Avaya VoIP Drivers Integration

Insight from InteractionsTM

NICE Perform®

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Revision HistoryIntegration with Avaya VoIP Drivers

Revision Modification Date Description

A1 January 2008 • Updated Step 3 in the procedure Step 1, in H.323 RAS Troubleshooting on page 30.

• Added examples to username parameters in Table 2-1: Sms Switch Connection Parameter Values on page 41.

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Contents

1Avaya H.323 RAS CTI Link Installation 9

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Configuring the Avaya H.323 RAS CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . 12Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Running the Avaya H.323 RAS CTI Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29H.323 RAS Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Push Monitor Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Step 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Step 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

2Avaya Sms CTI Link Installation 35

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Configuring the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Running the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Sms Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Avaya Sms Web Interface Test Application Page . . . . . . . . . . . . . . . . . . . . 53Avaya Sms Monitor Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Index 57

Contents

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

7

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1

Avaya H.323 RAS CTI Link Installation

Contents

Introduction.....................................................................................................................10

Configuring the Avaya H.323 RAS CTI Link .................................................................12

Configuring the Connection Manager ..........................................................................20

Creating the Switch Driver.............................................................................................24

Running the Avaya H.323 RAS CTI Link.......................................................................29

H.323 RAS Troubleshooting ..........................................................................................30Push Monitor Tester ...................................................................................................30

Chapter 1: Avaya H.323 RAS CTI Link Installation


9

Introduction

Introduction When do you need to install an Avaya VoIP driver?

The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment.

The Avaya H.323 RAS driver is a sniffing-based driver using H.323 protocol. Using the Sniffer API, the driver sniffs the gatekeepers/extensions on the network to receive the details of the dynamic mapping between extension numbers and IP addresses.

The Avaya H.323 RAS driver must be installed in Avaya DHCP VoIP environments to enable the NICE System to receive the dynamic mapping of extensions and IP addresses.

Why would you use the Avaya H.323 RAS driver?

• Scenario:

Extension numbers are configured as DHCP, meaning that each time the extension gets connected to the network it could receive a different IP address. The NICE RCM/Channel Server does not know which IP belongs to which extension.

• Solution:

IP phones such as 4606 Avaya IP phones are preset to send a Keep Alive signal to the Gate Keeper each quantum of time. In these cases, we place a network RAS sniffer and catch the Keep Alive messages.

• Scenario:

IP phones such as the 4610SW Avaya IP phones are set to send a Keep Alive signal to the Gate Keeper only on restart. If the RAS sniffer was down at that exact time, or if for any reason the RAS sniffer missed the first Keep Alive signal, you cannot retrieve the mapping information of which IP address belong to which extension number.

• Solution:

The H.323 RAS offers 2 possible ways to solve this problem:

• The H.323 RAS sends an SNMP (Simple Network Management Protocol) identification request to each of the configured IP addresses.

-or-

• The H.323 RAS sends a PUSH identification request to each of the configured IP addresses.

Before you install the Avaya H.323 RAS CTI link, confirm/check the following:

• For RAS: All traffic that goes from the IP phones to the Connection Manager (registration requests) must be in the H.323 RAS driver span.

• For SNMP: Configuration of the Avaya SNMP Connectivity.

• For Push: The Push Monitor is configured and works correctly. You can do this using the Push Monitor Tester (see Push Monitor Tester on page 30).

10 Chapter 1: Avaya H.323 RAS CTI Link Installation


Introduction

Configuring the Avaya H.323 CTI link is divided into the following procedures:

• Configuring the Avaya H.323 RAS CTI Link on page 12

• Configuring the Connection Manager on page 20

• Creating the Switch Driver on page 24

• Running the Avaya H.323 RAS CTI Link on page 29



Configuring the Avaya H.323 RAS CTI Link


To configure the Avaya H.323 RAS CTI link:

1. Log in to NICE Perform Application Suite.

The NICE Perform Application window appears.

2. In the navigation bar, click Accessories and choose System Administrator.

System Administrator appears.Figure 1-1 System Administrator

3. Set the System Administrator to Technician Mode:

a. In the Organization Tree, select the Organization branch.Figure 1-2 System Administrator - 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 1-3 CTI Interfaces

5. From the Actions menu, choose New CTI Interface.Figure 1-4 Actions Menu

The Set New CTI Interface Wizard starts.




Figure 1-5 Introduction Window

6. Click Next.

The General Interface Information window appears.Figure 1-6 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 SNMP / Push.




c. Click Apply.

The Name and Physical Switch fields become enabled.

d. In the Name field, type a name for the interface (Example: H323RAS).

8. Click Next.

The Switch Connection and Additional Information window appears.Figure 1-7 Switch Connection and Additional Information Window

9. Click the Expand arrow to expand the Switch Connection Details row.

10. To configure and define the H.323 RAS switch connection parameters, choose 1 out of 3 methods. Using these methods, you define specific switch connection parameter values so you can access the map (the extension number) from the IP address of the VOIP extension.

The 3 methods are specified in Table 1-1 on page 16 and are:

• RAS Sniffing - The VoIP extension signalling (H.323) should go through the RAS driver span.

• PushAPI - The RAS driver should be defined as a trusted push server in the Avaya TFTP server.

• SNMPAPI - The SNMPCommunity is configured in the TFTP file.




Table 1-1: H.323 RAS Switch Connection Parameter Values

a. To change the default values, double-click the row of the relevant parameter.

The Switch Connection Parameter window for that parameter appears.Figure 1-8 Switch Connection Parameter Window

b. Enter a value for that parameter in the Value field.

c. Click OK.

The Switch Connection Parameter window closes.

11. In the Switch Connection and Additional Information window, click Next.

Parameter Name Comment

Value to Define for

RAS Sniffing Method

Value to Define for PushAPI Method

Value to Define for SNMPAPIMethod

UseAvayaPushAPI Defines whether the Avaya Push API is supported.

No Yes No

AvayaPushAPIPort Port used by the web server in Avaya PUSH API.

62110 62110 62110

UseAvayaSNMPAPI Defines whether Avaya SNMP API is supported.

No No Yes

SNMPCommunity Note:H.323 Software Release 2.7 for the 4610SW, 4620SW, 4621SW and 4622SW IP telephones does not support a default value for the SNMP community string, so the community string in the Avaya 46xx setting configuration file must match the NICE configuration.To view updates of the Avaya IP Phone firmware list, logon to the Avaya site.

public public public




The Switch Devices Configuration window appears.Figure 1-9 Switch Devices Configuration Window

12. If you use RAS Sniffing, click the expand arrow to expand Interception IP Range (Gate Keeper).

If you do not use RAS Sniffing, go to Step 14.Figure 1-10 Switch Devices Configuration Window - Interception IP Range

13. To configure the Interception IP Range, click Add.




The Gate Keeper window appears.Figure 1-11 Gate Keeper Window

a. Type an IP value.

b. Define a Port value.

c. Click OK.

Repeat Step 13 to define more than one range.

14. Click the expand arrow to expand Ranges of IP Devices Addresses.

15. To configure the IP addresses of the VoIP extension:

a. Click Add IP to add a single IP address.

The Device IP Range window appears.Figure 1-12 Device IP Range - Single IP Address

• Type an IP value, and click OK.

b. Click Add Range to add a range of IP addresses.

The Device IP Range window appears.Figure 1-13 Device IP Range - IP Range

• Type an IP Range value, and click OK.

The Switch Devices Configuration window reappears.




Figure 1-14 Switch Devices Configuration Window

16. Click Next.

The Summary window appears.

17. Click Finish to create the CTI Interface.

The System Administrator page reappears.

Confirm the H.323 RAS CTI link appears in the list of CTI Interfaces.Figure 1-15 System Administrator Window



Configuring the Connection Manager

Configuring the Connection ManagerAfter configuring the CTI Interface, you must configure the Connection Manager to the H.323 RAS CTI link you created in the CTI Interface.

To configure the Connection Manager:

1. In the Organization tree, under Master Site > CTI Integrations, choose Connection Managers.

Figure 1-16 Connection Managers

2. From the Actions menu, choose New Connection Manager.Figure 1-17 Actions Menu

The Set New Connection Manager Wizard starts.





3. Click Next.

The General Information window appears.Figure 1-19 General Information Window

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

5. In the ID field, enter an ID number for the Connection Manager.




6. In the Location area, select either the IP Address or the Host Name of the computer on which the Connection Manager is located and add a relevant value.

It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters.

7. Click Next.

The Connection Manager Switches window appears.Figure 1-20 Connection Manager Switches Window

All available CTI Interfaces are listed in the Available Interfaces area.

8. Choose the H.323 interface you want to attach and click the arrow to transfer the interface to the Attached Interfaces area.

It is recommended to accept the existing Interface Parameters defaults.

9. Click Next.

The Summary window appears and displays the Connection Manager name and ID.




Figure 1-21 Summary Window

10. Click Finish to create the Connection Manager.

The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers.

11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.

All available CTI Interfaces are listed in the Available Interfaces area.Figure 1-22 Connection Managers - Attach Interfaces

The Interface you attached in Step 8 appears in the Attached Interfaces area.



Creating the Switch Driver

Creating the Switch DriverAfter configuring the Connection Manager, you create the switch driver and connect it to the Connection Manager.

To create the switch driver:

1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers.

Figure 1-23 Drivers

2. From the Actions menu, choose New Driver.Figure 1-24 Actions Menu

The Set New Driver Wizard starts.





3. Click Next.


4. In the Name field, type the name you want to give to the switch driver.

5. In the ID field, enter the ID number you want to give to the switch driver.





It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters.

7. Click Next.

The Attach Connection Manager and Switches window appears.Figure 1-27 Attach Connection Manager and Switches Window

8. Mark both the Connection Manager and H.323 RAS checkboxes.

9. Click Next.

The Summary window appears and displays the Driver name and ID.





10. Click Finish to create the New Driver.

The System Administrator page reappears and the new Driver appears in the list of Drivers.

11. To view the new Driver you have just created, select the new Driver and click the Interfaces tab.

The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area.Figure 1-29 Viewing Drivers in the Attach CTI Interfaces Area

12. To confirm the driver interface configuration:

a. In the Organization tree, click CTI Integrations.

The CTI Integrations details appear in the right pane.

b. Select the Diagram tab.

If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the Avaya H.323 RAS is on the right side of the diagram.




Figure 1-30 Confirm Driver Interface Configuration

NOTE: For details on how to configure the CTI link, refer to one of the following manuals:• NICE Perform Release 3 Integration with Avaya TSAPI.

• NICE Perform Release 3 Integration with Avaya CVLAN.

Driver Connection Manager H.323 RAS CTI link

TSAPI / CVLAN CTI link



Running the Avaya H.323 RAS CTI Link

Running the Avaya H.323 RAS CTI LinkAfter creating the switch Driver, you run the Avaya H.323 RAS CTI link.

To run the Avaya H.323 RAS CTI link:

1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS.Figure 1-31 Run NiceCLS

NiceCLS window appears.

2. Double-click Nice Integration Dispatch Service to run the Avaya H.323 RAS CTI link.Figure 1-32 NICE Integration Dispatch Service



H.323 RAS Troubleshooting

H.323 RAS TroubleshootingPush Monitor Tester

Before you run the Avaya H.323 RAS CTI link, you will need to confirm that the Push Monitor is configured and works correctly.

To do this, you will need to perform the following four (4) tests:

Step 1: Configure the RAS Driver as a trusted Push server under the Avaya TFTP server.

Step 2: Configure the RAS Driver IP address.

Step 3: Activate the WinSockServer.exe application to listen to the phone identification request.

Step 4: Check that Avaya Push mechanism works.

After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).

NOTE: Perform this test only in the event that you are running in Push mode.




Step 1

In order to work with the H.323 RAS Push Monitor function, follow the next procedure:

To configure the RAS Driver as a trusted Push server:

1. The IP phone loads it settings from the TFTP server. To ensure sure the phone is configured to read from the correct TFTP server, press Mute, addr and #.

2. Press # till you get to the FileSV section and type the TFTP server IP.

3. Go to the TFTP server and add the next two rows to the existing 46xxsettings.txt file:

• SET TPSLIST xxx.xxx.xxx.xxx

-or-

SET TPSLIST xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and above)

(Where xxx.xxx.xxx.xxx is the IP address of the web server. In this case, the CLS IP.)

• SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx

-or-

SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and above)

(Where xxx.xxx.xxx.xxx is the IP of the Integration machine. In this case, the CLS IP.)

4. Restart the phone.

Step 2

To configure the RAS Driver IP address:

1. Confirm that IIS is installed on the RAS Driver.

2. Put the attached ResponseAddress.xml file under C:\Inetpub\wwwroot.

3. Open the file and set the next line with the IP address of the RAS Driver: <Url href="http://xxx.xxx.xxx.xxx:62110"/>.

NOTE: Where port was configured in the AvayaPushAPIPort configuration on page 15 in Step 10 in Configuring the Avaya H.323 RAS CTI Link.

NOTE: There is a limited number of trusted push servers that are registered in the TFTP server.




Step 3

Using the WinSockServer.exe application, listen to the phone identification request.

The WinSockServer.exe application can be activated in one of two 2 methods, the default method and the configured method.

Default method:

• Double-click on the WinSockServer.exe.

The server tool will listen by default on port 62110.

Configured method:

1. Open the command line:

a. Click Start > Run.

b. Type cmd and press Enter.

2. Type the WinSockServer.exe port Number.

3. Press Enter.

The following message appears: Waiting for a client to connect...

Figure 1-33 Avaya Push Tester - WinSockServer.exe

NOTE: The port number should be identical to the port number that appears in the ResponseAddress.xml file in Step 2.




Step 4

To check that the Avaya Push mechanism works, use the attached Avaya web tool.

To check that the Avaya Push mechanism works:

1. Using internet explorer, double-click to open the interface of the Avaya web tool, the pushdemo.html file.Figure 1-34 Avaya Web Push Test

2. In the Send A Message To (IP Address of the Telephone) area, enter the IP address of the IP phone.

3. In the Type of Message area, select subscribe.

4. In the Enter the location of the XML files (TPS) area, enter the IP address of the RAS Driver.

5. In the Method area, select get.

6. Click Submit.

The following message appears: Push Status: 200 Push Message Accepted.




Figure 1-35 Avaya Web Push Test - Push Status

In the WinSockServer.exe window that you opened in Step 3, the following identification message appears:Figure 1-36 Avaya Web Push Test - Message in WinSockServer.exe Window

After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see page 11).



2

Avaya Sms CTI Link Installation

Contents

Introduction.....................................................................................................................36

Configuring the Avaya Sms CTI Link............................................................................37

Configuring the Connection Manager ..........................................................................43

Creating the Switch Driver.............................................................................................47

Running the Avaya Sms CTI Link .................................................................................52

Sms Troubleshooting.....................................................................................................53

Chapter 2: Avaya Sms CTI Link Installation


35

Introduction

Introduction When do you need to install an Avaya VoIP driver?

The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or CVLAN) in order to receive critical information, which is required when recording in a Passive VoIP environment.

The Avaya Sms CTI link is an integrated component in the NICE Perform System.

Before you install the Avaya Sms CTI Link, confirm the following:

• All NICE Perform System components should be installed and configured correctly (NICE Web Applications, NICE Interaction Center and NICE Integrations).

• Avaya Sms should be installed and configured correctly on the AES server.

Installing the Avaya Sms CTI link is divided into the following procedures:

• Configuring the Avaya Sms CTI Link on page 37

• Configuring the Connection Manager on page 43

• Creating the Switch Driver on page 47

• Running the Avaya Sms CTI Link on page 52

36 Chapter 2: Avaya Sms CTI Link Installation


Configuring the Avaya Sms CTI Link


To configure the Avaya Sms CTI Link:

1. Log in to NICE Perform Application Suite.

The NICE Perform Application window appears.

2. In the navigation bar, click Accessories and choose System Administrator.

System Administrator appears.Figure 2-1 System Administrator

3. Set the System Administrator to Technician Mode:

a. In the Organization Tree, select the Organization branch.Figure 2-2 System Administrator - 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 2-3 CTI Interfaces

5. From the Actions menu, choose New CTI Interface.Figure 2-4 Actions Menu

The Set New CTI Interface Wizard starts.





6. Click Next.

The General Interface Information window appears.Figure 2-6 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 AES SMS.




c. Click Apply.

d. In the Name field, type a name for the interface (Example: AvayaSms).

8. Click Next.

The Switch Connection and Additional Information window appears.Figure 2-7 Switch Connection and Additional Information Window

9. Click the Expand arrow to expand the Switch Connection Details row.

10. To configure the Avaya Sms switch connection parameters, refer to the following table:




Table 2-1: Sms Switch Connection Parameter Values

a. To change the default values, double-click the row of the relevant parameter.

The Switch Connection Parameter window for this parameter appears.Figure 2-8 Switch Connection Parameter Window

b. Enter a value for this parameter in the Value field.

c. Click OK.

The Switch Connection Parameter window closes.

11. In the Switch Connection and Additional Information window, click Next.

The Switch Devices Configuration window appears.

Parameter Name Description

SmsHostIpAddress Defines the IP address of the Sms machine.

SmsSessionMode There is only one value currently: BASIC_AUTHORIZATION

SmsRequestTimeoutInSec Defines the timeout for Sms web service requests.

Username Defines the username for the Connection Manager.

• An example for ACM 3.x, where the default port is 5023 unsecured: mylogin@cmserveraddr

• An example for ACM 4.x, where the default port is 5022 secured: mylogin@cmserveraddr:port

Password Defines the password for the CM.




Figure 2-9 Switch Devices Configuration Window

12. Click the expand arrow to expand Range of IP Devices Addresses.

13. To configure the IP/IP Range:

a. Click Add IP, type an IP value, and click OK.

b. Click Add Range, type an IP Range value, and click OK.

The Switch Devices Configuration window reappears.

14. Click Next.

The Summary window appears.

15. Click Finish to create the CTI Interface.

The System Administrator page reappears.

Confirm the AvayaSms CTI link appears in the list of CTI Interfaces.Figure 2-10 System Administrator Window




Configuring the Connection Manager After configuring the CTI Interface, you must configure the Connection Manager to the AvayaSms CTI link you created in the CTI Interface.

To configure the Connection Manager:

1. In the Organization tree, under Master Site > CTI Integrations, click and expand Connection Managers.Figure 2-11 Connection Managers

2. From the Actions menu, choose New Connection Manager.Figure 2-12 Actions Menu

The Set New Connection Manager Wizard starts.





3. Click Next.


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

5. In the ID field, enter an ID number for the Connection Manager.





It is recommended to accept the existing defaults for the Connection Manager Reporting Levels and Additional Parameters.

7. Click Next.

The Connection Manager Switches window appears.Figure 2-15 Connection Manager Switches Window

All available CTI Interfaces are listed in the Available Interfaces area.

8. Choose the interface you want to attach and click the arrow to transfer the interface to the Attached Interfaces area.

It is recommended to accept the existing Interface Parameters defaults.

9. Click Next.

The Summary window appears and displays the Connection Manager name and ID.





10. Click Finish to create the Connection Manager.

The System Administrator page reappears and the new Connection Manager appears in the list of Connection Managers.

11. To view the new Connection Manager you have just created, select the new Connection Manager and click the Interfaces tab.

All available CTI Interfaces are listed in the Available Interfaces area.Figure 2-17 Connection Managers - Attach Interfaces

The Interface you attached in Step 8 appears in the Attached Interfaces area.




Creating the Switch DriverAfter configuring the Connection Manager, you create the switch driver and connect it to the Connection Manager.

To create the switch driver:

1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers.

Figure 2-18 Drivers

2. From the Actions menu, choose New Driver.Figure 2-19 Actions Menu

The Set New Driver Wizard starts.





3. Click Next.


4. In the Name field, type the name you want to give to the switch driver.

5. In the ID field, enter the ID number you want to give to the switch driver.





It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level, Additional Driver Parameters and CtiAnalysis Parameters.

7. Click Next.

The Attach Connection Manager and Switches window appears.Figure 2-22 Attach Connection Manager and Switches Window

8. Mark both the Connection Manager and the interface checkboxes.

9. Click Next.

The Summary window appears and displays the Driver name and ID.





10. Click Finish to create the New Driver.

The System Administrator page reappears and the new Driver appears in the list of Drivers.

11. To view the new Driver you have just created, select the new Driver and click the Interfaces tab.

The Driver Interface and the Connection Manager you configured in Step 8 appear in the Attach CTI Interfaces area.Figure 2-24 Viewing Drivers in the Attach CTI Interfaces Area

12. To confirm the driver interface configuration:

a. In the Organization tree, click CTI Integrations.

The CTI Integrations details appear in the right pane.

b. Select the Diagram tab.

If you configured the drivers correctly, the Driver is displayed on the left, the Connection Manager in the middle and the AvayaSms on the right side of the diagram.




Figure 2-25 Confirm Driver Interface Configuration

NOTE: For details on how to configure the CTI link, refer to one of the following manuals:• NICE Perform Release 3 Integration with Avaya TSAPI.

• NICE Perform Release 3 Integration with Avaya CVLAN.

Driver Connection Manager AvayaSms CTI link

TSAPI / CVLAN CTI link



Running the Avaya Sms CTI Link

Running the Avaya Sms CTI LinkAfter creating the switch Driver, you run the Avaya Sms CTI link.

To run the Avaya Sms CTI link:

1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS.Figure 2-26 Run NiceCLS

NiceCLS window appears.

2. Double-click Nice Integration Dispatch Service to run the Avaya Sms CTI link.Figure 2-27 Nice Integration Dispatch Service



Sms Troubleshooting

Sms Troubleshooting If Avaya Sms CTI link does not function correctly, check the following:

• The local host is connected to the network and that you can reach the Sms host.

• Avaya Sms is installed and configured correctly.

To confirm Avaya Sms is installed and configured correctly, use the following tests:

• Avaya Sms Web Interface Test Application Page

• Avaya Sms Monitor Test

Avaya Sms Web Interface Test Application Page

In order to test interactions with the System Management Service, use Avaya Sms web interface test page.

To access the Avaya Sms web interface test page:

1. Go to http://<smshost>/sms/sms_test.php. The .php web page opens.

Figure 2-28 Avaya Sms Web Interface Test Page

NOTE: If the web page does not display, this may be a problem with the Sms configuration.If you get an error message, follow the instructions.



Sms Troubleshooting

2. Complete the relevant information using the following guidelines:

• OSSI Login ID: Type the username for the Connection Manager.

• Password: Type the password for the Connection Manager.

• Model: Type Station.

• Operation: Type List.

• Objectname: Leave this field blank.

• Qualifier: Type count 5.

• Fields: Type *.

3. Click .



Sms Troubleshooting

Avaya Sms Monitor Test

Another tool that can be used to test interactions with the System Management Service is the Avaya Sms Monitor.

The main difference between the Avaya Sms Monitor testing tool and the Avaya Sms Web Interface Test Application Page, is the Avaya Sms web interface only tests Avaya Sms functionality but the Avaya Sms Monitor also tests the smsHandler.

The smsHandler is the connector between the System Management Service and the Avaya Sms CTI link.

The Avaya Sms Monitor is located under NICECTI\Integration\AvayaSmsCTILink.

Before running the Avaya Sms Monitor application:

Ensure that the InitApplication.xml file and the Commands.xml file are located in the Config folder in the application folder.

The InitApplication.xml file should include:

• Sms Connection parameters which consist of the following:

• Timeout: The timeout for Sms web service requests.

• Url: http://<smsHostIpAddress>/sms/SystemManagementService.php

• Mode: BASIC_AUTHORIZATION

• Username - Username for the Connection Manager (Example: mylogin@cmserveraddr).

• Password - Password for the Connection Manager.

• Load and results parameters which consist of the following:

• Sms Commands file name (optional).

• Log fie name and whether to write to this file (optional).

• Results file name and whether to write to this file (optional).

The Commands.xml file should include the commands you want to load into the system.Figure 2-29 Commands.xml File Window



Sms Troubleshooting

After running the Avaya Sms Monitor application you can:

• Load new configured commands .

• Run the configured command either one by one or in a series .

• Run the currently displayed command .

• Enter a command manually.

• Choose to write to the Log file or to the Results file .Figure 2-30 Sms Monitor - Commands Window



Index
A
Avaya H.323 RAS CTI link installation 9Avaya Sms CTI link installation 35

Cconfiguring the H.323 CTI link 12configuring the Sms CTI link 37connection manager

H.323 configuration 20H.323 configuration wizard 20Sms configuration 43Sms configuration wizard 43

HH.323 installation

configuring the connection manager 20configuring the CTI link 12creating the switch driver 24introduction 10parameter values 16procedures 11running the CTI link 29troubleshooting 30

H.323 procedures 11H.323 switch driver 24

configuration wizard 24

Rrunning the H.323 RAS CTI link 29running the SMS CTI link 52

SSMS installation

creating the switch driver 47introduction 36parameter values 41procedures 36running the CTI link 52troubleshooting 53

Sms installationconfiguring the connection manager 43configuring the CTI link 37

SMS procedures 36SMS switch driver 47

SMS driver configuration 47

Ttroubleshooting

AvayaSms monitor test 55AvayaSms web interface test application

page 53push monitor tester 30

troubleshooting H.323 RAS 30troubleshooting SMS 53

Index


57

Documents

Avaya VoIP Drivers Integration