application notes for configuring altitude uci from

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Solution & Interoperability Test Lab Application Notes

©2013 Avaya Inc. All Rights Reserved.

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Avaya Solution & Interoperability Test Lab

Application Notes for Configuring Altitude uCI™ from

Altitude Software with Avaya Aura® Communication

Manager R6.2 and Avaya Aura® Application Enablement

Services R6.2 – Issue 1.0

Abstract

These Application Notes describe the configuration steps for provisioning Altitude uCI™ from

Altitude Software with Avaya Aura® Communication Manager R6.2 and Avaya Aura®

Application Enablement Services R6.2 to control Agents logged into Avaya Aura®

Communication Manager.

Information in these Application Notes has been obtained through DevConnect compliance

testing and additional technical discussions. Testing was conducted via the DevConnect

Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction

These Application Notes outline the steps necessary to configure Altitude uCI™ from Altitude

Software with Avaya Aura® Communication Manager R6.2 and Avaya Aura® Application

Enablement Services (AES) R6.2 to control Agents logged into Avaya Aura® Communication

Manager.

Altitude uCI™ (Unified Customer Interaction) is an IP based contact centre management

solution, with both predictive dialing and multi-channel inbound capabilities. Altitude

uSupervisor is a supervision and management tool that manages, monitors, and allows real-time,

as well as historical, reporting of multimedia customer interactions. Altitude uAgent provides a

workspace for multimedia contact centre customer service representatives in windows and web

environment. This tool integrates with business applications to present and manipulate customer

data in real time, while offering media handling capabilities for inbound or outbound phone calls,

e-mails, or chat requests. The Altitude Telephony Gateway is the component that implements

Computer Telephony Integration (CTI) functionality, according to the protocol and specifics of

each voice switch. The Altitude IVR enables integrated IVR applications, with seamless transfer

of voice and data to the contact centre. Altitude IVR uses SIP trunks to connect to Avaya Aura®

Communication Manager via Avaya Aura® Session Manager.

2. General Test Approach and Test Results

The interoperability compliance testing evaluates the ability of Altitude uCI™ to gain telephony

functionality on Communication Manager via AES. Testing involves two Altitude uCI™ agents

logging in going ready and answering calls as well as being able to make outbound predictive

calls from the Altitude uCI™ desktop. Agents utilize the telephony functionality on

Communication Manager using the Altitude uCI™ Client desktops.

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.

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2.1. Interoperability Compliance Testing

The interoperability compliance testing included feature and serviceability testing. The feature

testing focused on verifying uCI™ Agent desktop handling of CTI messages in the areas of call

control, event notification and routing. Various types of calls including intra-switch, PSTN,

outgoing and incoming calls are tested. The following call types are tested:

Agent State Control with uAgent

Basic Inbound/Outbound Calls

Basic Hold/Transfer Functionality

Inbound Agent Skillset calls

Outbound Power Dial

Outbound native Predictive, with opt-out on nuisance

Outbound Predictive with SIP trunk to Altitude Call Classifier

Call Flows with SIP IVR

Defence/Failover Testing

2.2. Test Results

All test passed successfully.

2.3. Support

Support from Avaya is available by visiting the website http://support.avaya.com and a list of

product documentation can be found in Section 11 of these Application Notes. Support from

Altitude is available at http://www.altitude.com.

http://support.avaya.com/

http://www.altitude.com/

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3. Reference Configuration

Figure 1 shows the network topology during compliance testing. The Altitude uCI™ Server was

placed on the Avaya Telephony LAN. The AES provides the Altitude uCI™ server CTI

capability on Communication Manager. An agent running the Altitude uCI™ software is used to

answer/make the calls in a call centre environment. SIP trunks between the Altitude uCI™

Server and Session Manager connect the Altitude Communication Server on Altitude uCI™ to

Communication Manager. The Altitude Communication Server is used both for IVR and

predictive dialing.

Figure 1: Network solution of Altitude uCI™ R8.1 and Avaya Aura® Communication

Manager R6.2 with Avaya Aura® Session Manager R6.2 and Avaya Aura® Application

Enablement Services R6.2

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4. Equipment and Software Validated

The following equipment and software was used for the compliance test.

Equipment/Software Release/Version

Avaya Aura® System Manager running on

Avaya S8800 Server R6.2 SP2

Avaya Aura® Communication Manager

running on Avaya S8800 Server R6.2 SP2

Avaya Aura® Session Manager running on

Avaya S8800 Server R6.2 SP2

Avaya Aura® Application Enablement

Services running on Avaya S8800 Server R6.2 SP2

Avaya one-X® 96xx Series Deskphone 96xx H.323 Release 3.1 SP2

Avaya one-X® 96xx Series Deskphone 96xx SIP Release 2.6 SP3

Altitude uCI™ 8 running on Windows

2008 Server with MS SQL Server

- Assisted Server

- Altitude Telephony Gateway

- uSupervisor

- uAgent Windows

- Altitude Communication Server

8.1 Update 107

Windows Internet Explorer

V9.0

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5. Configure Avaya Aura® Communication Manager

It is assumed that a fully functioning Communication Manager is present with the necessary

licensing. For further information on the configuration of Communication Manager please see

Section 11 of these Application Notes.

The following sections go through the configuration of:

System features

Feature Access Codes

Hunt Groups, Call Vectors and Vector Directory Numbers

Class of Restriction

Agent Logins

Agent Stations

Phantom Stations

Node-Names

Transport Link for Avaya Aura® Application Enablement Services Connectivity

CTI link for TSAPI Service

5.1. Verify System Features

Use the display system-parameters customer-options command to verify that Communication

Manager has permissions for features illustrated in these Application Notes. On Page 3, ensure

that Computer Telephony Adjunct Links? is set to y as shown below.

display system-parameters customer-options Page 3 of 11

OPTIONAL FEATURES

Abbreviated Dialing Enhanced List? y Audible Message Waiting? y

Access Security Gateway (ASG)? n Authorization Codes? y

Analog Trunk Incoming Call ID? y CAS Branch? n

A/D Grp/Sys List Dialing Start at 01? y CAS Main? n

Answer Supervision by Call Classifier? y Change COR by FAC? n

ARS? y Computer Telephony Adjunct Links? y

ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? y

ARS/AAR Dialing without FAC? y DCS (Basic)? y

ASAI Link Core Capabilities? n DCS Call Coverage? y

ASAI Link Plus Capabilities? n DCS with Rerouting? y

Async. Transfer Mode (ATM) PNC? n

Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? y

ATM WAN Spare Processor? n DS1 MSP? y

ATMS? y DS1 Echo Cancellation? y

Attendant Vectoring? y

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On Page 6, verify the following customer options are set to y as shown below.

ACD? to y

Vectoring (Basic)? to y

Expert Agent Selection (EAS)? to y

display system-parameters customer-options Page 6 of 11

CALL CENTER OPTIONAL FEATURES

Call Center Release: 6.0

ACD? y Reason Codes? y

BCMS (Basic)? y Service Level Maximizer? n

BCMS/VuStats Service Level? y Service Observing (Basic)? y

BSR Local Treatment for IP & ISDN? y Service Observing (Remote/By FAC)? y

Business Advocate? n Service Observing (VDNs)? y

Call Work Codes? y Timed ACW? y

DTMF Feedback Signals For VRU? y Vectoring (Basic)? y

Dynamic Advocate? n Vectoring (Prompting)? y

Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y

EAS-PHD? y Vectoring (3.0 Enhanced)? y

Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y

Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y

Lookahead Interflow (LAI)? y Vectoring (CINFO)? y

Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? y

Multiple Call Handling (Forced)? y Vectoring (Holidays)? y

PASTE (Display PBX Data on Phone)? y Vectoring (Variables)? y

5.2. Define Feature Access Codes (FAC)

Use the change feature-access-codes command to define the required access codes. On Page 5

define a FAC for each of the following:

Aux Work Access Code: When activated this feature will set the ACD agent to an

Auxilary work state, this is the default state for an agent upon first login.

After Call Work Access Code: When activated this feature will set the ACD agent to an

ACW or „not ready‟ work state, this is the default state for an agent upon call completion

when using manual-in.

Login Access Code: This feature allows ACD agents to log in to an extension.

Logout Access Code: This feature allows ACD agents to log out of an extension.

Manual-in Access Code: When activated this feature will set the ACD agent to a state

where they are available to handle calls, upon completion of a call the agent will be

unavailable until the feature is activated again.

change feature-access-codes Page 5 of 10

FEATURE ACCESS CODE (FAC)

Call Center Features

AGENT WORK MODES

After Call Work Access Code: *36

Assist Access Code: *37

Auto-In Access Code: *38

Aux Work Access Code: *39

Login Access Code: *40

Logout Access Code: *41

Manual-in Access Code: *42

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5.3. Administer Hunt Groups, Call Vectors and Vector Directory Numbers

In order for calls to be routed to agents, Hunt Groups (skills) Vectors and Vector Directory

Numbers (VDN) must be configured.

5.3.1. Hunt Groups

Enter the add hunt-group n command where n in the example below is 33. On Page 1 of the

hunt group form, assign a Group Name and Group Extension valid under the provisioned dial

plan. Set the following options to y as shown below.

ACD to y

Queue to y

Vector to y

add hunt-group 33 Page 1 of 4

HUNT GROUP

Group Number: 33 ACD? y

Group Name: Altitude Inbound Queue? y

Group Extension: 3330 Vector? y

Group Type: ucd-mia

TN: 1

COR: 1 MM Early Answer? n

Security Code: Local Agent Preference? n

ISDN/SIP Caller Display:

Queue Limit: unlimited

Calls Warning Threshold: Port:

Time Warning Threshold: Port:

On Page 2, set the Skill field to y as shown below.


HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180

AAS? n

Measured: none

Supervisor Extension:

Controlling Adjunct: none

Timed ACW Interval (sec):

Multiple Call Handling: none

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Repeat the step above to create a hunt group for an outbound service, hunt group 34 is shown

below.


HUNT GROUP

Group Number: 34 ACD? y

Group Name: Altitude Outbound Queue? y

Group Extension: 3340 Vector? y

Group Type: ucd-mia

TN: 1

COR: 1 MM Early Answer? n

Security Code: Local Agent Preference? n

ISDN/SIP Caller Display:

Queue Limit: unlimited

Calls Warning Threshold: Port:

Time Warning Threshold: Port:

On Page 2, set the Skill field to y as shown below.


HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180

AAS? n

Measured: none

Supervisor Extension:

Controlling Adjunct: none

Timed ACW Interval (sec):

Multiple Call Handling: none

5.3.2. Vectors

Enter the add vector n command, where n is the vector number. Enter the vector steps to queue

to skill 33 as shown below. Skill 33 relates to the skill enabled hunt group configured previously.

add vector 3 Page 1 of 6

CALL VECTOR

Number: 3 Name: Altitude In

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n

Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y

Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

Variables? y 3.0 Enhanced? y

01 adjunct routing link 1

02 wait-time 5 secs hearing silence

03 queue-to skill 33 pri m

04 wait-time 999 secs hearing ringback

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The above step may also be used to create a Vector for the Outbound service, shown below

add vector 4 Page 1 of 6

CALL VECTOR

Number: 4 Name: Altitude Outb

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n

Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y

Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

Variables? y 3.0 Enhanced? y

01 adjunct routing link 1

02 wait-time 5 secs hearing silence

03 queue-to skill 34 pri m

04 wait-time 999 secs hearing ringback

5.3.3. Vector Directory Numbers (VDN)

Enter the add vdn n command, where n is an available extension number. On Page 1 assign a

Name for the VDN and set the Vector Number to the relevant vector.

add vdn 3300 Page 1 of 3

VECTOR DIRECTORY NUMBER

Extension: 3300

Name*: Altitude Inbound

Destination: Vector Number 3

Attendant Vectoring? n

Meet-me Conferencing? n

Allow VDN Override? n

COR: 1

TN*: 1

Measured: none

VDN of Origin Annc. Extension*:

1st Skill*:

2nd Skill*:

3rd Skill*:

The above step may also be used to create a VDN for the Outbound service, shown below

add vdn 3400 Page 1 of 3

VECTOR DIRECTORY NUMBER

Extension: 3400

Name*: Altitude Outbound

Destination: Vector Number 4

Attendant Vectoring? n

Meet-me Conferencing? n

Allow VDN Override? n

COR: 1

TN*: 1

Measured: none

VDN of Origin Annc. Extension*:

1st Skill*:

2nd Skill*:

3rd Skill*:

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5.4. Administer Class of Restriction

Enter the change cor 1 command where 1 corresponds to the Class of Restriction assigned to the

agent login IDs in Section 5.5. On Page 1, set the Direct Agent Calling to y. This will allow

agents to be called directly once they are logged in.

change cor 1 Page 1 of 23

CLASS OF RESTRICTION

COR Number: 1

COR Description: Default

FRL: 0 APLT? y

Can Be Service Observed? y Calling Party Restriction: none

Can Be A Service Observer? y Called Party Restriction: none

Time of Day Chart: 1 Forced Entry of Account Codes? n

Priority Queuing? n Direct Agent Calling? y

Restriction Override: all Facility Access Trunk Test? n

Restricted Call List? n Can Change Coverage? n n

5.5. Administer Agent Logins

Enter the add agent-loginID n command; where n is an available extension number. Enter a

descriptive name for the agent in the Name field. Ensure the COR field is set to 1 which relates

to the COR configured in Section 5.4. The Auto Answer field is set to station except for those

logins that will be used for outbound services. In that case, the field will be set to all.

add agent-loginID 4401 Page 1 of 3

AGENT LOGINID

Login ID: 4401 AAS? n

Name: Altitude Agent 1 AUDIX? n

TN: 1 LWC Reception: spe

COR: 1 LWC Log External Calls? n

Coverage Path: AUDIX Name for Messaging:

Security Code:

LoginID for ISDN/SIP Display? n

Password:

Password (enter again):

Auto Answer: station

MIA Across Skills: system

On Page 2, assign a skill to the agent by entering the relevant hunt group number created in

Section 5.3.1 for SN and entering a skill level of 1 for SL. In this case, an agent is able to handle

both inbound and outbound calls is created. Set the Direct Agent Skill to the Inbound hunt

group 33.

change agent-loginID 4401 Page 2 of 3

AGENT LOGINID

Direct Agent Skill: 33 Service Objective? n

Call Handling Preference: skill-level Local Call Preference? n

SN RL SL SN RL SL SN RL SL SN RL SL

1: 33 1 16: 31: 46:

2: 34 1 17: 32: 47:

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5.6. Configure Agent Stations

For each station that agents will log in to, enter the command change station n, where n is the

station extension. On Page 4, the following buttons must be assigned as shown below:

aux-work – Agent is logged in to the ACD but is not available to take a call.

manual-in – Agent is available to accept ACD calls.

after-call – Agent state after the ACD call is completed. The agent is not available.

release – State when the call is dropped.

change station 2000 Page 4 of 5

STATION

SITE DATA

Room: Headset? n

Jack: Speaker? n

Cable: Mounting: d

Floor: Cord Length: 0

Building: Set Color:

ABBREVIATED DIALING

List1: List2: List3:

BUTTON ASSIGNMENTS

1: call-appr 5: manual-in Grp:

2: call-appr 6: after-call Grp:

3: call-appr 7: release

4: aux-work RC: Grp: 8::

5.7. Display Node-Names IP

Display the procr IP Address by using the command display node-names ip and noting the IP

address for the procr and the AES (aes62vmpg).

display node-names ip Page 1 of 2

IP NODE NAMES

Name IP Address

SM100 192.168.50.16

aes62vmpg 10.10.40.10

default 0.0.0.0

g250-dcp 192.168.50.18

procr 192.168.50.13

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5.8. Configure Transport Link for Avaya Aura® Application Enablement Services Connectivity

To administer the transport link to AES use the change ip-services command. On Page 1 add an

entry with the following values:

Service Type: should be set to AESVCS

Enabled: set to y

Local Node: set to the node name assigned for the procr in Section 5.7.

Local Port Retain the default value of 8765.

change ip-services Page 1 of 4

IP SERVICES

Service Enabled Local Local Remote Remote

Type Node Port Node Port

AESVCS y procr 8765

Go to Page 4 of the ip-services form and enter the following values:

AE Services Server: Name obtained from the AES server, in this case aes62vmpg

Password: Enter a password to be administered on the AES server

Enabled: Set to y

Note: The password entered for Password field must match the password on the AES server in

Section 6.2. The AE Services Server should match the administered name for the AES server,

this is created as part of the AES installation, and can be obtained from the AES server by typing

uname –n at the Linux command prompt.

change ip-services Page 4 of 4

AE Services Administration

Server ID AE Services Password Enabled Status

Server

1: aes62vmpg ******** y idle

2:

3:

5.9. Configure CTI Link for TSAPI Service

Add a CTI link using the add cti-link n command. Enter an available extension number in the

Extension field. Enter ADJ-IP in the Type field, and a descriptive name in the Name field.

Default values may be used in the remaining fields.

add cti-link 1 Page 1 of 3

CTI LINK

CTI Link: 1

Extension: 2002

Type: ADJ-IP

COR: 1

Name: aes62vmpg

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6. Configure Avaya Aura® Application Enablement Services

Application Enablement Services enable Computer Telephony Interface (CTI) applications to

control and monitor telephony resources on Communication Manager. Application Enablement

Services receive requests from CTI applications, and forwards them to Communication Manager.

Conversely, Application Enablement Services receive responses and events from

Communication Manager and forwards them to the appropriate CTI applications.

This section assumes that installation and basic administration of the Application Enablement

Services server has been performed. The steps in this section describe the configuration of a

Switch Connection, creating a CTI link for TSAPI, and a CTI user. For further information on

Avaya Application Enablement Services please refer to Section 11 of these Application Notes.

6.1. Configure Switch Connection

Launch a web browser, enter https://<IP address of AES server> in the URL, and log in with

the appropriate credentials for accessing the Application Enablement Services Management

Console page.

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Click on Communication Manager Interface Switch Connections in the left pane to invoke

the Switch Connections page. A Switch Connection defines a connection between the

Application Enablement Services server and Communication Manager. Enter a descriptive name

for the switch connection and click on Add Connection.

The next window that appears prompts for the Switch Password. Enter the same password that

was administered on Communication Manager in Section 5.8. Default values may be used in the

remaining fields. Click on Apply.

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After returning to the Switch Connections page, select the radio button corresponding to the

switch connection added previously, and click on Edit PE/CLAN IPs.

Enter the IP address of procr used for Application Enablement Services connectivity from

Section 5.7, and click on Add Name or IP.

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6.2. Configure TSAPI CTI Link

Navigate to AE Services TSAPI TSAPI Links to configure the TSAPI CTI link. Click

the Add Link button to start configuring the TSAPI link.

Select the switch connection using the drop-down menu. Select the switch connection

configured in Section 6.1. Select the Switch CTI Link Number using the drop-down menu.

The CTI link number should match with the number configured in the CTI-link in Section 5.9.

Click Apply Changes.

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6.3. Configure CTI User

Navigate to User Management Add User. On the Add User page, provide the following

information:

User Id

Common Name

Surname

User Password

Confirm Password

Select Yes using the drop-down menu on the CT User field. This enables the user as a CTI user.

Click the Apply button (not shown here) at the bottom of the screen to complete the process.

Default values may be used in the remaining fields.

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Once the user is created, navigate to the Security Security Database CTI Users List

All Users page. Select the User ID created previously, and click the Edit button to set the

permission of the user.

Provide the user with unrestricted access privileges by checking the Unrestricted Access check

box. Click the Apply Changes button.

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Navigate to the Security Security Database Tlinks page and verify the Tlink name. The

following screen shows the Tlink used during the compliance test.

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7. Configure Avaya Aura® Session Manager

The Altitude uCI™ solution uses SIP IVR and so a SIP Entity must be created for the Altitude

SIP IVR in Session Manager. In order to make changes in Session Manager a web session to

System Manager is opened. Navigate to http://<System Manager IP Address>/SMGR, enter the

appropriate credentials and click on Log On as shown below.

7.1. Administer SIP Domain

SIP domains are created as part of Session Manager basic configuration. There will be at least

one SIP domain for which System Manager is the authoritative SIP controller. In these sample

notes it is devcon.avaya. Navigating from the Home screen, under the Elements section click

Routing Domains New enter the domain Name, set the Type as sip and click Commit.

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7.2. Administer Location

Session Manager uses the origination location to determine which dial patterns to look at when

routing a call. Navigate to Home Elements Routing Locations New enter an

identifying Name, as shown below.

At the bottom of the same page the Location Pattern is defined. Click Add and enter the IP

address range used to logically identify the location. In this case the IP Address Pattern is

192.168.50.* as shown below. Click Commit when done.

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7.3. Configuration of Altitude SIP Entity

Log into System Manager as described above, click on SIP Entities in the left window and New

in the main window highlighted below.

Enter the information for the new SIP entity as shown below and click on Commit once

finished.

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Add a new entity link by selecting Entity Links from the left window and New from the main

windows as shown below.

Enter the information for the Altitude Entity link selecting UDP as the Protocol. Click Commit

once finished.

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Enter a new routing policy for Altitude by selecting Routing Policies in the left window and

New in the main window and shown below.

Enter a suitable Name and click on Select highlighted under SIP Entity as Destination.

Select the Altitude SIP Entity and click on Select.

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With the SIP Entity as Destination now selected click on Commit.

To add a new Dial Pattern, select Dial Patterns from the left window and New in the main

window.

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Enter the number to be routed into Pattern and select length of the number in digits. Enter the

SIP Domain as was configured above. Select Add under the Originating Locations and

Routing Policies.

Select the location (DevconLAB) that was created above and the Routing Policy (Altitude).

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Now with the correct Originating Locations and Routing Policies selected, click on Commit

top finish.

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8. Configure Altitude uCI™ Assisted Server

Note: Windows Internet Explorer R9.0 is the only supported version with this release of Altitude

uCI™.

Open a web session to http://<server IP Address>/uSupervisorWebApp. Enter the proper

credentials and select the Assisted Server to log into and click on Login.

Once logged in select Configuration as highlighted below.

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Expand More Options in the left window and select Telephony Gateways.

Select the “+” icon that is highlighted below to add the Avaya Telephony Gateway.

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Select Avaya Communication Manager TSAPI (EAS) as the Model from the drop down

menu.

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A name for the gateway is mandatory in this case Avaya Test was chosen. Auto startup is

ticked by default to automatically launch the gateway. The process name is left as the default

selection. Under Switch Connection enter the information as shown below, this is information

that is used to connect to the AES this can be obtained from the AES as shown in Section

6.3.Click on the + icon highlighted beside Site to add a new site.

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Select the + con highlighted below.

Enter a suitable name for the new site and click on Finish.

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Highlight the newly created site and click on Select.

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Select Next without filling in any information.

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These settings are typical for most Contact Centre‟s but can be changed by the Contact Centre

administrator at any stage depending on how the agents are to answer the calls. Select Next.

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Click on the + icon highlighted below. Select the extension range that is to be monitored, using

the extensions as configured in Section 5.6. Tick the Use ACD Login box as shown below.

Click on Next once finished.

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There were no routing points configured for this specific compliance testing so click on Next.

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If there are stations or VDN‟s that need to be permanently monitored regardless of Agent login

these are selected below, in this case none were selected. Click Next to continue.

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If there are virtual stations that are required for predictive outbound campaigns these are added

here. Click Next to continue.

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A call classifier was setup for outbound campaigns for predictive dialing. Select the + icon and

enter the IP Address of the Altitude Communication Server in this case it will be the same as the

Altitude Assisted Server and the Device is the number that was created in the Communication

Server. The Dialing prefix is the number used to get to the PSTN from the Altitude

Communication Server. An outbound rule was created in the Altitude Communication Server to

route calls with this prefix to the Session Manager, using the same dialing prefix. Click on

Finish once completed.

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8.1. Configuring Campaigns

Log in to Altitude uCI™ Supervisor as done above in Section 7. Select Campaigns from the left

window and select the + icon in the main window.

Enter a suitable Name for the campaign and click on the “Search” icon highlighted under

Service.

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Click on the New icon highlighted and enter a suitable Name for the service and click on Finish.

Once saved select the newly created campaign as highlighted.

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Select Business RulesTelephonyTelephony Gateways. Click on new icon.

Assign the newly created telephony gateway to this campaign as shown in the screen below.

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Right-click on the telephony gateway and select properties.

Ensure that Switch agent state control is ticked to allow wrap-up on calls coming to the VDN.

Fill in the predictive dialing VDN, using the numbers defined in Section 5.3.3 (e.g. 3400), to

enable native predictive dialing.

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Select Inbound under Operational Profile in the left column as highlighted below. VDN 3300

is added to Dnis and Monitored Devices by clicking on the + icons for each (not shown).

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8.2. Adding Agents to Assisted Server

Select Contact CenterCenter in the left window and NewAdd an Agent in the right window.

Enter the suitable credentials noting the Switch agent id is 4400 as configured in Section 5.5.

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8.3. Configuring Altitude Communication Server

Open a web session to the Communication Server using http://<Communication Server IP

Address>:8080. Enter the proper credentials and click on Login.

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Once logged in click on Configuration Helpers and SIP based IVRs.

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Enter the information for the Session Manager into SIP trunk(S) IP address(es), enter the

number of trunks to be created and click on Generate. Note the number entered for the Hunt

group is that which was entered into the dial pattern in Section 7.3.

The example below assumes that the following items were already configured in Altitude uCI™:

An Altitude Communication Server telephony gateway, assigned to a campaign targeting

IVR agents;

IVR agents with extensions 1500-1509, assigned to the same campaign;

IVR script assigned to the same campaign.

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The screen below shows the SIP trunks being generated. Click on OK once completed.

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8.4. Setup of Call Classifier on Communication Server

Under Devices Select the Add icon beside Call Classifiers.

Enter the number that was entered in Section 8 in the „Add call classifier devices‟ screen (6000).

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9. Verification Steps

The following steps can be taken to ensure that connections between Communication Manager,

AES, and Altitude uCI™ are configured correctly. The steps described in this section are enough

to verify delivery of inbound agent skillset calls. For other features and call flows, consult the

Technical Documentation of both products.

9.1. Verify Avaya Aura® Communication Manager CTI link

Verify the status of the administered CTI link by using the status aesvcs cti-link command.

Verify the Service State is established for the CTI link number administered in Section 5.10, as

shown below.

status aesvcs cti-link

AE SERVICES CTI LINK STATUS

CTI Version Mnt AE Services Service Msgs Msgs

Link Busy Server State Sent Rcvd

1 no down 0 0

4 4 no aes established 15 15

9.2. Verify Avaya Aura® Application Enablement Services CTI link

From the Application Enablement Services Management Console web pages, verify the state of

the TSAPI Service is set to ONLINE by selecting Status from the left pane.

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9.3. Verify Altitude Server is running correctly

Log in to the Supervisor web session as shown in Section 7 above. Navigate to configuration and

select Telephony Gateways in the left column. The following screen shows that two gateways

are currently in operation avaya1 and acs1.

Open a log file located at C:\ProgramData\Altitude\Altitude uCI 8.1\Altitude Assisted

Server\easy\Logs.

If there are any issues with connecting to the AES server then this will be displayed in the log

file.

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9.4. Verify Altitude uCI™ Client has call control

Log in to the Agent uCI. Enter the proper credentials and click on Log in.

Enter the extension number to be monitored and click on Start.

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The following screen appears once logged in correctly.

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Once a call is delivered to the VDN the following screen is popped to the agent.

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10. Conclusion

These Application Notes describe the configuration steps required for Altitude uCI™ from

Altitude Software with Avaya Aura® Communication Manager R6.2 and Avaya Aura®

Application Enablement Services R6.2 to control Agents logged into Avaya Aura®

Communication Manager. All test cases were completed successfully. Please refer to Section 2.2

for test results and observations.

11. Additional References

This section references documentation relevant to these Application Notes. The Avaya product

documentation is available at http://support.avaya.com where the following documents can be

obtained.

[1] Administering Avaya Aura® Communication Manager, Document ID 03-300509

[2] Avaya Aura® Communication Manager Feature Description and Implementation,

Document ID 555-245-205

[3] Avaya Aura® Application Enablement Services Administration and Maintenance Guide Release 6.2

All information on the product installation and configuration of Altitude uCI™ can be found at

http://www.altitude.com

http://support.avaya.com/

http://www.altitude.com/

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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

DevConnect Program at [email protected].

mailto:[email protected]

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