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Release 3
February 2008
385A0284-09 Rev. A1
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385A0284-09 Rev. A1
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Revision History
Integration with CVLAN
2
Switch Configuration Guidelines 29
Connecting the Main Distribution Frame (MDF) . . . . . . . . . . . . . . . . . . . . . . 30
Configuring DS1 Cards for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . 31
Connecting DS1 Card Recording Inputs . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Contents 7
3
Preparing the Avaya Environment 43
Preparing the AES environment for CVLAN . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configure the Switch on AES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Configuring the AES on the ACM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Define the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configure the CTI Link Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Verify the CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
4
Integrating Avaya CVLAN with NICE Perform 49
Installing the CVLAN Client on the NICE Interaction Center. . . . . . . . . . . . . 50
Before You Begin the Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CVLAN Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CVLAN Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Configuration Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CTI Interface Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Connection Manager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Switch Driver Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Configuring the CTI Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Installing the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
5
Troubleshooting 91
Open Case Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Missing Login/Logout Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Missing VDN Information in Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Contents 8
6
NICE Testing and Debugging Tools 101
NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Setting Up the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Accessing the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 113
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 117
Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
CAPI Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
CAPI Spy Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Changing Connection Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
CTi Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Contents 9
Index 149
Contents 10
This guide describes the integration between the NICE Interaction Center and the Avaya CVLAN
Interface, when setting up a NICE Perform system.
NOTE: For an updated list of supported versions, refer to the Integration Description
Document (IDD).
Contents
Chapter 1: Introduction 11
Connect
NiceLog High Density Logger Interaction Capture Unit (ICU) NICE VoIP Logger
Install NMS
NOTE:
Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform
site installation workflow.
The Site Installation Workflow Guide provides general guidelines and procedures for
installing NICE Perform at your site, and indicates the exact point during site installation
at which to perform switch integrations.
Chapter 1: Introduction 12
Chapter 1: Introduction 13
Integration Description
Below is a summary of the Avaya CVLAN integration.
Supported interface For an updated list of supported versions, refer to the Integration
versions Description Document (IDD).
Fields available for For a list of available fields, see Supported Database Fields
call search on page 24.
Chapter 1: Introduction 14
System Architecture
The CVLAN Client must be installed on the NICE Interaction Center. The NICE Interaction
Center communicates with the CVLAN Interface configured on the AES server, as illustrated in
the diagram below.
Figure 1-1 Avaya CVLAN Integration Architecture
Avaya
AES/CVLAN
Communication
AVAYA Server
Manager (ACM)
Environment Media Server
Media Server
Analog / Digital Agent
E1/T1 Trunks Media IP Extensions
Gateway
CLAN
LAN
Logger
connection is
dependant on
recording
method
Client
Workstation Analog / Digital
Agent IP
AES/CVLAN
Extensions
NICE Client
Environment NMS Server
Components
• Avaya Communication Manager (ACM): Avaya call processing software.
The ACM includes the following components:
• Media Server: The Media Server runs the ACM software, and performs real-time
management of the calls.
• Media Gateway: The Media Gateway performs signaling and audio conversion. It is
controlled by the Media Server and hosts the interface cards (analog, digital, CLAN,
MedPro and so on).
• CVLAN: CVLAN is an Application Programming Interface (API) that enables applications to
communicate with the Avaya Communication Manager (ACM). That is, to send and receive
ASAI-IP Messages over shared ASAI-IP links on TCP/IP (see page 14 for supported interface
versions).
CVLAN consists of two components, a CVLAN Client and a CVLAN Server:
• The CVLAN Client must be installed on the NICE Interaction Center. It provides clients
with access to the ACM via the CVLAN Server.
Chapter 1: Introduction 15
• The CVLAN Server provides LAN connectivity to remote workstations that require
access to the CVLAN API.
• CLAN (Control LAN): Connects the ACM to the client LAN, which gives the ability for the
IP phones and the AES to communicate over TCP/IP with the ACM. The CLAN includes a
10/100 BaseT Ethernet interface. It simplifies the connections between adjunct equipment and
the Communication Manager and provides TCP/IP connectivity over Ethernet connections to
applications, such as the AES, IP phones and soft phones.
• Avaya AES (Application Enablement Services): is a platform capable of running the
following services:
• TSAPI
• CVLAN
• DMCC (Device Media Call Control)
• SMS (System Management Service)
• Logger: The Logger is a digital voice logging system. Loggers continuously and
simultaneously record and archive audio from multiple sources. Audio is recorded to the hard
drive of the Logger for immediate playback capability.
• NICE Interaction Center (CLS): The NICE Interaction Center communicates with the Avaya
switch via CVLAN. Through communication with the CVLAN Interface configured on the
AES server, the NICE Interaction Center learns the call status, monitors call events and stores
them in its databases. A user can then query its database, find a call and play it back.
Chapter 1: Introduction 16
Recording Modes
Depending on your CTI switch configuration, the following recording modes are available:
• Total Recording Records all calls for all connected inputs: All calls
(agent-to-customer, customer-to-agent, and agent-to-agent) are
recorded. This type of recording is used for resolving disputes.
When Total Recording is implemented in a Trunk-side
configuration, internal (agent-to-agent) calls are not recorded.
• Interaction-Based Records selected calls (interactions) based on filter criteria: The
Recording user selects complete or parts of calls to be recorded according
to a predefined schedule or criteria (for example, calls to and
from the sales department).
Interaction-Based Recording can be:
• Rule-Based
• Statistical for QM
• ROD (Recording on Demand)
Recording Methods
The following recording methods are available:
• Extension-side recording - NiceLog connects directly to the extensions and taps them. This
connectivity is usually used for Total Recording. See Extension-Side Recording
Architecture on page 18 for details.
• Trunk-side recording - NiceLog connects to trunks. This connectivity is used for Total
Recording and Selective Recording. See Trunk-Side Recording Architecture on page 19 for
details.
• DMCC-Based Active VoIP Recording - Audio packets are sent directly to the NICE VoIP
Logger’s IP address. This connectivity is used for Total Recording, Selective Recording and
ROD. See DMCC-Based Active VoIP Recording Architecture on page 20 for details.
• Active VoIP Recording with VRG
• Passive VoIP Recording - NICE VoIP Logger receives sniffed (or mirrored) audio packets.
This connectivity is used for Total Recording, Selective Recording and ROD. See Passive
VoIP Recording Architecture on page 22 for details.
Chapter 1: Introduction 17
AVAYA
Environment Avaya
Communication
Media Server
Manager (ACM)
Media Server Main Distribution Analog / Digital
Media Server Frame (MDF) Agent Extensions
Media Server
Media
E1/T1 Trunks Gateway AES/CVLAN
Server
CLAN
LAN
AES/CVLAN
Client
NICE NMS Server
Client
Environment Workstation
NICE Interaction
Center (CLS) Logger
• The NiceLog Logger is connected to each extension of the switch the customer wants to
record. The Logger input is connected to the main Distribution Frame (MDF).
• The CTI server sends call data in real time as each call is initiated. The NICE Interaction
Center determines whether or not to record the call.
Customer Requirements
Chapter 1: Introduction 18
IMPORTANT
Trunk-side recording requires:
Avaya Communication Manager switch software version G3v8.01.0.028.0 or higher
The Avaya switch sends the Trunk ID to the NICE Interaction Center via the CVLAN Interface.
NICE Interaction Center also receives call data that can be used in queries to retrieve specific calls.
Figure 1-3 Trunk-Side Recording Configuration
Avaya
Communication AES/CVLAN
AVAYA Manager (ACM) Server
Environment Media Server
Media Server
Analog / Digital
Agent IP
E1/T1 Trunks Media Extensions
Gateway
CLAN
LAN
ETAI
Client
Analog /
Workstation
Digital Agent
AES/CVLAN
IP Extensions
NICE Client
Environment NMS Server
Supported Trunks
• CO • ISDN-PRI
• DID • R2MFC
• ISDN-BRI • Tie
Chapter 1: Introduction 19
Customer Requirements
Media
Gateway
MedPro
CLAN
LAN
NICE
Environment Media Provider
Controller AES/CVLAN
NMS Server Client
Client
Workstation
Logger NICE Interaction Center (CLS)
Avaya Components
• DMCC: Provides recording hooks which serve third-party integrations. In the NICE Systems
integration with the DMCC environment, the DMCC connector server enables registration of
soft/DMCC VE phones to the ACM. These soft/DMCC VE phones then observe extensions
that are set to be recorded in the ACM System. The observed phones can be any type of phone
- IP, digital, or analog.
• IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local
stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT
Ethernet interface.
Chapter 1: Introduction 20
• Phones:
• Traditional phones (analog and digital) are supported by all the Media Gateways (that
include the appropriate boards or modules).
• IP phones and soft/DMCC Virtual Extension (VE) phones.
NICE Components
• Avaya DMCC Media Provider Controller: Handles the Avaya DMCC integration
observations techniques and has multi DMCC Interfaces at a time (more than one AES).
• NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively
capture, evaluate, analyze and improve multimedia interactions taking place on an IP network.
It provides VoIP recording solutions to customers that are deploying IP telephony networks,
enabling them to enhance customer experience management over converging networks.
The NICE VoIP recording technology is fully integrated within NICE's current product line,
providing intelligent recording of VoIP interactions for Total Recording, Selective Recording,
Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be
saved, archived, queried, and played back as easily as analog or digital recorded audio.
Chapter 1: Introduction 21
NOTE: Use SMS, Push and SNMP VoIP drivers in a dynamic IP address environment.
MedPro
CLAN
LAN LAN
Switch
NICE
Environment
AES/CVLAN
NMS Server Client
Avaya Components
• IP Media Resource (or MedPro board): Provides VoIP audio access to the switch for local
stations and for outside trunks. It is on an H.323 audio platform and includes a 10/100 BaseT
Ethernet interface.
• Phones:
• Traditional phones (analog and digital) are supported by all the Media Gateways (that
include the appropriate boards or modules).
• IP phones and soft/DMCC Virtual Extension (VE) phones.
Chapter 1: Introduction 22
Customer Components
• LAN Switch (Local Area Network Switch): are a fundamental part of most networks. LAN
switches enable several users to send information over a network. In a LAN Switch
environment, users can send information at the same time and do not slow each other down.
The LAN Switch environment allows different nodes of a network to communicate directly
with each other.
NICE Components
• NICE VoIP Logger: The NICE VoIP recording solution enables customers to effectively
capture, evaluate, analyze and improve multimedia interactions taking place on an IP network.
It provides VoIP recording solutions to customers that are deploying IP telephony networks,
enabling them to enhance customer experience management over converging networks.
The NICE VoIP recording technology is fully integrated within NICE's current product line,
providing intelligent recording of VoIP interactions for Total Recording, Selective Recording,
Recording on Demand, and Quality Management. Once the VoIP audio is recorded, it can be
saved, archived, queried, and played back as easily as analog or digital recorded audio.
• Span/Mirror Port: The process whereby all received and transmitted packets are copied from
one or more source ports to a predefined destination port/s (Logger port).
• SMS (System Management Service): Enable Web Service access to managed objects on the
ACM. This service enables its clients to display, list, add, change and remove specific
managed objects on the ACM.
• Push: The driver uses a Web Server (IIS which is usually defined on the CLS machine) to
interrogate the VoIP phones for their IP address and extension. The Driver does this at
predefined time intervals and uses an XML format.
The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are
Push enabled so they respond to a Push get request. Using this solution, a Web Server (IIS,
usually defined on the NICE Interaction Center), contains a ResponseAddress.xml file. This
XML file includes an Identification command. The H.323 RAS driver sends a Push message
to the VoIP phones. The message includes the IP address of the Web Server (where the XML
file is located) and the VoIP Phone reads the XML file and replies with an identification (IP
address and extension number).
• SNMP: The Driver acts like an SNMP manager and polls the VoIP phones for their IP
addresses and extension. The Driver does this at predefined time intervals.
The Avaya 4620, 4621, 4610 and 4610SW VoIP phone types with firmware version 2.1 are
SNMP managed so they respond to an SNMP get request. According to the phones MIB (the
SNMP interface between the agent and the SNMP manager), the extension number and the IP
Address can be queried. NICE implemented a mechanism that sends SNMP queries from the
NICE Interaction Center to a range of IP addresses of the phones, to get this information.
Chapter 1: Introduction 23
NOTE: All the fields depend on whether the switch reports the information.
The external party phone number for a call could be #####. (#####) is the default trunk
string value. The switch provides the default trunk string value when a call is delivered
over an analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting
event will contain (#####). Once the call is connected the value can be updated if the
trunk or facility is properly administered.
The phone number/station for an internal call could be *****. (*****) is the default device
string value. The switch will provide the default device string value when it does not
recognise the internal station or if the number was not provided. Applications need to be
able to handle both default string values.
Chapter 1: Introduction 24
Business Data
Business Data is an optional feature of the CLS Server.
When adding Business Data, you must add the following columns to the CLS Server database.
For full details, refer to the Business Data section of the NICE Perform System Administrator’s
Guide.
Chapter 1: Introduction 25
Limitations
This section lists the known limitations of the CVLAN integration.
• The Attendant Console cannot be monitored via CTI and is not supported by Avaya for CTI
events.
• Parked calls feature is not supported.
• CVLAN driver does not fully support bridged appearance scenarios. In some cases, when a
call is routed over ISDN PRI trunk, the switch may report a dialed # on ANI #### instead of #.
• CVLAN supports an ASAI link in the switch and not an ADJLK link.
• In a conference call that has more than one external party and one of the external parties drops
the call, the driver may close the wrong segment.
• Blind conference/transfer limitation: Where a call starts as a call between an external party and
a non-monitored extension, and the non-monitored extension then blind conferences/transfers
the call to an agent, the external party segment is missing. The call is reported as an internal
call between the non-monitored extension and the agent.
• The external party phone number for a call could be #####. (#####) is the default trunk string
value. The switch provides the default trunk string value when a call is delivered over an
analog trunk. In the case of a trunk with the PRI facility (ISDN trunk), the Alerting event will
contain (#####). Once the call is connected the value can be updated if the trunk or facility is
properly administered.
• The phone number/station for an internal call could be *****. (*****) is the default device
string value. The switch will provide the default device string value when it does not recognise
the internal station or if the number was not provided. Applications need to be able to handle
both default string values.
• VDN collecting digits information is not supported.
• Soft Console can not be monitored.
• Whisper feature is not supported.
• The TTI feature enables extension numbers to be moved between different phones. The Avaya
CVLAN uses the native Avaya ASAI link. CTI interfaces do not report CTI information on
phones with the TTI feature and therefore this feature cannot be supported with CVLAN and
AIC integrations.
Chapter 1: Introduction 26
• The NICE integration supports partial VDN information. This is supported when populated in
the CalledDevice or in the LastRedirection fields, in that order, in the CVLAN station
Delivered or Established events.
• The driver reports a logout when an agent has 2 skills and one driver is removed.
Expected Result:
The agent is logged out from one skill only.
Actual Result:
The agent is logged out from both skills.
Customer Implication:
The agent is marked as logged out while in a logged in state.
Chapter 1: Introduction 27
This chapter provides guidelines for configuring the Avaya Communication Manager and Media
Server Switch.
Contents
Avaya
Communication
Manager (ACM)
LC
Extensions
ELC
MDF
Logger
Amphenol Cable
The cable depicted in Figure 2-1 that connects between the MDF and the Logger is an Amphenol
cable terminated on one side by a 50 pin male connector (NiceLog) and by open leads on the other
side (MDF). The MDF connects to the lines (LC and ELC) which connect extensions to the switch.
4 wires
22, 23, 47, 48
50-Pin RJ-45
NOTE: The cable must be long enough to reach the Logger rack, but it should be as
short as possible.
Table 2-1 lists the pin assignments for the Avaya Definity-to-RJ-45 cable.
48 (LO) 2
22 (LI) 4
N/C 3-8
TIP: The slot # is the identity number of the slot in which the DS1 card is installed in
the switch. It is comprised of the cabinet # - shelf # - slot #
Example: 01c12 = cabinet 01, shelf c and slot 12
IMPORTANT
These parameters apply to E1 trunks with a DS1 bit rate of 2 MB.
TIP: The port # is the identity number of the port in the DS1. It is comprised of the
cabinet # - shelf # - slot # - port #.
Example: 01c1201 = cabinet 01, shelf c, slot 12 port 01
TIP: If the Type is not set to 2500, type change station extension # and press Enter.
Then type 2500.
7. Navigate to Page 2 of the Station configuration.
Figure 2-6 Station Configuration - Page 2
TIP: If the mode is not set to All, type change ds1 port # and press Enter. Then
choose All.
NOTE: Refer to Appendix A for a list of parameters that must be set in the Logger for
E1 Instant Callback.
TIP: The slot # is the identity number of the slot in which the DS1 card is installed in
the switch. It is comprised of the cabinet # - shelf # - slot #
Example: 01c12 = cabinet 01, shelf c and slot 12
2. In the screen that appears, set the mandatory parameter values as shown in Table 2-2.
Table 2-2: Instant Callback with E1 Trunk Parameters
Parameter Value
Interface alaw
Companding
CRC n (no)
3. At the command prompt, type the command display trunk-group #, whereby # is the number
of the group designated for Instant Callback.
4. In the screen that appears, specify the parameter values as listed in Table 2-3, and Table 2-4.
Table 2-3: Trunk Group Configuration Parameters
Parameter Value
Direction Incoming
Dial Access? y
Queue Length 0
COR Fill in the appropriate Class or Restriction value for the site
Outgoing Display n
Busy Threshold 99
Auth Code n
Trunk Flash? n
CDR Reports n
TN 1
Parameter Value
Connected to Toll? n
5. Navigate to Page 2 of the same series, and specify the parameter values as listed in Table 2-5.
Table 2-5: Trunk Group Configuration
Parameter Value
ACA Assignment n
Suppress # Outpulsing n
Connected to CO n
Measured none
Internal Alert n
Data Restriction n
Maintenance Tests n
TIP: The slot # is the identity number of the slot in which the DS1 card is installed in
the switch. It is comprised of the cabinet # - shelf # - slot #
Example: 01c12 = cabinet 01, shelf c and slot 12.
2. In the screen that appears, specify the parameter values listed in Table 2-6.
Table 2-6: Instant Callback with T1 Trunk Parameters
Parameter Value
Line Compensation 1
3. At the command prompt, type the command display trunk-group #, whereby # is the number
of the group designated for Instant Callback.
4. In the screen that appears, specify the parameter values listed in Table 2-7 and Table 2-8.
Table 2-7: Trunk Group Configuration Parameters
Parameter Value
Direction Incoming
Dial Access? y
Queue Length 0
COR Fill in the appropriate Class or Restriction value for the site
Outgoing Display n
Busy Threshold 99
Authority Code n
Trunk Flash? n
CDR Reports y
TN 1
Parameter Value
Connected to Toll? n
5. Navigate to Page 2 of the same series, and specify the parameter values listed in Table 2-9.
Table 2-9: Trunk Feature Parameters
Parameters Value
ACA Assignment n
Suppress # Outpulsing n
Connected to CO n
Measured none
Internal Alert n
Data Restriction n
Maintenance Tests n
6. Navigate to Page 3 of the same series, and specify the parameter values listed in Table 2-10,
Table 2-11 and Table 2-12.
Table 2-10: Administer Timers Parameters
Parameter Value
Parameter Value
Tone 350
Pause 150
Parameter Value
PPS 10
Make 40
Break 60
This chapter describes the procedures for installing and configuring the Avaya CVLAN on the
AES Server for use with NICE Perform Release 3.
IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
IMPORTANT
You must install and configure the Avaya CVLAN or AES Server before you install and configure
the NICE Perform Integrations.
Contents
IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
In an AES environment, the AES administrator must prepare the AES-CTI link connections.
Below is a brief overview of the procedures that must be performed by the administrator.
Before you begin, make sure that you are using AES Version 3.0 or higher with the latest service
pack.
To configure IP services:
1. In the Avaya Site Administration, type change ip-services.
Communication Manager displays the IP SERVICES form.
2. Complete Page 1 of the IP SERVICES form, as follows:
a. In the Service Type field, type AESVCS.
b. In the Local Node field type <nodename> where <nodename> is the name of the CLAN
board.
c. In the Local Port field, accept the default (8765) unless you need to change it.
NOTE: If you are adding more than one CLAN for AE Services, repeat Step 2 for
each CLAN you add.
Figure 3-7 OAM: CVLAN Links: Define the IP Address of the NICE Interaction Center as a Client
IMPORTANT
You must install and configure the Avaya CVLAN or AES Server before you install and configure
the NICE Perform integrations.
Contents
IMPORTANT
The AES CVLAN Client is installed regardless of which CVLAN Server is used. If you try and
install another CVLAN Client, the integration will not run.
The AES CVLAN Client must be version 3.1.x.
NOTE:
It is recommended that an Avaya System Administrator be present during the installation to
assist with this phase of the installation.
4. Select the appropriate destination folder and then click Next. The CVLAN client is installed
and the following window appears.
Figure 4-3 CVLAN Wizard - Question
CVLAN Client
CVLAN Client should be AES 3.1.x (refer to Installing the CVLAN Client on the NICE
Interaction Center on page 50).
Configuration Information
To configure the NICE Perform Integrations, you run a series of configuration wizards. Each
configuration wizard requires you to enter some information.
Before running the configurations wizards, you must obtain the necessary information for each of
the following configuration wizards:
SNMP Service
Before installing the switch driver make sure that the SNMP Service is installed on your computer.
The System Administrator appears with a list of NICE components under the Site branch in
the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
3. Set the System Administrator to Technician Mode:
a. In the Organization Tree, select the Organization branch.
6. Click Next.
The General Interface Information window appears.
Figure 4-9 General Interface Information Window
c. Click Apply.
The Name and Physical Switch fields become enabled and the Create button appears.
Figure 4-10 General Interface Information Window
Create
Button
• To a station another agent is logged into - allows more than one agent to log in to one
workstation.
Click to
expand
14. Click the Expand arrow to expand the Switch Connection Details row.
NOTE: You can also create and add additional parameters by clicking the Add button.
18. It is recommended to accept the existing defaults for the CTI Interface Additional Switch
Parameters.
If you need to define existing parameters or to create new ones, see CTI Interface - Additional
Switch Parameters on page 134.
19. Click Next.
The Switch Devices Configuration window appears.
Figure 4-15 Switch Devices Configuration Window
22. In the Device Number field, enter the number you want to assign to the device.
23. From the Device Type drop-down list, choose a device. The devices supported by the Avaya
Communication Manager and Media Server switch are:
• Extension
• ACD (hunt group)
• VDN
• IVR
NOTE:
• When monitoring the IVR, you will receive IVR records. These records are not
usually needed. If you do not want to receive additional IVR records, do not choose
this option.
• If you do not monitor the IVR, you will receive wrong directions in the following
scenario:
A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The
call between the Customer and the Agent will receive the direction outgoing,
instead of incoming.
To add a range of devices, continue with step number 25, otherwise continue with step
number 28.
c. From the Device Type drop-down list, choose a device. The devices supported by the
Avaya Communication Manager and Media Server switch are:
• Extension
• ACD
• VDN
• IVR
NOTE:
• When monitoring the IVR, you will receive IVR records. These records are not
usually needed. If you do not want to receive additional IVR records, do not choose
this option.
• If you do not monitor the IVR, you will receive wrong directions in the following
scenario:
A Customer calls the IVR. The IVR blind transfers the Customer to an Agent. The
call between the Customer and the Agent will receive the direction outgoing,
instead of incoming.
The Summary window displays the CTI Interface name and ID, and the switch type that you
defined.
30. Click Finish to create the CTI Interface.
The System Administrator page reappears. Confirm the new CTI Interface appears in the list
of CTI interfaces.
Figure 4-21 System Administrator Window
For details pertaining to maintaining or changing the CTI Interface or any of its
NOTE:
definitions, refer to the NICE Perform System Administrator’s Guide.
IMPORTANT
To configure the Connection Manager, you must have permission to work in Technician Mode
(see steps 1 through 3 on page 54). You do not need Technician Mode privileges to view
information.
3. Click Next.
The General Information window appears.
Figure 4-25 General Information Window
All available CTI Interfaces are listed in the Available Interfaces area.
11. Select the Interface(s) you want to attach and click the arrow to transfer the Interface(s) to the
Attached Interfaces area.
12. It is recommended to accept the existing defaults for the Configure Connection Manager -
Interface Parameters.
If you need to define existing parameters or to create new ones, see Connection Manager -
Interface Parameters on page 143.
13. Click Next.
The Summary window appears.
14. The Summary window displays the Connection Manager name and ID. Click Finish to create
the Connection Manager.
The System Administrator page reappears and the new Connection Manager appears in the list
of Connection Managers.
For details pertaining to maintaining or changing the Connection Manager or any
NOTE:
of its definitions, refer to the NICE Perform System Administrator’s Guide.
IMPORTANT
To create the Switch Driver, you must have permission to work in Technician Mode (see steps
1 through 3 on page 54). You do not need Technician Mode privileges to view information.
3. Click Next.
The General Information window appears.
4. In the Name field type the name you want to give to the switch driver.
In the ID field enter the ID number you want to give to the switch driver.
5. In the Driver’s Location area, select either the IP Address or the Host Name of the
computer on which the NICE Integrations are installed.
6. Click to expand the Attach CLS row.
All available CLS Servers are listed in the Available CLS area.
7. Select the CLS Server(s) you want to attach and click the arrow to transfer the CLS Server to
the Attached CLS area.
8. It is recommended to accept the existing defaults for the Reporting Levels. If you need to
make changes, see Reporting Levels on page 138.
9. It is recommended to accept the existing defaults for the new Additional Driver Parameters.
If you need to define existing parameters or to create new ones, see Switch Driver - Additional
Parameters on page 145.
10. Click Next.
The Attach Connection Manager and Switches window appears.
Mark
checkbox for
the CTI
Interface
11. Mark the checkbox for the CTI Interface you want to attach to this driver.
NOTE: When you mark the checkbox for the CTI Interface, the checkbox for the
corresponding Connection Manager automatically becomes marked as well. You
cannot mark the checkbox of the Connection Manager by itself.
12. Double-click the CTI Interface you want to attach to this driver.
13. To define Device Mapping and/or Rejected Devices, you must first define them in the Driver
Real Time Plugins window. Expand the Driver Real-Time Plugins row.
The Driver Real-Time Plugins window appears.
Figure 4-35 Driver Real-Time Plugins Window
a. In the Map From Device field, enter the device number you want to map from.
b. In the Map To Device field, enter the device number you want to map to.
c. Click OK.
20. To add a range of devices, continue with step 21, otherwise continue with step 26.
• To define a single device you do not want to record, continue with step number 23.
Chapter 4: Integrating Avaya CVLAN with NICE Perform 78
• To define a range of devices you do not want to record, continue with steps number 24 to
26.
NOTE: You can also add devices from existing .txt files using the Import button. For
details see Importing Text Files on page 136.
23. To define a single device you do not want to record, click the Add button.
The Rejected Device - Add window appears.
Figure 4-41 Rejected Device - Add Window
a. In the Device field, enter the device number you do not want to record.
b. Click OK.
To define a range of devices you do not want to record, continue with step 24, otherwise
continue with step 26.
The Summary window displays the switch driver name and ID.
28. Click Finish to create the new switch driver.
The System Administrator page reappears and the new switch driver appears in the list of
switch drivers.
For details pertaining to maintaining or changing the switch driver or any of its
NOTE:
definitions, refer to the NICE Perform System Administrator’s Guide.
NOTE: It is preferable to install the switch driver now and NOT before the configuration.
3. Click Next.
The Choose Destination Location window appears.
4. Accept the default path, or, if you want to change the folder in which you want to install the
integration files, click Browse, and navigate to the desired folder.
5. Click Next. The Select Integrations window appears.
Figure 4-46 Select Integrations Window
Expand Avaya CM
Mark CVLAN
7. Click Next.
The System Administrator Server Location window appears.
Figure 4-47 System Administrator Server Location Window
Port number
62070 appears
by default.
• In the IP/Name field, type the IP address or the Server (Computer) Name of the System
Administrator server.
• In the Port field, type the location of the System Administrator service.
The associated Port number (62070) appears by default.
8. Click Next.
The Setup Type window appears.
Figure 4-48 Setup Type Window
9. If your site is configured for network user account, leave the default setting, Network User
Account, and continue with Step 11.
10. If you need to configure for a local system account, select Local System Account and
continue with Step 19 on page 87.
11. Click Next.
The Setup Status window appears as the installation program installs the switch driver.
Figure 4-55 Setup Status Window
As part of the installation, the installation program automatically shuts down and then restarts
the SNMP service.
Figure 4-56 SNMP Service Message
Contents
Chapter 5: Troubleshooting 91
Chapter 5: Troubleshooting 92
IMPORTANT
During startup, when the driver initializes, the driver queries the Call Server for monitored
devices. For each device that is currently logged in to the switch, the driver creates a Login
event. The driver sends these Login events to the Call Server. There are no corresponding
Logout events for these Login events. This is the normal behavior of the driver.
Problem:
The CLS did not receive login or logout events from the agent in real-time.
Solution:
Chapter 5: Troubleshooting 93
Solution
To do this:
1. In the System Administrator, verify that you are working in Technician mode: In the
Organization tree, click Organization. Then mark the Technician Mode checkbox and click
Save.
2. In System Administrator, in the Organization tree, under Master Site > CTI Integrations,
expand CTI Interfaces.
3. Select the relevant CTI Interface, and click the Devices tab.
4. Expand the Available Devices area, and click Add.
5. Add the VDN number.
6. Click OK and Save.
7. Check if the VDN information is reported in the Called Device field in the Delivered or
Established events.
Refer to Creating the Switch Driver, Step 14.
Solution:
Chapter 5: Troubleshooting 94
Solution:
The Monitor End event is received (Event Monitor End Received) when the CVLAN Interface
configured on the AES server cannot receive events for a specific device. This usually indicates
that a device was deleted in the switch or a CVLAN Interface configured on the AES server failure
occurred.
Solution:
Chapter 5: Troubleshooting 95
A trunk with PRI facility (ISDN Trunk), the Alerting Event will contain (#####).
Solution:
Once the call is connected, the value can be updated if the trunk or facility is properly
administered.
Calls are reported as Tandem or outgoing in the CallServer, although the calls are normal
incoming calls from a customer to an agent.
Solution:
1. The parameter MaxLenOfInternalDevice from the Avaya TSAPI CTI Interface plug-in may
not contain the correct value.
This parameter should contain the maximum length of the agent’s extensions, the default value
is 6. In case the site agent’s extensions are higher than 6, you should update this parameter
respectively, otherwise the agent’s extensions will be reported as type trunk instead of station
and the direction of the call will be wrong.
2. Check the parameters TreatType20As and TreatType40As: from the Avaya TSAPI CTI
Interface plug-in in the system administrator.
The device type 20 is considered as Trunk by default and device type 40 is considered as
Station by default.
If in the customer site the agent’s extensions are reported with device type 20, they will be
recognized as trunk and not station and the direction will be wrong. In this case you should
update this parameter from trunk to station in the system administrator. The same procedure
should be repeated for the TreatType40 parameter.
Chapter 5: Troubleshooting 96
NICE Connection Manager failed to open connection to the Avaya CVLAN server.
Solution:
The CVLAN Client IP is configured on the CVLAN server. Therefore, if trying to connect via the
DHCP IP the server will not accept the client.
1. To resolve this, the client must use the static IP address to connect to the server.
2. In the event that the Connection Manager has more than one NIC card, the static IP network
card must be set as the default network card.
Chapter 5: Troubleshooting 97
4. Verify that the IP address of the AES for client connectivity is defined (the IP address of one
network card). The client connectivity cannot be defined as Any (meaning any network card).
CVLAN does not support the option Any.
Chapter 5: Troubleshooting 98
NOTE: When a site is configured with two separate NIC, the two IP addresses could
appear here. One IP address is configured to reside on the NIC designated for the
Switch connection and the other IP address is configured to reside on the NIC
designated for the Client connection. Ensure that you select the correct IP address.
5. Verify host connectivity as follows:
a. From the menu bar, click Ping host. The Ping Host/IP page appears.
Figure 5-4 Avaya OAM - Ping Host/IP Page
b. In the Host/IP field, type the IP address of the C-LAN board and click Ping. If the ping is
successful, the system displays a message indicating a packet size and packet count.
Chapter 5: Troubleshooting 99
NOTE: When a site is configured with two separate NIC, the two IP addresses could
appear here. One IP address is configured to reside on the NIC designated for the
Switch connection and the other IP address is configured to reside on the NIC
designated for the Client connection. Ensure that you select the correct IP address.
client connectivity
This chapter describes several NICE testing and debugging tools which enable you to troubleshoot
your site. Use the different tools to help you isolate problems.
Contents
NOTE: All these tools should only be used by authorized personnel and in conjunction
with NICE Systems.
WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
The System Administrator appears with a list of NICE components under the Site branch
in the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
2. Set the System Administrator to Technician Mode:
a. In the Organization Tree, select the Organization branch.
Double-click UseSpy
5. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 6-2 Set Parameter Value Window
6. From the Value drop-down list, choose Yes and click OK.
7. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
Figure 6-3 Set Parameter Value Window
8. In the Value field, type the name of the mailslot that you want to use in conjunction with
NICE Events Spy.
9. Click OK.
NOTE: If the Connection Manager is running, you should restart it after setting these
definitions.
Receiving Events
You should set up the Events Spy so that you can receive events.
Event Type
Column
2. From the Connections menu, choose Mailslot Connections for Receiving Events >
Open Mailslot. The Events Spy - Mailslot Name window appears.
Figure 6-5 Events Spy - Mailslot Name Window
3. Type the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 6-4.
Saving Events
NICE Events Spy enables you to:
• Create and save events in an active log file.
• Save all current events.
• Save selected current events.
You can save the files in either .xml or .bin formats.
This option enables you to create a log file that saves all events from the time you create the file
until you close it.
NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.
This option enables you to create a file in which you can save all events that currently appear in the
Event Type column.
This option enables you to create a file in which you can save selected events from the list that
currently appears in the Event Type column.
WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.
Sending Events
WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.
IMPORTANT
Do not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination
with NICE Systems to gather the data as described below, and then send it to NICE Customer
Support for assistance.
WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
The System Administrator appears with a list of NICE components under the Site branch
in the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
2. Set the System Administrator to Technician Mode:
Double-click DebugServiceMode
5. Double-click the DebugServiceMode parameter. The Set Parameter Value window appears.
Figure 6-7 Set Parameter Value Window
6. From the Value drop-down list, choose either Record or Debug (see following table) and
click OK.
7. Define the Debug Service parameters according to the following table:
NOTE: You can also create and add additional parameters by clicking Add.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the Interaction Center server. The Debug Service is activated
when the Dispatch Service automatically restarts the Connection Manager process.
9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
in which “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the
location you defined in the DebugFilesFldr parameter above.
IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
NOTE: To avoid confusion with any Debug files from previous sessions, it is highly
recommended to delete all existing Debug file(s) before activating the Debug Service.
3. Drag and drop the Debug files into the File Details area. The Debug files and the debug
session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.
IMPORTANT
Make sure that you send to NICE Customer Support the four debug files that correspond to the
debug session ID number.
2. From the Monitor menu, choose Connect. The Select Connection Manager window appears.
Figure 6-10 Select Connection Manager Window
3. Type the Connection Manager ID of the Interactions Center to which you want to connect.
Click OK. The Connection Manager Monitor displays the contents of the Connection Manager
tables.
4. From the Client menu of the Connection Manager Monitor window, choose Connect. The
Select Connection Manager window appears.
Figure 6-12 Connection Manager Window - Client Menu
5. Type the Connection Manager ID of the Interactions Center to which you want to connect.
Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.
Client
connection
6. From the Client menu, choose Monitor. The Monitor Device window appears.
Figure 6-14 Monitor Device Window
a. In the Device ID field, type the Device ID number of the Connection Manager to which
you want to connect.
b. In the Switch ID field, type the Switch ID number.
c. From the Device Type drop-down list, choose the appropriate device type.
d. Click Monitor. The response appears in the Output area.
IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 6-16 Connection Manager Monitor - Client Device Requests Area
New Client
This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.
2. Type the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.
Log Manager
The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter.
WARNING
Reporting levels may be helpful for troubleshooting. However, making changes to the reporting
levels can greatly add to the load on your system. Changing reporting levels should therefore be
done only by authorized personnel and in conjunction with NICE Customer Support.
You can set the reporting levels in any of the integration branches e.g. in the Connection
Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or
in the New Driver wizards when you initially set up the driver.
By default, reporting levels are defined for the following:
• Console - reports to the standard Console window
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.
If necessary, you can also manage the size of the log files, the amount of disk space dedicated to
them, and the number of days you wish to keep log files.
The System Administrator appears with a list of NICE components under the Site branch
in the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
2. Set the System Administrator to Technician Mode:
• In the Organization Tree, select the Organization branch.
Click Edit
5. Choose the desired row and click Edit . The Set Reporting Level window appears.
Figure 6-19 Set Reporting Level Window
6. Mark the checkboxes for the reporting levels you want to include and click OK.
NOTE: It is highly recommended that you do not change the settings of the default
reporting levels. Changing reporting levels should be done only by authorized
personnel and in conjunction with NICE Customer Support.
7. In the relevant log field, type the new setting and click Save .
WARNING
You should not change any values in the Registry. All changes should be made through the
System Administrator application and be done only by authorized personnel and in conjunction
with NICE Customer Support.
Log Viewer
The Log Viewer enables you to view the log files and to filter them. You can keep several logs
open at the same time.
Filtering Logs
You can filter the logs according to the following criteria:
• Reporting level: Clear the reporting levels that are irrelevant.
• Date: Choose the appropriate time range.
• Module name: Unmark any modules that are irrelevant.
• Thread ID: Unmark any thread IDs that are irrelevant.
• Message: Type any relevant message.
3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.
4. In the Filter area, mark the relevant filter options.
Figure 6-20 Log Viewer Window
Click
Filter
5. Click Filter. The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference: from the File menu, choose Save as. The
Save as window appears.
7. Name the filtered log file appropriately.
Searching Logs
The Log Viewer enables you to search for specific text within a specific column or within all
columns. The Log Viewer remembers past searches.
2. Click the In column drop-down list and choose the relevant search basis.
3. Click Find next.
CAPI Spy
The CAPI Spy enables you to monitor all messages sent by the CTI driver to the CLS CAPI (Call
Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI
driver or in the CLS CAPI server.
CAPI Spy has two main components:
• CAPI Spy Plug-in
• CAPI Spy Utility
The System Administrator appears with a list of NICE components under the Site branch
in the Organization tree.
To add components in the System Administrator, you must work in Technician Mode.
2. Set the System Administrator to Technician Mode:
a. In the Organization Tree, select the Organization branch.
5. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.
The Driver - Interface Configuration window appears.
Figure 6-23 Driver - Interface Configuration Window
IMPORTANT
You can mark CAPISpy once and then leave it marked, as it has no negative impact on the
system.
Click the
arrows to
change the
order.
NOTE: It is highly recommended that CAPISpy be the last entry in the Driver Real-Time Plugins
list. This enables you to see any changes that may have come about because of other plugins.
You can change the order of the drivers by clicking the arrows.
After you mark or unmark the CAPISpy checkbox, you must restart the driver before the change
will take effect.
8. Click the General tab and expand Additional Driver Parameters. The Additional Driver
Parameters area displays.
Figure 6-25 Additional Driver Parameters Area
NOTE: If the connection is not successful, an error message appears. Contact NICE Customer
Support.
If the connection is dropped, an error message appears. To reconnect the connection, from the
Connect menu, choose Connect to CTI Driver.
NOTE: You can also monitor CAPI messages from a different host. In this case, type the IP
address of the remote machine. This can seriously overload the network and should be avoided
if possible.
The CTI Console Viewer enables real-time log tracking of the screens of all integration
components installed on the local machine. This application replaces the Console windows in the
Reporting Level of the integration process, and provides the user with filtering capability.
CTI Console Viewer has a separate window for each integration process. You can view and filter
an event, as well as change the reporting level. You cannot do this in the System Administrator.
Files are saved automatically in the Log Manager and can be viewed afterwards in the Log
Viewer.
Figure 6-29 CTI Console Viewer
-or-
• Right-click the icon, and select Open NICE CTI Console Viewer.
A log window opens and the integration modules installed on the local machine are listed.
(This list is updated when you add/remove any integration modules in the System
Administrator).
NOTE: These reporting levels are only relevant for the CTI Console.
WARNING
Reporting levels may be helpful for troubleshooting. However, making changes to the reporting
levels can greatly add to the load on your system. Changing reporting levels should therefore be
done only by authorized personnel and in conjunction with NICE Customer Support.
Filtering Messages
• Reporting level - Clear the checkboxes of the reporting levels that are irrelevant (message
importance).
• Module name - Clear the checkboxes of any modules that are irrelevant.
• Thread ID - Clear the checkboxes of any Thread IDs that are irrelevant.
NOTE: The filter is applied to new messages. It does not affect old messages.
When the log window is filled with the maximum number of messages, the top rows are
automatically deleted.
2. From the Options menu, choose Change color.
a. Select a background color.
b. Select a color for each reporting level.
WARNING
Changing parameters could have severe effects on your system. Therefore changing the CTI
Interface Additional Parameters, or creating new ones, should be done only by authorized
personnel.
Additional Parameters for configuring the CTI Interface are located in the Switch Connection and
Additional Information window of the CTI Interface wizard (see Configuring the CTI Interface
on page 54).
Figure A-1 Switch Connection and Additional Information Window
The following predefined additional parameters appear for the Avaya Communication Manager
and Media Server switch:
NOTE: You can also create and add additional parameters by clicking the Add button.
Default
Parameter Name Description
Value
HeartBeatTimeOut Indicates the time (in seconds) that is allowed for 30
the CVLAN server to determine when the client is
no longer sending requests or messages and to
drop the connection.
LinkFIFOSize Indicates the size of the FIFOs in the link. 500
TreatUCID Indicates how to treat the Universal Call ID Yes
(UCID).
Either as a (yes) string value or a (no) value in
Hex format.
TotalNumOfSwitchDevices Indicates the number of devices supported by the 5000
link.
TrunkIdentifier Defines the trunk identifier (that is, the prefix used #.*
to identify a trunk number).
MaxLenOfInternalDevice Defines the maximum length (that is, the 6
maximum number of digits) in an internal device.
DefaultDeviceType Indicates the device type to use in case of an Station
unknown device type.
In order to use the Import feature, the .txt file must be formatted as follows:
• Each line in the .txt file must represent one device.
• Each line must include both the device number and its corresponding device type.
• The device number and its corresponding device type must be separated by either a single
space or by one tab increment.
3. If you want to overwrite all the devices that currently appear in the Available Devices window,
mark the Clear all existing values checkbox.
WARNING
By default, the Clear all existing values checkbox is marked. If you want to retain the
devices that are currently listed in the Available Devices window, you must
unmark the checkbox.
4. In the Delimiter drop-down list, choose if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
5. In the Records separator drop-down list, accept the default New Line.
6. In the Fields order drop-down list, choose if the order in which the device number and its
corresponding type that appears in the txt file is Device Delimiter Device Type (that is, first
the device number followed by the device type), or Device Type Delimiter Device (that is,
first the device type followed by the device number).
7. In the Import File field, browse to the file you want to import.
8. Click OK.
The devices listed in the .txt file are configured into the CTI Interface.
Reporting Levels
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Systems.
Reporting Levels are defined in the General Information window of the Connection Manager and
the New Driver wizards (see Configuring the Connection Manager on page 66 and Creating
the Switch Driver on page 70).
Figure A-4 General Information Window
2. Mark the checkboxes for the reporting levels you want to include and click OK.
IDLE signaling $2
Seize signaling $E
Call-answer signaling $E
Wink signaling $2
IDLE signaling $D
Seize signaling $5
Call-answer signaling $5
Wink signaling $D
Additional Parameters for configuring the Connection Manager are located in the General
Information window of the Connection Manager wizard (see Configuring the Connection
Manager on page 66).
Figure A-6 General Information Window
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Parameter Name Description
Value
MaxClientDeviceRequests Defines the maximum number of device 1000
requests the Connection Manager can handle.
MaxClientRequests Defines the maximum number of client requests 1000
the Connection Manager can handle.
MaxClients Defines the maximum number of clients that can 100
be attached to the Connection Manager.
MaxMonitoredDevices Defines the maximum number of monitored 1000
devices which the Connection Manager can
handle. For example, if the value is 1000 the
Connection Manager can handle 999 monitored
devices.
MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the 10
Connection Manager can handle.
Interface Parameters for the Connection Manager are located in the Connection Manager Switches
Information window of the Connection Manager wizard (see Configuring the Connection
Manager on page 66).
Figure A-7 Connection Manager Switches Window
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Parameter Name Description
Value
DllName The name of the DLL that contains the CTI Link read-only
translator. This DLL is dynamically installed
when you define a new Connection Manager.
KeepAliveInterval Defines the Keep Alive Interval time. The value 30
is defined in seconds.
UseSpy Defines if the Connection Manager reports link No
events to the NICE Events Spy tool.
(Refer to NICE Events Spy on page 102)
SpyMailSlotName Defines the name of the mailslot between the
Connection Manager and the NICE Events Spy
tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSpy parameter.
UseSimCTILink Defines if the Connection Manager uses the No
SimCTILink tool to read events.
(Refer to Setting up the SimCTILink Tool
on page 106)
SimMailSlotName Defines the name of the SIM mailslot between
the Connection Manager and the Spy tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSimCTILink parameter.
Additional Parameters for configuring the Switch Driver are located in the General Information
window of the Switch Driver wizard (see Creating the Switch Driver on page 70).
Figure A-8 General Information Window
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Parameter Name Description
Value
MaxCapiCommandRetries Defines the number of times the driver attempts 2
to send a command to the CAPI following a
failure.
MaxNumberOfCalls Defines the maximum number of calls in the 5000
concurrent calls buffer.
DelayBetweenStartFailed Defines the amount of time before the driver 30
LinksInSeconds reconnects to the CTI link following a failure.
The value is defined in seconds.
MaxCallDurationSec Defines the maximum time the driver allows a 7200
call to last until it is automatically disconnected.
The value is defined in seconds.
UseEventDB Defines if the driver uses the EventDB database No
for CTI Analysis.
CallTableHost Host name of the Call Table. localhost
CallTablePort Port number of the Call Table. 7272
Additional Parameters for configuring the Driver Interface are located in the Driver Interface
Configuration window of the Switch Driver wizard (see Creating the Switch Driver on page 70).
Figure A-9 General Information Window
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Parameter Name Description
Value
op_EnableFlushCalls Defines if the driver flushes open calls when Yes
initializing connection.
SaveOriginalMapDevice Defines if the driver reports to the source No
device.
HandleAgentActivityOnly Defines if the driver handles login/logout events No
only from this link.
TimeOut Defines the response time for a request. The 3000
value is defined in milliseconds.
MilliDelayBetweenCTI Defines the waiting time between CTI requests. 100
Requests The value is defined in milliseconds.
CTIRequestsRetries Defines the number of times the CTI tries to 2
request events for Query and Monitor devices.
MilliDelayBetweenGetLink Defines the waiting time between “Get Link 5000
StatusRequests Status” requests. The value is defined in
milliseconds.
GetLinkStatusRetries Defines the number of times “Get Link Status” 4
requests can be made.
FailedMonitoredThread Defines the waiting time before reactivating a 10
MinutesDelay thread to monitor devices that the link had
previously failed to monitor. The value is defined
in minutes.
B E
business data Events Spy
database fields 25 defining SpyMailSlot Name parameter 103
defining the UseSpy parameter 103
C sending events 106
extension-side recording
CLAN 16
Index 149
Index 150