2. Configure Avaya Communication Manager
This section presents configuration steps for the Avaya Communication Manager. It is assumed that an appropriate license file and authentication file have been installed on the server, and that login and password credentials are available.
The configuration and verification operations illustrated in this section were all performed using the Communication Manager System Administration Terminal (SAT).
The procedures include the following areas:
- Verify license
- Verify the status CTI link for TSAPI service
- Administer system parameters features
- Administer agent stations
2.1 Verify license
Log into the System Access Terminal (SAT) to verify that the Communication Manager license has proper permissions for the features required for call recording. Use the "display system-parameters customer-options" command to verify that the Computer Telephony Adjunct Links customer option is set to "y" on Page 4. If this option is not set to "y", then contact Avaya sales team of business partner for a proper license file.
display system-parameters customer-options Page 4 of 12 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? y 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? n DCS (Basic)? y ASAI Link Core Capabilities? y DCS Call Coverage? y ASAI Link Plus Capabilities? y 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
2.2 Verify the status of CTI link for TSAPI service
Log into the System Access Terminal (SAT) to enter the "status aesvcs cti-link" command. The link status should show no for maintenance busy (Mnt Busy), the Service State should indicate established and Version should be 6 or higher.
status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 1 7 no aes established 15 15
If the CTI link is not established, then follow the instructions in the Administering Communication Manager for AE Services chapter in the Application Enablement Services Administration and Maintenance Guide document available at http://support.avaya.com.
2.3 Administer agent stations
Use the "change station xxxxx" command, where xxxxx is the phone's extension, and change IP SoftPhone to "y", to allow a virtual IP softphone (DMCC) to be registered against the station. The MiaRec application will use the Multiple Registration feature of Communication Manager to register the DMCC-based recording device against the station.
change station 3001 Page 1 of 5 STATION Extension: 3001 Lock Messages? n BCC: 0 Type: 9608 Security Code: * TN: 1 Port: S00003 Coverage Path 1: COR: 1 Name: User Two Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: 3001 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Button Modules: 0 Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? y IP Video Softphone? n Short/Prefixed Registration Allowed: default Customizable Labels? y
2.4 Administer System Parameters Features
Enter the "change system-parameters features" command. Navigate to Page 5, and verify that Create Universal Call ID (UCID) has value “y”. If not, then set it to "y" and set UCID Network Node ID to an unassigned node ID.
change system-parameters features Page 5 of 17 FEATURE-RELATED SYSTEM PARAMETERS SYSTEM PRINTER PARAMETERS Endpoint: Lines Per Page: 60 SYSTEM-WIDE PARAMETERS Switch Name: Emergency Extension Forwarding (min): 10 Enable Inter-Gateway Alternate Routing? n Enable Dial Plan Transparency in Survivable Mode? n COR to Use for DPT: station MALICIOUS CALL TRACE PARAMETERS Apply MCT Warning Tone? n MCT Voice Recorder Trunk Group: SEND ALL CALLS OPTIONS Send All Calls Applies to: station Auto Inspect on Send All Calls? n UNIVERSAL CALL ID Create Universal Call ID (UCID)? y UCID Network Node ID: 9999 Copy UCID for Station Conference/Transfer? n
Navigate to Page 13, and set Send UCID to ASAI to "y". This parameter allows for the universal call ID to be sent to MiaRec call recording application.
change system-parameters features Page 13 of 17 FEATURE-RELATED SYSTEM PARAMETERS CALL CENTER MISCELLANEOUS Clear Callr-info: next-call Allow Ringer-off with Auto-Answer? n Reporting for PC Non-Predictive Calls? n ASAI Copy ASAI UUI During Conference/Transfer? n Call Classification After Answer Supervision? n Send UCID to ASAI? y
2.5 Configure Service Observe
For the purposes of Multi Registration, a service observer must be enabled for the COR to which the Target Stations will be assigned. Using the command "change cor 1" set both Can be Service Observed? and Can be a Service Observer? to "y".
change cor 1 Page 1 of 23 CLASS OF RESTRICTION COR Number: 1 COR Description: FRL: 0 APLT? y Can Be Service Observed? y Calling Party Restriction: outward 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? n Restriction Override: none Facility Access Trunk Test? n Restricted Call List? n Can Change Coverage? n Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? n Send ANI for MFE? n Add/Remove Agent Skills? n MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n Can Be Picked Up By Directed Call Pickup? n Can Use Directed Call Pickup? n Group Controlled Restriction: inactive