IP Agent Configuration in CM

Avaya Solution & Interoperability Test Lab

Application Notes for Configuring Avaya IP Agent with an Avaya Intelligent Branch Solution Issue 1.0AbstractThese Application Notes describe the administrative steps required to configure Avaya IP Agent to interoperate with an Avaya Intelligent Branch Solution consisting of Avaya Communication Manager, Avaya SIP Enablement Services (SES), and Avaya Distributed Office. An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised of products from Avaya and key strategic partners. These solutions are centered at the store front office to deliver lower costs, and improved service levels and worker productivity at the edge, while leveraging applications and resources from other store locations and core headquarters. Avaya IP Agent will be configured in telecommuter mode. In telecommuter mode, Avaya IP Agent registers to Avaya Communication Manager in a core, or headquarters, location for call control, and the talkpath is established on a local telephone in the branch location. Presence is available using a centralized Avaya SES home server in the headquarters.

STH; Reviewed: SPOC 4/4/2008

Solution & Interoperability Test Lab Application Notes 2008 Avaya Inc. All Rights Reserved.

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1. IntroductionThese Application Notes describe the administrative steps required to configure Avaya IP Agent to interoperate with an Avaya Intelligent Branch Solution consisting of Avaya Communication Manager, Avaya SIP Enablement Services (SES), and Avaya Distributed Office. An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised of products from Avaya and key strategic partners. These solutions are centered at the store front office to deliver lower costs, and improved service levels and worker productivity at the edge, while leveraging applications and resources from other store locations and core headquarters. Avaya IP Agent will be configured in telecommuter mode. In telecommuter mode, Avaya IP Agent registers to Avaya Communication Manager in a core, or headquarters for call control, and the talkpath is established on a local telephone in the branch location. Presence is available using a centralized Avaya SES home server in the headquarters.

1.1. Intelligent Branch SolutionAvaya Distributed Office delivers rich communication, collaboration and mobility capabilities to branch offices. This centrally managed, SIP-based communications platform easily scales to meet the needs of large enterprises with distributed sites. The Avaya SES Edge, in the Headquarters, provides SIP signaling between Avaya Distributed Office branches, as well as the Headquarters location of an enterprise. Typically, as in the sample configuration illustrated in Figure 1, the Avaya SES Edge server is located in a Headquarters location along with an Avaya SES Home server and Avaya S8700 Series servers running Avaya Communication Manager. Inter-location call routing between Avaya Distributed Office (Branch Stores A and B) and Avaya SES Home (Headquarters) is achieved by using unique numeric prefixes for each location and the user extension (prefix + extension). The Avaya SES Home (Headquarters) server manages SIP requests for the assigned domain (retail.com) and forwards any requests pertaining to other locations (or domains) based on assigned prefix to the Avaya SES Edge server. The Avaya SES Edge server manages SIP requests from all locations/domains, forwarding requests received from Avaya SES Home servers and Avaya Distributed Office. .



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1.2. Network ConfigurationFigure 1 illustrates the Headquarters and Branch Store configuration used to verify these Application Notes. The Headquarters Location consists of Avaya S8710 Servers controlling a G650 Media Gateway. Branch A and B are Distributed Office i120 locations utilizing AM110 Application Modules. Avaya Distributed Office Central Manager (DOCM), which provides remote administration of each branch in the configuration, is located in the Headquarters. The Headquarters has access to a simulated PSTN network for incoming customer calls. A simple skill enabled hunt group will route incoming customer calls to branch sites appropriately.

Figure 1: Network Configuration Avaya Intelligent Branch Solution



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2. Equipment and Software ValidatedThe following equipment and software were used for the sample configuration provided: Equipment Avaya S8710 Servers G650 Media Gateway Avaya TN2312BP IPSI Avaya TN799DP C-LAN Avaya TN2302AP MEDPRO Avaya SIP Enablement Services Home Server Edge Server Avaya S8300C Server Avaya G350 Media Gateway Software Avaya Communication Manager 5.0 R015x.00.0.825.4 HW 10 FW042 HW 01 FW026 HW 02 FW030 R 5.0 SES-5.0.0.0-825.31 SES-5.0.0.0-825.31 Communication Manager 5.0 R015x.00.0.825.4 Avaya SIP Enablement Services SES-5.0.0.0-825.31 Avaya Distributed Office i120-Analog Platform AM110 Application Module Avaya Distributed Office Central Manager Dell PowerEdge 850 Server Avaya 9620 one-X Desktop Telephone Avaya 4621 IP Telephone Avaya IP Agent 27.12.0 1.1.0_33.02-SP-1.0.0 4.0.124.3098 Microsoft Windows Server 2003 SP1 R1.5 R2.8 R7.0

Table 1: Equipment and Software Version

3. Assumptions and LimitationsIt is assumed that Avaya Communication Manager, Avaya SES, and Avaya Distributed Office systems are configured to work in an Intelligent Branch solution. See [1], [2], [3], and [4] for more details. It is also assumed that Avaya IP Agent has been installed on a PC in each branch of the configuration, with contacts available for use with instant messaging. See [5] for more details.



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4. Configure Avaya Communication ManagerThis section provides the procedures for configuring a skill-enabled hunt group on Avaya Communication Manager in the Headquarters. The Avaya System Access Terminal (SAT) is used to issue the commands.

4.1. System ParametersFor unlicensed features, contact an authorized Avaya account representative to obtain the licenses. Step 1. Description On Page 6 of the system parameters customer-options form, verify that the following Call Center Elite features are set to y.display system-parameters customer-options CALL CENTER OPTIONAL FEATURES Call Center Release: 5.0 ACD? BCMS (Basic)? BCMS/VuStats Service Level? BSR Local Treatment for IP & ISDN? Business Advocate? Call Work Codes? DTMF Feedback Signals For VRU? Dynamic Advocate? Expert Agent Selection (EAS)? EAS-PHD? Forced ACD Calls? y n n n n n n n y n n Reason Codes? Service Level Maximizer? Service Observing (Basic)? Service Observing (Remote/By FAC)? Service Observing (VDNs)? Timed ACW? Vectoring (Basic)? Vectoring (Prompting)? Vectoring (G3V4 Enhanced)? Vectoring (3.0 Enhanced)? Vectoring (ANI/II-Digits Routing)? Vectoring (G3V4 Advanced Routing)? Vectoring (CINFO)? Vectoring (Best Service Routing)? Vectoring (Holidays)? Vectoring (Variables)? to effect the permission changes.) n n n n n n y y y y y y y n n n Page 6 of 11

Lookahead Interflow (LAI)? n Multiple Call Handling (On Request)? n Multiple Call Handling (Forced)? n PASTE (Display PBX Data on Phone)? n (NOTE: You must logoff & login



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Step Description 2. On Page 10 of the system parameters customer-options form, verify that there are sufficient IP_Agent and IP_Phone licenses.display system-parameters customer-options MAXIMUM IP REGISTRATIONS BY PRODUCT ID Product ID AgentSC IP_API_A IP_API_B IP_API_C IP_Agent IP_IR_A IP_Phone IP_ROMax IP_Soft IP_eCons Rel. : : : : : : : : : : Limit 0 2400 2400 2400 2400 2400 12000 12000 2400 20 Used 0 2 0 0 0 0 22 0 0 0 Page 10 of 11

3.

Enter the change system-parameters features command. Navigate to Page 11 and verify that Expert Agent Selection (EAS) Enabled is set to y.display system-parameters features FEATURE-RELATED SYSTEM PARAMETERS CALL CENTER SYSTEM PARAMETERS EAS Expert Agent Selection (EAS) Enabled? y Minimum Agent-LoginID Password Length: Direct Agent Announcement Extension: Message Waiting Lamp Indicates Status For: station VECTORING Converse First Data Delay: Converse Signaling Tone (msec): Prompting Timeout (secs): Interflow-qpos EWT Threshold: Reverse Star/Pound Digit For Collect Step? Available Agent Adjustments for BSR? BSR Tie Strategy: Store VDN Name in Station's Local Call Log? SERVICE OBSERVING Service Observing: Warning Tone? Service Observing Allowed with Exclusion? Allow Two Observers in Same Call? 0 Second Data Delay: 2 100 Pause (msec): 70 10 2 n n 1st-found n y n y or Conference Tone? n Page 11 of 17

Delay:



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Step Description 4. On Page 12, verify that BCMS/VuStats LoginIDs is set to y.display system-parameters features FEATURE-RELATED SYSTEM PARAMETERS AGENT AND CALL SELECTION MIA Across Splits or Skills? ACW Agents Considered Idle? Call Selection Measurement: Service Level Supervisor Call Selection Override? Auto Reserve Agents: CALL MANAGEMENT SYSTEM REPORTING ADJUNCT RELEASE CMS (appl mis): IQ (appl ccr): BCMS/VuStats LoginIDs? BCMS/VuStats Measurement Interval: BCMS/VuStats Abandon Call Timer (seconds): Validate BCMS/VuStats Login IDs? Clear VuStats Shift Data: Remove Inactive BCMS/VuStats Agents? y hour n on-login n Page 12 of 17

n y current-wait-time n none



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4.2. Feature Access CodesThis section describes the steps for configuring Feature Access Codes (FACs) for Automatic Call Distribution (ACD). Step 1. Description Enter the change feature-access-codes command. Navigate to Page 5, and enter FACs that are valid under the provisioned dial plan for the following bolded fields.change feature-access-codes FEATURE ACCESS CODE (FAC) Automatic Call Distribution Features After Call Work Assist Auto-In Aux Work Login Logout Manual-in Service Observing Listen Only Service Observing Listen/Talk Service Observing No Talk Add Agent Skill Remove Agent Skill Remote Logout of Agent Access Access Access Access Access Access Access Access Access Access Access Access Access Code: Code: Code: Code: Code: Code: Code: Code: Code: Code: Code: Code: Code: Page 5 of 9

017 019 015 016 018



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4.3. Administer SkillsThis section describes the configuration steps for creating a skill-enabled hunt group. Step 1. Description Enter the add hunt group X command., where X is a valid unused hunt group number. Enter a descriptive name for Group Name. Enter an unused valid extension for Group Extension. Enter ucd-mia for Group Type. This allows ACD calls to route to the most idle agent based on when the agent finished the most recent call. Set ACD, Queue, and Vector to y.add hunt-group 100 HUNT GROUP Group Number: Group Name: Group Extension: Group Type: TN: COR: Security Code: ISDN/SIP Caller Display: 100 Branch Queue 222-2222 ucd-mia 1 1 ACD? y Queue? y Vector? y MM Early Answer? n Local Agent Preference? n Page 1 of 61

Queue Limit: unlimited Calls Warning Threshold: Port: Time Warning Threshold: Port:

2.

On Page 2, set Skill to y.add hunt-group 100 HUNT GROUP Skill? y AAS? n Measured: none Supervisor Extension: Controlling Adjunct: none Expected Call Handling Time (sec): 180 Service Objective (sec): 20 Service Level Supervisor? n Page 2 of 3

Timed ACW Interval (sec): Multiple Call Handling: none

Dynamic Queue Position? n

Redirect on No Answer (rings): Redirect to VDN: Forced Entry of Stroke Counts or Call Work Codes? n



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4.4. Administer AgentsThis section describes the configuration steps for creating skill based agents. Step 1. Description Enter the add agent-loginID X command., where X is a valid unused extension. Enter a descriptive agent name for Name. Enter and re-enter the agent password in the Password and Password (enter again) fields, respectively.add agent-loginID 2222400 AGENT LOGINID Login ID: Name: TN: COR: Coverage Path: Security Code: 222-2400 Agent1 1 1 AAS? AUDIX? LWC Reception: LWC Log External Calls? AUDIX Name for Messaging: n n spe n n XXXX XXXX station system system system system system : Page 1 of 2

LoginID for ISDN/SIP Display? Password: Password (enter again): Auto Answer: MIA Across Skills: ACW Agent Considered Idle: Aux Work Reason Code Type: Logout Reason Code Type: Maximum time agent in ACW before logout (sec): Forced Agent Logout Time: WARNING: Agent must log in again before changes take effect

2.

On Page 2, assign the hunt group administered in Section 4.3 for SN. Set skill level (SL) to 1, which is the highest priority.add agent-loginID 2222400 AGENT LOGINID Direct Agent Skill: Call Handling Preference: skill-level SN 1: 100 2: 3: RL SL 1 SN 16: 17: 18: RL SL SN 31: 32: 33: Service Objective? n Local Call Preference? n RL SL SN 46: 47: 48: RL SL Page 2 of 2

3.

Repeat Steps 1 and 2 to create additional agent login IDs as needed.



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4.5. Station AdministrationThis section describes the steps for configuring Avaya IP Agent enabled contact center agent telephones. Step 1. Description To create a new station, with Avaya IP Agent capabilities, enter the add station X command where X is an unused station number. Set IP Softphone to y to indicate that this extension is either a PC-based multifunction station or part of a telecommuter complex with a call-back audio connection. Enter a phone type (4621 was used here) in the Type field, and give a descriptive name for the station in the Name field. The Port field will default to IP, as this is an Avaya IP telephone. Enter an appropriate Security Code.add station 222-0500 STATION Extension: Type: Port: Name: 222-0500 4621 IP Agent1 Lock Messages? I Security Code: XXXX Coverage Path 1: Coverage Path 2: Hunt-to Station: Time of Day Lock Table: Personalized Ringing Pattern: Message Lamp Ext: Mute Button Enabled? Expansion Module? BCC: TN: COR: COS: 0 1 1 1 Page 1 of 5

STATION OPTIONS Loss Group: 19 Speakerphone: Display Language: Survivable GK Node Name: Survivable COR: Survivable Trunk Dest? 2-way english internal y 1 222-0500 y n

Media Complex Ext: IP SoftPhone? y IP Video Softphone? n Customizable Labels? y



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Step 2.

Description On Page 4 , add the following BUTTON ASSIGNMENTS to the station. The three callappr buttons are added by default. The aux-work, auto-in, manual-in, and release buttons are added for basic ACD functionality.add station 222-0500 STATION SITE DATA Room: Jack: Cable: Floor: Building: ABBREVIATED DIALING List1: List2: Headset? Speaker? Mounting: Cord Length: Set Color: List3: n n d 0 Page 4 of 5

BUTTON ASSIGNMENTS 1: call-appr 2: call-appr 3: call-appr 4: aux-work RC:

Grp:

5: auto-in 6: manual-in 7: release 8:

Grp: Grp:

3.

Repeat Steps 1-2 to create additional stations as needed.



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5. Configure Avaya SIP Enablement ServicesThis section provides the procedures for configuring IP Agent users on Avaya SIP Enablement Services server to provide presence and availability information to others.

5.1. Add UsersThe first step in providing presence and availability for IP Agent users is accomplished by adding a new user in Avaya SES. Avaya SES Administration for adding users is performed on the SES Edge server. That information is then pushed to the SES Home when changes are submitted. These steps should be repeated to create new users for all Avaya IP Agents in all branches. Step 1. Description Avaya SIP Enablement Services is configured using a web browser. Set the URL of the browser to http://IP-address/admin, where IP-address is the IP address of the Avaya SES edge server. Enter the login, followed by the password when prompted.



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Step 2.

Description The main administration screen will be displayed after logging in. Click on Launch Administration Web Interface.

3.

From the left pane of the Administration web interface, expand the Users option and select Add. This displays the Add User screen. Fill in the required fields, which are indicated by an * next to the field. Enter a descriptive value in the Primary Handle field. The Host field should be set to the IP address or Host Name of the Avaya SIP Enablement Services Home server. Click the Add button when complete.



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6. Configure Avaya IP AgentEach Avaya IP Agent in the Intelligent Branch solution must be administered for call control, voice communications, and presence. Avaya IP Agent registers to Avaya Communication Manager in a core, or headquarters for call control, and the talk path is established on a local telephone in the branch location. Presence is available using a centralized Avaya SES home server in the headquarters.

6.1. Enable Instant MessagingThe instant messaging feature allows an Avaya IP Agent user to send and receive text messages with other Avaya IP Agent users. This feature also allows an Avaya IP Agent user to track the presence state of other instant messaging users so that you can tell if the agent is available, away, or busy with some other task. When an instant message session is initiated, both users will see an Instant Message Session window. Through this window, the users will enter text messages and see the messages of the other user. Step 1. Description By default, instant messaging is not enabled in Avaya IP Agent. To enable instant messaging in Avaya IP Agent: Select ToolsProgram Options in the main window of Avaya IP Agent (not shown). The General Settings window is displayed as shown below. To enable instant messaging, place a check mark in the Enable Instant Messaging Feature check box. Click OK when complete.



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Step 2.

Description Restart Avaya IP Agent to activate the change. When Avaya IP Agent is restarted, an Instant Messaging tab should be displayed on the menu bar.



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6.2. Configure Instant MessagingThis section describes the steps necessary to configure instant messaging on an Avaya IP Agent client. Instant messaging must be configured while Avaya IP Agent is active, but not logged in. Step 1. Description From the Avaya IP Agent Main window, select Instant MessagingIM Wizard to launch the Instant Messaging Setup Wizard. On the first screen of the Wizard, select Yes, continue with configuration. Click Next to continue.

b



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Step 2.

Description On the next Wizard screen, enter an appropriate User Name and Password. The User Name is a combination of the user created in Section 5.1, and the domain of the configuration. For these Application Notes, the domain is retail.com. Alternatively, the IP address of the DNS server could also be used as the domain name, for example [email protected] would work as well. Select the Remember password for next login session if its desired not to reenter a password on every login attempt. Press Next to continue.



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Step 3.

Description On the next wizard screen, enter the IP address of the Avaya SES home server located in the Headquarters in the Server Address field. Press Next to continue.

4.

Click Finish on the next screen to exit the Wizard.



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6.3. Avaya IP Agent Station LoginThis section describes the steps to log in an Avaya IP Agent Station login, with instant messaging capabilities. Inter-location call routing between Avaya Distributed Office and the Avaya SES Home is achieved by using unique numeric prefixes for each location and the user extension (prefix + extension). This prefix and extension, along with the automatic alternate routing (AAR) feature access code (FAC) from Avaya Communication Manager will be used as the telephone number entered in Avaya IP Agent. Step 1. Description From the Avaya IP Agent Main window, select FileStation Login. The Login screen appears. Enter the following information: Extension: Enter the extension created back in Section 4.5 Password: Enter the password for the station created back in Section 4.5. Configuration: Select Telecommuter. Call Server Address: Enter the IP address for the CLAN board from the G650 located in the Headquarters. Telephone At: Enter the local telephone number at the branch site, using the following formula: (AAR FAC) (private trunk ID) (telephone number). For these Application Notes, the number 8299209 was used to represent a station in Branch A, where 8 is the AAR FAC, 299 is the private trunk ID, and 209 is the extension. Select Log into Avaya instant messaging server to enable instant messaging. Click Log In when complete.



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Step 2.

Description A successful login with Avaya IP Agent is shown below. The 2220500 in the title bar represents a successful login with Avaya Communication manager in the Headquarters. The [[email protected]] represents presence and availability capabilities using the Avaya SES home server in the Headquarters.



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7. Verification StepsThe following steps can be used to verify proper Avaya IP Agent operation in an Avaya Intelligent Branch Solution. 1. Log in agents in all branch locations. 2. Set instant messaging status for all agents as Online by navigating to Instant MessagingMy Presence StatusOnline in Avaya IP Agent. 3. All agents should see presence status as on-line. 4. Place calls from customers to the skilled hunt group using the simulated PSTN network. 5. Incoming calls are delivered to agents in branch locations based on skills routing. 6. Call notification is received on the agents (Agent1 in this case) Avaya IP Agent call bar, as well as the local telephone. 7. Agent 1 answers the call using the telephone. 8. Two way talk path exists between the agent and the customer with good audio quality present. 9. Agent1 changes their presence to On the Phone, by following Step 2 above. 10. The other agents should see presence status change for Agent1. 11. The customer call is terminated. 12. Agent1 changes their presence back to Online, following Step 2 above. 13. The other agents should see presence status change for Agent1. 14. Agent1 initiates an instant messaging session with another agent. 15. Messages are delivered and received accordingly.

8. ConclusionThese Application Notes have provided the details on configuring Avaya IP Agent in telecommuter mode with presence in an Avaya Intelligent Branch Solution.

9. Additional ReferencesSee the following Application Notes addressing Avaya Communication Manager, Avaya SES, Avaya Distributed Office, and Avaya IP Agent configuration at http://support.avaya.com. [1] Administrator Guide for Avaya Communication Manager R5.0, January 2008, Document Number 03-300509. [2] Administering SIP Enablement Services on the Avaya S8300 Server, January 2008, Document Number 03-602508. [3] Administration for Network Connectivity for Avaya Communication Manager R5.0, January 2008, Document Number 555-233-504 Issue 13. [4] Sample Configuration for SIP Private Networking among Avaya Distributed Office sites and Avaya Communication Manager Release 5 with Co-Resident SES Home Issue 1.0. [5] Avaya IP Agent Release 7.0 Installation and User Guide, September 2007, Document ID 125770.



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2008

Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please e-mail any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya Solution & Interoperability Test Lab at [email protected]



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