Application Notes for Configuring MUG Enterprise Interceptor with Avaya Proactive Contact - Issue 1.0

(1)

Avaya Solution & Interoperability Test Lab

Application Notes for Configuring MUG Enterprise

Interceptor with Avaya Proactive Contact - Issue 1.0

Abstract

These Application Notes describe the procedures for configuring MUG Enterprise Interceptor with Avaya Proactive Contact.

(2)

MJH; Reviewed: SPOC 7/16/2012

2 of 43 MUG_PC5

1. Introduction

These Application Notes describe the procedures for configuring MUG Enterprise Interceptor with Avaya Proactive Contact.

A raw data file on a host PC running Interceptor is used as input to the Interceptor application. The raw data file contains calling list numbers along with other relevant data fields, which will vary depending on customer requirements. After the calling list phone numbers are run through the Interceptor engine (which uses an internet connection to query a database to look up each phone number type), a field is populated indicating whether each phone number is a cellular, landline, toll free, unknown, VOIP or invalid number. FTP is used to transmit the updated raw file data between the host PC and Proactive Contact. Proactive Contact can then be used to build an outbound calling strategy, for example, that does not include any predictive dialing calls to cellular numbers.

2. General Test Approach and Test Results

This section details the general approach to the testing, what was covered, and results of the testing.

DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member’s solution.

2.1. Interoperability Compliance Testing

The general test approach was to verify the following:

A new “phone type” field could be added to Proactive Contact calling lists.

The MUG Enterprise Interceptor engine could process each phone number in a calling list and update the new field with the correct phone number type (i.e. cellular, landline, toll free, unknown, VOIP or invalid number).

Proactive Contact could build an outbound calling strategy using the new “phone type” field.

The calling list data could be passed between Proactive Contact and the host PC running the MUG Enterprise Interceptor engine.

2.2. Test Results

(3)

2.3. Support

For technical support and information on MUG Enterprise Interceptor, contact MUG Enterprise at:

Phone: 724-947-5453

Email: [email protected]

Web: http://www.mugenterprise.com/connect.shtml

3. Reference Configuration

The figure below shows the sample configuration used during compliance testing. The Avaya Proactive Contact Supervisor application provides Proactive Contact with the tools to configure jobs, select records, define calling strategies, monitor agents and jobs, and provide reports on real-time and historical operations.

(4)

4 of 43 MUG_PC5

4. Equipment and Software Validated

The following equipment and software were used for the sample configuration provided:

Equipment/Software Release/Version

Avaya Proactive Contact 5.0

Avaya Proactive Contact Supervisor 5.0.1 Avaya Aura® Communication Manager on

Avaya S8300D Server with G450 Gateway

Avaya Aura® Communication Manager 6.0.1 (R016x.00.1.510.1) with Patch 19528 Avaya Aura® Application Enablement

Services 6.1.1

MUG Enterprise Interceptor PNC-v2.3

5. Configure Avaya Proactive Contact

This section describes the configuration required on Proactive Contact for supporting outbound calling operations using MUG Enterprise Interceptor on a host PC to update calling lists. The configuration steps are done through Proactive Contact Supervisor and Linux-based command line interface accessible using an SSH client. It is assumed that the basic configuration of Proactive Contact, Application Enablement Services, and Communication Manager is complete and those details will not be shown is this document.

5.1. Create New Calling List from Sample File

An initial sample file was created on the host PC for compliance testing that contained records with the following fields: account, first name, last name, phone number, phone type. This sample file was then used to create a calling list.

(5)

Note, in the Proactive Contact Supervisor Editor interface, there is a disk icon that can be used to save the configuration. This icon will be referred to as the Save icon throughout this document.

(6)

6 of 43 MUG_PC5

(7)

(8)

8 of 43 MUG_PC5

(9)

(10)

10 of 43 MUG_PC5

(11)

(12)

12 of 43 MUG_PC5

(13)

Click the column field names to rename them to desired values (optional). Click Finish.

(14)

14 of 43 MUG_PC5

5.2. Configure Download from Host Settings

It is assumed that the host PC running MUG Enterprise Interceptor also has an FTP server. The configuration of the FTP server is not shown in this document.

Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Download

(15)

Select the Download from Host tab and enter the following information under the Method section:

Type of Transfer: select File transfer initiated by dialer

Host name: enter the host name or IP address of the host PC running MUG Enterprise Interceptor

Logon name: enter the appropriate credentials (as defined on the FTP server on the host PC)

Password: enter the appropriate credentials (as defined on the FTP server on the host PC)

(16)

16 of 43 MUG_PC5

(17)

For Field type, select Transformation. For Select unmapped field, select PTYPE1. Click the

Translate tab. Click the Append button to add the number of necessary rows. For each row,

fill in the Host Data and Dialer Data to create the desired mapping. Click OK.

(18)

18 of 43 MUG_PC5

5.3. Configure Calling List Details Settings

Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Calling List

(19)

Select the Calling List Dictionary tab. Right-click inside the Calling List Dictionary pane and select Import from Download Dictionary.

(20)

20 of 43 MUG_PC5

Verify the new fields (ACCT, FIRST_NAME, LAST_NAME, PHONE1, PTYPE1) have been added. The additional default fields are created automatically.

(21)

5.4. Configure Upload to Host Settings

Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Upload to

Host.

(22)

22 of 43 MUG_PC5

(23)

(24)

24 of 43 MUG_PC5

Select the fields to export. During compliance testing, ACTT, FIRST_NAME, LAST_NAME,

PHONE1, and PTYPE1 were selected. Click Finish.

(25)

5.5. Verify Calling List

Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Verify.

(26)

26 of 43 MUG_PC5

5.6. Make Calling List Active

Navigate to Calling Lists. From the menu bar, select FileSave as….

(27)

Right-click on the newly created Pending list and select Make Active.

(28)

28 of 43 MUG_PC5

5.7. Execute hosttopds

Rather than waiting for a scheduled upload of the calling list file from the host PC to Proactive contact, a command may be executed to force the upload. Secure shell to the Avaya Proactive Contact server. Execute the hosttopds list25 command (where list25 is the list created in

Section 5.1). The results of running the command during compliance testing are shown below.

Verify all the records are processed and the calling list is prepared..

$ hosttopds list25 FILE TRANSFER FROM HOST

TRANSFER PROCESS USING FTP.INP BEGINNING

TRANSFER PROCESS COMPLETE. CHECK FTPXFER.DATE FILE IN THE ACCOUNT DIR

READING DATA FROM HOST TAPE FOR LIST /opt/avaya/pds/lists/list25.app/list25.dnld Put Data Onto System

Loading tables... Put Data Onto System

Number of records processed - 10 PROCEED WITH OPERATIONS

CALLING LIST BEING PREPARED FOR CALLING ENTERING TIME ZONES

setzones - 10 records processed from list list25 - 8 records successfully processed

- 2 records failed with bad phone numbers - 0 records failed time zone lookup

- 0 records failed with status of 'deleted'

CALLING LIST PREPARED FOR CALLING - list25

(29)

5.8. Create Strategy

This section shows an example of how to create a calling list strategy utilizing the PTYPE1 field populated by MUG Enterprise Interceptor. Navigate to Contact Management and click the

Strategies icon. From the menu bar, select FileNew….

(30)

30 of 43 MUG_PC5

(31)

(32)

32 of 43 MUG_PC5

Select the following for the new row created:

Phone: 1

Field: PHONE1 Value: *

Logic: Or

(33)

Right-click the newly created strategy and select Verify.

(34)

34 of 43 MUG_PC5

5.9. Create Selection

This section shows an example of how to create a calling list selection utilizing the PTYPE1 field populated by MUG Enterprise Interceptor. Navigate to Contact Management and click the Selections icon. From the menu bar, select FileNew….

(35)

(36)

36 of 43 MUG_PC5

Select the Records tab, and enter the following:

Field: PTYPE1

Value: enter all the desired mapped values (from Section 5.2) (for example, the screen below shows all the values being included except for CELL)

(37)

(38)

38 of 43 MUG_PC5

Select the Results tab, and check the appropriate fields (selections will vary based on customer requirements).

(39)

Right-click the newly created selection and select Verify.

(40)

40 of 43 MUG_PC5

6. Configure MUG Enterprise Interceptor

For compliance testing, MUG Enterprise delivered their product as an executable file along with a raw sample data file. No additional configuration was required. Contact MUG Enterprise (see

Section 2.3) for deployment details and configuration options.

To run MUG Enterprise Interceptor, using the raw sample data file as input, navigate to the directory on the host PC where Interceptor and the data file reside. Execute the following command, where sample_file.processed is the raw data file:

pnc /in=sample_file.processed

7. Verification Steps

7.1. Verify MUG Enterprise Interceptor

Navigate to the directory on the host PC where Interceptor and the data file reside. Execute the following command, where sample_file.processed is the raw data file:

pnc /in=sample_file.processed

Verify all the records are processed and the correct result is returned for each phone number. For security reasons, the last 4 digits of each number below has been replaced with xxxx.

PNC v2.3

Press Q to quit while processing... CommandLine: /in=sample_file.processed Parms: in=sample_file.processed

Testing connection to Registration server... Access to registration server accepted. Valid Registration to: AVAYA

Testing access to input file... Access to input file confirmed.

Testing access to see if already procssing this file... Okay to process.

(41)

7.2. Verify Avaya Proactive Contact

(42)

42 of 43 MUG_PC5

Verify the numbers of records selected matches the number of valid phone numbers, not included cellular phone numbers.

8. Conclusion

These Application Notes provide the steps necessary to configure Avaya Proactive Contact Release 5.0 to support MUG Enterprise Interceptor (PNC-v2.3). All compliance test cases passed successfully.

9. Additional References

This section references the product documentation relevant to these Application Notes. Avaya product documentation is available at http://support.avaya.com.

[1] Planning for Avaya Proactive Contact 5.0, February 2012.

[2] Using Avaya Proactive Contact Supervisor Release 5.0, December 2011. [3] Administering Avaya Proactive Contact Release 5.0, July 2011.

(43)

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