Abstract. Avaya Solution & Interoperability Test Lab

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NK; Reviewed: SPOC 11/6/2009

1 of 39 Proactive-Soln

Avaya Solution & Interoperability Test Lab

Application Notes for Configuring Avaya Proactive Contact

4.1 with Avaya PG230 Digital Switch, Avaya PC/VP

Connector and Avaya Voice Portal 5.0 to support Avaya

Proactive Outreach Solution– Issue 1.0

Abstract

These Application Notes describe the steps for configuring Avaya Aura™ Communication Manager, Avaya Proactive Contact 4.1, Avaya PG230 Digital Switch, Avaya PC/VP Connector and Avaya Voice Portal 5.0 to support Avaya Proactive Outreach solution. Proactive Outreach is an automated Self Service or outbound solution that reaches out to customers proactively with valuable information and provides customers options to serve them. It reduces expenses by not requiring an agent to be involved in the contact. Avaya Proactive Outreach was solution tested against Proactive Contact with an Avaya PG230 Gateway running outbound jobs.

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1. Introduction

Proactive Outreach creates an Outbound Self Service solution for Avaya to respond to a strong trend in the market and growing competitive pressure. This solution provides companies with the ability to automatically reach out to a customer, based on business information, and at the same time provide that customer the option of serving themselves by completing a transaction in response to the information provided. It reduces expenses by not requiring an agent to be involved in the contact.

Avaya Proactive Outreach is combining the technical capabilities from Avaya Proactive Contact and Avaya Voice Portal to make them directly applicable to customer business issues, following the notion of communication enabling business processes. Avaya Proactive Outreach was solution tested against Avaya Proactive with an Avaya PG230 Gateway as a Hard Dialer and running outbound jobs.

Avaya Proactive Outreach consists of the following components:

• Avaya Voice Portal 5.0: provides interactive voice response services to inbound callers. Avaya Voice Portal consists of one or more Media Processing Platform (MPP) servers and a Voice Portal Management System (VPMS) server.

• Avaya Proactive Contact 4.1 with Avaya PG230 Gateway as Hard Dialer. • Avaya PC/VP connector 1.02, which is made up of multiple components:

o VP Agent Server: can be installed on Proactive Contact or a separate Red Hat Linux Server.

o VP Agent Client: installed on Application Server.

o VP Agent Administration: installed on Application Server

o VP Agent Dialog Designer Component: is an add-on to an existing Dialog Designer environment.

• Avaya Aura™ Communication Manager 5.2: provides the enterprise voice

communication services. In this sample configuration, Communication Manager runs on an Avaya S8300C Media Server with G700 Media Gateway.

• The Nuance Speech Server consists of Nuance OpenSpeech Recognizer and Nuance RealSpeak. Avaya Voice Portal uses the Speech Server for Text-To-Speech (TTS) and Automatic Speech Recognition (ASR) capabilities.

• Avaya phones are represented with Avaya 46xx Series IP Telephones running H.323 software.

1.1. Interoperability Compliance Testing

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The following features based on the TestVPAgent sample application were tested: • Login / Logout VP Agent through VP Agent Admin

• Start / Stop job through VP Agent Admin

• Set Field / Get Field for String, Numeric, Currency and Unknown • Do not Call

• Set Callback for GoodDate or BadDate

• Transfer to a GoodNumber, BadNumber, Inbound Job, Default or BadType • End Call by inputting GoodCompletionCode or BadCompletionCode • Call Arrival and Notification

1.2. Support

Technical support for the Avaya products can be obtained from Avaya. See the support link at

support.avaya.com for contact information.

2. Reference Configuration

Figure 1 illustrates the configuration that was used to verify these Application Notes.

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3. Equipment and Software Validated

The following hardware and software versions were used for this configuration are outlined in Table 1 below.

Equipment Software

Avaya G700 Media Gateway with Avaya S8300 Media Server

Avaya Aura™ Communication Manager 5.2 Service Pack 02.0.947.3-17534

Avaya Voice Portal System VPMS Server

MPP Server

Avaya Voice Portal 5.0 sp1 VPMS 5.0.0.1.0701

MPP 5.0.0.1.0702 Avaya Proactive Contact System Cabinet with

HP Proliant DL385G2

Avaya Proactive Contact 4.1

Avaya PG230 Switch 15.3.1

Avaya Proactive Contact Agent Avaya Proactive Contact 4.1 Avaya Proactive Contact Supervisor Editor Avaya Proactive Contact 4.1 Avaya VP Agent Server (installed either on

Proactive Contact or on a Red Hat Linux box)

Avaya PC/VP Connector 1.02 (Ensure Java 1.5 is installed) Avaya VP Agent Administrator (Application

Server on Windows PC)

Avaya PC/VP Connector 1.02 (Tomcat 6.0 is installed) Avaya VP Agent Client (Application Server

on Windows PC)

Avaya PC/VP Connector 1.02 (Tomcat 6.0 is installed) Avaya Dialog Designer (could be installed in

an Application Server)

Avaya Dialog Designer 5.0 Avaya VP Agent Dialog Designer component 1.02 (which is

included in Avaya PC/VP Connector)

Nuance Speech Server (co-resident) Nuance RealSpeak

Nuance OpenSpeech Recognizer

NSS 5.0.3

RealSpeak4.5 sp1 NRec9.0.3

Avaya 4620SW IP Telephones 2.9 sp1(H.323) Avaya 4621 Digital Telephones 2.9 sp1(H.323)

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4. Configure Avaya PC/VP Connector Components

These Application Notes assume the Avaya PC/VP Connector Components have been installed, deployed and configured. Refer to Avaya Documentation [6] for installation and deployment instructions.

4.1. Voice Portal (VP) Agent Server

VP Agent Server is intended to install directly on an Avaya Proactive Contact server but may also be installed on a separate Red Hat Linux server if desired. In the sample application, VP Agent Server is installed on the Proactive Contact server. After deploying the PC/VP connector installation package on the VP Agent Server, configure the following fields/values in the /opt/avaya/vpagent/config/vpagent.properties file.

• agentServer – set to 10.10.15.60. IP of Avaya Proactive Contact server in this sample application.

• vpHost – set to 10.10.15.50. IP of Avaya VPMS server for routing web services requests. • vpUser & vpPass – set to admin & voice4admin. The web service username and password

for the web server authentication, which are configured in Avaya Voice Portal under the System Configuration _{VPMS Settings}_{Web Service Authentication for Outcall.} Refer to Step 2 in Section 5.4.

• dialer – set to 10.10.15.60. IP of Avaya Proactive Contact server in this sample application.

# The IP or name of the machine running Agent Server, default is 127.0.0.1 agentServer=10.10.15.60

# The port that Agent Server is using for VP Agent API agentServerPort=22702

# The IP or name of the VPMS for Voice Portal's web service requests vpHost=10.10.15.50

# The user name for authentication on Voice Portal's web service vpUser=admin

# The password for authentication on Voice Portal's web service vpPass=voice4admin

# The machine running Proactive Contact, default is 127.0.0.1 dialer=10.10.15.60

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4.2. VP Agent Client and Administration

VP Agent Client and Administration are installed on Application Servers. VP Agent

Administration requires a Tomcat 6 environment running on the Application Server. After the installation and deployment of the PC/VP connector installation package on the VP Agent Client and Administration, configure the following fields/values in the

C:\opt\avaya\vpagent\config\vpagent.properties file.

• agentServer – set to 10.10.15.60. IP of Avaya Proactive Contact server in this sample application.

# The IP or name of the machine running Agent Server, default is 127.0.0.1 agentServer=10.10.15.60

# The port that Agent Server is using for VP Agent API agentServerPort=22702

# The IP or name of the VPMS for Voice Portal's web service requests #vpHost=10.10.15.50

# The user name for authentication on Voice Portal's web service #vpUser=admin

# The password for authentication on Voice Portal's web service #vpPass=voice4admin

# The machine running Proactive Contact, default is 127.0.0.1 #dialer=10.10.15.60

# The port Proactive Contact is using for PC Agent API, default is 22700 #dialerPort=22700

4.3. VP Agent Dialog Designer

Avaya Dialog Designer is installed on the VP Agent Client Server in this sample application. The VP Agent Dialog Designer is an add-on to the existing Dialog Designer environment. It contains the following components:

• VP Agent or Proactive Contact Modules – used in the VP Agent VXML application development to interface with Proactive Contact.

• Sample Application – Examples of how to use the VP Agent modules within an application, in this sample application, it’s testVPAgent

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After the VP Agent Dialog Designer Components are deployed in the Avaya Dialog Designer environment, the screenshot below shows the testVPAgent application included with the VP Agent Dialog Designer installation. The Palette menu shows the available nodes for application call flow development. The ProactiveContact group contains all of the VP Agent modules that can be added to the flow. In this sample application, the Application Flow editor shows that testVPAgent is using the setField, getField, setCallback, transfer, doNotCall and quit modules.

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5. Configure Avaya Voice Portal

This section details the administration on Avaya Voice Portal that must be performed to setup H.323 connectivity to Communication Manager. For additional information on how to configure Avaya Voice Portal with web-based application services to provide voice and speech response self-service applications, please consult references [7] and [8] of these Application Notes.

5.1. Verify Avaya Voice Portal Licenses

Avaya Voice Portal utilizes primary and secondary WebLM servers for implementation of feature licenses. If activation of additional features or ports is required, an updated license file must be obtained and installed on the WebLM server. The license file contains details about the features and number of ports purchased. To obtain an updated license file, please contact the Avaya Authorized Sales representative. The following section illustrates how to verify the licenses.

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2. In the left pane of the VPMS window that appears, click on Expand All to show all options available under each section. Click on Security _{Licensing. The license installed will be} shown under License Information.

5.2. Configure H.323 Connection

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2. Click on the Add button to add a H.323 connection. Enter the following fields to add a new H.323 connection:

• Name : set to H.323 • Enable : set to yes

• Gatekeeper Address : set to 10.10.15.13 (IP address of Communication Manager procr) • New Stations : set From 730 To 730 and Password (the station is created as an

extension on Communication Manager and the password must match that used on Communication Manager), refer to Security Code in Section 7.3

• Station Type : set to Inbound and Outbound

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The screen below illustrates that the H.323 connection has been successfully configured and saved.

5.3. Configure an Application for Proactive Outreach

The following section illustrates how to configure a test CCXML application to verify the H.323 connection on Avaya VPMS. Please consult reference [7] in Section 11 to perform the following configuration tasks prior to configuring the test application:

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2. Enter the following fields to add a new application:

• Name: set to VPAgentExample (A descriptive name for the test CCXML application) • Enable: select the Yes

• MIME Type: select CCXML according to the application type

• CCXML URL: set to http://135.64.186.204:8080/VPAgent/start.jsp (enter the necessary URL(s) to access the CCXML application on the application server) • Speech Servers ASR and TTS: add the ASR and TTS servers as shown below (if

available)

• Application Launch Type: select Inbound • Select the Number radio button

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5.4. Configure the Outcall Username and Password

The following section illustrates how to configure the user name and password for Web Service Authentication.

1. Click on System Configuration VPMS Servers. Click the VPMS Settings button.

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6. Configure Avaya Proactive Contact

These Application Notes assume that the interface between Avaya PG230 Digital Switch and Avaya Proactive Contact 4.1 has been configured and is operational. Refer to Avaya

Documentation [2], [3], [4] and [5] for configuration instructions.

The following campaign types were configured on Avaya Proactive Contact 4.1: • Outbound Calls

• Inbound Calls

The screen shots below for Avaya PG230 Digital Switch Ports and Avaya Proactive Contact Configuration Files are displayed as a reference for configuring ports on Avaya Aura™ Communication Manager.

6.1. Avaya PG230 Digital Switch Ports

Start telnet session to Avaya PG230 Digital Switch and login to the system using an appropriate username and password. In the Administration Main Menu screen, enter selection A for Data Base Administration Menu and press Enter. In the Data Base Administration Menu screen, enter selection B for Resource Group Summary (not shown) and press Enter. The Resource Group Summary is displayed as shown below.

R E S O U R C E G R O U P S U M M A R Y

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On the Resource Group Summary screen use ctrl + n to get to the outbound or inbound row, enter any character in the DSP column for the outbound or inbound, for example enter d and then press Enter. The screen below displays configured outbound ports (7-16) and inbound ports (18-22) on the PG230 Digital Switch. These ports correspond to the ports of the outbound or inbound trunk group configured on Communication Manager in Section 7.1.

R E S O U R C E G R O U P C O N F I G U R A T I O N RESOURCE GROUP - #10 NAME - outbound

PORT LOCATION PORT LOCATION POS NAME R L S P POS NAME R L S P --- --- - - ---- --- --- --- - - ---- --- 1 1 1 21-4 7 ___ ________ _ _ ____ ___ 2 1 1 21-4 8 ___ ________ _ _ ____ ___ 3 1 1 21-4 9 ___ ________ _ _ ____ ___ 4 1 1 21-4 10 ___ ________ _ _ ____ ___ 5 1 1 21-4 11 ___ ________ _ _ ____ ___ 6 1 1 21-4 12 ___ ________ _ _ ____ ___ 7 1 1 21-4 13 ___ ________ _ _ ____ ___ 8 1 1 21-4 14 ___ ________ _ _ ____ ___ 9 1 1 21-4 15 ___ ________ _ _ ____ ___ 10 1 1 21-4 16 ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ___ ________ _ _ ____ ___ ADD/DELETE/CARD (A/D/C) _ POS ___ R L S P _ _ ____ ___

R E S O U R C E G R O U P C O N F I G U R A T I O N RESOURCE GROUP - #11 NAME - inbound

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6.2. Avaya Proactive Contact Configuration Files

The dgswitch.cfg file is automatically configured by running the dg_import command. The format used is based on the location of the ports in the PG230 Digital Switch; therefore Proactive Contact is configured with the same number of Inbound Ports as the number of inbound lines on the PG230 Digital Switch. The inbound ports configured on Proactive Contact correspond to the ports of the inbound trunk group configured on Communication Manager in Section 7.1. The dgswitch.cfg file is located in the /opt/avaya/pds/config directory.

#Headset Ports H:1:361:1::#H:15:1:1-1-21-4-2 H:2:362:1::#H:15:1:1-1-21-4-3 H:3:363:1::#H:15:1:1-1-21-4-4 H:4:364:1::#H:15:1:1-1-21-4-5 H:5:365:1::#H:15:1:1-1-21-4-6 #Outbound Ports N:1:366:1::#O:10:1:1-1-21-4-7 N:2:367:1::#O:10:1:1-1-21-4-8 N:3:368:1::#O:10:1:1-1-21-4-9 N:4:369:1::#O:10:1:1-1-21-4-10 N:5:370:1::#O:10:1:1-1-21-4-11 N:6:371:1::#O:10:1:1-1-21-4-12 N:7:372:1::#O:10:1:1-1-21-4-13 N:8:373:1::#O:10:1:1-1-21-4-14 N:9:374:1::#O:10:1:1-1-21-4-15 N:10:375:1::#O:10:1:1-1-21-4-16 #Inbound Ports N:11:377:1::#I:11:1:1-1-21-4-18 N:12:378:1::#I:11:1:1-1-21-4-19 N:13:379:1::#I:11:1:1-1-21-4-20 N:14:380:1::#I:11:1:1-1-21-4-21 N:15:381:1::#I:11:1:1-1-21-4-22 #Transfer Ports T:1:12:1::#T:12:1:1-1-21-4-1

The master.cfg file sets the basic parameters for the operation of Proactive Contact. The following parameters were configured in the master.cfg file located in the opt/avaya/pds/etc directory.

• LINEASSIGN – set to the port numbers of the outbound and inbound trunk lines as configured in dgswitch.cfg and on PG230 Digital Switch

• OPLIMIT - set to the number of outbound and inbound agents configured on Proactive Contact

• PORTS – set to the total number of trunk lines. In the sample configuration, the total number of trunk lines was 15 ( 10 for outbound and 5 for inbound)

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6.3. Configure an Outbound Job

A job integrates a calling list, phone strategy, record selection and other settings to allow

outbound calls to be placed and receive inbound calls. This section will only describe some steps to create the outbound job for the sample application testing. Refer to Avaya Documentation [4] and [5] for details on how to create a general outbound job and inbound job.

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1. The calling list (list3) created for the sample application is located in the

/opt/avaya/pds/xfer/clist directory. There are a few fields that are needed to get the test application’s modules running.

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3. Use Proactive Contact Supervisor Editor to configure a phone strategy phone3 to use calling list list3.

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5. Use Proactive Contact Supervisor Editor to configure an outbound job outbnd3 to use calling list list3. Verify this job and Run this job.

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6.4. Configure an Agent

An agent account needs to be set up for each agent that logs in to the Avaya Proactive Contact. One of the ways to set up an agent account is via the UNIX-based interface to Avaya Proactive Contact using telnet.

1. Login to Proactive Contact with administrative privileges. To add an agent account, from the command prompt type go menus. Then type menu sysadm. This will bring up the

ADMINISTRATOR MAIN MENU screen. Select Administrative tasks by entering 2 in the Enter Command Number prompt.

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3. Press Ctrl-L to add a new agent login. Enter values in the USER NAME, PASSWORD, GROUP FOR LOGIN and DESCRIPTION field, and press Enter. Press Ctrl-X to exit the screen and enter y to save changes.

4. Use Avaya Proactive Contact Agent to verify if the agent created could log in to Proactive Contact successfully by filling the Log in (AgentID, Password), Agent Type (Outbound) and Telephone (extension). And click OK button. These fields will also be used in the VP Agent configuration, refer to Step 3 in Section 8.

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7. Configure Communication Manager

The basic configuration of Communication Manager is beyond the scope of these Application Notes. This section provides the procedures for verifying and configuring Communication Manager with PG230 Digital Switch and stations configured for VP Agent. The following were configured:

• E1 trunk on Communication Manager to PG230 Digital Switch • Inbound Call Routing to PG230 Digital Switch

• VP Agent extension

Configuration in the following sections is only for the fields where a value needs to be entered or modified. Default values are used for all other fields. These steps are performed from the

Communication Manager System Access Terminal (SAT) interface and all changes are saved. Refer to [1] for additional details.

7.1. E1 Trunk on Communication Manager to PG230 Digital Switch

An E1 QSIG trunk was configured between Communication Manager and PG230 Digital Switch for Agent Outbound, Inbound and Transfer calls. The physical link was between the PG230 Digital Switch and the DS1 board on G700 Media Gateway. Enter the add ds1 xxxx command, where xxxx is the location of the DS1 circuit pack. Configure the following:

• Name – set to any descriptive string value, in this case that was CM-PG230 • Bit Rate – set to 2.048

• Line Coding – set to hdb3 • Signaling Mode set to isdn-pri • Connect – set to pbx

• Interface – set to peer-master • Peer Protocol – set to Q-SIG

• Interface Companding – set to alaw

add ds1 001V2 Page 1 of 1 DS1 CIRCUIT PACK

Location: 001V2 Name: CM-PG230 Bit Rate: 2.048 Line Coding: hdb3 Signaling Mode: isdn-pri

Connect: pbx Interface: peer-master TN-C7 Long Timers? n Peer Protocol: Q-SIG Interworking Message: PROGress Side: a Interface Companding: alaw CRC? y

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Configure trunk group used for outbound calls. Enter the add trunk-group n command, where n is an available trunk group number. Configure the following on Page 1.

• Group Type – set to isdn

• Group Name – set to any descriptive string value, in this case that was QSIG to PG230 – Outbound

• TAC – enter a Trunk Access Code that is valid in the provisioned dial plan • Carrier Medium – set to PRI/BRI

• Dial Access – set to n • Service Type – set to tie

add trunk-group 2 Page 1 of 21 TRUNK GROUP

Group Number: 2 Group Type: isdn CDR Reports: y Group Name: QSIG to PG230 - Outbound COR: 1 TN: 1 TAC: 102 Direction: two-way Outgoing Display? n Carrier Medium: PRI/BRI Dial Access? n Busy Threshold: 255 Night Service:

Queue Length: 0

Service Type: tie Auth Code? n TestCall ITC: rest Far End Test Line No:

TestCall BCC: 4

On Page 2 of the trunk group configuration, specify the following: • Supplementary Service Protocol - set to b

• Disconnect Supervision o In - set to y

o Out - set to y

add trunk-group 2 Page 2 of 21 Group Type: isdn

TRUNK PARAMETERS

Codeset to Send Display: 6 Codeset to Send National IEs: 6 Max Message Size to Send: 260 Charge Advice: none

Supplementary Service Protocol: b Digit Handling (in/out): enbloc/enbloc Trunk Hunt: cyclical

Digital Loss Group: 13 Incoming Calling Number - Delete: Insert: Format: Bit Rate: 1200 Synchronization: async Duplex: full Disconnect Supervision - In? y Out? y

Answer Supervision Timeout: 0

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Configure Signaling Group for previously configured DS1 board 001V2. Enter the add signaling-group n command, where n is an unused signaling group number. Configure the following on Page 1.

• Group Type – set to isdn-pri

• Primary D-Channel – set with the DS1 board number followed by 16

• Trunk Group for Channel Selection – set with the 1st trunk group number that was configured for DS1 board 001V2; in this case that was trunk group 1

• TSC Supplementary Service Protocol – set to b

add signaling-group 1 Page 1 of 1 SIGNALING GROUP

Group Number: 1 Group Type: isdn-pri

Associated Signaling? y Max number of NCA TSC: 0 Primary D-Channel: 001V216 Max number of CA TSC: 0 Trunk Group for NCA TSC: 1 Trunk Group for Channel Selection: 1

TSC Supplementary Service Protocol: b

Enter the change trunk-group n command, where n is the trunk group number previously configured for outbound calls. On Page 5, configure GROUP MEMBER ASSIGNMENTS as follows:

• Port – enter the DS1 board number followed by the trunk member number. The ports configured on Communication Manager must be mapped to the ports configured on the PG230 Digital Switch.

• Sig Grp – enter the number of the signaling group configured for the DS1 board 001V2, in this case it is Signaling Group 1.

change trunk-group 2 Page 5 of 21 TRUNK GROUP

Administered Members (min/max): 1/10 GROUP MEMBER ASSIGNMENTS Total Administered Members: 10 Port Code Sfx Name Night Sig Grp

1: 001V206 MM710 1 2: 001V207 MM710 1 3: 001V208 MM710 1 4: 001V209 MM710 1 5: 001V210 MM710 1 6: 001V211 MM710 1 7: 001V212 MM710 1 8: 001V213 MM710 1 9: 001V214 MM710 1 10: 001V215 MM710 1 11:

Note: There is different port numbering between PG230 Digital Switch and Communication Manager; therefore ports 6-15 on PG230 Digital Switch correspond to ports 7-16 on

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Repeat the above configuration steps for inbound calls if transferring to an inbound job needs to be tested. For each trunk group make sure that the number of ports in GROUP MEMBER ASSIGNMENTS is correctly mapped to the number of ports configured on the PG230Digital Switch. Also, for every trunk group configure each port with signaling group 1.

Enter list trunk-group command, to list all trunk groups that were configured on the

Communication Manager. Below is the list of all trunk groups configured for E1 QSIG trunk between Communication Manager and PG230 Digital Switch, which are used for the sample application testing purpose.

list trunk-group

TRUNK GROUPS

Grp No. Out Que No. TAC Group Type Group Name Mem TN COR CDR Meas Dsp Len 1 101 isdn QSIG to PG230 - Headsets 5 1 1 y none y 0 2 102 isdn QSIG to PG230 - Outbound 10 1 1 y none n 0 3 103 isdn QSIG to PG230 - Inbound 5 1 1 y none n 0 4 104 isdn QSIG to PG230 - Transfer 5 1 1 y none n 0

7.2. Inbound Call Routing to PG230 Digital Switch

Note: If there is no need to test transferring to an inbound job, this section can be ignored. Communication Manager was configured to route all inbound calls placed to the number 8000, to inbound trunk group on E1 trunk between Communication Manager and PG230 Digital Switch. Enter the change dialplan analysis command. Configure Dialed String and Total Length according to the number used for inbound calls. Since number 8000 was used for inbound calls, Dialed String was set to 8 and Total Length was set to 4. Configure Call Type as aar.

change dialplan analysis Page 1 of 12 DIAL PLAN ANALYSIS TABLE

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Configure Route Pattern for the inbound trunk group 3 configured in Section 7.1. Enter the change route-pattern n command, where n is an unused route pattern number. Specify descriptive name for the Pattern Name, in this case that was To PG230 Inbnd and configure GrpNo with inbound trunk group number that was previously created, which is 3.

change route-pattern 3 Page 1 of 3 Pattern Number: 3 Pattern Name: To PG230 Inbnd

Secure SIP? n

Grp FRL NPA Pfx Hop Toll No. Inserted DCS/ IXC No Mrk Lmt List Del Digits QSIG Dgts Intw 1: 3 0 n user 2: n user

Enter change aar analysis n command, where n is the Dialed String for which the aar routing is being configured; in this case that is 8. Specify Dialed String as 8, Total Min/Max as the Total Length from the Dial Plan Analysis Table; in this case that is 4, Route Pattern as previously configured Route Pattern for inbound trunk group; in this case that is 3 and Call Type as aar.

change aar analysis 8 Page 1 of 2 AAR DIGIT ANALYSIS TABLE

Location: all Percent Full: 2 Dialed Total Route Call Node ANI

String Min Max Pattern Type Num Reqd 8 4 4 3 aar n 8 7 7 254 aar n 9 7 7 254 aar n

Run list aar route-chosen 8000# in order to verify that correct routing will be selected by the Communication Manager when inbound call is placed to number 8000.

list aar route-chosen 8000#

AAR ROUTE CHOSEN REPORT

Location: all Partitioned Group Number: 1 Dialed Total Route Call Node

String Min Max Pattern Type Number Location 8 4 4 3 aar all

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7.3. VP Agent extension

Enter the change station n command, where n is the extension of a Communication Manager station (IP telephone) used by Avaya Voice Portal. On the Page 1 of the STATION form, set IP SoftPhone to y.

change station 730 Page 1 of 5 STATION

Extension: 730 Lock Messages? n BCC: 0 Type: 4620 Security Code: 123456 TN: 1 Port: S00051 Coverage Path 1: COR: 1 Name: test730 Coverage Path 2: COS: 1 Hunt-to Station:

STATION OPTIONS

Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: 730 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Expansion Module? n Survivable GK Node Name:

Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? y IP Video Softphone? n

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8. Configure VP Agent Administration

VP Agent Administration creates and controls VP Agents. The VP Agent Administration application is accessible as a stand-alone application running on a Tomcat 6 Application Server accessible from any browser in the customer’s network via the VP Agent Administration URL. The following section illustrates how to create a VP Agent, bind to an outbound job and start running the job.

1. Access the VP Agent Administration web interface by typing the following URL on a web browser http://<Admin App Server>:<Server Port>/vpadmin.

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3. Click on Add Agent button, input Username kun, Password Avaya1 and Extension 730. This Agent was created within the Avaya Proactive Contact system. Refer to Section 6.4.

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5. Click on Cancel button, tick on the checkbox of VP Agent kun and click on Logon button to log in the VP Agent to Avaya Proactive Contact. After successful log in, the Status of VP Agent kun will be displayed as logged on.

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7. Click on the Start button, the VP Agent kun will start running the outbound job outbnd3. It will change Status to working and make a call to extension 750 which was configured on Avaya Proactive Outreach, refer to Step 2 in Section 6.3.

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9. General Test Approach and Test Results

The test strategy focused on heavily testing the Avaya Proactive Contact with PG230 (hard dialer) and Voice Portal (H.323) Integration components in isolation and in integration using simulation where possible.

The tests included feature testing and serviceability testing. The feature testing based on a VP Agent sample application called TestVPAgent and the VP Agent modules provided which were deployed on the Application Server and Dialog Designer environment. Also, this interoperability compliance testing only tested with outbound jobs.

The following features based on the TestVPAgent sample application were tested: • Log in / Log out VP Agent through VP Agent Admin

• Start / Stop jobs through VP Agent Admin

• Set Field / Get Field for String, Numeric, Currency and Unknown • Do not Call

• Set Callback for GoodDate or BadDate

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10. Verification Steps

This section provides the tests that can be performed to verify proper configuration of Communication Manager and VP Agent Administration.

10.1. Verify Communication Manager

The following steps can ensure that signaling group and trunk groups configured between Communication Manager and PG230 Digital Switch are in-service.

Run status signaling-group 1 to verify that the signaling group for the 001V2 DS1 board is in-service.

status signaling-group 1

STATUS SIGNALING GROUP

Group ID: 1 Active NCA-TSC Count: 0 Group Type: isdn-pri Active CA-TSC Count: 0 Signaling Type: facility associated signaling

Group State: in-service

Primary D-Channel

Port: 001V216 Level 3 State: in-service

Secondary D-Channel

Port: Level 3 State: no-link

Run status trunk 2 to verify that the inbound trunk group 2 is in-service. status trunk 2

TRUNK GROUP STATUS

Member Port Service State Mtce Connected Ports Busy 0002/001 001V206 in-service/idle no 0002/002 001V207 in-service/idle no 0002/003 001V208 in-service/idle no 0002/004 001V209 in-service/idle no 0002/005 001V210 in-service/idle no 0002/005 001V211 in-service/idle no 0002/005 001V212 in-service/idle no 0002/005 001V213 in-service/idle no 0002/005 001V214 in-service/idle no 0002/005 001V215 in-service/idle no

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10.2. Verify VP Agent Administration

Follow Step 1 and Step 2 described in Section 8, then click Test Communication menu. It will display the connections availability to Agent Server, Proactive Contact dialer and VPMS server.

Follow the other Steps in Section 8, verify that the VP Agent could log in to Proactive Contact, bind to an outbound job and start running the outbound job successfully.

11. Conclusion

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12. Additional References

This section references Avaya product documentations that are relevant to these Application Notes.

Avaya product documentation can be found at http://support.avaya.com.

[1] Administering Avaya Aura™ Communication Manager, Doc ID 03-300509, May 2009 [2] Implementing Proactive Contact 4.1, March, 2009

[3] Avaya Proactive Contact 4.1, Administering Avaya Proactive Contact (Linux-based Interface), March 2009

[4] Sample Avaya Proactive Contact 3.0 with CTI Installation and Configuration, Issue 1.0, Avaya Solution and Interoperability Test Lab

[5] Sample Avaya Proactive Contact 3.0 Intelligent Call Blending Configuration, Issue 1.0, Avaya Solution and Interoperability Test Lab

[6] Proactive Contact and Voice Portal Connector Installation, Administration and Application Development, Issue 1.02,

http://csiwiki.crm.avaya.com/sfwiki/CsiScaSoftwareComponents/PC_VP_Connector

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