
NICE Perform Site Installation Overview
Legend Prepare Machines

Mandatory
component Install SQL + Databases
Optional
component
Install NICE Perform Applications
Define in System Administrator
Connect
NiceLog High Density Logger Interaction Capture Unit (ICU) NICE VoIP Logger
Install VoIP Recording Gateway (VRG)
Install NICE Interactions Center
You are Here Install and Configure Switch Integrations
Define Channel Mapping in the System Administrator
Install NMS
Install relevant optional components:

Audio Analysis Media Library NiceScreen
NICE Storage Center Playback Server and/or Feedback ScreenSense
Reporter Server
Perform Required Installation and Acceptance Test Procedures
NOTE:
Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform
site installation workflow.
The Site Installation Workflow Guide provides general guidelines and procedures for
installing NICE Perform at your site, and indicates the exact point during site installation
at which to perform switch integrations.

Avaya CVLAN Integration Workflow
Avaya CVLAN Integration Workflow

The following flow details the components required in the CVLAN integration.
Legend:
Configure ACM and Media Server Switch
Mandatory component
(with link to procedure
in this publication)
Optional component
It is recommended that an Avaya System Administrator be present
during the installation to assist with this phase of the installation.
Installing the CVLAN Client on the NICE Interaction Center
An Avaya System Administrator is

responsible for all procedures in the Avaya
environment.
All procedures in the Avaya environment
are by recommendation only!
Preparing the AES environment for CVLAN
Configuring the CTI Interface
(Optional in VoIP environment only)

Install VoIP Driver
see Integration with Avaya VoIP Drivers
Configuring the Connection Manager
Creating the Switch Driver
Installing the Switch Driver

Integration Description
Integration Description
Below is a summary of the Avaya CVLAN integration.
Driver Switch Configuration
Supported interface For an updated list of supported versions, refer to the Integration
versions Description Document (IDD).
Switch Link Type CVLAN
Available Recording Applications and Methods
Extension-side Total, Interaction-Based Recording
Trunk-side Total, Interaction-Based Recording
Trunk-side Matrix Interaction-Based Recording
DMCC-Based Active Total, Interaction-Based Recording

VoIP Recording
Passive VoIP Total, Interaction-Based Recording

Recording
Features Free Seating/Compound Call
Fields available for For a list of available fields, see Supported Database Fields
call search on page 24.

System Architecture
System Architecture
The CVLAN Client must be installed on the NICE Interaction Center. The NICE Interaction
Center communicates with the CVLAN Interface configured on the AES server, as illustrated in
the diagram below.
Figure 1-1 Avaya CVLAN Integration Architecture
Avaya
AES/CVLAN
Communication
AVAYA Server
Manager (ACM)
Environment Media Server
Media Server
Analog / Digital Agent
E1/T1 Trunks Media IP Extensions
Gateway
CLAN
LAN
Logger
connection is
dependant on
recording
method
Client
Workstation Analog / Digital
Agent IP
AES/CVLAN
Extensions
NICE Client
Environment NMS Server
Logger NICE Interaction Center (CLS)
Components
• Avaya Communication Manager (ACM): Avaya call processing software.
The ACM includes the following components:
• Media Server: The Media Server runs the ACM software, and performs real-time
management of the calls.
• Media Gateway: The Media Gateway performs signaling and audio conversion. It is
controlled by the Media Server and hosts the interface cards (analog, digital, CLAN,
MedPro and so on).
• CVLAN: CVLAN is an Application Programming Interface (API) that enables applications to
communicate with the Avaya Communication Manager (ACM). That is, to send and receive
ASAI-IP Messages over shared ASAI-IP links on TCP/IP (see page 14 for supported interface
versions).
CVLAN consists of two components, a CVLAN Client and a CVLAN Server:
• The CVLAN Client must be installed on the NICE Interaction Center. It provides clients
with access to the ACM via the CVLAN Server.

System Architecture
• The CVLAN Server provides LAN connectivity to remote workstations that require
access to the CVLAN API.
• CLAN (Control LAN): Connects the ACM to the client LAN, which gives the ability for the
IP phones and the AES to communicate over TCP/IP with the ACM. The CLAN includes a
10/100 BaseT Ethernet interface. It simplifies the connections between adjunct equipment and
the Communication Manager and provides TCP/IP connectivity over Ethernet connections to
applications, such as the AES, IP phones and soft phones.
• Avaya AES (Application Enablement Services): is a platform capable of running the
following services:
• TSAPI
• CVLAN
• DMCC (Device Media Call Control)
• SMS (System Management Service)
• Logger: The Logger is a digital voice logging system. Loggers continuously and
simultaneously record and archive audio from multiple sources. Audio is recorded to the hard
drive of the Logger for immediate playback capability.
• NICE Interaction Center (CLS): The NICE Interaction Center communicates with the Avaya
switch via CVLAN. Through communication with the CVLAN Interface configured on the
AES server, the NICE Interaction Center learns the call status, monitors call events and stores
them in its databases. A user can then query its database, find a call and play it back.

Recording Modes
Recording Modes
Depending on your CTI switch configuration, the following recording modes are available:
• Total Recording Records all calls for all connected inputs: All calls
(agent-to-customer, customer-to-agent, and agent-to-agent) are
recorded. This type of recording is used for resolving disputes.
When Total Recording is implemented in a Trunk-side
configuration, internal (agent-to-agent) calls are not recorded.
• Interaction-Based Records selected calls (interactions) based on filter criteria: The
Recording user selects complete or parts of calls to be recorded according
to a predefined schedule or criteria (for example, calls to and
from the sales department).
Interaction-Based Recording can be:
• Rule-Based
• Statistical for QM
• ROD (Recording on Demand)
Recording Methods
The following recording methods are available:
• Extension-side recording - NiceLog connects directly to the extensions and taps them. This
connectivity is usually used for Total Recording. See Extension-Side Recording
Architecture on page 18 for details.
• Trunk-side recording - NiceLog connects to trunks. This connectivity is used for Total
Recording and Selective Recording. See Trunk-Side Recording Architecture on page 19 for
details.
• DMCC-Based Active VoIP Recording - Audio packets are sent directly to the NICE VoIP
Logger’s IP address. This connectivity is used for Total Recording, Selective Recording and
ROD. See DMCC-Based Active VoIP Recording Architecture on page 20 for details.
• Active VoIP Recording with VRG
• Active VoIP Recording with VRA
• Passive VoIP Recording - NICE VoIP Logger receives sniffed (or mirrored) audio packets.
This connectivity is used for Total Recording, Selective Recording and ROD. See Passive
VoIP Recording Architecture on page 22 for details.

Recording Methods
Extension-Side Recording Architecture

The NiceLog Logger supports Extension-side recording. NiceLog Loggers record directly from
agent extensions, and are configured to receive direct parallel inputs to the digital extensions. Each
Logger saves recordings on its hard disks for immediate playback, and archives the calls for
long-term storage.
Figure 1-2 Extension-Side Recording Configuration
AVAYA
Environment Avaya
Communication
Media Server
Manager (ACM)
Media Server Main Distribution Analog / Digital
Media Server Frame (MDF) Agent Extensions
Media Server
Media
E1/T1 Trunks Gateway AES/CVLAN
Server
CLAN
LAN
AES/CVLAN
Client
NICE NMS Server
Client
Environment Workstation
NICE Interaction
Center (CLS) Logger
• The NiceLog Logger is connected to each extension of the switch the customer wants to
record. The Logger input is connected to the main Distribution Frame (MDF).
• The CTI server sends call data in real time as each call is initiated. The NICE Interaction
Center determines whether or not to record the call.
Customer Requirements
For an updated list of supported versions, refer to the IDD.

Recording Methods
Trunk-Side Recording Architecture

The NiceLog Logger supports Trunk-side recording using the Total Recording or Dynamic/Static
Selective Recording methods. In Trunk-side recording systems, NiceLog Loggers receive and sum
the E1/T1 trunk inputs, and record them.
IMPORTANT
Trunk-side recording requires:
Avaya Communication Manager switch software version G3v8.01.0.028.0 or higher
The Avaya switch sends the Trunk ID to the NICE Interaction Center via the CVLAN Interface.
NICE Interaction Center also receives call data that can be used in queries to retrieve specific calls.
Figure 1-3 Trunk-Side Recording Configuration
Avaya
Communication AES/CVLAN
AVAYA Manager (ACM) Server
Media Server
Analog / Digital
Agent IP
E1/T1 Trunks Media Extensions
Gateway
CLAN
LAN
ETAI
Client
Analog /
Workstation
Digital Agent
AES/CVLAN
IP Extensions
NICE Client
Environment NMS Server
Supported Trunks
The following trunk types are supported:
• CO • ISDN-PRI
• DCS over ISDN and non_ISDN • PCOL
• DID • R2MFC
• ISDN-BRI • Tie

Recording Methods
Customer Requirements
For an updated list of supported versions, refer to the IDD.
DMCC-Based Active VoIP Recording Architecture

In Active VoIP Recording, audio packets are sent directly to the NICE VoIP Logger’s IP address.
This is in contrast to Passive VoIP Recording, where the NICE VoIP Logger must be configured as
a destination port of a mirroring session in the LAN Switch.
Figure 1-4 Active VoIP Recording Configuration
Analog / Digital Agent Avaya

IP Extension Communication AES
Manager (ACM) DMCC/CVLAN Analog / Digital
Media Server Agent IP
AVAYA
Media Server Extension
Environment
Media
Gateway
MedPro
CLAN
LAN
NICE
Environment Media Provider
Controller AES/CVLAN
NMS Server Client
Client
Workstation
Avaya Components
• DMCC: Provides recording hooks which serve third-party integrations. In the NICE Systems
integration with the DMCC environment, the DMCC connector server enables registration of
soft/DMCC VE phones to the ACM. These soft/DMCC VE phones then observe extensions
that are set to be recorded in the ACM System. The observed phones can be any type of phone
- IP, digital, or analog.
• IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local
stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT
Ethernet interface.

Recording Methods
• Phones:
• Traditional phones (analog and digital) are supported by all the Media Gateways (that
include the appropriate boards or modules).
• IP phones and soft/DMCC Virtual Extension (VE) phones.
NICE Components
• Avaya DMCC Media Provider Controller: Handles the Avaya DMCC integration
observations techniques and has multi DMCC Interfaces at a time (more than one AES).
• NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively
capture, evaluate, analyze and improve multimedia interactions taking place on an IP network.
It provides VoIP recording solutions to customers that are deploying IP telephony networks,
enabling them to enhance customer experience management over converging networks.
The NICE VoIP recording technology is fully integrated within NICE's current product line,
providing intelligent recording of VoIP interactions for Total Recording, Selective Recording,
Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be
saved, archived, queried, and played back as easily as analog or digital recorded audio.

Recording Methods
Passive VoIP Recording Architecture

In Passive VoIP Recording, instead of receiving audio packets directed to the NICE VoIP Logger
IP address, the NICE VoIP Logger is defined as a destination port of a mirroring session on a LAN
Switch, or as an output port/s of a tap device, similar to the connectivity of a network sniffer, thus
receiving sniffed (or mirrored) audio packets.
NOTE: Use SMS, Push and SNMP VoIP drivers in a dynamic IP address environment.
Figure 1-5 Passive VoIP Recording Configuration

Analog / Digital Agent Avaya
IP Extension Communication
AVAYA Manager (ACM) AES/CVLAN
Media Server
SMS Analog / Digital
Push Agent IP
Media SNMP
Extension
Gateway
MedPro
CLAN
LAN LAN
Switch
NICE
Environment
AES/CVLAN
NMS Server Client
Client NICE VoIP Logger

Workstation NICE Interaction Center (CLS)
Avaya Components
• IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local
stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT
Ethernet interface.
• Phones:
• Traditional phones (analog and digital) are supported by all the Media Gateways (that
include the appropriate boards or modules).
• IP phones and soft/DMCC Virtual Extension (VE) phones.

Recording Methods
Customer Components
• LAN Switch (Local Area Network Switch): are a fundamental part of most networks. LAN
switches enable several users to send information over a network. In a LAN Switch
environment, users can send information at the same time and do not slow each other down.
The LAN Switch environment allows different nodes of a network to communicate directly
with each other.
NICE Components
• NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively
capture, evaluate, analyze and improve multimedia interactions taking place on an IP network.
It provides VoIP recording solutions to customers that are deploying IP telephony networks,
enabling them to enhance customer experience management over converging networks.
The NICE VoIP recording technology is fully integrated within NICE's current product line,
providing intelligent recording of VoIP interactions for Total Recording, Selective Recording,
Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be
saved, archived, queried, and played back as easily as analog or digital recorded audio.
• Span/Mirror Port: The process whereby all received and transmitted packets are copied from
one or more source ports to a predefined destination port/s (Logger port).
• SMS (System Management Service): Enable Web Service access to managed objects on the
ACM. This service enables its clients to display, list, add, change and remove specific
managed objects on the ACM.
• Push: The driver uses a Web Server (IIS which is usually defined on the CLS machine) to
interrogate the VoIP phones for their IP address and extension. The Driver does this at
predefined time intervals and uses an XML format.
The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are
Push enabled so they respond to a Push get request. Using this solution, a Web Server (IIS,
usually defined on the NICE Interaction Center), contains a ResponseAddress.xml file. This
XML file includes an Identification command. The H.323 RAS driver sends a Push message
to the VoIP phones. The message includes the IP address of the Web Server (where the XML
file is located) and the VoIP Phone reads the XML file and replies with an identification (IP
address and extension number).
• SNMP: The Driver acts like an SNMP manager and polls the VoIP phones for their IP
addresses and extension. The Driver does this at predefined time intervals.
The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are
SNMP managed so they respond to an SNMP get request. According to the phones MIB (the
SNMP interface between the agent and the SNMP manager), the extension number and the IP
Address can be queried. NICE implemented a mechanism that sends SNMP queries from the
NICE Interaction Center to a range of IP addresses of the phones, to get this information.

Supported Database Fields

All the fields depend on whether the switch reports the information.
The following database fields are supported and can be queried:
• Station
• Phone Number (ANI)
• Direction
• Call ID
• Agent ID
• DNIS (Dialed In)
• Trunk Information
• ACD (Split)
• VDN (when populated in the CalledDevice or in the LastRedirection fields, in that order, in
the CVLAN station Delivered or Established events)
NOTE If the driver first finds the VDN database field in the CalledDevice field, it will stop
the query, even if the VDN database field also exists in the LastRedirection field.
NOTE: All the fields depend on whether the switch reports the information.
The external party phone number for a call could be #####. (#####) is the default trunk
string value. The switch provides the default trunk string value when a call is delivered
over an analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting
event will contain (#####). Once the call is connected the value can be updated if the
trunk or facility is properly administered.
The phone number/station for an internal call could be *****. (*****) is the default device
string value. The switch will provide the default device string value when it does not
recognise the internal station or if the number was not provided. Applications need to be
able to handle both default string values.

Business Data
Business Data is an optional feature of the CLS Server.
When adding Business Data, you must add the following columns to the CLS Server database.
For full details, refer to the Business Data section of the NICE Perform System Administrator’s
Guide.
Database Column Description
NumInQueue (string) (optional) num_inque is an optional integer value that

indicates the number of calls in the queue, including the
current call.
UUData (string) (optional) The purpose of the user_user information is to

convey information between ISDN users. This information is
not interpreted by the Communication Manager, but rather
is carried transparently and delivered to the remote user.

Limitations
Limitations
This section lists the known limitations of the CVLAN integration.
• The Attendant Console cannot be monitored via CTI and is not supported by Avaya for CTI
events.
• Parked calls feature is not supported.
• CVLAN driver does not fully support bridged appearance scenarios. In some cases, when a
call is routed over ISDN PRI trunk, the switch may report a dialed # on ANI #### instead of #.
• CVLAN supports an ASAI link in the switch and not an ADJLK link.
• In a conference call that has more than one external party and one of the external parties drops
the call, the driver may close the wrong segment.
• Blind conference/transfer limitation: Where a call starts as a call between an external party and
a non-monitored extension, and the non-monitored extension then blind conferences/transfers
the call to an agent, the external party segment is missing. The call is reported as an internal
call between the non-monitored extension and the agent.
• The external party phone number for a call could be #####. (#####) is the default trunk string
value. The switch provides the default trunk string value when a call is delivered over an
analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting event will
contain (#####). Once the call is connected the value can be updated if the trunk or facility is
properly administered.
• The phone number/station for an internal call could be *****. (*****) is the default device
string value. The switch will provide the default device string value when it does not recognise
the internal station or if the number was not provided. Applications need to be able to handle
both default string values.
• VDN collecting digits information is not supported.
• Soft Console can not be monitored.
• Whisper feature is not supported.
• The TTI feature enables extension numbers to be moved between different phones. The Avaya
CVLAN uses the native Avaya ASAI link. CTI interfaces do not report CTI information on
phones with the TTI feature and therefore this feature cannot be supported with CVLAN and
AIC integrations.

Limitations
• The NICE integration supports partial VDN information. This is supported when populated in
the CalledDevice or in the LastRedirection fields, in that order, in the CVLAN station
Delivered or Established events.
• The driver reports a logout when an agent has 2 skills and one driver is removed.
Expected Result:
The agent is logged out from one skill only.
Actual Result:
The agent is logged out from both skills.
Customer Implication:
The agent is marked as logged out while in a logged in state.

2
Switch Configuration Guidelines
This chapter provides guidelines for configuring the Avaya Communication Manager and Media
Server Switch.
Contents
Connecting the Main Distribution Frame (MDF) .......................................................... 30

Configuring DS1 Cards for Instant Callback................................................................ 31
Chapter 2: Switch Configuration Guidelines 29

Connecting the Main Distribution Frame (MDF)
Connecting the Main Distribution Frame (MDF)

The MDF is a wiring setup composed of one or more punch panels which connect devices and
extensions.
To connect the MDF to the Logger, use an Amphenol cable, as shown in Figure 2-1.
Figure 2-1 Avaya Communication Manager Switch MDF Connection
Avaya
Communication
Manager (ACM)
LC
Extensions
ELC
MDF
Logger
Amphenol Cable
The cable depicted in Figure 2-1 that connects between the MDF and the Logger is an Amphenol
cable terminated on one side by a 50 pin male connector (NiceLog) and by open leads on the other
side (MDF). The MDF connects to the lines (LC and ELC) which connect extensions to the switch.

Configuring DS1 Cards for Instant Callback

Instant Callback is a NICE Perform feature that enables audio playback through automatic dialing
of the telephone. The ETAI card, installed in the NiceLog Logger, implements the Instant Callback
feature.
To enable Instant Callback, DS1 cards installed in the Avaya switch must be configured properly.
• First, configure the DS1 card recording inputs. See Connecting DS1 Card Recording Inputs.
• Then, configure the basic parameters of the DS1 cards. See Configuring DS1 Cards - Basic
Parameters on page 32.
• Finally, configure the cards for E1 trunks or for T1 Trunks. See Configuring DS1 Cards - E1
Trunks on page 35 or Configuring DS1 Cards - T1 Trunks on page 37.
Connecting DS1 Card Recording Inputs

To enable Instant Callback, one DS1 card configured as E1 must be installed in the Avaya switch
for every 30 channels.
Figure 2-2 on page 31 shows how a DS1 recording input is prepared for connection.
Figure 2-2 DS1 Recording Input Connection
Avaya Switch RJ-45 connector

to Logger
NOTE:
The cable must reach
E1 Trunk the rack on which the
DS1 Logger is installed
Card
4 wires
22, 23, 47, 48
50-Pin RJ-45
NOTE: The cable must be long enough to reach the Logger rack, but it should be as
short as possible.
Table 2-1 lists the pin assignments for the Avaya Definity-to-RJ-45 cable.

Table 2-1: Avaya Definity-to-RJ-45 cable Pin Assignments
DSI Card (50-Pin Amphenol) RJ-45
23 (LO high side) 1
48 (LO) 2
22 (LI) 4
47 (LI high side) 5
N/C 3-8
Configuring DS1 Cards - Basic Parameters
To configure the DS1 card basic parameters:

1. At the Avaya Communication Manager Administration Terminal command prompt, type
display ds1 slot# and press Enter.
TIP: The slot # is the identity number of the slot in which the DS1 card is installed in
the switch. It is comprised of the cabinet # - shelf # - slot #
Example: 01c12 = cabinet 01, shelf c and slot 12
The DS1 Circuit Pack screen appears (in view-mode).

Figure 2-3 DS1 Circuit Pack - View Mode
2. Type the command change ds1 slot # and press Enter.

The DS1 Circuit Pack screen appears (in change-mode).

Figure 2-4 DS1 Circuit Pack - Change Mode
3. Define the parameter values as listed in Table 2-2.
IMPORTANT
These parameters apply to E1 trunks with a DS1 bit rate of 2 MB.

display port port# and press Enter.
TIP: The port # is the identity number of the port in the DS1. It is comprised of the
cabinet # - shelf # - slot # - port #.
Example: 01c1201 = cabinet 01, shelf c, slot 12 port 01
The station number appears.

5. Type the command display station xxxx (where xxxx is the station you want to check). The
station information appears.

Figure 2-5 Station Configuration - Page 1
6. Check that Type is set to 2500.
TIP: If the Type is not set to 2500, type change station extension # and press Enter.
Then type 2500.
7. Navigate to Page 2 of the Station configuration.
Figure 2-6 Station Configuration - Page 2

8. Check that Auto Answer is set to All.
TIP: If the mode is not set to All, type change ds1 port # and press Enter. Then
choose All.
Configuring DS1 Cards - E1 Trunks

The configuration is different for E1 trunks (see procedure below) and T1 trunks (see page 35).
To configure the DS1 card for Instant Callback with E1 trunks:
NOTE: Refer to Appendix A for a list of parameters that must be set in the Logger for
E1 Instant Callback.

change ds1 slot#, and press Enter.
Example: 01c12 = cabinet 01, shelf c and slot 12
2. In the screen that appears, set the mandatory parameter values as shown in Table 2-2.
Table 2-2: Instant Callback with E1 Trunk Parameters
Parameter Value
Bit Rate 2.048
Signaling Mode CAS
Interface alaw
Companding
Line Coding HDB3
CRC n (no)
Country Protocol Fill in the appropriate value for the country
Idle Code 00000000
Slip Detection y (yes)
Near-end CSU type other
3. At the command prompt, type the command display trunk-group #, whereby # is the number
of the group designated for Instant Callback.

4. In the screen that appears, specify the parameter values as listed in Table 2-3, and Table 2-4.
Table 2-3: Trunk Group Configuration Parameters
Parameter Value
Direction Incoming
Dial Access? y
Queue Length 0
Comm Type voice
COR Fill in the appropriate Class or Restriction value for the site
Outgoing Display n
Busy Threshold 99
Auth Code n
Trunk Flash? n
CDR Reports n
TN 1
TAC Fill in the value required by the site
Table 2-4: Trunk Parameter Configuration
Parameter Value
Trunk Type (in/out) wink/wink
Outgoing Dial Type tone
Connected to Toll? n
Incoming Dial Tone y
Disconnect Supervision? In - y; Out -n
Answer Supervision Timeout 0
Incoming Rotary Timeout 0
Incoming Rotary Timeout (2) 5
Disconnect Timing (msec) 500
Sig Bit Version none
STT Loss normal
DTT to DCO Loss normal
Receive Answer Supervision y

5. Navigate to Page 2 of the same series, and specify the parameter values as listed in Table 2-5.
Table 2-5: Trunk Group Configuration
Parameter Value
ACA Assignment n
Used for DCS n
Suppress # Outpulsing n
Seize When Maintenance Busy Neither ens
Incoming Tone (DTMF) ANI n
Connected to CO n
Measured none
Internal Alert n
Data Restriction n
Maintenance Tests n
Configuring DS1 Cards - T1 Trunks

The configuration is different for E1 trunks (see page 35) and T1 trunks (see below).
To configure the DS1 card for Instant Callback with T1 trunks:
NOTE: For T1 Instant Callback, only D4-AMI frame format is supported.

Refer to Appendix A for a list of parameters that must be set in the Logger for T1
Instant Callback.

change ds1 slot# and press Enter.
Example: 01c12 = cabinet 01, shelf c and slot 12.

2. In the screen that appears, specify the parameter values listed in Table 2-6.
Table 2-6: Instant Callback with T1 Trunk Parameters
Parameter Value
Bit Rate 1.544
Line Compensation 1
Signaling Mode robbed bit
Interface Companding mulaw
Line Coding ami-basic or b8zs
Framing Mode d4 or esf
Idle Code 1111111
Slip Detection n (no)
Near end CSU type other
3. At the command prompt, type the command display trunk-group #, whereby # is the number
of the group designated for Instant Callback.

4. In the screen that appears, specify the parameter values listed in Table 2-7 and Table 2-8.
Table 2-7: Trunk Group Configuration Parameters
Parameter Value
Direction Incoming
Dial Access? y
Queue Length 0
Comm Type voice
COR Fill in the appropriate Class or Restriction value for the site
Outgoing Display n
Busy Threshold 99
Authority Code n
Trunk Flash? n
CDR Reports y
TN 1
TAC Fill in the value required by the site

Table 2-8: Trunk Parameters Configuration Parameters
Parameter Value
Trunk Type (in/out) wink/wink
Outgoing Dial Type tone
Wink Timer (msec) 300
Connected to Toll? n
Incoming Dial Tone y
Disconnect Supervision? In - y, Out - n
Answer Supervision Timeout 0
Incoming Rotary Timeout (sec) 5
Incoming Dial Type tone
Disconnect Timing (msec) 500
Sig Bit Version none
STT Loss normal
DTT to DCO Loss normal
Receive Answer Supervision y
5. Navigate to Page 2 of the same series, and specify the parameter values listed in Table 2-9.
Table 2-9: Trunk Feature Parameters
Parameters Value
ACA Assignment n
Used for DCS n
Suppress # Outpulsing n
Seize When Maintenance Busy neither-end
Incoming Tone (DTMF) ANI n
Connected to CO n
Measured none
Internal Alert n
Data Restriction n
Glare Handling none
Maintenance Tests n

6. Navigate to Page 3 of the same series, and specify the parameter values listed in Table 2-10,
Table 2-11 and Table 2-12.
Table 2-10: Administer Timers Parameters
Parameter Value
Incoming Disconnect 500
Incoming Dial Guard 70
Incoming Glare Guard 1500
Programmed Dial Pause 1500
Flash Length 540
Outgoing Disconnect 500
Outgoing Dial Guard 1600
Outgoing Glare Guard 1500
Outgoing Seizure Response 5
Disconnect Signal Error 240
Incoming Incomplete Dial Alarm 255
Table 2-11: End to End Signal Parameters
Parameter Value
Tone 350
Pause 150
Table 2-12: Outpulsing Information Parameters
Parameter Value
PPS 10
Make 40
Break 60

3
Preparing the Avaya Environment
This chapter describes the procedures for installing and configuring the Avaya CVLAN on the
AES Server for use with NICE Perform Release 3.
IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
IMPORTANT
You must install and configure the Avaya CVLAN or AES Server before you install and configure
the NICE Perform Integrations.
Contents
Preparing the AES environment for CVLAN ................................................................ 44

Configure the Switch on AES..................................................................................... 44
Define the CTI Link .................................................................................................... 47
Configure the CTI Link Connection ............................................................................ 47
Verify the CTI Link...................................................................................................... 48
Chapter 3: Preparing the Avaya Environment 43

IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
In an AES environment, the AES administrator must prepare the AES-CTI link connections.
Below is a brief overview of the procedures that must be performed by the administrator.
Before you begin, make sure that you are using AES Version 3.0 or higher with the latest service
pack.
Configure the Switch on AES

The administrator must define a switch via the OAM and in the Communication Manager Avaya
Site Administration. The switch must be named and assigned an IP address and password. The
password of the switch must be identical to the password assigned to the AES service in the
Communication Manager. After the switch is configured, the administrator should verify that the
AES-switch connection is active.
Figure 3-1 OAM: Define and Configure the Switch

Figure 3-2 OAM: Switch Connections Summary
Configuring the AES on the ACM

Configure IP services to activate the transport link between AE Services and Communication
Manager.
To configure IP services:
1. In the Avaya Site Administration, type change ip-services.
Communication Manager displays the IP SERVICES form.
2. Complete Page 1 of the IP SERVICES form, as follows:
a. In the Service Type field, type AESVCS.
b. In the Local Node field type <nodename> where <nodename> is the name of the CLAN
board.
c. In the Local Port field, accept the default (8765) unless you need to change it.
NOTE: If you are adding more than one CLAN for AE Services, repeat Step 2 for
each CLAN you add.
3. Complete Page 3 of the IP SERVICES form, as follows:

a. In the AE Services Server field, type the <name> of the AE Server. For example,
AVAYA-AES.
NOTE: On the AE Server you can obtain this name by typing uname -n at the
command prompt. The name you use on Communication Manager must match the
AE Server name exactly.
b. In the Password field, create a password that consists of 12 to 16 alphanumeric

characters.
NOTE: This is the password that the AE Services CTI OAM Administrator must set on
the AE Server (Administration > Switch Connections > Edit Connection > Set
Password). The passwords must match exactly on both Communication Manager and
the AE Server.
c. Set the Enabled field to y.

See the following figures.

Figure 3-3 Configuring IP Services in Communication Manager (1)
Figure 3-4 Configuring IP Services in Communication Manager (2)

Define the CTI Link

A CTI link must be defined in the Communication Manager via the Avaya Site Administration.
For CVLAN, the link should be an ASAI-IP link.
Figure 3-5 Communication Manager: Change CTI Link
Configure the CTI Link Connection

The administrator must configure a CTI link via the AES OAM Admin. The Switch CTI Link
Number must be the same link number defined in the Communication Manager.
The client Signal must be used in the configuration of the integration driver.
The IP address of the NICE Interaction Center (where the driver is running) must be defined as a
client.
Figure 3-6 OAM: Add CVLAN CTI Link
Must match the link used in the

driver integration
Must match the link used in the

Communication Manager

Figure 3-7 OAM: CVLAN Links: Define the IP Address of the NICE Interaction Center as a Client
Type the IP address of the

NICE Interaction Center and click Add Client
Verify the CTI Link

After the CTI link is configured, the administrator should verify that the AES-CTI link connection
is active and in a Talking state.
To verify the CTI link:

1. From the AES OAM Administration, select Status and Control > Switch Conn Summary
> Per Service Connections Details.
2. Check the Connection State for the relevant AES-CTI link connection.
Figure 3-8 OAM: Verify Talking State

4
Integrating Avaya CVLAN with NICE
Perform
This chapter describes the procedures for integrating the Avaya CVLAN and AES Servers with
NICE Perform Release 3.
IMPORTANT
You must install and configure the Avaya CVLAN or AES Server before you install and configure
the NICE Perform integrations.
Contents
Installing the CVLAN Client on the NICE Interaction Center ...................................... 50

Before You Begin the Integration.................................................................................. 52
Configuring the CTI Interface ........................................................................................ 54
Configuring the Connection Manager .......................................................................... 66
Creating the Switch Driver............................................................................................. 70
Installing the Switch Driver............................................................................................ 81
Chapter 4: Integrating Avaya CVLAN with NICE Perform 49

IMPORTANT
The AES CVLAN Client is installed regardless of which CVLAN Server is used. If you try and
install another CVLAN Client, the integration will not run.
The AES CVLAN Client must be version 3.1.x.
NOTE:
It is recommended that an Avaya System Administrator be present during the installation to
assist with this phase of the installation.
The CVLAN client must be installed on the NICE Interaction Center.
To install the CVLAN client:

1. Insert the CVLAN Client Installation CD into your CD drive.
2. Navigate to Avaya CM\Application Enablement CVLAN Service CTI and double click the
setup.exe file to execute it. The CVLAN wizard Welcome window starts.
Figure 4-1 CVLAN Wizard - Welcome
3. Click Next. The Choose Destination Location window appears.

Figure 4-2 CVLAN Wizard - Choose Destination Location
4. Select the appropriate destination folder and then click Next. The CVLAN client is installed
and the following window appears.
Figure 4-3 CVLAN Wizard - Question
5. Click Yes/No, as required. The Installation Complete window appears.

Figure 4-4 CVLAN Wizard - Installation Complete
6. Click Finish. The CVLAN client installation is complete.

Before You Begin the Integration

CVLAN Server
Before installing the switch driver, refer to Preparing the Avaya Environment on page 43.
CVLAN Client
CVLAN Client should be AES 3.1.x (refer to Installing the CVLAN Client on the NICE
Interaction Center on page 50).
Configuration Information
To configure the NICE Perform Integrations, you run a series of configuration wizards. Each
configuration wizard requires you to enter some information.
Before running the configurations wizards, you must obtain the necessary information for each of
the following configuration wizards:
CTI Interface Configuration

The CTI Interface defines the actual CTI server to which the system will integrate. For every
Interface, a switch is configured. This is the physical server on which the Interface is installed.
More than one Interface may be installed on the same switch, so when configuring the Interface,
the correct switch must be defined.
Before proceeding with Configuring the CTI Interface on page 54, have ready the following
information:
• CVLAN Server IP Number
• Signal Number
• The NICE Interaction Center IP is defined as a client in the CVLAN Administration.
• CVLAN Server and the NICE Interaction Center are on the same segment on the LAN.
• If free seating environment or Agent ID information is needed: Expert Agent Selection (EAS)
software is installed on the switch. This is needed even for simple agent login into the PBX.
• Ensure you have the following information:
• Stations
• ACDs
• VDNs
• IVR numbers

Connection Manager Configuration

The Connection Manager is used for creating and maintaining the CTI link. The connection
manager is used as a pipeline for transferring information between the Interface and the driver/s
once the link is established. One Connection Manager can be used to connect to several Interfaces
and can have several drivers.
Before proceeding with Configuring the Connection Manager on page 66, have ready the IP
address or Host Name where the Connection Manager is installed.
Switch Driver Configuration

The driver is used to get the actual events from the Interface via the Connection Manager. When
the driver receives these events, they are filtered and translated into CAPI commands (start call,
end call) or discarded, according to the system configuration (recording rules, CTI analysis
installed, and so on).
Before proceeding with Creating the Switch Driver on page 70, have ready the IP address or Host
Name where the Switch Driver is installed.
SNMP Service
Before installing the switch driver make sure that the SNMP Service is installed on your computer.


You begin the NICE Perform configurations by configuring the CTI Interface.
To configure the CTI Interface:

1. Log in to the NICE Perform Applications Suite.
2. From the Accessories menu, choose System Administrator.
Figure 4-5 Accessories Menu
The System Administrator appears with a list of NICE components under the Site branch in
the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
3. Set the System Administrator to Technician Mode:
a. In the Organization Tree, select the Organization branch.
b. Mark the Technician Mode checkbox and click Save .

4. In the Organization tree, under Master Site > CTI Integrations, choose CTI Interfaces.

Figure 4-6 CTI Interfaces
5. From the Actions menu, choose New CTI Interface.

Figure 4-7 Actions Menu
The Set New CTI Interface Wizard starts.

Figure 4-8 Introduction Window
6. Click Next.
The General Interface Information window appears.
Figure 4-9 General Interface Information Window
7. To set the CTI Interface:

a. From the Telephony switch drop-down list, choose Avaya CM.
b. From the CTI Interface drop-down list, choose CVLAN.

c. Click Apply.
The Name and Physical Switch fields become enabled and the Create button appears.
Figure 4-10 General Interface Information Window
Create
Button
8. In the Name field, type a name for the interface.

• To create a new physical switch, continue with step number 9.
• To use an existing switch, continue with step number 13.
9. Click the Create button.
The New Physical Switch window appears.
Figure 4-11 New Physical Switch Window

10. To create a New Physical Switch:

• In the Switch Name field, type a name for the switch.
• In the Physical Switch ID field, enter a switch ID.
• In the CLS Reporting Type field, choose CTI.
11. To enable non-standard CLS login options, mark the following checkboxes:
• To the same station again - allows agents to log in to the same workstation more than
once.
• To more than one station - allows agents to log in to more than one workstation.
• To a station another agent is logged into - allows more than one agent to log in to one
workstation.
NOTE: It is recommended to mark all three Agent Logon Modes.
12. Click OK.

The General Interface Information window reappears.
13. Choose a switch from the Physical Switch drop-down list and click Next.
The Switch Connection and Additional Information window appears.
Figure 4-12 Switch Connection and Additional Information Window
Click to
expand
14. Click the Expand arrow to expand the Switch Connection Details row.

Figure 4-13 Switch Connection and Additional Information Window
15. In the Name column, double-click a parameter.

The Switch Connection Parameter window appears.
Figure 4-14 Switch Connection Parameter Window
16. In the Value field, type a value and click OK.

17. If you change the default value in the parameter UseWarmStandBy from No to Yes, you will
also have to define values for SecondarySwitchAddress and SecondarySignal
parameters.
NOTE: You can also create and add additional parameters by clicking the Add button.
18. It is recommended to accept the existing defaults for the CTI Interface Additional Switch
Parameters.

If you need to define existing parameters or to create new ones, see CTI Interface - Additional
Switch Parameters on page 134.
19. Click Next.
The Switch Devices Configuration window appears.
Figure 4-15 Switch Devices Configuration Window
20. Click the arrow to expand Available Devices.

• To add a single device, continue with steps number 21 to 24.

• To add a range of devices, continue with steps number 25 to 27.
NOTE: You can also add devices from existing .txt files using the Import button. For
details see Importing Text Files on page 136.
21. To add a single device, click the Add button.

The Available Device window appears.

Figure 4-17 Available Device Window
22. In the Device Number field, enter the number you want to assign to the device.
23. From the Device Type drop-down list, choose a device. The devices supported by the Avaya
Communication Manager and Media Server switch are:
• Extension
• ACD (hunt group)
• VDN
• IVR
NOTE:
• When monitoring the IVR, you will receive IVR records. These records are not
usually needed. If you do not want to receive additional IVR records, do not choose
this option.
• If you do not monitor the IVR, you will receive wrong directions in the following
scenario:
A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The
call between the Customer and the Agent will receive the direction outgoing,
instead of incoming.
24. Click OK.

The Switch Devices Configuration window reappears.

To add a range of devices, continue with step number 25, otherwise continue with step
number 28.
25. To add a range of devices, click .

The Available Devices Add Range window appears.
Figure 4-19 Available Device Add Range Window
26. To add a range of devices:

a. In the Start at device number field, choose the starting number.
b. In the Number of devices to add field, choose the number of devices you want to add.

c. From the Device Type drop-down list, choose a device. The devices supported by the
Avaya Communication Manager and Media Server switch are:
• Extension
• ACD
• VDN
• IVR
NOTE:
• When monitoring the IVR, you will receive IVR records. These records are not
usually needed. If you do not want to receive additional IVR records, do not choose
this option.
• If you do not monitor the IVR, you will receive wrong directions in the following
scenario:
A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The
call between the Customer and the Agent will receive the direction outgoing,
instead of incoming.
27. Click OK.

The Switch Devices Configuration window reappears.
28. Click Next.
29. The Summary window appears.
Figure 4-20 Summary Window

The Summary window displays the CTI Interface name and ID, and the switch type that you
defined.
30. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the new CTI Interface appears in the list
of CTI interfaces.
Figure 4-21 System Administrator Window
For details pertaining to maintaining or changing the CTI Interface or any of its
NOTE:
definitions, refer to the NICE Perform System Administrator’s Guide.


After configuring the CTI Interface, you must configure the Connection Manager to the CVLAN
link you created in the CTI Interface.
IMPORTANT
To configure the Connection Manager, you must have permission to work in Technician Mode
(see steps 1 through 3 on page 54). You do not need Technician Mode privileges to view
information.
To configure the Connection Manager:

1. In the Organization tree, under Master Site > CTI Integrations, choose Connection
Managers.
Figure 4-22 Connection Managers
2. From the Actions menu, choose New Connection Manager.

The Set New Connection Manager Wizard starts.

3. Click Next.
The General Information window appears.
Figure 4-25 General Information Window

4. In the Name field type a name for the Connection Manager.

5. Accept the default port number 62094.
6. In the ID field enter the ID number you want to give to the Connection Manager.
7. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and type in the relevant values.
8. It is recommended to accept the existing defaults for the Connection Manager Reporting
Levels. If you need to make changes, see Reporting Levels on page 138.
9. It is recommended to accept the existing defaults for the Connection Manager Additional
Parameters. If you need to define existing parameters or to create new ones, see Connection
Manager - Additional Parameters on page 141.
10. Click Next.
The Connection Manager Switches window appears.
Figure 4-26 Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area.
11. Select the Interface(s) you want to attach and click the arrow to transfer the Interface(s) to the
Attached Interfaces area.
12. It is recommended to accept the existing defaults for the Configure Connection Manager -
Interface Parameters.
If you need to define existing parameters or to create new ones, see Connection Manager -
Interface Parameters on page 143.
13. Click Next.
The Summary window appears.

14. The Summary window displays the Connection Manager name and ID. Click Finish to create
the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list
of Connection Managers.
For details pertaining to maintaining or changing the Connection Manager or any
NOTE:
of its definitions, refer to the NICE Perform System Administrator’s Guide.


After configuring the Connection Manager, you create the switch driver and connect it to the
Connection Manager.
IMPORTANT
To create the Switch Driver, you must have permission to work in Technician Mode (see steps
1 through 3 on page 54). You do not need Technician Mode privileges to view information.
To create the switch driver:

1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers.
Figure 4-28 Drivers

2. From the Actions menu, choose New Driver.

The Set New Driver Wizard starts.

3. Click Next.
The General Information window appears.

4. In the Name field type the name you want to give to the switch driver.
In the ID field enter the ID number you want to give to the switch driver.
5. In the Driver’s Location area, select either the IP Address or the Host Name of the
computer on which the NICE Integrations are installed.
6. Click to expand the Attach CLS row.

All available CLS Servers are listed in the Available CLS area.
7. Select the CLS Server(s) you want to attach and click the arrow to transfer the CLS Server to
the Attached CLS area.
8. It is recommended to accept the existing defaults for the Reporting Levels. If you need to
make changes, see Reporting Levels on page 138.
9. It is recommended to accept the existing defaults for the new Additional Driver Parameters.
If you need to define existing parameters or to create new ones, see Switch Driver - Additional
Parameters on page 145.
10. Click Next.
The Attach Connection Manager and Switches window appears.

Figure 4-33 Attach Connection Manager and Switches Window
Mark
checkbox for
the CTI
Interface
11. Mark the checkbox for the CTI Interface you want to attach to this driver.
NOTE: When you mark the checkbox for the CTI Interface, the checkbox for the
corresponding Connection Manager automatically becomes marked as well. You
cannot mark the checkbox of the Connection Manager by itself.
12. Double-click the CTI Interface you want to attach to this driver.

The Driver - Interface Configuration window appears.

Figure 4-34 Driver - Interface Configuration Window
13. To define Device Mapping and/or Rejected Devices, you must first define them in the Driver
Real Time Plugins window. Expand the Driver Real-Time Plugins row.
The Driver Real-Time Plugins window appears.
Figure 4-35 Driver Real-Time Plugins Window

a. To define Device Mapping, mark DeviceMapping.

b. To define Rejected Devices, mark RejectedDevices.
14. Expand the Monitor Devices row.
Figure 4-36 Monitor Devices Window
All available devices are listed in the Available Devices area.

15. Select the device(s) you want to monitor and click the arrow to transfer the device(s) to the
Monitored Devices area.
16. If you do not want to define Device Mapping and/or Rejected Devices, continue with step 26.
17. If you want to define Device Mapping and/or Rejected Devices, continue with step number 18.
18. If you marked Device Mapping, expand the Device Mapping row.
The Devices Mapping window appears.

Figure 4-37 Devices Mapping Window
• To add a single device, continue with step number 19.

• To add a range of devices, continue with steps number 21 to 26.
19. To add a single device, click the Add button.

The Device Mapping - Add window appears.
Figure 4-38 Device Mapping - Add Window
a. In the Map From Device field, enter the device number you want to map from.
b. In the Map To Device field, enter the device number you want to map to.
c. Click OK.
20. To add a range of devices, continue with step 21, otherwise continue with step 26.
21. To add a range of devices, click .

The Device Mapping - Add Range window appears.

Figure 4-39 Device Mapping - Add Range Window
a. Enter a value in the Start ‘Map From’ Device field.

b. Enter a value in the Number of devices to be mapped field.
c. Enter a value in the Start ‘Map To’ Device field.
d. Click OK.
22. If you marked the Rejected Devices, expand the Rejected Devices row, otherwise procede to
step 27.
The Rejected Devices window appears.
Figure 4-40 Rejected Devices Window
• To define a single device you do not want to record, continue with step number 23.

• To define a range of devices you do not want to record, continue with steps number 24 to
26.
23. To define a single device you do not want to record, click the Add button.
The Rejected Device - Add window appears.
Figure 4-41 Rejected Device - Add Window
a. In the Device field, enter the device number you do not want to record.
b. Click OK.
To define a range of devices you do not want to record, continue with step 24, otherwise
continue with step 26.
24. To define a range of devices you do not want to record, click .

The Rejected Devices - Add Range window appears.
Figure 4-42 Rejected Devices - Add Range Window
a. Enter a value in the Start at device number field.

b. Enter a value in the Number of devices to add field.
c. Click OK.
25. It is recommended to accept the existing defaults for the Additional Driver Switch
Parameters. If it is necessary to define existing parameters or to create new ones, see Driver
Interface - Additional Parameters on page 147.
26. Click OK.
The Attach Connection Manager and Switches window reappears.
27. Click Next.
The Summary window appears.

The Summary window displays the switch driver name and ID.
28. Click Finish to create the new switch driver.
The System Administrator page reappears and the new switch driver appears in the list of
switch drivers.
For details pertaining to maintaining or changing the switch driver or any of its
NOTE:
definitions, refer to the NICE Perform System Administrator’s Guide.


After performing all the above configurations, you now install the switch driver on the NICE
Interactions Center server.
NOTE: It is preferable to install the switch driver now and NOT before the configuration.
To install the switch driver:

1. Insert the NICE Perform CTI Integration Suite Installation CD in the CD-ROM drive.
2. Navigate to the Switch Driver installation program and double-click Setup.exe.
The NICE Perform CTI Wizard starts.
Figure 4-44 NICE Perform CTI - InstallShield Welcome Window
3. Click Next.
The Choose Destination Location window appears.

Figure 4-45 Choose Destination Location Window
4. Accept the default path, or, if you want to change the folder in which you want to install the
integration files, click Browse, and navigate to the desired folder.
5. Click Next. The Select Integrations window appears.
Figure 4-46 Select Integrations Window
Expand Avaya CM
Mark CVLAN
6. Expand Avaya CM, then mark CVLAN.

7. Click Next.
The System Administrator Server Location window appears.
Figure 4-47 System Administrator Server Location Window
Type the System

Administrator
server
Port number
62070 appears
by default.
• In the IP/Name field, type the IP address or the Server (Computer) Name of the System
Administrator server.
• In the Port field, type the location of the System Administrator service.
The associated Port number (62070) appears by default.

8. Click Next.
The Setup Type window appears.
Figure 4-48 Setup Type Window
Select the relevant

system account
9. If your site is configured for network user account, leave the default setting, Network User
Account, and continue with Step 11.
10. If you need to configure for a local system account, select Local System Account and
continue with Step 19 on page 87.
11. Click Next.

The Network User Account setup window appears.

Figure 4-49 Network User Account Setup Window
• To define an existing network user, continue with Step 12.

• If no user exists or to add an additional new user, continue with Step 18.
12. In the User name area, click Browse.
The Browse for a User Account window appears.
Figure 4-50 Browse for a User Account Window
13. In the Domain or server area, click Browse.

The Select a Domain or Server window appears.

Figure 4-51 Select a Domain or Server Window
14. Select a domain or server, and click OK.

15. In the Browse for a User Account window (see Figure 4-50), in the User name area, click
Browse.
The Select a User Name window appears.
Figure 4-52 Select a User Name Window
16. Select a user name, and click OK.

The Network User Account setup window reappears.
17. In the Network User Account setup window, in the Password field, type the password
provided by the site administrator.
18. If no user exists or to add an additional new user, click New User.

The New User Information window appears.

Figure 4-53 New User Information Window
• Complete all fields and click OK.

19. Click Next.
The Start Copying Files window appears.
Figure 4-54 Start Copying Files Window
Verify that the list is correct.

20. Click Next.

The Setup Status window appears as the installation program installs the switch driver.
Figure 4-55 Setup Status Window
As part of the installation, the installation program automatically shuts down and then restarts
the SNMP service.
Figure 4-56 SNMP Service Message

Upon completion, the InstallShield Wizard Complete window appears.

Figure 4-57 InstallShield Wizard Complete Window
21. Click Finish. The Integration package is installed.

5
Troubleshooting
This section provides troubleshooting scenarios and their solutions.

TIP: If you need to send a problem to Customer Support at NICE, prepare all the
necessary information.
See Open Case Procedure on page 92.
Contents
Open Case Procedure .................................................................................................... 92

Missing Login/Logout Error........................................................................................... 93
Missing VDN Information in Database.......................................................................... 94
Failed to Monitor Device ................................................................................................ 94
Open Connection Failure ............................................................................................... 95
Monitor End Event is Received ..................................................................................... 95
ISDN Trunk - Alerting Event........................................................................................... 96
Calls Are Reported With The Wrong Direction ............................................................ 96
Connection Manager and Driver Fail to Connect to the AES ..................................... 97
AES Environment: General Troubleshooting Tips ...................................................... 98
Chapter 5: Troubleshooting 91

Open Case Procedure
Open Case Procedure

If you need to send a problem to Customer Support at NICE, prepare the following information:
• The entire Integration folder compressed as a .zip file.
• Recording environment.
• Version of NICE Interaction Center plus current SP.
• Resources information (VDN, ACD, Station, Voice Mail and so on).
• A description of the problem and specific scenarios if relevant (including Call ID, scenario,
time of call, the devices involved in the problematic scenario and so on).
• The output file generated by NICE Events Spy (see NICE Events Spy on page 102).
• Run the Debug Services and send the ctibinary.txt and ctitext.txt files for analysis (see
NICE Debug Service on page 107.)
TIP: When sending the Nice Events Spy output file, the CTI_Logs and/or the Debug
Service, it is recommended to activate the tool before restarting the driver. This
will provide all traces and a more complete picture.

Missing Login/Logout Error
Missing Login/Logout Error
IMPORTANT
During startup, when the driver initializes, the driver queries the Call Server for monitored
devices. For each device that is currently logged in to the switch, the driver creates a Login
event. The driver sends these Login events to the Call Server. There are no corresponding
Logout events for these Login events. This is the normal behavior of the driver.
Problem:
The CLS did not receive login or logout events from the agent in real-time.
Solution:
Monitor the ACD number (hunt group extension number).

Make sure the ACD number is configured under Available Devices. Refer to Creating the
Switch Driver, Step 14.

Missing VDN Information in Database
Missing VDN Information in Database

Problem
In the nice interactions database, the VDN column remains empty.
Solution
Add the VDN number to the monitored devices list.
To do this:
1. In the System Administrator, verify that you are working in Technician mode: In the
Organization tree, click Organization. Then mark the Technician Mode checkbox and click
Save.
2. In System Administrator, in the Organization tree, under Master Site > CTI Integrations,
expand CTI Interfaces.
3. Select the relevant CTI Interface, and click the Devices tab.
4. Expand the Available Devices area, and click Add.
5. Add the VDN number.
6. Click OK and Save.
7. Check if the VDN information is reported in the Called Device field in the Delivered or
Established events.
Refer to Creating the Switch Driver, Step 14.
Failed to Monitor Device

Problem:
A device was not monitored successfully.
Solution:
• Check the device configuration on the switch.

• Locate the error on the Connection Manager Log. This should provide you with an
understanding of the error that occurred. The error is either reported with an associated cause
or as an error number.
• Check that there are no other processes (other CTI Servers or applications) monitoring the
device.
• Check that the device status on the switch is in-service.

Open Connection Failure
Open Connection Failure

Problem:
The Connection Manager cannot open a connection to the switch.
Solution:
(Start checking in the following order)

• Check the physical and network connections.
• Check if the CVLAN client and CVLAN Interface configured on the AES server exist.
• Check if the CVLAN Interface configured on the AES server is running.
• Check the ASAI-IP link.
• Locate the error on the Connection Manager Log. This should provide you with an
understanding of the error that occurred. The error is either reported with an associated cause
or as an error number.
Monitor End Event is Received

Problem:
The Monitor End event is received (Event Monitor End Received) when the CVLAN Interface
configured on the AES server cannot receive events for a specific device. This usually indicates
that a device was deleted in the switch or a CVLAN Interface configured on the AES server failure
occurred.
Solution:
1. Check the device configuration in the switch.

2. Check that the CVLAN Interface configured on the AES server is running. To do this:
a. In the OAM, navigate to Status and Control > Switch Conn Summary.
b. Click Per Service Connection Details.
c. Check that the Connection State for the link is Talking.

ISDN Trunk - Alerting Event
ISDN Trunk - Alerting Event

Problem:
A trunk with PRI facility (ISDN Trunk), the Alerting Event will contain (#####).
Solution:
Once the call is connected, the value can be updated if the trunk or facility is properly
administered.
Calls Are Reported With The Wrong Direction

Problem:
Calls are reported as Tandem or outgoing in the CallServer, although the calls are normal
incoming calls from a customer to an agent.
Solution:
1. The parameter MaxLenOfInternalDevice from the Avaya TSAPI CTI Interface plug-in may
not contain the correct value.
This parameter should contain the maximum length of the agent’s extensions, the default value
is 6. In case the site agent’s extensions are higher than 6, you should update this parameter
respectively, otherwise the agent’s extensions will be reported as type trunk instead of station
and the direction of the call will be wrong.
2. Check the parameters TreatType20As and TreatType40As: from the Avaya TSAPI CTI
Interface plug-in in the system administrator.
The device type 20 is considered as Trunk by default and device type 40 is considered as
Station by default.
If in the customer site the agent’s extensions are reported with device type 20, they will be
recognized as trunk and not station and the direction will be wrong. In this case you should
update this parameter from trunk to station in the system administrator. The same procedure
should be repeated for the TreatType40 parameter.

Connection Manager and Driver Fail to Connect to the AES
Connection Manager and Driver Fail to Connect to the AES

Problem:
NICE Connection Manager failed to open connection to the Avaya CVLAN server.
Solution:
The CVLAN Client IP is configured on the CVLAN server. Therefore, if trying to connect via the
DHCP IP the server will not accept the client.
1. To resolve this, the client must use the static IP address to connect to the server.
2. In the event that the Connection Manager has more than one NIC card, the static IP network
card must be set as the default network card.

AES Environment: General Troubleshooting Tips

In an AES environment, verify the following details when troubleshooting communication
problems.
1. Verify the AES version in the site. Refer to the Integration Description Document (IDD).
2. Verify that the AES is communicating with the switch.
a. In the OAM, navigate to Status and Control > Switch Conn Summary.
b. Verify that the Conn Status is Talking.
Figure 5-1 OAM: Switch Connections Summary
3. Verify that the CVLAN link is communicating.
a. Click . The Per Service Connection Details appear.

b. Check that the Connection State for the link is Talking.
Figure 5-2 OAM: Per Service Connections Details
4. Verify that the IP address of the AES for client connectivity is defined (the IP address of one
network card). The client connectivity cannot be defined as Any (meaning any network card).
CVLAN does not support the option Any.

Figure 5-3 OAM: Local IP
NOTE: When a site is configured with two separate NIC, the two IP addresses could
appear here. One IP address is configured to reside on the NIC designated for the
Switch connection and the other IP address is configured to reside on the NIC
designated for the Client connection. Ensure that you select the correct IP address.
5. Verify host connectivity as follows:
a. From the menu bar, click Ping host. The Ping Host/IP page appears.
Figure 5-4 Avaya OAM - Ping Host/IP Page
b. In the Host/IP field, type the IP address of the C-LAN board and click Ping. If the ping is
successful, the system displays a message indicating a packet size and packet count.

Client Cannot Connect to CVLAN Server
Client Cannot Connect to CVLAN Server

• Verify that the IP address of the CVLAN for client connectivity is defined (the IP address of
one network card). The client connectivity cannot be defined as Any (meaning any network
card). CVLAN does not support Any.
NOTE: When a site is configured with two separate NIC, the two IP addresses could
appear here. One IP address is configured to reside on the NIC designated for the
Switch connection and the other IP address is configured to reside on the NIC
designated for the Client connection. Ensure that you select the correct IP address.
Figure 5-5 OAM: Local IP
client connectivity

6
NICE Testing and Debugging Tools
This chapter describes several NICE testing and debugging tools which enable you to troubleshoot
your site. Use the different tools to help you isolate problems.
Contents
NICE Events Spy ...........................................................................................................102

NICE Debug Service .....................................................................................................107
Connection Manager Monitor ...................................................................................... 113
Log Manager System ................................................................................................... 119
CAPI Spy........................................................................................................................123
CTi Console Viewer ......................................................................................................129
NOTE: All these tools should only be used by authorized personnel and in conjunction
with NICE Systems.
Chapter 6: NICE Testing and Debugging Tools 101

NICE Events Spy
NICE Events Spy

NICE Events Spy enables you to trace events after they were transferred from the PABX to the
Connection Manager, enabling you to detect bugs or malfunctions.
WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
Setting Up the Events Spy

The NICE Events Spy tool is part of the NICE Perform Applications Suite.
To set up the NICE Events Spy Tool:

1. Open the System Administrator, as follows:
a. Log in to the NICE Perform Applications Suite.
b. From the Accessories menu, choose System Administrator.
The System Administrator appears with a list of NICE components under the Site branch
in the Organization tree.

3. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Choose the Connection Manager for which you want to set up the NICE Events
Spy tool.
4. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.

NICE Events Spy
Figure 6-1 Interfaces Tab
Double-click UseSpy
5. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 6-2 Set Parameter Value Window
6. From the Value drop-down list, choose Yes and click OK.
7. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.

NICE Events Spy
8. In the Value field, type the name of the mailslot that you want to use in conjunction with
NICE Events Spy.
TIP: It is recommended to use a short name.
9. Click OK.
NOTE: If the Connection Manager is running, you should restart it after setting these
definitions.
Receiving Events
You should set up the Events Spy so that you can receive events.
To use NICE Events Spy:

1. On the Interaction Center server, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears.
Figure 6-4 Events Spy Window
Event Type
Column
2. From the Connections menu, choose Mailslot Connections for Receiving Events >
Open Mailslot. The Events Spy - Mailslot Name window appears.
Figure 6-5 Events Spy - Mailslot Name Window
3. Type the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.

NICE Events Spy
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 6-4.
Saving Events
NICE Events Spy enables you to:
• Create and save events in an active log file.
• Save all current events.
• Save selected current events.
You can save the files in either .xml or .bin formats.
Saving Events in a Log File
This option enables you to create a log file that saves all events from the time you create the file
until you close it.
To save events in a log file:

1. From the File menu, choose Log to File.
2. To create a log file using the .xml format, click Log to XML File. To create a log file using the
.bin format, click Log to Binary File. The Save as window appears.
3. Save the file in any convenient location.
NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.
Saving Current Events
This option enables you to create a file in which you can save all events that currently appear in the
Event Type column.
To save current events:

1. From the File menu, choose Save Current Events to File.
2. To create a file using the .bin format, click Save all Events to Binary File. To create a file
using the .xml format, click Save all Events to XML File. The Save as window appears.

NICE Events Spy
Saving Selected Current Events
This option enables you to create a file in which you can save selected events from the list that
currently appears in the Event Type column.
To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.
2. From the File menu, choose Log to File.
3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To
create a file using the .xml format, click Save Only Selected Events to XML File. The Save
as window appears.
Setting up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they
originated in the PABX. This enables you to save and analyze them without having to actually use
the PABX itself.
WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.
Sending Events
WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.

NICE Debug Service
NICE Debug Service

The Debug Service enables you to gather data critical for solving problems stemming from the
transfer of events between the switch and the Connection Manager.
IMPORTANT
Do not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination
with NICE Systems to gather the data as described below, and then send it to NICE Customer
Support for assistance.
This section includes the following topics:

• Setting Up the NICE Debug Service
• Accessing the NICE Debug Service
Setting Up the NICE Debug Service

The Debug Service enables developers and customer support personnel to reproduce problematic
scenarios.
WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
To set up the Debug Service:


NICE Debug Service

3. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Choose the Connection Manager for which you want to set up the Debug Service.
4. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 6-6 Interfaces Tab
Double-click DebugServiceMode
5. Double-click the DebugServiceMode parameter. The Set Parameter Value window appears.

NICE Debug Service
6. From the Value drop-down list, choose either Record or Debug (see following table) and
click OK.
7. Define the Debug Service parameters according to the following table:
NOTE: You can also create and add additional parameters by clicking Add.
Table 6-1: Debug Service Parameters
Parameter Name Description Default Value

DebugServiceMode • Idle - the Debug Service is disabled. Idle
• Record - the CTI Interface records every
event, request, and response.
• Debug - the CTI Interface receives events,
requests, and responses directly from the
Debug Service (to be used only by NICE
System personnel in lab environments).
DebuggingMode • Orignl_Intrvls - retains the original intervals Single_step
between events that were used by the switch.
• Fixed_Intrvls - events are transferred to the
link at fixed intervals, which are defined in the
FixedTimeInterval parameter.
• Single_Step - events are transferred upon
user input.
NOTE: This parameter is activated only when you
activate the DebugServiceMode.
RecordingMode • Asynchronous - synchronization of the Asynchronous
requests and responses by the InvokeID is
defined by the switch. Not applicable to TAPI.
• Semi_Synchronous - synchronization of the
requests and responses by the InvokeID is
defined by the Debug Service. Not applicable
to TAPI.
• Simple - No synchronization is performed.
NOTE: This parameter is activated only when you

NICE Debug Service
Table 6-1: Debug Service Parameters (Continued)

DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the
contents of the Debug folder before activating
the Debug Service.
• This parameter is activated only when you
• The files are saved in binary format.
FixedTimeInterval Defines the value when you define Fixed_Intrvls 0
as the value for the DebuggingMode parameter
above.
NOTE:
• The value is defined in seconds.
AvailableDiskQuota Defines the maximum size allowed on the hard 300
disk for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the Interaction Center server. The Debug Service is activated
when the Dispatch Service automatically restarts the Connection Manager process.

NICE Debug Service
9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
in which “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the
location you defined in the DebugFilesFldr parameter above.
IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
NOTE: To avoid confusion with any Debug files from previous sessions, it is highly
recommended to delete all existing Debug file(s) before activating the Debug Service.

NICE Debug Service
Accessing the NICE Debug Service

NICE Systems provides a utility for viewing the Debug files. You then send the four Debug files to
NICE Customer Support.
To access the Debug files:

1. In the Interaction Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations).
2. In the Tools folder, double-click IntegrationFileSplitter.exe. The Integration File Splitter
window appears.
Figure 6-8 Integration File Splitter Window
Drag and drop

debug files
into the File
Details aras.
3. Drag and drop the Debug files into the File Details area. The Debug files and the debug
session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.
IMPORTANT
Make sure that you send to NICE Customer Support the four debug files that correspond to the
debug session ID number.

Connection Manager Monitor

The NICE Connection Manager Monitor tool enables you to view the contents of the Connection
Manager’s tables. It also enables you to verify if:
• Devices are monitored
• Monitored devices are filtered
and
• Displays the loaded CTI links
• Displays connected clients.
Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a
client. It then receives events in addition to monitoring devices, enabling you to conduct simple
tests without running a driver.
This section includes:

• Managing the Connection Manager Monitor
• Stopping the Connection Manager Monitor
Setting Up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.
To set up Connection Manager Monitor:

1. In the Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The
Connection Manager Monitor window appears.

Figure 6-9 Connection Manager Monitor Window
2. From the Monitor menu, choose Connect. The Select Connection Manager window appears.
Figure 6-10 Select Connection Manager Window
Type the Connection Manager

ID of the Interactions Center
to which you want to connect
3. Type the Connection Manager ID of the Interactions Center to which you want to connect.
Click OK. The Connection Manager Monitor displays the contents of the Connection Manager
tables.

Figure 6-11 Connection Manager Window - Tables
4. From the Client menu of the Connection Manager Monitor window, choose Connect. The
Select Connection Manager window appears.
Figure 6-12 Connection Manager Window - Client Menu
Type the Connection Manager

ID of the Interactions Center
to which you want to connect
5. Type the Connection Manager ID of the Interactions Center to which you want to connect.
Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.

Figure 6-13 Connection Manager Monitor - Client Connection in Clients Area
Client
connection
6. From the Client menu, choose Monitor. The Monitor Device window appears.
Figure 6-14 Monitor Device Window
a. In the Device ID field, type the Device ID number of the Connection Manager to which
you want to connect.
b. In the Switch ID field, type the Switch ID number.
c. From the Device Type drop-down list, choose the appropriate device type.
d. Click Monitor. The response appears in the Output area.

Figure 6-15 Output Area
IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 6-16 Connection Manager Monitor - Client Device Requests Area
New Client
Managing the Connection Manager Monitor

This section includes the following topics:
• Stopping the Connection Manager Monitor
• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor
This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.
To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, choose Stop Monitor.
The Stop Monitor Device window appears.
Figure 6-17 Stop Monitor Device Window
2. Type the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
Disconnecting the Connection Manager Monitor Client
This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.
To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, choose Disconnect.
The Client connection of the Connection Manager no longer appears in the Clients area and in
the Client Device Requests area.

Log Manager System
Log Manager System

The Log Manager system logs all significant system activity and maintains a log of all data,
enabling you to view the history of all relevant system activity.
The Log Manager system has four main components:
• Log Manager
• Log Manager Services
• Log Viewer
Log Manager
The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter.
WARNING
Reporting levels may be helpful for troubleshooting. However, making changes to the reporting
levels can greatly add to the load on your system. Changing reporting levels should therefore be
done only by authorized personnel and in conjunction with NICE Customer Support.
You can set the reporting levels in any of the integration branches e.g. in the Connection
Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or
in the New Driver wizards when you initially set up the driver.
By default, reporting levels are defined for the following:
• Console - reports to the standard Console window
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.
If necessary, you can also manage the size of the log files, the amount of disk space dedicated to
them, and the number of days you wish to keep log files.
To define the reporting levels:


Log Manager System
• In the Organization Tree, select the Organization branch.
3. Mark the Technician Mode checkbox and click Save .

4. You can set the Reporting Level in any of the branches, see the examples below:
• In the Organization tree, expand Master Site > CTI Integrations > Connection
Managers and click the relevant Connection Manager. In the Connection Manager
Details area, expand Reporting Level.
-or-
• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the
Driver General Information area, expand Driver Reporting Level.
Figure 6-18 Driver Reporting Level Area
Click Edit
5. Choose the desired row and click Edit . The Set Reporting Level window appears.
Figure 6-19 Set Reporting Level Window

Log Manager System
6. Mark the checkboxes for the reporting levels you want to include and click OK.
NOTE: It is highly recommended that you do not change the settings of the default
reporting levels. Changing reporting levels should be done only by authorized
personnel and in conjunction with NICE Customer Support.
7. In the relevant log field, type the new setting and click Save .
Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two log manager
related services:
• Nice Integration Log Retention
• Nice Integration Reporting Level Dumper
WARNING
You should not change any values in the Registry. All changes should be made through the
System Administrator application and be done only by authorized personnel and in conjunction
with NICE Customer Support.
Log Viewer
The Log Viewer enables you to view the log files and to filter them. You can keep several logs
open at the same time.
Filtering Logs
You can filter the logs according to the following criteria:
• Reporting level: Clear the reporting levels that are irrelevant.
• Date: Choose the appropriate time range.
• Module name: Unmark any modules that are irrelevant.
• Thread ID: Unmark any thread IDs that are irrelevant.
• Message: Type any relevant message.
To filter a log file:

1. In the Interaction Center, navigate to the Tools folder (the default location is
D:\NICECTI\Integrations\Tools).
2. Double-click LogViewer.exe. The Log Viewer window appears.

Log Manager System
3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.
4. In the Filter area, mark the relevant filter options.
Figure 6-20 Log Viewer Window
Click
Filter
5. Click Filter. The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference: from the File menu, choose Save as. The
Save as window appears.
7. Name the filtered log file appropriately.
Searching Logs
The Log Viewer enables you to search for specific text within a specific column or within all
columns. The Log Viewer remembers past searches.
To search for a specific text value:

1. From the Edit menu, choose Find. The Find window appears.
Figure 6-21 Find Window
2. Click the In column drop-down list and choose the relevant search basis.
3. Click Find next.

CAPI Spy
CAPI Spy
The CAPI Spy enables you to monitor all messages sent by the CTI driver to the CLS CAPI (Call
Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI
driver or in the CLS CAPI server.
CAPI Spy has two main components:
• CAPI Spy Plug-in
• CAPI Spy Utility
CAPI Spy Plug-in

The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System
Administrator. Only marked plug-ins are executed by the CTI driver.
To set up the CAPI Spy Plug-in:


3. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the
relevant driver.
4. Click the Interfaces tab.

CAPI Spy
Figure 6-22 Drivers > Interfaces Tab
5. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.
The Driver - Interface Configuration window appears.
Figure 6-23 Driver - Interface Configuration Window
6. Expand Driver Real-Time Plugins.
IMPORTANT
You can mark CAPISpy once and then leave it marked, as it has no negative impact on the
system.

CAPI Spy
Figure 6-24 Driver Real-Time Plugins Area
Click the
arrows to
change the
order.
7. Mark the CAPISpy checkbox and click OK.
NOTE: It is highly recommended that CAPISpy be the last entry in the Driver Real-Time Plugins
list. This enables you to see any changes that may have come about because of other plugins.
You can change the order of the drivers by clicking the arrows.
After you mark or unmark the CAPISpy checkbox, you must restart the driver before the change
will take effect.
8. Click the General tab and expand Additional Driver Parameters. The Additional Driver
Parameters area displays.
Figure 6-25 Additional Driver Parameters Area

CAPI Spy
9. Define the CAPI Spy parameters according to the following table:

Table 6-2: CAPI Spy Parameters

CAPISpyServerPort Port to which the CAPI Spy connects. 7002
NOTE: You should not change the value of this
parameter unless there is another third party
application that uses this port.
If the value is changed, restart the driver.
Then configure the CAPI Spy application to
connect to the new port. See Changing
Connection Details.
CAPISpyMessageQueueSize Size of message queue in CAPI Spy server. 50
NOTE: Be careful about setting this to a higher
value as it can slow driver performance.
10. Click Save .
CAPI Spy Utility

NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.
To set up the CAPI Spy:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click CAPISpy.exe. The CAPI Spy window appears.
Figure 6-26 CAPI Spy Window

CAPI Spy
2. From the Connect menu, choose Connect to CTI Driver.

After the CAPI CTI driver and the CAPI Spy utility are connected, the CAPI Spy starts
displaying CAPI messages.
Figure 6-27 CAPI Spy Window Displaying Messages
NOTE: If the connection is not successful, an error message appears. Contact NICE Customer
Support.
If the connection is dropped, an error message appears. To reconnect the connection, from the
Connect menu, choose Connect to CTI Driver.

CAPI Spy
Changing Connection Details

The CAPI Spy by default connects to the localhost CTI driver on the 7002 port. When port 7002 is
used by another third party application, you can change the port. See CAPI Spy Plug-in.
To change the connection details:

1. From the Connect menu, choose Change connection details. The Connection Details
window appears.
Figure 6-28 Connection Details Window
2. Type the Driver IP Address and the Driver Spy port.

3. Click OK.
NOTE: You can also monitor CAPI messages from a different host. In this case, type the IP
address of the remote machine. This can seriously overload the network and should be avoided
if possible.

CTi Console Viewer
CTi Console Viewer
The CTI Console Viewer enables real-time log tracking of the screens of all integration
components installed on the local machine. This application replaces the Console windows in the
Reporting Level of the integration process, and provides the user with filtering capability.
CTI Console Viewer has a separate window for each integration process. You can view and filter
an event, as well as change the reporting level. You cannot do this in the System Administrator.
Files are saved automatically in the Log Manager and can be viewed afterwards in the Log
Viewer.
Figure 6-29 CTI Console Viewer
To open the CTI Console viewer:

• To open, double-click the icon in the system tray.
-or-
• Right-click the icon, and select Open NICE CTI Console Viewer.
To open a specific integration process window:

1. From the CTI Modules menu, choose the relevant integration process.
A log window opens and the integration modules installed on the local machine are listed.
(This list is updated when you add/remove any integration modules in the System
Administrator).

CTi Console Viewer
Figure 6-30 CTI Log Window
NOTE: These reporting levels are only relevant for the CTI Console.
WARNING
Reporting levels may be helpful for troubleshooting. However, making changes to the reporting
levels can greatly add to the load on your system. Changing reporting levels should therefore be
done only by authorized personnel and in conjunction with NICE Customer Support.
Filtering Messages
You can filter messages in any of the following manners:
• Reporting level - Clear the checkboxes of the reporting levels that are irrelevant (message
importance).
• Module name - Clear the checkboxes of any modules that are irrelevant.
• Thread ID - Clear the checkboxes of any Thread IDs that are irrelevant.
To reset the filter:
NOTE: The filter is applied to new messages. It does not affect old messages.
• Click the Reset Filter button.

The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset
filter option does not affect the reporting level).

CTi Console Viewer
To clear the screen of messages:

• Click the Clear Screen button.
All the messages are cleared from the screen.
To open the last log file:

• Click the Open last log file button.
The current log file with Log Viewer opens (see Log Viewer section). You can see log
messages from the specific modules in real-time as they are displayed.
To change console size and color:

1. From the Options menu, choose Console size.
When the log window is filled with the maximum number of messages, the top rows are
automatically deleted.
2. From the Options menu, choose Change color.
a. Select a background color.
b. Select a color for each reporting level.

A
CVLAN Additional Parameters
CTI Interface - Additional Switch Parameters ............................................................134

Importing Text Files......................................................................................................136
Reporting Levels ..........................................................................................................138
Logger Parameters for Instant Callback.....................................................................140
Connection Manager - Additional Parameters...........................................................141
Connection Manager - Interface Parameters .............................................................143
Switch Driver - Additional Parameters .......................................................................145
Driver Interface - Additional Parameters ....................................................................147
Appendix A: CVLAN Additional Parameters 133

CTI Interface - Additional Switch Parameters
WARNING
Changing parameters could have severe effects on your system. Therefore changing the CTI
Interface Additional Parameters, or creating new ones, should be done only by authorized
personnel.
Additional Parameters for configuring the CTI Interface are located in the Switch Connection and
Additional Information window of the CTI Interface wizard (see Configuring the CTI Interface
on page 54).
Figure A-1 Switch Connection and Additional Information Window

The following predefined additional parameters appear for the Avaya Communication Manager
and Media Server switch:
NOTE: You can also create and add additional parameters by clicking the Add button.
Default
Parameter Name Description
Value
HeartBeatTimeOut Indicates the time (in seconds) that is allowed for 30
the CVLAN server to determine when the client is
no longer sending requests or messages and to
drop the connection.
LinkFIFOSize Indicates the size of the FIFOs in the link. 500
TreatUCID Indicates how to treat the Universal Call ID Yes
(UCID).
Either as a (yes) string value or a (no) value in
Hex format.
TotalNumOfSwitchDevices Indicates the number of devices supported by the 5000
link.
TrunkIdentifier Defines the trunk identifier (that is, the prefix used #.*
to identify a trunk number).
MaxLenOfInternalDevice Defines the maximum length (that is, the 6
maximum number of digits) in an internal device.
DefaultDeviceType Indicates the device type to use in case of an Station
unknown device type.
To change the default values:

1. Double-click the row of the relevant parameter.
The Driver Additional Parameter window appears.
2. Enter the desired value in the Value field.
3. Click OK.

Importing Text Files

When you configure your CTI Interface(s) as described in Chapter Configuring the CTI
Interface on page 54, (see especially the NOTE on page 61), you can save time by importing the
device number and the corresponding device type from existing .txt files.
NOTE: The file(s) must be in .txt format. If you have existing files in any other format,
you must first convert them to .txt format and then perform the procedures described
below.
In order to use the Import feature, the .txt file must be formatted as follows:
• Each line in the .txt file must represent one device.
• Each line must include both the device number and its corresponding device type.
• The device number and its corresponding device type must be separated by either a single
space or by one tab increment.
To import text files:

1. In the Switch Devices Configuration window, expand the Available Devices row.
Figure A-2 Switch Devices Configuration Window
2. Click the Import button.

The Import window appears.

Figure A-3 Import Window
3. If you want to overwrite all the devices that currently appear in the Available Devices window,
mark the Clear all existing values checkbox.
WARNING
By default, the Clear all existing values checkbox is marked. If you want to retain the
devices that are currently listed in the Available Devices window, you must
unmark the checkbox.
4. In the Delimiter drop-down list, choose if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
5. In the Records separator drop-down list, accept the default New Line.
6. In the Fields order drop-down list, choose if the order in which the device number and its
corresponding type that appears in the txt file is Device Delimiter Device Type (that is, first
the device number followed by the device type), or Device Type Delimiter Device (that is,
first the device type followed by the device number).
7. In the Import File field, browse to the file you want to import.
8. Click OK.
The devices listed in the .txt file are configured into the CTI Interface.

Reporting Levels
Reporting Levels
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Systems.
Reporting Levels are defined in the General Information window of the Connection Manager and
the New Driver wizards (see Configuring the Connection Manager on page 66 and Creating
the Switch Driver on page 70).
Figure A-4 General Information Window

Reporting Levels
By default, reporting levels are defined for the following:

• Console - reports to the NICE Log Manager
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.
To define reporting levels:

1. Choose the desired row and click the Edit button.
The Set Reporting Level window appears.
Figure A-5 Set Reporting Level Window
2. Mark the checkboxes for the reporting levels you want to include and click OK.

Logger Parameters for Instant Callback
Logger Parameters for Instant Callback

When configuring Instant Callback, the following parameters must be set in the Logger.
For T1 Instant Callback
IDLE signaling $2
Seize signaling $E
Seize acknowledge signaling $E
Call-answer signaling $E
Clear forward signaling $2
Clear backward signaling $2
Wink signaling $2
For E1 Instant Callback
IDLE signaling $D
Seize signaling $5
Seize acknowledge signaling $5
Call-answer signaling $5
Clear forward signaling $D
Clear backward signaling $D
Wink signaling $D

Connection Manager - Additional Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager Additional Parameters, or creating new ones, should be done only by
authorized personnel.
Additional Parameters for configuring the Connection Manager are located in the General
Information window of the Connection Manager wizard (see Configuring the Connection
Manager on page 66).

The following predefined additional parameters appear:
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Value
MaxClientDeviceRequests Defines the maximum number of device 1000
requests the Connection Manager can handle.
MaxClientRequests Defines the maximum number of client requests 1000
the Connection Manager can handle.
MaxClients Defines the maximum number of clients that can 100
be attached to the Connection Manager.
MaxMonitoredDevices Defines the maximum number of monitored 1000
devices which the Connection Manager can
handle. For example, if the value is 1000 the
Connection Manager can handle 999 monitored
devices.
MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the 10
Connection Manager can handle.
To change the default value:

The CM Additional Parameter window appears.
2. Enter the desired value in the Value field and click OK.

Connection Manager - Interface Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager Interface Parameters, or creating new ones, should be done only by
authorized personnel.
Interface Parameters for the Connection Manager are located in the Connection Manager Switches
Information window of the Connection Manager wizard (see Configuring the Connection
Manager on page 66).
Figure A-7 Connection Manager Switches Window

button.
Default
Value
DllName The name of the DLL that contains the CTI Link read-only
translator. This DLL is dynamically installed
when you define a new Connection Manager.
KeepAliveInterval Defines the Keep Alive Interval time. The value 30
is defined in seconds.
UseSpy Defines if the Connection Manager reports link No
events to the NICE Events Spy tool.
(Refer to NICE Events Spy on page 102)
SpyMailSlotName Defines the name of the mailslot between the
Connection Manager and the NICE Events Spy
tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSpy parameter.
UseSimCTILink Defines if the Connection Manager uses the No
SimCTILink tool to read events.
(Refer to Setting up the SimCTILink Tool
on page 106)
SimMailSlotName Defines the name of the SIM mailslot between
the Connection Manager and the Spy tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSimCTILink parameter.

The CM Additional Parameter window appears.

Switch Driver - Additional Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the Switch
Driver Additional Parameters, or creating new ones, should be done only by authorized
personnel.
Additional Parameters for configuring the Switch Driver are located in the General Information
window of the Switch Driver wizard (see Creating the Switch Driver on page 70).

button.
Default
Value
MaxCapiCommandRetries Defines the number of times the driver attempts 2
to send a command to the CAPI following a
failure.
MaxNumberOfCalls Defines the maximum number of calls in the 5000
concurrent calls buffer.
DelayBetweenStartFailed Defines the amount of time before the driver 30
LinksInSeconds reconnects to the CTI link following a failure.
The value is defined in seconds.
MaxCallDurationSec Defines the maximum time the driver allows a 7200
call to last until it is automatically disconnected.
The value is defined in seconds.
UseEventDB Defines if the driver uses the EventDB database No
for CTI Analysis.
CallTableHost Host name of the Call Table. localhost
CallTablePort Port number of the Call Table. 7272


Driver Interface - Additional Parameters

WARNING
Changing parameters may have severe effects on your system. Therefore changing the Driver
Interface Additional Parameters, or creating new ones, should be done only by authorized
personnel.
Additional Parameters for configuring the Driver Interface are located in the Driver Interface
Configuration window of the Switch Driver wizard (see Creating the Switch Driver on page 70).

button.
Default
Value
op_EnableFlushCalls Defines if the driver flushes open calls when Yes
initializing connection.
SaveOriginalMapDevice Defines if the driver reports to the source No
device.
HandleAgentActivityOnly Defines if the driver handles login/logout events No
only from this link.
TimeOut Defines the response time for a request. The 3000
value is defined in milliseconds.
MilliDelayBetweenCTI Defines the waiting time between CTI requests. 100
Requests The value is defined in milliseconds.
CTIRequestsRetries Defines the number of times the CTI tries to 2
request events for Query and Monitor devices.
MilliDelayBetweenGetLink Defines the waiting time between “Get Link 5000
StatusRequests Status” requests. The value is defined in
milliseconds.
GetLinkStatusRetries Defines the number of times “Get Link Status” 4
requests can be made.
FailedMonitoredThread Defines the waiting time before reactivating a 10
MinutesDelay thread to monitor devices that the link had
previously failed to monitor. The value is defined
in minutes.


Index
A Connection Manager
active VoIP additional parameters 141, 143
Avaya components 20 attaching CTI Interfaces 68
NICE components 21 configuration prerequisites 53
additional parameters configuration wizard 66
Connection Manager 141, 143 CTI Interface
CTI Interface 134 adding devices 61, 77
driver interface 147 additional parameters 134
switch driver 145 configuration prerequisites 52
AES configuration wizard 54
switch communication 98 creating new physical switch 57
troubleshooting 98 CTI link
version 98 configuring via OAM 47
Application Enablement Services (AES) 16 defining 47
Avaya AES Server CTI/CDR Interface
configuration information 52 importing text files 136
configuring the Connection Manager 66 customer components
configuring the CTI Interface 54 passive VoIP 23
configuring the Switch Driver 70 CVLAN 15
installing the Switch Driver 81 CVLAN environment 15
switch configuration 44 defining the CTI link 47
switch preparations 44 CVLAN client 15
Avaya Communication Manager installation 50
Media Gateway 15 CVLAN server 16
Media Server 15
Avaya components D
active VoIP 20 device deletion 95
passive VoIP 22 devices, failed to monitor
Avaya CT Server troubleshooting 94
configuration information 52 driver interface
configuring the Connection Manager 66 additional parameters 147
configuring the CTI Interface 54 driver, see integration driver
configuring the Switch Driver 70 DS1 cards
installing the Switch Driver 81 configuration 31
Avaya environment configuring basic parameters 32
preparing AES for CVLAN 43 connecting 31
B E
business data Events Spy
database fields 25 defining SpyMailSlot Name parameter 103
defining the UseSpy parameter 103
C sending events 106
extension-side recording
CLAN 16
Index 149

architecture 18 customer components 23
NICE components 23
I peparing AES for CVLAN 44
Instant Callback preparing AES environment 44
configuration 31
integration R
architecture 15 recording
description 14 solutions 17
limitations 26 recording methods 17
recording solutions 17 reporting levels
integration driver defining 138
open stream failure 95
integration workflow S
CVLAN integration 13 S1 cards
interaction-based recording 17 configuring E1 trunks 35
IP/Name field 83 configuring T1 trunks 37
SimCTILink tool 106
L SpyMailSlot Name parameter 103
limitations 26 switch
Logger 16 configuration for AES 44
login/logout error configuring DS1 cards 31
troubleshooting 93 open stream failure 95
switch driver
M adding devices 79
MDF adding rejected devices 78
connections 30 additional parameters 145
monitor end event 95 attaching CLS 72
monitoring devices configuration prerequisites 53
troubleshooting 94 configuration wizard 70
defining monitor devices 76
N installation 81
NICE components IP/Name field 83
active VoIP 21 switch integration
passive VoIP 23 prerequisites 12
NICE Events Spy 102 system architecture
setting up the SimCTILink Tool 106 Extension-Side recording 18
NICE Interaction Center Trunk-Side recording 19
CVLAN client installation 50
NICE Interaction Center (CLS) 16 T
NICE Perform text files
switch integration prerequisites 12 importing 136
total recording 17
O trunk-side recording
OAM architecture 19
CTI link configuration 47
switch configuration 44 U
open stream failure UseSpy parameter 103
troubleshooting 95
V
P VDN, missing information
passive VoIP troubleshooting 94
Avaya components 22
Index 150

Avaya CVLAN Integration

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Avaya CVLAN Integration

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NICE Perform®

Integration with AVAYA CVLAN

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Revision Modification Date Description

A1 January 2008 • Business Data on page 25 – Updated section.

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

NICE Perform Site Installation Overview...................................................................... 12

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)

NICE Perform Site Installation Overview

Legend Prepare Machines

Define in System Administrator

Define in System Administrator

Install VoIP Recording Gateway (VRG)

Define in System Administrator

Install NICE Interactions Center

You are Here Install and Configure Switch Integrations

Define Channel Mapping in the System Administrator

Define in System Administrator

Install relevant optional components:

Define in System Administrator

Perform Required Installation and Acceptance Test Procedures

NICE Perform ® Release 3: Integration with Avaya CVLAN (Rev. A1)