Apropos Avaya/Definity PBX Integration Guide -...

Apropos Avaya/Definity PBX Integration Guide

http://www.apropos.com

[email protected] [email protected]

Apropos Technology, Inc. Worldwide Headquarters

North American Sales One Tower Lane – 28th Floor Oakbrook Terrace, IL 60181

U.S.A.

phone +1.630.472.9600 fax +1.630.472.9745

© 2006 Apropos Technology, Inc. APBXIG-6.5-CC-10/06

All rights reserved. This manual may not be reproduced or distributed, in whole or in part, by any means without the prior written permission of Apropos Technology, Inc., with the following exception. Customers of Apropos Technology can reproduce this system document for internal use only. Printed in the United States of America.

Apropos Version 6, iVault, and Interaction Vault are trademarks of Apropos Technology, Inc.

All other brand or product names are registered trademarks or trademarks of their respective companies.

Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC i

Table of Contents

OVERVIEW.............................................................................................................................................1 Additional Reference Materials............................................................................................2

PIL VOICE PORT CONFIGURATION....................................................................................................3 Lineside T1 Configuration.................................................................................................................3

Avaya Hardware Information .....................................................................................................3 Avaya Part Number List.......................................................................................................4 Before You Begin the T1 Configuration...............................................................................4 Jumper Configuration ..........................................................................................................5 Channel Selector .................................................................................................................5 Impedance Ohm Setting......................................................................................................5 Hardware Installation...........................................................................................................5 Connect the T1 Card ...........................................................................................................6 T1 Connectivity to a Frame .................................................................................................6 T1 Connectivity to a Frame Diagram...................................................................................7 T1 Connectivity Directly to a Server ....................................................................................8 T1 Connectivity Directly to a Server Diagram .....................................................................9 Configure the T1 Card .......................................................................................................10

Avaya PBX Software Configuration .........................................................................................11 Option Determination.........................................................................................................12 Option 1: Expert Agent Selection Automatic Call Distribution (EAS ACD) .......................13 Option 2: Non-Expert Agent Selection Automatic Call Distribution...................................19 Option 3: Hunt Group Without ACD ..................................................................................24

Route Calls to the Apropos Server ..........................................................................................27 Configure a VDN ...............................................................................................................28 Configure a Vector.............................................................................................................29

Configure Telephony on the Voice Server ...............................................................................30 Configure the AG-4040 / AG-4000-2T T1 Board...............................................................31 Change the TCP Information.............................................................................................31 Modify BUS and Slot Information ......................................................................................31 Configuration File Changes ...............................................................................................31 Apropos Version 6 .............................................................................................................31 Apropos Version 5.0.2 – Windows 2000 ...........................................................................35 Apropos Version 5.0.2 – Windows NT ..............................................................................37 Apropos Version 5.0 and Version 5.0.1.............................................................................39

Values for PIL and SLP Processes..........................................................................................41 Version 6 PIL Process .......................................................................................................41 Version 6 SLP Process......................................................................................................41 Version 5 PIL Process .......................................................................................................42 Version 5 SLP Process......................................................................................................42

ACD PIL Login Script Change .................................................................................................42 Version 6.5 PIL Script Change ..........................................................................................42 Version 6.0.1 PIL Script Change .......................................................................................44

REQUEUE PORT CONFIGURATION..................................................................................................47 Port Pool Manager Modifications .............................................................................................50

FAIL-OVER CONFIGURATION ...........................................................................................................51 Option Determinations .............................................................................................................51

ii Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC

Using Vectors to Define the Fail-Over Configuration .............................................................. 52 Using Coverage Paths to Define the Fail-Over Configuration................................................. 54

APROPOS AGENT PHONE CONFIGURATION................................................................................. 59 Link Agent Phone Configuration.............................................................................................. 59

Program the Digital Agent Phone ..................................................................................... 59 Standard Agent Phone Configuration...................................................................................... 61

Digital Standard Agent Phone Configuration .................................................................... 61 Analog Standard Agent Phone Configuration................................................................... 61

SWITCH LINK CONFIGURATION....................................................................................................... 63 Install Switch Link Software – Avaya S8700/S8500................................................................ 63

Start the Switch Link Process ........................................................................................... 63 Install and Configure the NetMerge Server....................................................................... 64 Complete the NetMerge Installation.................................................................................. 66

Install Switch Link Software – Avaya DEFINITY ..................................................................... 66 Start the Switch Link Process ........................................................................................... 66 Install and Configure the NetMerge Server....................................................................... 67 Complete the NetMerge Installation.................................................................................. 69

SLP Parameters ...................................................................................................................... 69 Version 6 SLP Process ..................................................................................................... 70 Version 5 SLP Process ..................................................................................................... 70

ADDITIONAL NOTES .......................................................................................................................... 71 ANI and DNIS through Switch Link.......................................................................................... 71 Trunk-to-Trunk Transfers......................................................................................................... 71

INDEX................................................................................................................................................... 73

Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC 1

Overview This document describes the process for integrating Apropos with an Avaya telephony system using T1 connections. The audience for this document is Apropos System administrators and Avaya system administrators involved with the installation and on-going operations of this integrated system. This document assumes that the Avaya telephony system is installed and operational and the Apropos System software has been installed and configured. Apropos software installation instructions can be found in the Apropos and Third-Party Software Installation Guide.

The focus of this document is the steps required to configure the Avaya PBX from an Apropos perspective, as well as the steps required to configure Apropos to support the Avaya telephony system. There are a wide variety of ways both Apropos’ and Avaya’s systems can be deployed. This document does not attempt to cover each possible configuration, but rather to explain the basic processes and provide direction for integrating the systems using T1 connections. The steps for your installation may vary slightly depending on your environment.

Normally, the functions of the Apropos System are distributed over several servers for scalability and redundancy reasons. In a typical Apropos System, there are the following servers. • One Primary Server, which is also known as the router. • One Database Server. • Possibly an Interaction Server, for e-mail and Web collaboration. This server is occasionally

combined with the Primary Server. • An Interaction Vault Server, for interaction transcript archiving. • A number of Voice Servers, each with up to 120 concurrent sessions to handle voice-processing

tasks such as auto-attendant, IVR, and in-queue voice treatment.

For small systems, under 25 users and 8 current voice sessions, Apropos’ functionality can be deployed using a single server. However, in practice, even for small systems, two servers are typically used, one for the Database and the other for the rest of the Apropos System software.

Apropos’ voice processing is handled by PIL processes – one process for each concurrent voice session. In multi-site configurations, remote Apropos Voice Servers can be located at each site if necessary. If there are separate Avaya systems at each site, the remote Apropos Voice Servers can be configured to use the resources on the local PBX.

For purposes of interfacing Apropos with Avaya’s telephony system, we are only concerned with Apropos Servers that are running PIL processes (Voice Servers).

The integration process also includes the configuration of the PIL and the SLP Processes on the Apropos Server. The values to use are defined in the section Values for PIL and SLP Processes, page 41. The method to manage those server processes is described in the Apropos System Manager Help (Apropos Version 6) or in the Apropos Administrator User Guide (Apropos Version 5.x).

The Avaya/Definity PBX Integration Guide has been designed to work in conjunction with the Apropos Call Processing Installation Guide and will be referenced multiple times throughout this document. For more information on the AG-4040/AG-4000 T1 cards, see the Apropos Call Processing Installation Guide. For more information on the Apropos software and third-party installations, see the Apropos and Third-Party Software Installation Guide.

Overview

2 Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC

The following are the major steps you must take to configure the Avaya PBX to work with Apropos. • Configure the jumpers on the card • Install and configure the T1 card • Configure the PBX software • Define the call routing method • Create a fail-over environment • Define ports for requeuing • Configure the application link server

The following are the Apropos configuration pieces necessary to integrate with the Avaya PBX. • Configuration of the AG-4040 or AG-4000 T1 boards • PIL process • SLP Process

Additional Reference Materials The information provided in this document works in conjunction with the information and procedures in the following documents or Help systems. • Apropos and Third-Party Software Installation Guide • Apropos Call Processing Installation Guide The integration of Apropos with Avaya includes the following configurations. • PIL Voice Port Configuration, page 3 • Requeue Port Configuration, page 47 • Fail-over Configuration, page 51 • Apropos Agent Phone Configuration, page 59 • Switch Link Configuration, page 62


PIL Voice Port Configuration This section describes the various configuration options for the Avaya T1 card. The T1 card is used in conjunction with the Apropos PIL port application and can be provisioned to utilize three different configurations, depending on your licenses, options, and infrastructure environment.

The integrated system consists of Apropos required hardware and third-party supplied hardware and software. This section provides a description of the Apropos hardware and the part numbers of the Avaya hardware that were used and tested during this system integration.

The physical connection from the Avaya PBX is terminated to an AG-4040 or AG-4000 card within the Apropos Voice. Appropriate cabling and connectivity is outlined in this document.

Lineside T1 Configuration Once you install the Avaya T1 card in the Avaya PBX, you must properly configure the card.

For a more detailed description of Avaya hardware and software setup, refer to the appropriate Avaya documentation.

Avaya Hardware Information All references to a specific Avaya part number indicate which part numbers were tested and verified for this integration process.

Specific Avaya part numbers are determined by the type of Avaya PBX at your site. Contact your Avaya sales representative for confirmation of your site needs.

Although other hardware may satisfy your integration requirements, this document restricts the discussion to the part numbers listed in the Avaya Part Number List section.

The Apropos Voice Server can be configured to integrate with an Avaya PBX using a TN464 T1 card. Installation of the Avaya T1 card requires hardware setup and software configuration of the Avaya PBX. There are multiple versions of the Avaya TN464 T1 card that can be used.

This document discusses how to configure the T1 hardware and PBX software properly to work with the Apropos software. The steps for your installation may vary slightly depending on your environment. For a more detailed description of the Avaya hardware and software setup, see the appropriate Avaya documentation.

The T1 card interfaces with the Apropos AG-4040 or the AG-4000 T1 card using a single cable. This type of integration provides the following advantages. • The installation time is reduced due to the reduction of the physical wiring required. Non-T1

installations require a dedicated wire pair for each of the 24 lines to the PBX. For the T1 integration, a single cable using two wire pairs is necessary.

• The interface is a true digital integration.

PIL Voice Port Configuration


Avaya Part Number List The following is a list of the part numbers for the Avaya hardware referred to in this document. Although other Avaya hardware may provide the equivalent functionality, the list of tested Avaya hardware is provided as a reference. For a more detailed description of Avaya hardware available, see the appropriate Avaya documentation or contact your Avaya sales representative.

Hardware Type Avaya Model or Part Number

PBX DEFINITY

(or)

S8700 / S8500

T1 Card TN464<x>

where <x> is the version

Cable 601317191

RJ-48 to DB-15 Converter Vendor of your choice

(or)

Black Box Company, part number FA060

Before You Begin the T1 Configuration The version of the TN464 T1 card determines whether you must configure two jumpers on the card. Use the following information to determine the next step in your integration.

Version Action

C or D Set the jumpers as described in the Jumper Configuration section, page 5.

F Skip the Jumper Configuration section and continue the installation as described in the Hardware Installation section, page 5.



Jumper Configuration When TN464C or TN464D vintage cards are used, two jumpers on the T1 card must be configured. These jumpers are not present on the TN464F card. If you have a TN464F card, skip this section and continue with the Hardware Installation section, page 5.

Proper jumper settings are crucial to the functionality and success of integration between the PBX and Apropos Server. The descriptions of jumper functionality and requirements follow. Some of these settings may vary due to your specific PBX environment.

The jumpers are on the lower left quadrant of the board when looking at it with the faceplate on the right.

Backplane Connectors

Faceplate

24 / 32 channel selector

75 / 120 ohm selector

Vintage T1 Card

Channel Selector This jumper setting determines the appropriate number of channels used for an application and controls the bit rate. For United States applications, select 24 channels. For Non-United States applications, select 32 channels.

Impedance Ohm Setting This jumper determines the impedance of the cable for the T1 interface. For United States and Non-United States applications, select the 120-ohm setting.

Hardware Installation The Lineside T1 card must be installed into the appropriate Avaya PBX slot. The TN464F T1 card provides an interface to an external DS1 interface and supports 24 DS0 channels carried on a 1.544 Mbps DS1 link. These DS0 channels can be administered as either trunks to other switches or lines to off-premise stations.



Connect the T1 Card The Lineside T1 Card in the Avaya PBX is connected with a cable to the AG-4040/AG-4000 T1 card in the Apropos Server. Two wiring configurations are described in this section.

T1 Connectivity to a Frame The first wiring configuration connects the Avaya PBX, using an Amphenol cable, to a 66-block or a 110-block to split out the appropriate pairs. The Amphenol cable consists of the following endpoints. • The 25-pair Amphenol connector, which plugs into the I/O panel of the PBX • The terminating point which consists of one of the following

• An RJ-48 connector

• A connection to the 66-block or 110-block wiring frame

Avaya PBX T1 signaling for all 24 channels is transmitted using the Amphenol connector pins 22, 23, 47, and 48. This cable can be connected to a frame to split out the needed pairs. This connectivity can also be achieved by terminating the other end of the Amphenol cable to an RJ-48 connector using the appropriate pairs.

When an RJ-48 connector is used, the following is the required pin connection order.

Amphenol connector RJ-48 connector

Pin 22 – LI (RX) Pin 4 – R1 – Transmit to Network

Pin 23 – LO (TX) Pin 1 – R – Receive from Network

Pin 47 – LI (RX) Pin 5 – T1 – Transmit to Network

Pin 48 – LO (TX) Pin 2 – T – Receive from Network



T1 Connectivity to a Frame Diagram The following diagram shows the Avaya PBX connected to a 66-block wiring frame, which is connected to an Apropos Server using an RJ-48 jack connector.

Amphenol

Avaya PBX

RJ-48 Jack

Apropos Server

AG-4040

Pin 22 Pin 23 Pin 47 Pin 48

Pin 4 Pin 1 Pin 5 Pin 2

66-Block Frame

T1 Card

T1 Connectivity Directly to a Server diagram



T1 Connectivity Directly to a Server The other wiring configuration uses a direct connection from the Avaya PBX, using the Avaya cable, to the Apropos Server. The Avaya cable consists of the following end connectors. • A 25-pair Amphenol connector, which plugs into the I/O panel of the PBX • A male DB-15 connector A DB-15 to RJ-48 converter is used to connect the DB-15 male connector of the Avaya cable to the Apropos Server, using a straight-through RJ-48 to RJ-48 cable. This converter can be obtained from a vendor of your choice or from the Black Box Company, see http://www.blackbox.com, using part number FA060.

The RJ-48 to DB-15 converter must be configured with the following pins connected.

DB-15 Female connector RJ-48 Jack Connector

Hole location 1 Pin 2




The following diagram shows the DB-15 to RJ-48 converter pin configuration.

Pins1 9

3 11

1

15

1 8

9

3

DB-15 Female Connector

RJ-48 Jack

11

Pins12345678

DB-15 to RJ-48 Converter diagram



T1 Connectivity Directly to a Server Diagram The following diagram shows the Avaya PBX connection directly to the server. The T1 signaling for all 24 channels is transmitted using the DB-15 male connector of the Avaya cable. T1 transmit and receive pairs must be connected between the T1 Card and the Apropos equipment.

The following is the sequence of the connections. • Plug the DB-15 male connector into the DB-15 to RJ-48 converter. • To the DB-15 to RJ-48 converter, connect one end of the straight-through cable with RJ-48

connectors. • Connect the other end of the straight-through cable with RJ-48 connectors to the Apropos Server.

DB-15 to RJ-48 Converter

Avaya PBX

Avaya cable, part # 601317191

Straight-through cable with RJ-48 to RJ-48

Connectors

Apropos Server

T1 Card

AG-4040

T1 Connectivity Directly to a Server diagram



Configure the T1 Card Once the T1 card has been installed into the PBX and all appropriate cabling has been connected, you are ready to configure the T1 card. You must know the cabinet and slot location of the T1 card in your PBX. This example uses 01B10 (Cabinet 01, Carrier B, and Slot 10).

To configure your T1 card, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add ds1 <location>

Where <location> is the value of the T1 card in your PBX. This example uses 01B10.

3. Press Enter. The DS1 Circuit Pack window displays.

4. Enter the appropriate information in the following fields. The following shows the required

Apropos values to use for this PBX type. • Name - Enter a descriptive name. This example uses Apropos T1. • Bit Rate - Enter 1.544. • Line Coding - Enter b8zs. • Framing Mode - Enter esf. • Signaling Mode - Enter robbed-bit. • Accept the defaults for all other fields not specifically mentioned.

5. Press Enter to apply changes and return to the Command prompt line. This completes the configuration for the T1 card. Continue with the Avaya PBX Software Configuration section, section, page 11 to continue the integration process.

add ds1 01b10 Page 1 - 2 DS1 CIRCUIT PACK Location: 01B10 Name: Apropos T1 Bit Rate: 1.544 Line Coding: b8zs Line Compensation: 1 Framing Mode: esf Signaling Mode: robbed-bit Interface Companding: mulaw Idle Code: 11111111 Slip Detection? n Near-end CSU Type: other Echo Cancellation? n ESF DATA LINK OPTIONS Network Management Protocol: tabs Send ANSI-T1.403 One-Second Performance Reports? n Far-end CSU Address: b



Avaya PBX Software Configuration This section covers the integration of Apropos software to the Avaya PBX hardware and the system software. Throughout this section, we reference parameters that must be set to a specific value. These parameters are determined by setting specific values in the appropriate fields. Some fields may be site specific and are not required by the Apropos integration. Only parameters and the corresponding fields that apply to the required Apropos settings are addressed here. Any additional fields not specifically mentioned in this document remain at the default values. Additionally, as other releases of Avaya system software become available, you may notice additional fields while configuring your Avaya equipment.

The Avaya DEFINITY PBX specifically uses the G3 software for the system integration. However, the MultiVantage software for the system integration runs on a variety of Avaya hardware, such as the S8700 and the DEFINITY servers.

MultiVantage is the centerpiece of Avaya Next Generation Enterprise Class IP Solutions (ECLIPS). This architecture is typically used in a converged voice and data network and can add IP telephony capability.

Additionally, it provides control to Avaya Media Gateways and Avaya Communications Devices. Avaya MultiVantage evolved from the DEFINITY software, therefore this guide can be used to configure either PBX model to integrate with the Apropos System.

Based on testing results, the information listed in the table below will provide the appropriate versions of software packages to be used based on the version of Apropos software and Avaya System software.

Apropos Version

5.0.2-SP3 Apropos Version

6.0 Apropos Version

6.0.1 Apropos Version

6.0.1-SP2 Apropos Version

6.5 and Above

Avaya System Software

Release10 and Below

CTC v5 Server

CTC v5 Client

CTC v5 Server

CTC v5 Client

NetMerge v6 Server

CTC v5 Client

NetMerge v6 Server

NetMerge v6 Client

NetMerge v6 Server

NetMerge v6 Client

Avaya System Software

Release11 and Above

NetMerge v6 Server

CTC v5 Client

NetMerge v6 Server

CTC v5 Client

NetMerge v6 Server

CTC v5 Client

NetMerge v6 Server

NetMerge v6 Client

NetMerge v6 Server

NetMerge v6 Client



Option Determination Several configuration options are available for your Avaya PBX. The options purchased for your Avaya PBX determine which types of configuration options are available to you. The Apropos recommended software configuration option for a T1 integration is the Expert Agent Selection (EAS) option. Although the EAS option does not come with the base software package, it can be purchased and installed. All Avaya PBXs have Hunt Group without ACD as part of the standard package.

Perform the following steps to configure the PBX software. 1. Determine the correct configuration option to use, page 12. 2. Perform the appropriate configuration option. The following are the available configuration

options. • Expert Agent Selection Automatic Call Distribution (EAS ACD), page 13. • Non-EAS ACD, page 19. • Hunt Group without ACD (default), page 24.

3. Configure the Apropos Agent Phone, page 59 Determine Optional Features Available

The first step is to determine the appropriate integration for your environment. To determine whether your Avaya PBX has one or all of the software configurations previously listed, perform the following the steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

display system-parameters customer-options

3. Press Enter. The Call Center Optional Features window displays.

display system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 12.0 ACD? y PASTE (Display PBX Data on Phone)? y BCMS (Basic)? y Reason Codes? y BCMS/VuStats Service Level? y Service Level Maximizer? y BSR Local Treatment for IP & ISDN? y Service Observing (Basic)? y Business Advocate? n Service Observing (Remote/By FAC)? y Call Work Codes? y Service Observing (VDNs)? y DTMF Feedback Signals For VRU? y Timed ACW? y Dynamic Advocate? n Vectoring (Basic)? y Expert Agent Selection (EAS)? y Vectoring (Prompting)? y EAS-PHD? y Vectoring (G3V4 Enhanced)? y Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y Least Occupied Agent? y Vectoring (G3V4 Advanced Routing)? y Lookahead Interflow (LAI)? n Vectoring (CINFO)? y Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? y Multiple Call Handling (Forced)? y Vectoring (Holidays)? y Vectoring (Variables)? y

(NOTE: You must logoff & login to effect the permission changes.)



Determine the Correct Configuration Option to Use

On the Call Center Optional Features window, review the responses in the following fields to determine the configuration options available. • When Expert Agent Selection (EAS) is y, use the EAS ACD option, page 13. • When ACD is y, use the Non-EAS ACD option, page 19. • When ACD is n and Expert Agent Selection (EAS) is n, use the Hunt Group without ACD

option, page 24. Determine Whether Vectoring is Available to Use

On the Call Center Optional Features window, when the response to Vectoring (Basic) is y, your Avaya PBX has been equipped with Call Vectoring. This information is used with any integration type.

Option 1: Expert Agent Selection Automatic Call Distribution (EAS ACD) The following three steps are required to complete this integration method. 1. Define an EAS ACD Hunt Group. 2. Configure the station values for each PIL port. 3. Configure the EAS Agent Login ID. Values used in examples

For this integration method, the following values are used in the examples. • Agent Login ID - 5101 through 5124 • Group Extension - 5800 • Hunt Group - 6 • Re-direct to VDN - 6000 • Station Numbers - 5601 through 5624

All integrations utilizing Apropos 5.x and below require the AAS (Auto Login) parameter to be set to y (Yes). Due to enhancements of Apropos release 6.x and above, the value AAS must be set to n (No).

Also, for Apropos version 6.x and above users, a PIL script change is required for the completion of the PIL EAS ACD integration. Specific areas of change are noted in the examples shown in this section.



Define an EAS ACD Hunt Group

The first step in this configuration method is to define an EAS ACD Hunt Group. This hunt group contains all of the PIL port stations as members of the group. Multiple parameters need to be configured to provide a successful integration. The parameters listed below provide the required Apropos values.

To configure an EAS ACD Hunt Group, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add hunt-group <value>

Where <value> is the value of the unassigned hunt group numbers. This example uses 6.

3. Press Enter. The Hunt Group window displays.

display hunt-group 6 Page 1 of 3 HUNT GROUP Group Number: 6 ACD? y Group Name: Apropos T1 PIL Ports Queue? y Group Extension: 5800 Vector? y Group Type: ead-mia TN: 1 COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Queue Length: 24 Calls Warning Threshold: Port: Time Warning Threshold: Port: Skill? y Expected Call Handling Time (sec): 180 AAS? n Service Level Target (% in sec): 80 in 20 Measured: internal Supervisor Extension: Controlling Adjunct: none VuStats Objective: Timed ACW Interval (sec): Multiple Call Handling: none Redirect on No Answer (rings): 3 Redirect to VDN: 6000 Forced Entry of Stroke Counts or Call Work Codes? n Message Center: none LWC Reception: none AUDIX Name:



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • ACD - Enter y. • Group Name - Enter a descriptive name. This example uses Apropos T1 PIL Ports. • Queue - Enter y. • Group Extension - This is a valid, unassigned PBX extension. When your Avaya PBX has

been equipped with Call Vectoring, this value may be an extension number. If you do not have the Call Vectoring option, this value must be a valid Direct Inward Dialing (DID) number. This example uses 5800.

• Vector - Enter y, if the vectoring option has been purchased. • Group Type - Enter ead-mia. • COR - Enter the appropriate Class of Restriction (COR) level for your environment. This

example uses 1. • Queue Length - Enter a number equal to the number of PIL ports used. This example

uses 24. • Skill - Enter y. • AAS - Enter n. This option allows the Apropos PIL ports to log in at startup automatically.


• Measured - This value is determined by your system environment.

• If your PBX is equipped with Basic Call Management System (BCMS), enter internal. • If your system is equipped with Call Management System (CMS), enter external or

both. • Redirect on No Answer (rings) - This parameter dictates the number of rings that a call

will be presented to a PIL port before a No Answer condition is recognized. This example uses 3 rings.

• Redirect to VDN - This is a valid Vector Directory Number (VDN) used in conjunction with the Redirect on No Answer (rings) parameter. Enter a value that represents an available ACD group or attendant that is available to answer calls in the event of an Apropos Server failure. This example uses 6000.

Accept the default values for all other fields not specifically mentioned, unless your specific environment requires otherwise. Use the appropriate key, as defined by your site, to apply the changes and return to the Command prompt line.



Configure the Station Values for Each PIL Port

The next step in this integration is to configure the station values for each PIL port. You must have a valid range of unassigned PBX extension numbers to complete this step. This section must be repeated for all PIL ports.

To configure the PIL ports, perform the following steps. 1. At the Command prompt line, enter the following command.

add station <value> Where <value> is a valid, unassigned PBX extension. This example uses 5601.

2. Press Enter. The Station window displays.

add station 5601 Page 1 - 3 STATION Extension: 5601 Lock Messages? n BCC: 0 Type: DS1FD Security Code: TN: 1 Port: 01B1001 Coverage Path 1: COR: 1 Name: T1 PIL-1 Coverage Path 2: COS: 1 Hunt-to Station: 5602 Tests? y STATION OPTIONS Loss Group: 4 Off Premises Station? y R Balance Network? n FEATURE OPTIONS LWC Reception: none LWC Activation? n Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? n Call Waiting Indication? y Per Button Ring Control? n Att. Call Waiting Indication? y Distinctive Audible Alert? y Switchhook Flash? y Adjunct Supervision? y Ignore Rotary Digits? n H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: basic Audible Message Waiting? n AUDIX Name: Coverage After Forwarding? s Multimedia Early Answer? n Emergency Location Ext: 5601 SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: HOT LINE DESTINATION Abbreviated Dialing List Number (From above 1, 2 or 3): Dial Code: Line Appearance: call-appr



3. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Type - Enter DS1FD. • Port - Enter the appropriate card and port number. This example uses 01B1001 (Cabinet

01, Carrier B, Slot 10, and Port 01). • COR - Enter the appropriate Class of Restriction for your environment. This example uses

1. • Name - Enter a descriptive name. This example uses T1 PIL-1. • COS - Enter the appropriate Class of Service for your environment. This example uses 1.

Accept the default values for all other fields not specifically mentioned, unless your specific environment requires otherwise.

4. Repeat this procedure for all remaining PIL ports. This example uses 5602 through 5624.



Configure the EAS Agent Login ID

The final step in this integration is to configure the EAS Agent Login ID. You must have a valid range of unassigned PBX extension numbers to complete this step. Add one Agent ID for each PIL port installed on the Apropos Server.

To configure the Agent Login IDs, perform the following steps. 1. At the Command prompt line, enter the following command.

add agent-loginID <value> Where <value> is a valid, unassigned PBX extension. This example uses 5101.

2. Press Enter. The Agent LoginID window displays.

add agent-loginID 5101 Page 1 - 2 AGENT LOGINID Login ID: 5101 AAS? n Name: Apropos PIL Port 1 AUDIX? n TN: 1 LWC Reception: none COR: 1 LWC Log External Calls? n Coverage Path: AUDIX Name for Messaging: Security Code: LoginID for ISDN Display? n Password: Password (enter again): Auto Answer: none Direct Agent Skill: Call Handling Preference: skill-level SN SL SN SL SN SL SN SL 1: 6 1 16: 31: 46: 2: 17: 32: 47: 3: 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60:



3. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • AAS - Enter n. This option allows the Apropos PIL ports to log in at startup automatically.


• Name - Enter a descriptive name. This example uses Apropos PIL Port 1. • AUDIX - Enter n. • LWC Reception - Enter none. • COR - Enter the appropriate Class of Restriction for your environment. This example uses

1. • Auto Answer - Enter none. • SN - The Skill Number is the Hunt Group number assigned in the Define an EAS ACD

Hung Group section, page 16. This example uses 6. • SL - Enter 1. Accept the default values for all other fields not specifically mentioned, unless your specific environment requires otherwise.

4. Repeat this procedure for all remaining PIL ports. This example uses 5102 through 5124. This portion of the integration is now complete. Continue with the Apropos Agent Phone Configuration section, page 59 to continue the integration process.

Option 2: Non-Expert Agent Selection Automatic Call Distribution This configuration utilizes a hunt group with ACD for all of the Apropos PIL ports. You must have a valid range of unassigned PBX extension numbers to complete this step. The following two steps are required to complete this integration method. 1. Configure each Apropos PIL port. 2. Define the Non-EAS ACD Hunt Group. Values Used in Examples

For this integration method, the following values are used in the examples. • Group Extension - 5700 • Hunt Group - 5 • Re-direct to VDN - 6000 • Station Numbers - 5649 through 5672



Configure Each Apropos PIL Port

The first step in this configuration method is to configure each Apropos PIL port. This hunt group contains all of the PIL port stations as members of the group. Multiple parameters need to be configured to provide a successful integration. The parameters listed below provide the required Apropos values.

To configure each Apropos PIL port, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add station <value> Where <value> is the value of the valid, unassigned PBX extension. This example uses 5649.


add station 5649 Page 1 - 3 STATION Extension: 5649 Lock Messages? n BCC: 0 Type: DS1FD Security Code: TN: 1 Port: 01B1101 Coverage Path 1: 11 COR: 1 Name: T1 PIL-1 Coverage Path 2: COS: 1 Hunt-to Station: 5650 Tests? y STATION OPTIONS Loss Group: 4 Off Premises Station? y R Balance Network? n FEATURE OPTIONS LWC Reception: none LWC Activation? n Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? n Call Waiting Indication? y Per Button Ring Control? n Att. Call Waiting Indication? y Distinctive Audible Alert? y Switchhook Flash? y Adjunct Supervision? y Ignore Rotary Digits? n Per Station CPN - Send Calling Number? H.320 Conversion? n Service Link Mode: as-needed Multimedia Mode: basic Audible Message Waiting? n AUDIX Name: Coverage After Forwarding? s Multimedia Early Answer? n Emergency Location Ext: 5649 SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: HOT LINE DESTINATION Abbreviated Dialing List Number (From above 1, 2 or 3):

Di l C d



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Type - Enter DS1FD. • Port - Enter the appropriate card and port number. This example uses 01B1101 (Cabinet

01, Carrier B, Slot 11, and Port 01). • COR - Enter a Class of Restriction for your environment. This example uses 1. • Name - Enter a descriptive name. This example uses T1 PIL-1. • COS - Enter an appropriate Class of Service. This example uses 1.

• Coverage Path 1 – Enter an unused Coverage Path number. This coverage path will be used later for your Fail-Over environment. This example uses 11.


5. Repeat this procedure for all remaining PIL ports. This example uses 5650 through 5672. Define the Non-EAS ACD Hunt Group

The next step in this configuration method is to define a non-EAS ACD Hunt Group. This hunt group contains all of the PIL port stations as members of the group. Multiple parameters need to be configured to provide a successful integration. The parameters listed below provide the required Apropos values.

To configure a non-EAS ACD Hunt Group, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add hunt-group <value> Where <value> is the value of the unassigned hunt group numbers. This example uses 5.




add hunt-group 5 Page 1 - 61 HUNT GROUP Group Number: 5 ACD? y Group Name: Non-EAS T1 Hunt Queue? y Group Extension: 5700 Vector? y Group Type: ucd-mia TN: 1 COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Queue Length: 24 Calls Warning Threshold: Port: Time Warning Threshold: Port: Skill? n Expected Call Handling Time (sec): 180 AAS? y Measured: none Supervisor Extension: Controlling Adjunct: none Timed ACW Interval (sec): Multiple Call Handling: none Redirect on No Answer (rings): 3 Redirect to VDN: 6000 Forced Entry of Stroke Counts or Call Work Codes? n Message Center: none LWC Reception: none AUDIX Name: Group Number: 5 Group Extension: 5700 Group Type: ucd-mia Member Range Allowed: 1 - 1500 Administered Members (min/max): 1 /24 Total Administered Members: 24 GROUP MEMBER ASSIGNMENTS Ext Name (24 characters) Ext Name (24 characters) 1: 5649 PIL 1 14: 5662 PIL 14 2: 5650 PIL 2 15: 5663 PIL 15 3: 5651 PIL 3 16: 5664 PIL 16 4: 5652 PIL 4 17: 5665 PIL 17 5: 5653 PIL 5 18: 5666 PIL 18 6: 5654 PIL 6 19: 5667 PIL 19 7: 5655 PIL 7 20: 5668 PIL 20

8: 5656 PIL 8 21: 5669 PIL 21



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • ACD - Enter y. • Group Name - Enter a descriptive name. This example uses Non-EAS T1 Hunt. • Queue - Enter y. • Group Extension - This is a valid, unassigned PBX extension. When your Avaya PBX has


• Vector - Enter y, if the vectoring option has been purchased. • Group Type - Enter ucd-mia. • COR - Enter the appropriate Class of Restriction (COR) level for your environment. This

example uses 1. • Queue Length - Enter a number equal to the number of PIL ports used. This example

uses 24. • Skill - Enter n. • AAS - Enter y. This option allows the Apropos PIL ports to log in at startup automatically. • Measured - This value is determined by your system environment.

• If your PBX is equipped with BCMS, enter internal. • If your system is equipped with CMS, enter external or both.

• Redirect on No Answer (rings) - This parameter dictates the number of rings that a call will be presented to a PIL port before a No Answer condition is recognized. This example uses 3.

• Redirect to VDN - This is a valid Vector Directory Number (VDN) used in conjunction with the Redirect on No Answer (rings) parameter. Enter a value that represents an available ACD group or attendant that is available to answer calls in the event of an Apropos Server failure. This example uses 6000.

• Group Member Assignments - Enter all of the station ports that were configured in the Configure Each Apropos PIL Port section, page 20.


This portion of the integration is now complete. Continue with the Apropos Agent Phone Configuration section, page 59, to continue the integration process.



Option 3: Hunt Group Without ACD This configuration utilizes a hunt group without ACD for all of the Apropos PIL ports. The following two steps are required to complete this integration method. 1. Configure the station values for each PIL port. 2. Define the hunt group. Values Used in Examples

For this integration method, the following values are used in the examples. • Group Extension - 5700 • Hunt Group - 7 • Station Numbers - 5649 through 5672 Configure the Station Values for Each PIL Port

The first step in this integration method configures the station values for each Apropos PIL port. You must have a valid range of unassigned PBX extension numbers to complete this step. This section must be repeated for all PIL ports.

To configure the PIL ports, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add station <value> Where <value> is a valid, unassigned PBX extension. This example uses 5649.



3. Press Enter. The Station window displays. 4. Enter the appropriate information in the following fields. The following shows the required

Apropos values to use for this PBX type. • Type - Enter DS1FD. • Port - Enter the appropriate card and port number. This example uses 01B1101 (Cabinet

01, Carrier B, Slot 11, and Port 01). • COR - Enter the appropriate Class of Restriction for your environment. This example uses

1. • Name - Enter a descriptive name. This example uses T1 PIL-1. • COS - Enter the appropriate Class of Service for your environment. • Coverage Path 1 – Enter an unused Coverage Path number. This coverage path will be used

later for your Fail-Over environment. This example uses 11. Accept the default values for all other fields not specifically mentioned, unless your specific environment requires otherwise.

5. Repeat this procedure for all remaining PIL ports. This example uses 5650 through 5672.

add station 5649 Page 1 - 3 STATION Extension: 5649 Lock Messages? n BCC: 0 Type: DS1FD Security Code: TN: 1 Port: 01B1101 Coverage Path 1: 11 COR: 1 Name: T1 PIL-1 Coverage Path 2: COS: 1 Hunt-to Station: 5650 Tests? y STATION OPTIONS Loss Group: 4 Off Premises Station? y R Balance Network? n FEATURE OPTIONS LWC Reception: none LWC Activation? n Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? n Call Waiting Indication? y Per Button Ring Control? n Att. Call Waiting Indication? y Distinctive Audible Alert? y Switchhook Flash? y Adjunct Supervision? y Ignore Rotary Digits? n Per Station CPN - Send Calling Number? H.320 Conversion? n Service Link Mode: as-needed Multimedia Mode: basic Audible Message Waiting? n AUDIX Name: Coverage After Forwarding? s Multimedia Early Answer? n Emergency Location Ext: 5649 SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING



Define a Hunt Group

The next step in this configuration method is to define a hunt group. This hunt group contains all of the PIL port stations as members of the group. Multiple parameters need to be configured to provide a successful integration. The parameters listed below provide the required Apropos values.

To configure a hunt group, perform the following steps. 1. Log in to your PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.



add hunt-group 5 Page 1 - 61 HUNT GROUP Group Number: 7 ACD? n Group Name: Non-EAS T1 Hunt Queue? n Group Extension: 5700 Vector? n Group Type: ucd-mia TN: 1 COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Queue Length: 24 Calls Warning Threshold: Port: Time Warning Threshold: Port: Skill? n Expected Call Handling Time (sec): 180 AAS? y Measured: none Supervisor Extension: Controlling Adjunct: none Timed ACW Interval (sec): Multiple Call Handling: none Redirect on No Answer (rings): 3 Redirect to VDN: 6000 Forced Entry of Stroke Counts or Call Work Codes? n Message Center: none LWC Reception: none AUDIX Name: Group Number: 7 Group Extension: 5700 Group Type: ucd-mia Member Range Allowed: 1 - 1500 Administered Members (min/max): 1 /24 Total Administered Members: 24 GROUP MEMBER ASSIGNMENTS Ext Name (24 characters) Ext Name (24 characters) 1: 5649 PIL 1 14: 5662 PIL 14 2: 5650 PIL 2 15: 5663 PIL 15 3: 5651 PIL 3 16: 5664 PIL 16 4: 5652 PIL 4 17: 5665 PIL 17



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • ACD - Enter n. • Group Name - Enter a descriptive name. This example uses T1 Hunt Group. • Queue - Enter n. • Group Extension - This is a valid, unassigned PBX extension. When your Avaya PBX has


• Vector - Enter n. • Group Type - Enter ucd-mia. • COR - Enter the appropriate Class of Restriction (COR) level for your environment. This

example uses 1. • Group Member Assignments - Enter all of the station ports that were configured in the

Configure Each Apropos PIL Port section, page 20.


This portion of the integration is now complete. Continue with the Apropos Agent Phone Configuration section, page 59, to continue the integration process.

Route Calls to the Apropos Server The Avaya PBX has the capability of routing calls to the Apropos Server in any of the following ways. • Use Dialed Number Information Service (DNIS) to route to a Vector Directory Number (VDN).

This is the recommended method. • Use Dialed Number Information Service to route to a hunt group extension. • Use Direct Inward Dialing (DID) to a VDN. • Use Direct Inward Dialing to a hunt group extension. • Use Auto-Attendant routing to a VDN or hunt group extension.

To use the recommended routing method, you must configure at least one VDN and one vector. Each VDN within the Avaya PBX is associated with one vector number.

This section defines the steps to configure a VDN and vector to route calls to the Apropos Server. To complete this configuration, perform the following two steps. 1. Configure the Vector Directory Number. 2. Configure the vector.



Configure a VDN You must have a valid, unassigned PBX extension number to complete this step.

To configure the VDN, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add vdn <value> Where <value> is a valid, unassigned PBX extension. This example uses 6800.

3. Press Enter. The Vector Directory Number window displays. 4. Enter the appropriate information in the following fields. The following shows the required

Apropos values to use for this PBX type. • Name - Enter a descriptive name. This example uses Apropos Server 800-555-5555. • COR - Enter a Class of Restriction (COR) for your environment. This example uses 1. • Vector Number - This is an unassigned PBX Vector number. This example uses 1. • Measured - This value is determined by your system environment.

• If your PBX is equipped with BCMS, enter internal. • If your system is equipped with CMS, enter external or both.


add vdn 6800 Page 1 - 2 VECTOR DIRECTORY NUMBER Extension: 6800 Name: Apropos Server 800-555-5555 Vector Number: 1 Attendant Vectoring? n Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN: 1 Measured: internal VDN of Origin Annc. Extension: 1st Skill: 2nd Skill: 3rd Skill: AUDIX Name: Return Destination: VDN Timed ACW Interval: BSR Available Agent Strategy: 1st-found Observe on Agent Answer? n Display VDN for Route-To DAC? n VDN Override for ISDN Trunk ASAI Messages? n



Configure a Vector Each vector in the Avaya PBX is comprised of a series of vector steps. Each step represents a command to define the process used to handle calls. Vectors may have from 1 to 32 steps.

This section provides an example of the minimum instructions necessary to route calls to the Apropos Server.

The following example does not address any instructions necessary for a server failure. Those instructions are shown in the Fail-Over Configuration section, page 51, for more information.

To configure the vector, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add vector <value> Where <value> is a valid, unassigned PBX vector number. This example uses 1.

3. Press Enter. The Call Vector window displays.

add vector 1 Page 1 - 3 CALL VECTOR Number: 1 Name: Apropos Server 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? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y Variables? Y 01 wait-time 4 secs hearing ringback 02 queue-to skill 6 pri h 03 wait-time 20 secs hearing ringback 04 announcement 5466 05 goto step 3 if unconditionally 06 stop 07 08 09 10 11 12 . . . 30 31 32



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Name - Enter a descriptive name. This example uses Apropos Server. • Steps - This section allows you to define the step-by-step process of handling calls. Each

line provides an instruction to the PBX. This example uses the following instructions to route the calls. The values to enter are indicated in bold. • Line 01 - wait-time 4 secs hearing ringback. This instruction states that the Apropos

PIL port waits for 4 seconds for clean up between calls, and that ringback is the tone heard by the caller.

• Line 02 - queue-to skill 6 pri m. This is the EAS Skill Group to which calls are queued. The following values entered are determined by the configuration option chosen. • Enter 6 for the EAS ACD option. • Enter 5 for the Non-EAS ACD option. • Enter 7 for the Hunt Group without ACD option. After entering one of these options, enter m for the priority.

• Line 03 - wait-time 20 secs hearing music. This instruction states that while the call is queued, the caller hears music play for 20 seconds.

• Line 04 - announcement 5466. This instruction provides the caller with a recorded announcement identified as routing value 5466, in this case the caller hears the All agents are currently busy announcement.

• Line 05 - goto step 3 if unconditionally. This instruction keeps the call queued until it is answered. The instructions in lines 03 through 05, are repeated unconditionally until the call is answered or the caller disconnects.

• Line 06 - stop. This command ends the subroutine after the call is answered or the caller disconnects.

Configure Telephony on the Voice Server The integration process includes the configuration of several items on the Apropos Server. These items are referenced in this section and discussed in detail in the applicable Apropos documentation. • Configure the AG-4040 / AG-4000-2T T1 Board, page 31 • Change the TCP Information, page 31 • Modify BUS and Slot information, page 31 • Configuration File Changes, page 31 • Apropos Version 6, page 31 • Apropos Version 5.0.2 – Windows 2000, page 35 • Apropos Version 5.0.2 – Windows NT, page 37 • Apropos Version 5.0 and Version 5.0.1, page 39

Each PBX integration type can include variations from system defaults. The following items are impacted for this integration. • AG-4040 / AG-4000-2T T1 Board Configuration • PIL process



Configure the AG-4040 / AG-4000-2T T1 Board This section defines the configuration procedures for the AG-4040 / AG-4000 T1 board. Follow the instructions in the Call Processing Installation Guide, with the following exceptions. These exceptions apply specifically to the Avaya T1 integration.

Change the TCP Information You must change the TCP information to reflect the correct protocols. To select the protocols, uncomment the following lines in the ag.cfg file.

For Windows 2000 and 2003 Operating Systems TCP = ops0.tcp # Off-Premises Station trunk control program

TCP = nocc.tcp # “NO Call Control” protocol – always downloaded for debugging purposes

For Windows NT Operating Systems TCP = lps0.tcp # “Digital Loop Start – OPS-FX” protocol

TCP = nocc.tcp # “NO Call Control” protocol – always downloaded for debugging purposes

Modify BUS and Slot Information Modify the PCIBUS and PCISLOT fields from the pciscan (Windows NT, 2003 and 2000) or blocate (Windows NT only) utility information.

Configuration File Changes Modifications to the configuration file parameters are specific to the Apropos server versions. Please see the appropriate section, as it applies to your site. • Apropos Version 6, page 31 • Apropos Version 5.0.2 – Windows 2000, page 35 • Apropos Version 5.0.2 – Windows NT, page 36 • Apropos Version 5.0 and Version 5.0.1, page 39

Apropos Version 6 The values outlined below are specific to an Avaya Definity PBX utilizing Lineside T1’s integrating to Apropos Version 6 Servers. The two files that must be modified for Apropos v6 integrations are the oamsys.cfg and the ag.cfg. Changes to the cta.cfg file are not required for this integration. The values in the following table apply to the AG 4040 and AG4000 2-T1 boards.

ag.cfg File Parameters Fields to Modify Value to Use

TCP / Windows 2000 ops0.tcp TCP / Windows 2000 nocc.tcp Idle Code For U.S. Integrations: MU-LAW Idle Code For Non-U.S. Integrations: A-LAW Clock Source NETWORK Frame Type ESF Line Code B8ZS



Sample oamsys.cfg File

Modify your oamsys.cfg file to look like the following sample. This is a single board configuration sample. If you are using a multiple-board system, you must uncomment additional board sections. Note specific areas where changes are made. Determine Bus and Slot Information

At a DOS prompt on your voice server, type the following command. pciscan

A window will display with the bus and slot information for AG4040 / AG-4000 T1 card. This information must be added to the oamsys.cfg file.

Using any text editor, modify the oamsys.cfg file. Once modified, the file should look similar to the following. Specific settings that must be changed are bold and called out with boxed text. #------------------------------------------------------- # aprs_sample_ag4000_t1_oamsys.cfg # # This is a sample OAM system configuration file used by the oamsys tool. It describes # all the NMS boards in a chassis. # # Each board is has its own section in this file. Each is delimited by a user-defined # board name in square brackets. All board names and numbers must be unique. # # You will need to modify the bus and slot numbers for each board to match your chassis # configuration. You may also need to add more board sections if you have more boards in your chassis. #---------------------------------------------- [Supervisor] AutoStartEnabled=Yes AutoStopEnabled=Yes #------------------------------------------------- # Uncomment the following section to boot board #0 # Also correctly set the appropriate Bus/Slot info #------------------------------------------------- [Board0] Product = AG_4000_T1 AutoStart = Yes AutoStop = Yes Number = 0 Bus = XX Slot = YY File = ag.cfg #------------------------------------------------- # Uncomment the following section to boot board #1 # Also correctly set the appropriate Bus/Slot info #------------------------------------------------- #[Board1] # Product = AG_4000_T1 # AutoStart = Yes # AutoStop = Yes # Number = 1 # Bus = XX # Slot = YY # File = aprs_ag4000_ag.cfg #-------------------------------------------------

Enter the appropriate Bus and Slot information you received from running pciscan. Enter the File name for your ag.cfg file.



# Uncomment the following section to boot board #2 # Also correctly set the appropriate Bus/Slot info #------------------------------------------------- #[Board2] # Product = AG_4000_T1 # AutoStart = Yes # AutoStop = Yes # Number = 2 # Bus = XX # Slot = YY # File = aprs_ag4000_ag.cfg #------------------------------------------------- # Uncomment the following section to boot board #3. Also, correctly set the appropriate Bus/Slot info. #------------------------------------------------- #[Board3] # Product = AG_4000_T1 # AutoStart = Yes # AutoStop = Yes # Number = 3 # Bus = XX # Slot = YY # File = aprs_ag4000_ag.cfg #------------------------------------------------- # Uncomment the following section to boot board #4. Also, correctly set the appropriate Bus/Slot info. #------------------------------------------------- #[Board4] # Product = AG_4000_T1 # AutoStart = Yes # AutoStop = Yes # Number = 4 # Bus = XX # Slot = YY # File = aprs_ag4000_ag.cfg



Sample ag.cfg File

Modify your ag.cfg file to look like the following sample. This is a single board configuration sample. If you are using a multiple-board system you must uncomment additional board sections. Note specific areas where changes are made.

Using any text editor, modify the ag.cfg file. The file should look similar to the following. Specific settings that must be changed are bold and called out with boxed text. # # AG Plugin-in Config File for AG 4000 # ag.cfg # # TCP files are shipped with the AG-CAS sub-package of Natural Access. Be sure that you installed # the protocols that are specified below before trying to start a board with this configuration file. TCPFiles[0] = nocc.tcp # "no trunk control" protocol # TCPFiles[1] = wnk0.tcp # two-way wink start trunk control program, T1 and analog DID # TCPFiles[1] = wnk1.tcp # two-way wink start trunk control program, analog E+M TCPFiles[1] = ops0.tcp # Off-Premises Station trunk control program # TCPFiles[1] = gds0.tcp # Digital Ground Start trunk control program # DSP (.m54) files to link in DSP.C5x.DSPFiles = callp.m54 dtmf.m54 ptf.m54 signal.m54 tone.m54 voice.m54 wave.m54 rvoice.m54 DLMFiles[0] = gtp.leo DLMFiles[1] = voice.leo DLMFiles[2] = svc.leo # If one needs to override the internal Companding Mode default of the AG4000 board type (T1/E1), # uncomment the appropriate XLaw/Lib lines (typically MU-LAW/ag2libu for US and A-LAW/ag2liba elsewhere) # XLaw = MU-LAW # DSP.C5x.Lib = ag2libu.r54 # XLaw = A-LAW # DSP.C5x.Lib = ag2liba.r54 Clocking.HBus.ClockMode = STANDALONE Clocking.HBus.ClockSourceNetwork = 1 # 1, 2, 3 or 4 for the reference trunk connection Clocking.HBus.ClockSource = NETWORK # NETWORK or OSC NetworkInterface.T1E1[0].FrameType = ESF # ESF or D4 NetworkInterface.T1E1[0].LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE # NetworkInterface.T1E1[1].FrameType = ESF # ESF or D4 # NetworkInterface.T1E1[1].LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE # NetworkInterface.T1E1[2].FrameType = ESF # ESF or D4 # NetworkInterface.T1E1[2].LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE # NetworkInterface.T1E1[3].FrameType = ESF # ESF or D4 # NetworkInterface.T1E1[3].LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE #------------------------------------------------------------------------------ # Other default settings may be found in your AG 4000 Installation and Developer’s Manual. #------------------------------------------------------------------------------

This integration requires that the protocols TCPFiles[0] = nocc.tcp and TCPFiles[1] = ops0.tcp be uncommented.

Enter the values in bold for the ClockSource, FrameType, and LineCode for your Avaya integration.



Apropos Version 5.0.2 – Windows 2000 The values outlined below are specific to an Avaya Definity PBX utilizing Lineside T1’s integrating to Apropos Version 5.0.2 Windows 2000 Servers. The file to be modified for Apropos v5.0.2 integrations is the ag.cfg file. Changes to the cta.cfg file are not required for this integration. The following table contains values for the AG4000 2-T1 board.

ag.cfg File Parameters

Fields to Modify Value to Use

TCP ops0.tcp

TCP nocc.tcp

Idle Code For U.S. Integrations: MU-LAW

Idle Code For Non-U.S. Integrations: A-LAW

Bus Number Use value found with pciscan

Slot Number Use value found with pciscan

Clock Ref NET1

Frame Type ESF

Line Code B8ZS Sample ag.cfg File

Modify your ag.cfg file to look like the following sample. This is a single board configuration sample. If you are using a multiple-board system you must uncomment additional board sections. Note specific areas where changes are made. Determine Bus and Slot Information

At a DOS prompt on your voice server, type the following command. pciscan

A window will display with the bus and slot information for AG-4000 T1 card. This information must be added to the ag.cfg file.

Using any text editor, modify the ag.cfg file. The file should look similar to the following. Specific settings that must be changed are bold and called out with boxed text.

# ------------------------------- # ag.cfg # Sample configuration file for standalone AG4000 # # ------------------------------- [AGBOARD] #---------- COMMON section -------- # Un-comment the ONE appropriate protocol with nocc being the default. # TCP = wnk0.tcp # two-way wink start trunk control program, T1 and analog DID # TCP = wnk1.tcp # two-way wink start trunk control program, analog E+M TCP = ops0.tcp # Off-Premises Station trunk control program # TCP = gds0.tcp # Digital Ground Start trunk control program TCP = nocc.tcp # "NO Call Control" protocol - always downloaded for debugging

This integration requires that the protocols TCP = ops0.tcp and TCP = nocc.tcp be uncommented.



# Common MU-LAW/A-LAW DSP functions AG2DspFile = tone.m54 # Beep, tone generation, dial AG2DspFile = callp.m54 # Call Progress detection AG2DspFile = signal.m54 # Out-of-band channel associated signaling AG2DspFile = dtmf.m54 # DTMF and silence/energy detectors AG2DspFile = ptf.m54 # Cleardown and precise tone detection AG2DspFile = voice.m54 # NMS ADPCM play and record AG2DspFile = mf.m54 # MF detection # AG2DspFile = rvoice.m54 # Unformatted PCM play and record # AG2DspFile = oki.m54 # OKI ADPCM play/record AG2DspFile = wave.m54 # play and record wave files # Uncomment the appropriate IDLE CODE (typically MU-LAW for the US and A-LAW elsewhere) IdleCode = MU-LAW # IdleCode = A-LAW RunModule = gtp.leo RunModule = svc.leo RunModule = voice.leo RunModule = ag2fax.leo #--------- BOARDS section ---------- # # use the tool 'pciscan' to identify the PCIBUS and PCISLOT for each board in the system #----------------------------------- Board 0 PCIBUS = XX PCISLOT = YY ClockRef = NET1 # NET1, NET2, NET3, NET4 or OSC (Master Clock Reference # from T1 connection) FrameType = ESF # D4 or ESF LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE End Board #-----------------------------------

Enter the appropriate Bus and Slot information you received from running pciscan.

Enter the values in bold for the ClockSource, FrameType, and LineCode for your Avaya integration.



Apropos Version 5.0.2 – Windows NT The values outlined below are specific to an Avaya Definity PBX utilizing LinesideT1’s integrating to Apropos Version 5.0.2 Windows NT Servers. The file to be modified for Apropos v5.0.2 integrations is the ag.cfg file. Changes to the cta.cfg file are not required for this integration. The following table contains information for the AG 4000 2-T1 board.



TCP lps0.tcp

TCP nocc.tcp



Bus Number Use value found with blocate

Slot Number Use value found with blocate

Clock Ref NET1

Frame Type ESF



At a DOS prompt on your voice server, type the following command. blocate


Using any text editor, modify the ag.cfg file. The file should look similar to the following. Specific settings that must be changed are bold and called out with boxed text. # ------------------------------- # ag.cfg # Sample configuration file for standalone AG4000 #---------- COMMON section -------- # Un-comment the ONE appropriate protocol with nocc being the default. # TCP = wnk0.tcp # "2-way Wink" protocol # TCP = did0.tcp # "Incoming Only Wink" protocol # TCP = ogt0.tcp # "Outgoing Only Wink" protocol TCP = lps0.tcp # "Digital Loop Start - OPS-FX" protocol # TCP = lps9.tcp # "Digital Loop Start - OPS-SA" protocol # TCP = gst8.tcp # "Digital Ground Start - GST-FX" protocol # TCP = gst9.tcp # "Digital Ground Start - GST-SA" protocol TCP = nocc.tcp # "NO Call Control" protocol - always downloaded for debugging purposes # Common MU-LAW/A-LAW DSP functions

This integration requires that the protocols TCP = lps0.tcp and TCP =nocc.tcp be uncommented.



AG2DspFile = tone.m54 # Beep, tone generation, dial AG2DspFile = callp.m54 # Call Progress detection AG2DspFile = signal.m54 # Out-of-band channel associated signaling AG2DspFile = dtmf.m54 # DTMF and silence/energy detectors AG2DspFile = ptf.m54 # Cleardown and precise tone detection AG2DspFile = voice.m54 # NMS ADPCM play and record AG2DspFile = mf.m54 # MF detection # AG2DspFile = rvoice.m54 # Unformatted PCM play and record # AG2DspFile = oki.m54 # OKI ADPCM play/record AG2DspFile = wave.m54 # play and record wave files # Uncomment the appropriate IDLE CODE (typically MU-LAW for the US and A-LAW elsewhere) IdleCode = MU-LAW # IdleCode = A-LAW RunModule = gtp.leo RunModule = svc.leo RunModule = voice.leo RunModule = ag2fax.leo #--------- BOARDS section ---------- # use the tool 'blocate' to identify the PCIBUS and PCISLOT for each board in the system #----------------------------------- Board 0 PCIBUS = XX PCISLOT = YY ClockRef = NET1 # NET1, NET2, NET3, NET4 or OSC (Master Clock Reference # from T1connection) FrameType = ESF # D4 or ESF LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE End Board #-----------------------------------

Enter the appropriate Bus and Slot information you received from running blocate.

Enter the values in bold for the ClockRef, FrameType, and LineCode for your Avaya integration



Apropos Version 5.0 and Version 5.0.1 The values outlined below are specific to an Avaya Definity PBX utilizing LinesideT1’s integrating to Apropos Version 5.0 and 5.0.1 Windows NT Servers. The file to be modified for Apropos v5.0 and 5.0.1 integrations is the ag.cfg file. Changes to the cta.cfg file are not required for this integration. The following table contains information for the AG 4000 2-T1 board.



TCP lps0.tcp

TCP nocc.tcp



Bus Number Use value found with blocate

Slot Number Use value found with blocate

Clock Ref NET1

Frame Type ESF



At a DOS prompt on your voice server, type the following command. blocate


Using any text editor, modify the ag.cfg file. The file should look similar to the following. Specific settings that must be changed are bold and called out with boxed text. # ------------------------------- # ag.cfg # # Sample configuration file for standalone AG4000 #---------- COMMON section -------- # Un-comment the ONE appropriate protocol with nocc being the default. # TCP = wnk0.tcp # "2-way Wink" protocol # TCP = did0.tcp # "Incoming Only Wink" protocol # TCP = ogt0.tcp # "Outgoing Only Wink" protocol TCP = lps0.tcp # "Digital Loop Start - OPS-FX" protocol # TCP = lps9.tcp # "Digital Loop Start - OPS-SA" protocol # TCP = gst8.tcp # "Digital Ground Start - GST-FX" protocol # TCP = gst9.tcp # "Digital Ground Start - GST-SA" protocol TCP = nocc.tcp # "NO Call Control" protocol - always downloaded # for debugging purposes

This integration requires that the protocols TCP = lps0.tcp and TCP = nocc.tcp be uncommented.



# Common MU-LAW/A-LAW DSP functions AG2DspFile = tone.m54 # Beep, tone generation, dial AG2DspFile = callp.m54 # Call Progress detection AG2DspFile = signal.m54 # Out-of-band channel associated signaling AG2DspFile = dtmf.m54 # DTMF and silence/energy detectors AG2DspFile = ptf.m54 # Cleardown and precise tone detection AG2DspFile = voice.m54 # NMS ADPCM play and record AG2DspFile = mf.m54 # MF detection # AG2DspFile = rvoice.m54 # Unformatted PCM play and record # AG2DspFile = oki.m54 # OKI ADPCM play/record AG2DspFile = wave.m54 # play and record wave files # Uncomment the appropriate IDLE CODE (typically MU-LAW for the US and A-LAW elsewhere) IdleCode = MU-LAW # IdleCode = A-LAW RunModule = gtp.leo RunModule = svc.leo RunModule = voice.leo RunModule = ag2fax.leo #--------- BOARDS section ---------- # use the tool 'blocate' to identify the PCIBUS and PCISLOT # for each board in the system #----------------------------------- Board 0 PCIBUS = XX PCISLOT = YY ClockRef = NET1 # NET1, NET2, NET3, NET4 or OSC (Master Clock Reference # from T1 connection) FrameType = ESF # D4 or ESF LineCode = B8ZS # AMI, B8ZS, AMI_ZCS, AMI_BELL, AMI_DDS or AMI_GTE End Board #-----------------------------------

Enter the appropriate Bus and Slot information you received from running blocate.

Enter the values in bold for the ClockRef, FrameType, and LineCode for your Avaya integration.



Values for PIL and SLP Processes The following identifies the information to use in the Call Processing Server Processes for this integration. These server processes are configured in the Apropos System Manager application and are described in the Apropos System Manager Help system.

The PIL process is a required Call Processing Server Process. However, the value of the Switch Link, in the PIL process, can determine whether the SLP process must be configured. When the SLP process must be configured, the values shown in the SLP Process section are used. • When the Switch Link value is True or Enabled, an SLP process must be configured that

corresponds to the Associated Switch Link Process value of the PIL process. • When the Switch Link value is False or Disabled, and your site uses switch link enabled

agents, an SLP process must be configured that corresponds to the Associated Switch Link Process value of the agents.

• When the Switch Link value is False or Disabled, and your site does not use switch link enabled agents, the SLP process is not configured.

The properties and values for the PIL and SLP Processes vary slightly from Apropos Version 5 to Version 6. Refer to the appropriate table below for the settings affecting your site.

Version 6 PIL Process The following identifies the property and the appropriate value to use during the PIL process configuration. The appropriate values for fields not specifically mentioned here, are site determined.

Property Value

extension Applicable Directory Number

port type t1_loop_start

switchlink Use True for on or False for off.

link name Enter the appropriate Link name.

Version 6 SLP Process The following identifies the property and the appropriate value to use during the SLP process configuration. The appropriate values for fields not specifically mentioned, are site determined.

Property Value

ctclogicalid Link Name as defined in the Dialogic CTC Server Configuration Program.

ctcserver Where the CTC software is located. Default is localhost.

ctctransport ncacn_ip_tcp

PBX Type From the drop down list select ctc_lucent

ACDMode EAS



Version 5 PIL Process The following identifies the property and the appropriate value to use during the PIL process configuration. The appropriate values for fields not specifically mentioned here, are site determined.

Property Value to Use

PIL Extension Number Applicable Directory Number

PIL Port Type t1_loop_start

Switch Link Mode Enabled

Associated Switch Link Process Select a value from the appropriate list.

Version 5 SLP Process The following identifies the property and the appropriate value to use during the SLP process configuration. The appropriate values for fields not specifically mentioned, are site determined.

Property Value to Use

CTC Link Identifier Link Name as defined in the Dialogic CTC Server Configuration Program.

CTC Server Hostname Where the CTC software is located. Default is localhost.

CTC Transport Mode ncacn_ip_tcp

PBX Type ctc_lucent

Startup Service Dependency CTCServer

Link ID Populated automatically from the SLP Process Name when created. Do not change this value.

ACD PIL Login Script Change

Version 6.5 PIL Script Change For Apropos Version 6.5 and above users, a PIL script change is required for the completion of the PIL EAS ACD integration. You must add your PIL Agent ID numbers to the array table as they relate to the PIL ports. The section of code that needs to be added to your PIL script should be added after the When statements, as shown below.

The following three lines are existing PIL code. when call A_DoCall

when hangup A_DoHangup

when connectionlost A_DoConnectionLost



The following section of code must be added to your PIL script after the When statements.

For Application Designer-based projects, add the following code to the init_aad proc. # Create a TCL Array with all the PIL port Login Extensions

set LoginExtension(pil1) 5101
























# Retrieve the LoginExtension for this PIL Port

set thisLogin $LoginExtension($thisPID)

set result [acd_login -autologout 1 -logicalagent $thisLogin]

switch -exact -- $result {

"SUCCESS" {

log "LOGIN was a resounding SUCCESS!!!"

}

default {

log "LOGIN was a cataclysmic FAILURE. User can do backup analog login here..."

global ctaParameter

set temp $ctaParameter(ncc.x.adi_placecall.connectmask)

set ctaParameter(ncc.x.adi_placecall.connectmask) 0x8000

log "Login port"

call "*65$thisLogin"

disconnect

delay 100

log "Make port ready or auto-in"

call "*63"

disconnect

set ctaParameter(ncc.x.adi_placecall.connectmask) $temp

}

} ;# End of switch on result

These values are site specific and may vary for your site. Login to your Avaya PBX and enter the Display feature-access-codes command to find the appropriate values for your site. Example: Login Access Code = 65 Auto-In Access Code =63



Version 6.0.1 PIL Script Change For Apropos Version 6.0.1 a PIL script change is required for the completion of the PIL EAS ACD integration. You must add your PIL Agent ID numbers to the array table as they relate to the PIL ports. You need to add the section of code to your PIL script after the When statements, as shown below.

The following three lines are existing PIL code. when call A_DoCall

when hangup A_DoHangup

when connectionlost A_DoConnectionLost

You must add the following section of code to your PIL script after the When statements.

For Application Designer-based projects, add the following code to the init_aad proc. # Create a TCL Array with all the PIL port Login Extensions



























# Retrieve the LoginExtension for this PIL Port

set thisLogin $LoginExtension($thisPID)

set result [acd_login -autologout 1 -logicalagent $thisLogin]

switch -exact -- $result {

"SUCCESS" {

log "LOGIN was a resounding SUCCESS!!!"

}

default {

log "LOGIN was a cataclysmic FAILURE. User can do backup analog login here..."

global ctaParameter

set temp $ctaParameter(adi.placecall.connectmask)

set ctaParameter(adi.placecall.connectmask) 0x8000

log "Login port"

call "*65$thisLogin"

disconnect

delay 100

log "Make port ready or auto-in"

call "*63"

disconnect

set ctaParameter(adi.placecall.connectmask) $temp

}

} ;# End of switch on result

These values are site specific and may vary for your site. Log in to your Avaya PBX and enter the Display feature-access-codes command to find the appropriate values for your site. Example: Login Access Code = 65 Auto-In Access Code = 63


Requeue Port Configuration This section describes how to define ports for requeuing. Requeuing allows an agent to transfer a call back into the Apropos queue to be answered by another agent in a different queue or to be answered by an agent with a more appropriate skill set. When requeuing is configured properly, the caller hears the main greeting initially, but when transferred for a requeue interaction, the caller bypasses the main greeting and is placed into the proper queue.

You must use valid extension numbers from your dial plan for this application. In this example, we use the extension numbers 6990 through 6994. More ports for requeuing can be added if necessary. These ports will be configured as 2500 type ports.

To configure the ports for requeuing, perform the following steps. 1. Define a coverage path. 2. Configure the stations for requeuing. 3. Modify the PPM_Server.ini file, page 50. Define a Coverage Path

The first step in configuring the ports for requeuing is to define a coverage path. Values used in examples

The following values are used in this example. • Coverage Path - 10 • Group Extension - 5700 • Hunt Group - 7 • Station Numbers - 6990 through 6994

To define the coverage path, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add coverage path <value> Where <value> is a valid, unassigned PBX number. This example uses 10.

Requeue Port Configuration


3. Press Enter. The Coverage Path window displays. 4. Enter the appropriate information in the following fields. The following shows the required

Apropos values to use for this PBX type. • Coverage Criteria section - Enter y for all fields in this section. • Number of Rings - Enter 1. • Point1 - This is the value of the hunt group number of the PIL ports. The following values

entered are determined by the configuration option chosen. • Enter h6 for the EAS ACD option. • Enter h5 for the Non-EAS ACD option. • Enter h7 for the Hunt Group without ACD option.


add coverage path 10 Page 1 of 1 COVERAGE PATH Coverage Path Number: 10 Hunt after Coverage? n Next Path Number: Linkage COVERAGE CRITERIA Station/Group Status Inside Call Outside Call Active? y y Busy? y y Don't Answer? y y Number of Rings: 1 All? y y DND/SAC/Goto Cover? y y COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearances? y



Configure Stations for Requeuing Ports

For this configuration, we utilize 2500 type station ports. You must have a valid range of unassigned PBX extension numbers to complete this step. This section must be repeated for all PPM (requeue) ports.

For this example, use 6990 - 6993 as the station numbers.

To define the PPM ports, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command: add station <value>

Where <value> is a valid, unassigned PBX extension. This example uses 6990.


add station 6990 Page 1 - 3 STATION Extension: 6990 Lock Messages? n BCC: 0 Type: 2500 Security Code: TN: 1 Port: x Coverage Path 1: 10 COR: 1 Name: PPM Port 1 Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Loss Group: 1 Message Waiting Indicator: none Off Premises Station? n Remote Office Phone? n FEATURE OPTIONS LWC Reception: spe LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? y Call Waiting Indication? y Per Button Ring Control? n Att. Call Waiting Indication? y Bridged Call Alerting? n Distinctive Audible Alert? y Switchhook Flash? y Adjunct Supervision? y Ignore Rotary Digits? n H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: basic Audible Message Waiting? n AUDIX Name: Coverage After Forwarding? s Multimedia Early Answer? n Direct IP-IP Audio Connections? y Emergency Location Ext: 6990 IP Audio Hairpinning? y SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: HOT LINE DESTINATION Abbreviated Dialing List Number (From above 1, 2 or 3): Dial Code: Line Appearance: call-appr



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type.

• Type - Enter 2500. • Port - Enter X. This parameter is set to X to indicate that there is no physical hardware

used. • Coverage Path 1 - Enter 10. This is the coverage path defined in the previous step. • Name - Enter a descriptive name. This example uses PPM Port 1. • LWC Reception - Enter none. • LWC Activation - Enter n. • Coverage Msg Retrieval - Enter n. • Call Waiting Indication - Enter n.


Port Pool Manager Modifications Modify the following required fields in the PPM_Server.ini file, on the Apropos Voice Server. Detailed information on the file is located in the Call Processing Installation Guide. The applicable Avaya values are listed in the following table.

Do not forget to uncomment the appropriate lines or sections by removing the semi-colon ( ; ) when modifying the SLP process name and entering the extension numbers.


SLP process name [SLPAvaya]

ManagedExtensionsList Enter the extension numbers you created for requeuing.

For example, change the Managed Extensions List line to look like ManagedExtensionsList = 6990-6993


Fail-Over Configuration A fail-over environment is an environment where call processing is minimally affected in the event of an Apropos Server failure. In the event of a server failure, calls that are presented to the Apropos Server port are not answered. Although there are many options available to configure the Avaya PBX in the event of an Apropos Server failure, this section defines the possible fail-over configurations, by using vectors and hunt groups.

Option Determinations Using Vectors

Vectors are used to check the status of the Apropos queue. In the event of a server failure, calls presented to the Apropos Server port that are not answered are rerouted to a non-ACD Hunt Group. Rerouting to different call termination points is key in providing minimal call processing interruptions. This is the recommended configuration. Using Hunt Groups

In the event that the vectoring option for your Avaya PBX has not been purchased, it is possible to define all Apropos desktop agents to a hunt group. Calls are routed to this hunt group using a coverage path. Rerouting Options

Regardless of which fail-over configuration is chosen, there are different rerouting options available. Following the status check of the Avaya ACD, which contains the PIL ports as members, calls can be rerouted in one of the following three ways. • Reroute to an Avaya hunt group (non-ACD), which contains the Apropos agent desktop phones. • Reroute to an Avaya ACD group, which contains agent desktop phones. • Reroute to an Avaya hunt group (non-ACD), which contains non-Apropos agent desktop phones.

Fail-Over Configuration

52 Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC 52

Using Vectors to Define the Fail-Over Configuration Each vector in the Avaya PBX is comprised of a series of vector steps. This section provides an example of the minimum instructions necessary to route calls to the Apropos Server and includes instructions to perform in the event of a server failure.

In this configuration, check the status of the Apropos ACD and define the rerouting of calls to an Apropos non-ACD hunt group.

To configure the vector, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

change vector <value> Where <value> is a valid, unassigned PBX vector number. This example uses 1.

3. Press Enter. The Call Vector window displays.

add vector 1 Page 1 - 3 CALL VECTOR Number: 1 Name: Apropos T1 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? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y Variables? y 01 wait-time 4 secs hearing ringback 02 goto step 10 if staffed-agents in skill 6 < 1 03 queue-to skill 6 pri h 04 wait-time 20 secs hearing ringback 05 announcement 5466 06 goto step 3 if unconditionally 07 stop 08 09 10 route-to number 5700 with cov n if unconditionally 11 stop 12 13 . . . 30 31 32



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Name - Enter a descriptive name. This example uses Apropos Server. • Steps - This section allows you to define the step-by-step process of handling calls. Each

line provides an instruction to the PBX. This example uses the following instructions to route the calls. • Line 01 - wait-time 4 secs hearing ringback. This instruction states that the Apropos

PIL port waits for 4 seconds for clean up between calls, and that ringback is the tone heard by the caller.

• Line 02 - goto step 10 if staffed-agents in skill 6 < 1. This instruction defines what to do when the call cannot be answered by any agent in skill group number 6.Skill group 6 is the Apropos EAS Skill Group to which calls are queued; the value entered is determined by the configuration option chosen, as follows. • Enter 6 for the EAS ACD option. • Enter 5 for the Non-EAS ACD option. • Enter 7 for the Hunt Group without ACD option.

• Line 03 - queue-to skill 6 pri m. This instruction queues calls to the Apropos EAS Skill Group number 6.

• Line 04 - wait-time 20 secs hearing music. This instruction states that while the call is queued, the caller hears music play for 20 seconds.

• Line 05 - announcement 5466. This instruction provides the caller with a recorded announcement identified as routing value 5466, in this case the caller hears the All agents are currently busy announcement.

• Line 06 - goto step 3 if unconditionally. This instruction keeps the call queued until it is answered. The instructions in lines 03 through 05, are repeated unconditionally until the call is answered or the caller disconnects.


• Line 10 - route-to number 5700 with cov n if unconditionally. This routes calls to the non-ACD hunt group defined. This instruction reroutes the call to another extension when there are no agents available in the skill group number 6.



The configuration of the fail-over environment using vectors is complete.



Using Coverage Paths to Define the Fail-Over Configuration In the event that the vectoring option for your Avaya PBX has not been purchased, it is possible to define all Apropos desktop agents to a hunt group. Calls are routed to this hunt group using a coverage path.

To define all Apropos desktop agents to a hunt group, perform the following steps. 1. Define a hunt group. 2. Define the coverage path. Define a Hunt Group

The first step is to define all Apropos desktop agent phones to a hunt group.

Values used in examples

For this example, the following values are used. • Coverage Path - 11 • Group Extension - 5811 • Hunt Group - 8 • Group Member Assignments - 5451, 5452, and 5453 To define the hunt group, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.




3. Press Enter. The Hunt Group window displays. 4. Enter the appropriate information in the following fields. The following shows the required

Apropos values to use for this PBX type. • ACD - Enter n. • Group Name - Enter a descriptive name. This example uses Apropos Agent Fail-Over. • Queue - Enter n. • Group Extension - This is a valid, unassigned PBX extension. If you do not have the Call

Vectoring option, this value must be a valid Direct Inward Dialing (DID) number. This example uses 5811.

• Vector - Enter n. • Group Type - Enter ucd-mia. • Coverage Path - This is a valid, unused path number. This example uses 11. • COR - Enter the appropriate Class of Restriction (COR) level for your environment. This

example uses 1. • Group Member Assignments section - Enter all Apropos agent desktop phones. This

example uses 5451, 5452, and 5453. Accept the default values for all other fields not specifically mentioned, unless your specific environment requires otherwise.

add hunt-group 8 Page 1 - 60 HUNT GROUP Group Number: 8 ACD? n Group Name: Apropos Agent Fail-Over Queue? n Group Extension: 5811 Vector? n Group Type: ucd-mia Coverage Path: TN: 1 Night Service Destination: COR: 1 MM Early Answer? n Security Code: ISDN Caller Display: Message Center: none LWC Reception: none AUDIX Name: Group Number: 8 Group Extension: 5811 Group Type: ucd-mia Member Range Allowed: 1 - 1500 Administered Members (min/max): 1 /3 Total Administered Members: 3 GROUP MEMBER ASSIGNMENTS Ext Name (24 characters) Ext Name (24 characters) 1: 5451 Apropos Agent 1 14: 2: 5452 Apropos Agent 2 15: 3: 5453 Apropos Agent 3 16: 4: 17: 5: 18: 6: 19: 7: 20: 8: 21: 9: 22: 10: 23: 11: 24: 12: 25: 13: 26:



Define the Coverage Path

The next step is to define a coverage path. Values used in examples

The following values are used in the examples. • Coverage Path - 11 • Hunt Group - h8

To define the coverage path, perform the following steps. 1. Log in to your Avaya PBX, if you are not already logged in. 2. At the Command prompt line, enter the following command.

add coverage path <value> Where <value> is a valid, unassigned PBX number. This example uses 11.

3. Press Enter. The Coverage Path window displays.

add coverage path 11 Page 1 of 1 COVERAGE PATH Coverage Path Number: 11 Hunt after Coverage? n Next Path Number: Linkage COVERAGE CRITERIA Station/Group Status Inside Call Outside Call Active? n n Busy? n n Don't Answer? y y Number of Rings: 2 All? n n DND/SAC/Goto Cover? y y COVERAGE POINTS Terminate to Coverage Pts. with Bridged Appearances? y Point1: h8 Rng: Point2: Point3: Point4: Point5: Point6:



4. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Coverage Criteria section - Values will be the same for both the Inside Call and Outside

Call columns. • Active - Enter n. • Busy - Enter n. • Don’t Answer - Enter y. • All - Enter n. • DND/SAC/Goto Cover - Enter y. • Number of Rings - Enter 2. • Point1 - This is the value of the hunt group number of the Apropos Agent desktop

phones. The value entered is determined by the configuration option chosen. This example uses h8.


The configuration of the fail-over environment using a coverage path is complete.


Apropos Agent Phone Configuration

Link Agent Phone Configuration This section discusses the required configuration for Link Agent desktop telephones. Link Agent phones connected to the Avaya PBX are configured as digital telephone sets. You must have a valid range of unassigned PBX extension numbers to complete this step. This section must be repeated for all Apropos agent phones.

An Apropos and Avaya integration does not support the following.

• The ISDN line of Avaya phones for switch link enabled agents.

• Bridging capabilities for agent phones.

Program the Digital Agent Phone To configure the Apropos Agent desktop phones, perform the following steps. 1. At the Command prompt line, enter the following command.

add station <value>

Where <value> is a valid, unassigned PBX extension. This example uses 5451.


60 Avaya/Definity PBX Integration Guide – APBXIG-6.5-CC 60


add station 5451 Page 1 - 4 STATION Extension: 5451 Lock Messages? n BCC: 0 Type: 8410D Security Code: TN: 1 Port: Coverage Path 1: COR: 1 Name: Apropos Agent 1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Loss Group: 2 Personalized Ringing Pattern: 1 Data Module? n Message Lamp Ext: 5451 Speakerphone: 2-way Mute Button Enabled? y Display Language: english Media Complex Ext: IP SoftPhone? n Remote Office Phone? n FEATURE OPTIONS LWC Reception: spe Auto Select Any Idle Appearance? n LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? y Idle Appearance Preference? n Per Button Ring Control? n Bridged Call Alerting? n Restrict Last Appearance? y Active Station Ringing: single H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: basic Audible Message Waiting? n Display Client Redirection? n AUDIX Name: Select Last Used Appearance? n Coverage After Forwarding? s Multimedia Early Answer? n Direct IP-IP Audio Connections? y Emergency Location Ext: 5451 IP Audio Hairpinning? y 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 6: 2: call-appr 7: 3: call-appr 8: 4: 9: 5: 10: SOFTKEY BUTTON ASSIGNMENTS 1: lwc-store 2: lwc-cancel 3: auto-cback 4: timer 5: call-fwd Ext: 6: call-park 7: date-time 8: priority 9: abr-prog 10: abr-spchar Char: ~p 11: abr-spchar Char: ~m 12: abr-spchar Char: ~w



3. Enter the appropriate information in the following fields. The following shows the required Apropos values to use for this PBX type. • Type - Enter the type of phone. This example uses 6416D. • Port - Enter the appropriate card and port number. This example uses 01A0801 (Cabinet

01, Carrier A, Slot 08 and Port 01). • Name - Enter a descriptive name. This example uses Apropos Agent. • COR - Enter the appropriate Class of Restriction for your environment. This example uses

1. • COS - Enter the appropriate Class of Service for your environment. This example uses 1. • Button Assignments - Multiple call-appr buttons may be designated for this application.

Accept the defaults for all other fields not specifically mentioned.

Use the appropriate key, as defined by your site, to apply the changes and return to the Command prompt line.

4. Repeat this procedure for all remaining Apropos agent phones.

Standard Agent Phone Configuration This section discusses the configuration for standard agent desktop telephones. Because the Standard Agent phone has no direct integration to the Apropos product, there are no limitations to the configurations of these phones. These Agent phones can be provisioned in any manner necessary to fit your environment. Standard Agent phones on an Avaya PBX can be provisioned as digital or analog telephone sets. The specific configuration of these phones will depend entirely on your telephony environment.

Digital Standard Agent Phone Configuration If you are using digital phone sets as your Apropos Agent phones, Apropos does not put any specific limitations on the configurations of these Agent phones. If a reference is needed for an example of a typical Apropos Agent phone, see the section on Link Agent Phone Configuration.

Analog Standard Agent Phone Configuration If you are using analog phone sets as your Apropos Agent phones, Apropos does not put any specific limitations on the configurations of these Agent phones. If a reference is needed for an example of a typical Apropos Agent phone, see the Link Agent Configuration section.


Switch Link Configuration

Install Switch Link Software – Avaya S8700/S8500 The Apropos System interfaces to the Avaya S8700/S8500 PBX CTI-link with Intel NetMerge. This requires the Avaya PBX to have the CallVisor ASAI LAN Gateway (DLG) R2 over Multi-Application Platform (MAPD) on the Enterprise Communications Server (ECS) switch. This switch provides ASAI functionality using an Ethernet transport.

The following procedures are necessary to continue the installation for your Avaya S8700/S8500 CTI link site. • Start the Switch Link Process • Install and Configure the NetMerge Server

Start the Switch Link Process The Apropos Server Switch Link Process (SLP) serves as a gateway for all other Apropos processes to the PBX CTI-link. Start this process from the Processes Table in the Apropos Management Console.

The following table shows the SLP settings that should be used for this PBX type. Accept all other SLP setting defaults.

Parameter Name Description Value to Use

Startup Parms Startup parameters none

Startup Service Dependency

Service Dependency Your system environment determines this value.

• If the SLP and the CtcServer reside on the same server, enter CtcServer.

• If the SLP and the CtcServer do not reside on the same server, enter None.

PBX Type Type of PBX ctc_Avaya

ctclogicalid CTC Logical Identifier Specified in the Link Selection dialog.

ctctransport CTC Transport Mode ncacn_ip_tcp

ctcserver NetMerge Server Host Name Your system environment determines this value.

• If the SLP and the CtcServer reside on the same server, enter localhost.

• If the SLP and the CtcServer do not reside on the same server, enter the IP Address or the system name of the server on which the CtcServer resides.



Install and Configure the NetMerge Server Make sure that you install this application on your server’s d: drive.

Perform the following steps to install the NetMerge switch link software on the server. 1. Plug the Intel NetMerge Server License Dongle into the printer of the USB port of the server

where the NetMerge Server software is being installed. Typically, this is the Apropos Primary Server. Intel uses this license dongle as the license verification. If it is not installed on the server, the Intel NetMerge Server software cannot start.

2. With the Apropos Version 6.5 CD-ROM inserted in the CD-ROM drive, enter e:\extras\Netmerge60\x86_winnt_4x\setup.exe in the Open text box of the Run dialog to execute the set-up file. This assumes e: is the CD-ROM drive.

3. Follow the Wizard prompts, accepting the default values except as noted in the following. • On the Call Processing Software Installation Type dialog, select Custom. • Do not select SOAP Services or NetMerge 6.0 Client. • On the Web Server Installation dialog, click No. • On the Select Interfaces dialog, verify the following.

• The Java[TM] RMI check box is selected. • The DCE/RPC check box is selected.

• On the Adobe Acrobat reader dialog click Yes, if you do not have this application currently installed. Otherwise, click No to continue.

• On the Select Next Step dialog, select the Run Configuration Program check box. • At the Call Processing Server Configuration window, enter a descriptive name for the link

between your PBX switch and the Apropos Server. The Logical Identifier must not exceed 15 characters. Click Add. The Switch Type for Link dialog displays.

• Scroll down to and select Avaya DEFINITY/Prologix and verify that the TCP/IP radio button is selected. Click Next. The Call Processing Server Configuration dialog displays.



• Use the following information to complete the fields on the Call Processing Server Configuration dialog.

Parameter Description

Switch IP Address Specify the TCP/IP address of the switch. See your switch administrator for the address. Value Type: Text string Format: n.n.n.n, a series of four hexadecimal numbers, each with a value from 0 to 255, separated by periods Default: None

Link Number Specifies the Client Link Number as defined on the selected switch. Value Type: Numeric string Minimum: 1 Maximum: 8 Default: 0

Maximum Monitors Specify the maximum number of channels to monitor at the same time. Value Type: Numeric string Minimum: 0 Maximum: This is determined by the following.

• Limitations defined by your Call Processing software license • The system resources available on your server • Any limitations defined by your switch

Default: 1000

Auto Start Link Determines whether the link automatically starts each time that the NetMerge Server is rebooted. Value Type: Check box Values: Selected, the link automatically starts each time - or - Cleared, the link does not automatically start Default: Selected

Auto Restart Monitors

Determines whether the device channels automatically re-establish, and monitoring starts, if a link is restarted after a previous shutdown. Value Type: Check box Values: Selected, the device channels automatically re-establish - or - Cleared, the device channels does not automatically re-establish Default: Cleared

Local IP Address Specify the TCP/IP address of the network adapter board installed on the NetMerge Server to communicate with the switch. Use this field only when you have more than one network adapter board installed on the NetMerge Server, and you want to identify the board used to communicate with the switch. See your switch administrator for the address. Value Type: Text string Format: n.n.n.n, a series of four hexadecimal numbers, each with a value from 0 to 255, separated by periods Default: None

Device Level Authorization

Verify the Enable check box is clear.



4. If your application requires multiple links, you may add them now. If additional links are not needed at this time, click Save.

5. Restart your computer.

Complete the NetMerge Installation Continue the switch link software installation by performing the tasks defined in the NetMerge Installation and Test section of the Call Processing Installation Guide.

Install Switch Link Software – Avaya DEFINITY The Apropos System interfaces to the Avaya PBX CTI-link with Intel’s NetMerge. This requires the Avaya PBX to have the CallVisor ASAI DEFINITY LAN Gateway (DLG) R2 over Multi-Application Platform (MAPD) on the DEFINITY Enterprise Communications Server (ECS) switch. This switch provides ASAI functionality using an Ethernet transport.

The following procedures are necessary to continue the installation for your Avaya DEFINITY CTI link site. • Start the Switch Link Process • Install and Configure the NetMerge Server

Start the Switch Link Process The Apropos Server Switch Link Process (SLP) serves as a gateway for all other Apropos processes to the PBX CTI-link. Start this process from the Processes Table in the Apropos Management Console.

The following table shows the SLP settings that should be used for this PBX type. Accept all other SLP setting defaults.


Service Dependency Service Dependency Your system environment determines this value.



PBX Type Type of PBX ctc_Avaya

ctclogicalid CTC Logical Identifier Specified in the Link Selection dialog.

Ctctransport CTC Transport Mode ncacn_ip_tcp

Ctcserver NetMerge Server Host Name

Your system environment determines this value.





Install and Configure the NetMerge Server Make sure that you install this application on your server’s d: drive.

Perform the following steps to install and configure the NetMerge switch link software on the server. 1. Plug the Intel NetMerge Server License Dongle into the printer of the USB port of the server

where the NetMerge Server software is being installed. Typically, this is the Apropos Primary Server. Intel uses this license dongle as the license verification. If it is not installed on the server, the Intel NetMerge Server software cannot start.

2. With the Apropos Version 6.5 CD-ROM inserted in the CD-ROM drive, enter e:\extras\Netmerge60\x86_winnt_4x\setup.exe in the Open text box of the Run dialog to execute the setup file. This assumes e: is the CD-ROM drive.

3. Follow the Wizard prompts, accepting the default values except as noted in the following. • On the Call Processing Software Installation Type dialog, select Custom. • Do not select SOAP Services or NetMerge 6.0 Client. • On the Web Server Installation dialog, click No. • On the Select Interfaces dialog, verify the following.

• The Java[TM] RMI check box is selected. • The DCE/RPC check box is selected.

• On the Adobe Acrobat reader dialog click Yes, if you do not have this application currently installed. Otherwise, click No to continue.

• On the Select Next Step dialog, select the Run Configuration Program check box. • At the Call Processing Server Configuration window, enter a descriptive name for the link

between your PBX switch and the Apropos Server. The Logical Identifier must not exceed 15 characters. Click Add. The Switch Type for Link dialog displays.

• Scroll down to and select Avaya DEFINITY/Prologix and verify that the TCP/IP radio button is selected. Click Next. The Call Processing Server Configuration dialog displays.



• Use the following information to complete the fields on the Call Processing Server Configuration dialog.

Parameter Description

Switch IP Address Specify the TCP/IP address of the switch. See your switch administrator for the address. Value Type: Text string Format: n.n.n.n, a series of four hexadecimal numbers, each with a value from 0 to 255, separated by periods Default: None

Link Number Specifies the Client Link Number as defined on Avaya DEFINITY switch. Value Type: Numeric string Minimum: 1 Maximum: 8 Default: 0

Maximum Monitors Specify the maximum number of channels that can be monitored at the same time. Value Type: Numeric string Minimum: 0 Maximum: See the documentation provided with switch. Default: 1000

Auto Start Link Determines whether the link automatically starts each time that the NetMerge Server is rebooted. Value Type: Check box Values: Selected or Cleared Default: Selected

Auto Restart Monitors

Determines whether the device channels automatically re-establish, and monitoring starts, if a link is restarted after a previous shutdown. Value Type: Check box Values: Selected, the device channels automatically re-establish - or - Cleared, the device channels does not automatically re-establish Default: Cleared

Local IP Address Specify the TCP/IP address of the network adapter board installed on the NetMerge Server to communicate with the switch. Use this field only when you have more than one network adapter board installed on the NetMerge Server, and you want to identify the board used to communicate with the switch. See your switch administrator for the address. Value Type: Text string Format: n.n.n.n, a series of four hexadecimal numbers, each with a value from 0 to 255, separated by periods Default: None

Network Node ID Unused field, leave blank.

Device Level Authorization

Verify that the Enable check box is cleared.



4. Click Save, then click Exit. 5. Restart your computer.

Complete the NetMerge Installation Continue the switch link software installation by performing the tasks defined in the NetMerge Installation and Test section of the Call Processing Installation Guide.

SLP Parameters The Apropos Server Switch Link Process (SLP) serves as a gateway for all other Apropos processes to the PBX CTI-link. Start this process from the Processes Table in the Apropos Management Console.

The following identifies the information to use in the Call Processing Server Processes for this integration. These server processes are configured in the Apropos System Manager application and are described in the Apropos System Manager Help system.

The PIL process is a required Call Processing Server Process. However, the value of Switch Link, in the PIL process, can determine whether the SLP process must be configured. When the SLP process must be configured, the values shown in the SLP Process section are used. • When the Switch Link value is True or Enabled, an SLP process must be configured that

corresponds to the Associated Switch Link Process value of the PIL process. • When the Switch Link value is False or Disabled, and your site uses switch link enabled

agents, an SLP process must be configured that corresponds to the Associated Switch Link Process value of the agents.

• When the Switch Link value is False or Disabled, and your site does not use switch link enabled agents, the SLP process is not configured.

The properties and values for SLP Processes vary slightly from Apropos Version 5 to Version 6. Refer to the appropriate tables below for the settings affecting your site.



Version 6 SLP Process The following identifies the property and the appropriate value to use during the SLP process configuration. The appropriate values for fields not specifically mentioned are site determined.


ctclogicalid CTC Logical Identifier Link Name as defined in the Dialogic CTC Server Configuration Program.

ctcserver NetMerge Server Host Name




ctctransport CTC Transport Mode ncacn_ip_tcp

ACDMode ACD Type EAS

PBX Type Type of PBX From the drop down list, select ctc_Avaya.

Service Dependency Service Dependency Your system environment determines this value.



Version 5 SLP Process The following identifies the property and the appropriate value to use during the SLP process configuration. The appropriate values for fields not specifically mentioned are site determined.


CTC Link Identifier Link Name Link Name as defined in the Dialogic CTC Server Configuration Program.

CTC Server Hostname NetMerge Server Host Name




CTC Transport Mode CTC Transport Mode ncacn_ip_tcp

Link ID SLP Process Populated automatically from the SLP Process Name when created. Do not change this value.

PBX Type Type of PBX From the drop down list, select ctc_Avaya.

Startup Service Dependency Service Dependency Your system environment determines this value.




Additional Notes The following items should also be noted for this integration.

ANI and DNIS through Switch Link If ANI and DNIS collection are required for this integration, switch link integration is required on all PIL ports. The switch link capability allows additional functionality of your Apropos environment.

Trunk-to-Trunk Transfers Occasionally it is necessary to transfer outside of the Apropos/Avaya environment. Most PBXs are capable of trunk-to-trunk transfers. Your environment determines whether it is necessary to modify your Class of Service and Class of Restriction settings to allow this functionality.


Index

A ACD PIL, 42

login script, 42 script, 42

Agent phone, 59 Link Agent, 59

Agent phone configuration, 59 Analog Standard Agent phone, 61

phone configuration, 61 ANI, 71 Apropos Server, 27 Apropos Switch Link Process, 63 Apropos System

database server, 1 Interaction server, 1 Interaction Vault server, 1 primary server, 1 Voice server, 1

Avaya, 3 hardware, 3 part number, 4

Avaya PBX software, 11 configuring, 11

Avaya telephony system, 1 T1 connection, 1

B Bus and slot information, 32, 35, 37, 39

C Changing TCP information, 31 Configuring

AG-4000, 31 AG-4040, 31 Apropos PIL port, 20 Avaya PBX software, 11 EAS ACD, 13 EAS agent login ID, 18 expert agent selection automatic call distribution, 13 file changes, 31 hung group without ACD, 24 option, 13 PIL port, 16, 24 station values, 16, 24 T1 board, 31 telephony on voice server, 30 VDN, 28 vector, 29 voice server, 30

Configuring fail-over, 52 vectors, 52

Configuring Standard Agent, 61 Configuring stations, 49 Connectivity, 6

server, 8, 9 T1, 6, 7

Coverage path, 56 Coverage paths

fail-over, 54 hunt group, 54

D Digital Standard Agent, 61

phone configuration, 61 DNIS, 71

E EAS ACD, 13, 14

hunt group, 14 Expert Agent Selection Automatic Call Distribution, 13

F Fail-over, 51, 52, 54

configuring, 52, 54 coverage paths, 54 hunt groups, 51 options, 51 rerouting, 51 vectors, 51

File changes, 31 configuring, 31

H Hardware, 3

Avaya, 3 channel selector, 5 connecting the T1 card, 6 impedance Ohm setting, 5 installation, 5 jumper configuration, 5

Hunt group, 26 define, 26

L Lineside T1, 5 Link Agent, 59

digital Agent phone, 59 phone configuration, 59

Index


M Modifying BUS and slot information, 31

N NetMerge server, 64, 67

installing and configuring, 64, 67

O Operating systems

Windows 2000, 31 Windows 2003, 31 Windows NT, 31

Option determination, 12 Optional features, 12 Overview, 1

P PIL, 44

script, 44 PIL and SLP processes, 41 PIL port, 16 PIL process, 41

values, 41 Port configuration, 47

coverage path, 47 define, 47 requeue, 47

Port Pool Manager, 50 modifications, 50

R Requeuing ports, 49 Routing calls, 27

Apropos Server, 27 Auto-attendant routing, 27 dialed number information service, 27

DID, 27 direct inward dialing, 27 DNIS, 27 hunt group extension, 27 VDN, 27

S SLP, 63, 69

parameters, 69 SLP process, 41

values, 41 Standard Agent, 61

phone configuration, 61 Switch Link, 63

Avaya DEFINITY, 66 Avaya S8700/S8500, 63 configuration, 63 configuring, 63 installing, 63, 66

Switch Link Process, 63, 66, 69 parameters, 63, 69 starting, 66

T T1

configure, 10 T1 configuration

before you begin, 4 Telephony, 30 Trunk-to-trunk transfers, 71

V Vectoring, 13 vectors, 52 Voice port configuration

Lineside T1 configuration, 3 PIL, 3

Voice port configuring, 3

Apropos Avaya/Definity PBX Integration Guide -...

Documents

Transcript of Apropos Avaya/Definity PBX Integration Guide -...