Professional Documents
Culture Documents
Abstract
These Application Notes describe the configuration steps required to successfully integrate
Avaya Proactive Contact 5.0 with Avaya Aura Contact Center 6.2.
Avaya Proactive Contact uses the Contact Management Framework (CMF) web services
interface available in Avaya Aura Contact Center as the integration point to Avaya Aura
Session Manager and Avaya Aura Communication Manager. CMF is a Simple Object
Access Protocol (SOAP) based web services API that provides Avaya Proactive Contact
access to Controlled Directory Number (CDN) and agent events to achieve Agent Blending.
Agent Blending integrates outbound calling activities on Avaya Proactive Contact with
inbound calling activities on Avaya Aura Contact Center.
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Introduction
These Application Notes describe the configuration steps required to successfully integrate
Avaya Proactive Contact 5.0 with Avaya Aura Contact Center 6.2. In this solution Proactive
Contact is configured in hard dialer mode, which requires a PG-230 (digital switch).
The Avaya Proactive Contact system is an enterprise outbound solution software application
that consists of software, hardware, and network components. Proactive Contact contains dialer
functions to optimize agent productivity. The Agent Blending feature monitors ACD inbound
traffic to Controlled Directory Numbers (CDNs) and predicts when to acquire and release ACD
agents for outbound calling. Proactive Contact integrates with Avaya Aura Contact Center to
seamlessly blend inbound outbound activities based upon the inbound call volume. The Contact
Management Framework (CMF) is a SOAP based web services API in Avaya Aura Contact
Center that provides Avaya Proactive Contact access to CDNs and agent events to achieve Agent
Blending.
Avaya Proactive Contact acquires the pooled Contact Center Toolkit (CCT) agents for outbound
calling when the inbound calling activity decreases on the inbound CDN of Avaya Aura
Contact Center. Avaya Proactive Contact releases the pooled agents to inbound calling when the
inbound calling activity increases in the Avaya Aura Contact Center. The movement between
inbound and outbound calling keeps the blended agents busy and the service level within the
prescribed limits.
The following is the Lab configuration used for testing.
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Verification of Customer calls from simulated PSTN routed via Avaya Aura Session
Manager to Avaya Aura Contact Center.
Verification of Outbound calls from Avaya Proactive Contact to customers over a
simulated PSTN.
Verification of acquiring Proactive Contact (PC) agents to take outbound calls.
Verification of releasing PC agents to take inbound calls.
Verification of Avaya Aura Contact Center features such as Transfer, Conference,
Hold-Unhold, Consult on an inbound call.
Verification of Avaya Aura Contact Center Supervisor Observe and Barge-in on
inbound calls
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1.3 Assumptions
These Application Notes do not provide any configuration details for the following list of
assumptions:
Avaya Proactive Contact is installed and is configured with Avaya Aura Communication
Manager to make outbound calls.
Avaya Aura Communication Manager has been installed and is operational.
Avaya Aura System Manager and Avaya Aura Session Manager have been installed and
configured to work with Avaya Aura Communication Manager.
Avaya Aura Contact Center has been installed and is operational.
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Acronyms:
ACD
AACC
AAAD
ARS
AOR
CCMS
CCT
CDN
CM
CM-ES
CMF
CM-FS
CMS
DAD
DCP
DNC
DNIS
DNS
ESS
FQDN
IP
IPSI
MOA
MQR
PAB
PC
PSTN
RTP
SAT
SIL
SIP
SM
SMGR
SRE
SSH
SSL
TAC
TCP
TCP/IP
TLS
URL
VDN
WAN
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WFM
XML
The following equipment and software were used for the sample configuration.
Equipment/Software
Avaya S8800 Media Server
Avaya S8800 Media Server
Avaya S8800 Media Server
Prolient HP DLG385-G2
PG-230 Digital switch
Dell 1950
Avaya 96X1 H.323
Avaya 96XX- H.323
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Software Version
Avaya Aura Communication Manager
6.0.1 (R016x.00.1.510.1)
Avaya Aura Session Manager 6.1 SP2
Avaya Aura System Manager 6.1 SP2
Avaya Aura Application Enablement
Service 6.1.1 High Availability
Avaya Proactive Contact 5.0
ENBC Generic software version 16.2.3
Avaya Aura Contact Center 6.2 SP4
R6.0 SP2
R3.1 SP1
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Page
IP PORT CAPACITIES
Maximum Administered H.323 Trunks:
Maximum Concurrently Registered IP Stations:
Maximum Administered Remote Office Trunks:
Maximum Concurrently Registered Remote Office Stations:
Maximum Concurrently Registered IP eCons:
Max Concur Registered Unauthenticated H.323 Stations:
Maximum Video Capable Stations:
Maximum Video Capable IP Softphones:
Maximum Administered SIP Trunks:
Maximum Administered Ad-hoc Video Conferencing Ports:
Maximum Number of DS1 Boards with Echo Cancellation:
Maximum TN2501 VAL Boards:
Maximum Media Gateway VAL Sources:
Maximum TN2602 Boards with 80 VoIP Channels:
Maximum TN2602 Boards with 320 VoIP Channels:
Maximum Number of Expanded Meet-me Conference Ports:
8000
18000
8000
18000
128
100
2400
100
5000
8000
522
10
250
128
128
300
2 of
11
USED
13
0
0
0
0
0
0
2
705
0
0
1
0
0
0
0
(NOTE: You must logoff & login to effect the permission changes.)
Use the display system-parameters customer-options command to verify that the ASAI Link
Core Capabilities, and Computer Telephony Adjunct Links customer option is set to y on
Page 3. If this option is not set to y, then contact the Avaya sales team or business partner for a
proper license file.
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y
n
y
y
y
y
y
y
y
Page
3 of
11
y
y
n
n
n
y
y
y
y
Navigate to Page 10, and verify that there are sufficient IP_API_A licenses.
display system-parameters customer-options
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID
AgentSC
IP_API_A
IP_Agent
IP_NonAgt
IP_Phone
IP_ROMax
IP_Soft
IP_Supv
IP_eCons
oneX_Comm
Rel.
:
:
:
:
:
:
:
:
:
:
Limit
2400
18000
2400
2400
18000
18000
18000
300
128
18000
Page
10 of
11
Used
0
0
0
0
0
0
0
0
0
0
Page
1 of
IP NODE NAMES
Name
ASM1
ASM2
CCMAS
CLAN
CLAN_1a06
CLAN_1a08_US
CM-IPV6-Procr
CM3_Clan1a04
CMM-CMProcr
CMS-US
COCM-Clan1a04
Clan_1b04
Clan_2a02
Clan_3a10
Clan_4a03
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IP Address
10.0.1.187
10.0.2.103
10.0.0.2
10.255.255.245
10.0.0.142
10.0.0.16
11.0.0.4
10.0.0.44
11.0.0.4
10.0.0.110
172.16.25.8
10.0.2.36
12.0.0.47
10.0.2.37
10.0.2.127
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1 of
IP Codec Set
Codec Set: 1
Audio
Codec
1: G.711A
2: G.711MU
3:
4:
5:
6:
7:
Silence
Suppression
n
n
Frames
Per Pkt
3
3
Packet
Size(ms)
30
30
Media Encryption
1: none
2:
3:
Page
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20
IP NETWORK REGION
Region: 1
Location: 1
Authoritative Domain: silpunelab.com
Name: Default
MEDIA PARAMETERS
Intra-region IP-IP Direct Audio: yes
Codec Set: 1
Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048
IP Audio Hairpinning? n
UDP Port Max: 65535
DIFFSERV/TOS PARAMETERS
Call Control PHB Value: 46
Audio PHB Value: 46
Video PHB Value: 26
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802.1P/Q PARAMETERS
Call Control 802.1p Priority: 6
Audio 802.1p Priority: 6
Video 802.1p Priority: 5
H.323 IP ENDPOINTS
H.323 Link Bounce Recovery? y
Idle Traffic Interval (sec): 20
Keep-Alive Interval (sec): 5
Keep-Alive Count: 5
Page
1 of
SIGNALING GROUP
Group Number: 103
Group Type: sip
IMS Enabled? n
Transport Method: tls
Q-SIP? n
IP Video? y
Priority Video? y
Peer Detection Enabled? y Peer Server: SM
n
n
y
n
n
6
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TAC:
Signaling Group:
Number of Members:
Service Type:
Page
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21
TRUNK GROUP
Group Number:
Group Name:
Direction:
Dial Access?
Queue Length:
Service Type:
103
To-ASM-AACC
two-way
n
0
tie
A descriptive name.
The trunk group number from Section 3.6.
Enter a level that allows access to this trunk, with 0 being
least restrictive.
Pattern Name:
Grp No:
FRL:
1:
2:
3:
4:
5:
6:
y
y
y
y
y
y
rest
rest
rest
rest
rest
rest
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
n
n
n
n
n
n
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n
n
n
n
n
n
Page
1 of
DCS/
QSIG
Intw
n
n
n
n
n
n
3
IXC
user
user
user
user
user
user
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Page
DIAL PLAN ANALYSIS TABLE
Location: all
Dialed
String
0
1
2
3
4
5
6
7
8
9
*
#
Total
Length
1
4
4
4
4
4
4
4
1
1
3
3
Call
Type
attd
ext
aar
aar
ext
ext
ext
aar
fac
fac
dac
dac
Dialed
String
Total Call
Length Type
1 of
Percent Full:
Dialed
String
12
1
Total Call
Length Type
Use Automatic Alternate Routing (AAR) for routing calls to Avaya Aura Contact Center with
dialed digits of 2xxx. Use the change aar analysis <n> command where n is the digit of the
entry to administered. Enter the following values for the specified fields and retain the default
values for the remaining fields. Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 25
Total Min:
Minimum number of digits, in this case 4
Total Max:
Maximum number of digits, in this case 4
Route Pattern:
The route pattern number from Section 3.7. i.e. 103
Call Type:
aar
change aar analysis 2
Page
AAR DIGIT ANALYSIS TABLE
Location: all
Dialed
String
25
20000
21
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Total
Min Max
4
5
6
4
5
6
Route
Pattern
103
1
15
Call
Type
aar
aar
aar
1 of
Percent Full: 1
Node
Num
ANI
Reqd
n
n
n
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Page
1 of
STATION
Extension:
Type:
Port:
Name:
3011
9620
S00005
AACC_Test
Lock Messages? n
Security Code: 1234
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
0
1
1
1
STATION OPTIONS
Loss Group: 19
Speakerphone:
Display Language:
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?
2-way
english
internal
y
Navigate to Page 2 and enter the following values for the specified fields, and retain the default
values for the remaining fields.
Restrict Last Appearance:
Page
2 of
STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:
spe
y
n
n
y
n
n
single
H.320 Conversion? n
Service Link Mode: as-needed
Multimedia Mode: enhanced
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Navigate to Page 4 and only assign two call appearances by entering call-appr for button
assignments 1 and 2.
add station 3011
Page
4 of
STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
Headset?
Speaker?
Mounting:
Cord Length:
Set Color:
ABBREVIATED DIALING
List1:
List2:
BUTTON ASSIGNMENTS
1: call-appr
2: call-appr
3:
n
n
d
0
List3:
4:
5:
6:
voice-mail Number:
Once the CM Configurations are in place, we need to perform the following configuration on
System Manager:
Above configuration is out of scope of this document please refer Avaya Aura System
Manager Administration guide mentioned in the Section 8.3.
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This section provides the procedures for configuring Avaya Aura Contact Center. The
procedures include the following areas:
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Right Click on the User link and click Add new user.
Fill in the user for details for CallRecordUser as required and Save
Once saved the CallRecordUser will be listed under the CCT administration.
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On the Orchestration Contact Center window, on the left pane click the (+) sign next to the
Contact Server Manager name and right click on Applications [Full Control]. Select New
Application. Provide the Application Name and select Script radio button. Click Finish.
Edit the above created Application script_acquire to have the following lines as displayed
below:
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Right click on the Application Name and select Activate to active these applications (not
shown).
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The following screen is displayed after a successful login. Click on Contact Center
Management on the Launchpad.
In the left pane, click the Contact Center Manager to which the agent is to be added. On the
menu, select Add Agent. The following highlighted fields were configured on New Agent
Details window under User Details section:
User Type:
Select Agent
First Name:
Type a first name for the agent
Last Name:
Type a last name for the agent
Login ID:
Enter the extension created in Section 3.9 (the number the
agent enters to logon to the phone). Primary Supervisor:
Select Supervisor from the list
Voice URI:
Enter sip:3011@silpunelab.com. This field uses the SIP
address of the TR87-controlled terminal dedicated to this
agent, in the format sip:agent (use
Extension@SIPdomain, where SIPdomain is the CCMS
Local SIP Subscriber Domain name).
Enable CTI for this agent Check the check box
Create CCT agent:
Check the check box
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Click Contact Types, which is then expanded. Select the check box beside each Contact Type to
assign to the agent (for example, Voice, IM).Assign the acquire and inbound skills set created in
the Section 5.5 to Avaya Aura Contact Center agent.
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This section provides the procedures for configuring Avaya Proactive Contact Agent Blend
feature to work with Avaya Aura Contact Center.
List of various configuration files is as follows:
CBA_procs
CBA_cfg
ctirc1
dom_groupdata
acd_ext.cfg
cti_passwd
Note: before the below configurations are performed make sure that Predictive Blend value
added package is already installed on the dialer.
6.1 CBA_procs
Navigate to the /opt/avaya/pab/config/ directory. Copy and rename the CBA_procs.example
file to CBA_procs by entering the command cp CBA_procs.example CBA_procs and press
Enter. Edit CBA_procs as shown below:
Verify that the CBA_procs has the correct hostname of Avaya Proactive Contact.
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############################################################################
#
|Max Wait|Max Wait|Max Wait|Max Wait|Kill
#
| Before | Before | Before | Before |Cfg# Process|Startup|Shutdown|Shutdown| Abort | SIGTERM| SIGKILL|Only
#
Type | Order | Order | Message| Message| Signal | Signal |Mode
#--------------------------------------------------------------------------# NOTE - Startup Order and Shutdown Order MUST start at the value one(1) and
#
increment WITHOUT any sequence gaps
PROCESS_CONTROL
SOE| 1 | 5 | -1 | -1 | -1 | 25 | 0
USR| 2 | 4 | -1 | -1 | 21 | 24 | 0
CTI| 3 | 3 | 11 | 15 | 24 | 35 | 1
ACD| 4 | 2 | 0 | 5 | 10 | 11 | 1
MSC| 5 | 1 | -1 | -1 | -1 | 25 | 0
###############################################################
# Process | Host | Path | Binary | Parameters
# Type
| Name |
| Name |
#-------------------------------------------------------------PROCESS_INSTANCE
USR|pusqaHP04|/opt/avaya/pab/bin/|cbauser|1
CTI|pusqaHP04|/opt/avaya/pab/bin/|cti|1
ACD|pusqaHP04|/opt/avaya/pab/bin/|acdmon|1 nocancel min_asa 2sec gen_rel
#MSC|pusqaHP04|/opt/avaya/pab/scripts/|acdsnap_mon|
6.2 CBA_cfg
Copy and rename the CBA_cfg.example file to CBA_cfg by entering the command cp
CBA_cfg.example CBA_cfg and press Enter. This establishes the Application, PBX and
Gateway IDs used by Agent Blending.
# Type of file | Max Size Before Truncation | Size After Truncation
STATS_FILE_SIZE|1000000|200
EVENT_FILE_SIZE|1000000|200
TRANS_FILE_SIZE|1000000|200
# Valid Domain Application IDs for the IICB system
APPLICATION_IDS
1
# Valid Domain PBX IDs for the IICB system
PBX_IDS
1
# Valid Domain Gateway IDs for the IICB system
GATEWAY_IDS
6.3 ctirc1
Copy and rename the ctirc.auracc file to ctirc1 by entering the command cp ctirc.auracc
ctirc1. Edit the CallRecordUser line of the ctirc1 file. The string will use the following format
of:
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CallRecordUser:< Avaya Aura Contact Center Server IP>:<Domain>:< Avaya Aura Contact
Center Switch Connection Type>:<Event Watch Interval in Secs.>:9080:9091:9092.
CallRecordUser is the same user created in Section 5.2
Avaya Aura Contact Center Server IP is the IP address of Avaya Aura Contact
Center.
Domain is the domain for Avaya Aura Contact Center
Avaya Aura Contact Center Switch Connection Type is SIP. This is used for the
connection type used by Avaya Aura Contact Center to integrate with the Voice
Switch. It can have one of the two values, SIP or AML
Event Watch Interval in Secs is 300. This value is the time interval in seconds
cep_auracc will watch and check whether events received during last interval. 9080
is the port number, on which Contact Manager Services web service is exposed on
AACC (CCT-OI services).
9091 is the port number used by CMF Services Client.
9092 is the port number used by System Event Services Client.
0
# N/A for AACC
0x11
# CEP
CHGSVR
0x2015A
# Supported Events
0
# Stats and Counts (No MIS for AACC)
0
# Appear and Vanish (No LM for AACC)
0
# Agent Available, Login, Logout
0
# per-outstanding-move (N/A for AACC)
0
# seconds added to LM (N/A for AACC)
0
# seconds added to LC (N/A for AACC)
Port SupId SupPass
NotUsed
CallRecordUser:10.0.0.92:AACC:SIP:300:9080:9091:9092
chgsvr
cep_auracc
6.4 dom_groupdata
Proactive Contact needs to be configured with the inbound CDN of AACC to be monitored and
the acquire CDN for acquiring agents in order to handle calls from the outbound job. The
Proactive Contact name for a CDN is Domain. Configured in
opt/avaya/pab/config/dom_group.data this defines an Outbound Only (OB_ONLY) Domain
Group (DG) called MID_WST, an IB (inbound) Domain called 2502, with specific reference to
CDN 2502, and a TEAM (acquire) Domain called 2503 with specific reference to CDN 2503.
Both of these Domains have a Domain Group ID of MID_WST.
*VERSION | 1
########################### Defined Domains Groups #########################
# Domain Group Record Layout - To Create a new domain group copy the template
#
below and replace all field holders with appropriate values.
#
NOTE - All fields that retain their place holder values(TR,TT,etc)
#
will be assumed to be empty.
#
NOTE - Line breaks may happen between any fields but not within a field
#
NOTE - Do not change lower case field holders
#
#
WARNING - Remove the "#" comment field indicator to activate the template
#
# TEMPLATE
# ------------------------------------------------------------------------------
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#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
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1 | TEAM |
6.5 acd_ext.cfg
Edit acd_ext.cfg this contains Communication Manager extension number into which
Proactive Contact Agents, Avaya Aura Contact Center agents and ACD Agents will be
logging in, as show below, extension 3011 in this case:
1:3011
Verification
This section provides the tests that can be performed to verify proper configuration of this lab
configuration.
Page
Port
Service State
0103/001
0103/002
0103/003
0103/004
0103/005
0103/006
0103/007
0103/008
0103/009
0103/010
0103/011
0103/012
0103/013
0103/014
T04930
T04931
T04932
T04933
T04934
T04935
T04936
T04937
T04938
T04939
T04940
T04941
T04942
T04943
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
no
no
no
no
no
no
no
no
no
no
no
no
no
no
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Use the traceSM utility to debug the Session Manager side of the integration. Start the traceSM
utility and then make a call to the Contact Center Route Point.The trace of the successful
Inbound CDN call would look as below; in this case Inbound CDN is 2503.
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moves the agent to take the inbound call via Avaya Aura Contact Center agent
application.
Start
Shutdown
Reset
Set domain group parameters
Get domain group parameters
Get domain parameters
Get domain group transition activity
Get domain group statistics
Delete domain group
Delete domain
Create domain group
Create domain
List running IICB processes
Reset domain group statistics
Start or stop acquiring on a domain group
Exit
Select option 13 and verify the six blend processes are up and running as shown below.
The following IICB processes are still running:
pusqaHP04
17652 pts/0
00:00:00 cbamain
17675 pts/0
00:00:00 cbauser
17690 pts/0
00:00:00 cti
17695 pts/0
00:00:00 chgsvr
17706 ?
00:00:00 acdmon
17708 pts/0
00:00:00 cep_auracc
8. Conclusion
These application notes describe how to integrate Avaya Proactive Contact with Avaya Aura
Contact Centre to achieve Agent Blending. Please refer Section 1.2 for test scenarios verified.
9. Additional References
This section references the product documentation relevant to these Application Notes.
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Application Note for Configuring Avaya Aura Contact Center 6.1 with Avaya Aura
Communication Manager 5.2, Avaya Aura Application Enablement Server 5.2.1 and
Avaya Aura SIP Enablement Services 5.2.1
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