Documente Academic
Documente Profesional
Documente Cultură
Release 3
February 2008
385A0653-01 Rev. A1
All contents of this document are: Copyright © 2008 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203
5,396,371 5,446,603 5,457,782 5,590,188 5,819,005 5,911,134 5,937,029
6,044,355 6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946
6,252,947 6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372
6,785,369 6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,880,004
6,937,706 6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589
7,085,728 7,203,655 7,240,328 7,305,082
360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder,
eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST
Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions,
Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall,
NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE
SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision,
NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision
Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback
Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet
are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered
trademarks are the property of their respective owners.
Applications to register certain of these marks have been filed in certain countries, including Australia,
Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such
registrations have matured to registrations.
385A0653-01 Rev. A1
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support_helpdesk@nice.com
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
Please send all queries, comments, and suggestions pertaining to this document to
nicebooks@nice.com
Please visit NICE at www.nice.com
Revision History
Integration with Avaya VoIP Drivers
2
Avaya Sms CTI Link Installation 35
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Configuring the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Running the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Sms Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Avaya Sms Web Interface Test Application Page . . . . . . . . . . . . . . . . . . . . 53
Avaya Sms Monitor Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Index 57
Contents 7
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Blank page for double-sided printing.
1
Avaya H.323 RAS CTI Link Installation
Contents
Introduction..................................................................................................................... 10
Configuring the Avaya H.323 RAS CTI Link .................................................................12
Configuring the Connection Manager .......................................................................... 20
Creating the Switch Driver............................................................................................. 24
Running the Avaya H.323 RAS CTI Link ....................................................................... 29
H.323 RAS Troubleshooting .......................................................................................... 30
Push Monitor Tester ................................................................................................... 30
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Introduction
Introduction
When do you need to install an Avaya VoIP driver?
The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or
CVLAN) in order to receive critical information, which is required when recording in a Passive
VoIP environment.
The Avaya H.323 RAS driver is a sniffing-based driver using H.323 protocol. Using the Sniffer
API, the driver sniffs the gatekeepers/extensions on the network to receive the details of the
dynamic mapping between extension numbers and IP addresses.
The Avaya H.323 RAS driver must be installed in Avaya DHCP VoIP environments to enable the
NICE System to receive the dynamic mapping of extensions and IP addresses.
Why would you use the Avaya H.323 RAS driver?
• Scenario:
Extension numbers are configured as DHCP, meaning that each time the extension gets
connected to the network it could receive a different IP address. The NICE RCM/Channel
Server does not know which IP belongs to which extension.
• Solution:
IP phones such as 4606 Avaya IP phones are preset to send a Keep Alive signal to the Gate
Keeper each quantum of time. In these cases, we place a network RAS sniffer and catch
the Keep Alive messages.
• Scenario:
IP phones such as the 4610SW Avaya IP phones are set to send a Keep Alive signal to the Gate
Keeper only on restart. If the RAS sniffer was down at that exact time, or if for any reason the
RAS sniffer missed the first Keep Alive signal, you cannot retrieve the mapping information of
which IP address belong to which extension number.
• Solution:
The H.323 RAS offers 2 possible ways to solve this problem:
• The H.323 RAS sends an SNMP (Simple Network Management Protocol)
identification request to each of the configured IP addresses.
-or-
• The H.323 RAS sends a PUSH identification request to each of the configured IP
addresses.
Before you install the Avaya H.323 RAS CTI link, confirm/check the following:
• For RAS: All traffic that goes from the IP phones to the Connection Manager (registration
requests) must be in the H.323 RAS driver span.
• For SNMP: Configuration of the Avaya SNMP Connectivity.
• For Push: The Push Monitor is configured and works correctly. You can do this using the
Push Monitor Tester (see Push Monitor Tester on page 30).
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Introduction
Configuring the Avaya H.323 CTI link is divided into the following procedures:
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
6. Click Next.
The General Interface Information window appears.
Figure 1-6 General Interface Information Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
c. Click Apply.
The Name and Physical Switch fields become enabled.
d. In the Name field, type a name for the interface (Example: H323RAS).
8. Click Next.
The Switch Connection and Additional Information window appears.
Figure 1-7 Switch Connection and Additional Information Window
9. Click the Expand arrow to expand the Switch Connection Details row.
10. To configure and define the H.323 RAS switch connection parameters, choose 1 out of 3
methods. Using these methods, you define specific switch connection parameter values so you
can access the map (the extension number) from the IP address of the VOIP extension.
The 3 methods are specified in Table 1-1 on page 16 and are:
• RAS Sniffing - The VoIP extension signalling (H.323) should go through the RAS driver
span.
• PushAPI - The RAS driver should be defined as a trusted push server in the Avaya TFTP
server.
• SNMPAPI - The SNMPCommunity is configured in the TFTP file.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
a. To change the default values, double-click the row of the relevant parameter.
The Switch Connection Parameter window for that parameter appears.
Figure 1-8 Switch Connection Parameter Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
12. If you use RAS Sniffing, click the expand arrow to expand Interception IP Range (Gate
Keeper).
If you do not use RAS Sniffing, go to Step 14.
Figure 1-10 Switch Devices Configuration Window - Interception IP Range
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
a. Type an IP value.
b. Define a Port value.
c. Click OK.
Repeat Step 13 to define more than one range.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya H.323 RAS CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
3. Click Next.
The General Information window appears.
Figure 1-19 General Information Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value.
It is recommended to accept the existing defaults for the Connection Manager Reporting
Levels and Additional Parameters.
7. Click Next.
The Connection Manager Switches window appears.
Figure 1-20 Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area.
8. Choose the H.323 interface you want to attach and click the arrow to transfer the interface
to the Attached Interfaces area.
It is recommended to accept the existing Interface Parameters defaults.
9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
The Interface you attached in Step 8 appears in the Attached Interfaces area.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
3. Click Next.
The General Information window appears.
Figure 1-26 General Information Window
4. In the Name field, type the name you want to give to the switch driver.
5. In the ID field, enter the ID number you want to give to the switch driver.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value.
It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level,
Additional Driver Parameters and CtiAnalysis Parameters.
7. Click Next.
The Attach Connection Manager and Switches window appears.
Figure 1-27 Attach Connection Manager and Switches Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NOTE: For details on how to configure the CTI link, refer to one of the following
manuals:
• NICE Perform Release 3 Integration with Avaya TSAPI.
• NICE Perform Release 3 Integration with Avaya CVLAN.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Running the Avaya H.323 RAS CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
H.323 RAS Troubleshooting
NOTE: Perform this test only in the event that you are running in Push mode.
Before you run the Avaya H.323 RAS CTI link, you will need to confirm that the Push Monitor is
configured and works correctly.
To do this, you will need to perform the following four (4) tests:
Step 1: Configure the RAS Driver as a trusted Push server under the Avaya TFTP server.
Step 2: Configure the RAS Driver IP address.
Step 3: Activate the WinSockServer.exe application to listen to the phone identification request.
Step 4: Check that Avaya Push mechanism works.
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see
page 11).
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
H.323 RAS Troubleshooting
Step 1
In order to work with the H.323 RAS Push Monitor function, follow the next procedure:
NOTE: There is a limited number of trusted push servers that are registered in the
TFTP server.
Step 2
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
H.323 RAS Troubleshooting
Step 3
Using the WinSockServer.exe application, listen to the phone identification request.
The WinSockServer.exe application can be activated in one of two 2 methods, the default
method and the configured method.
Default method:
Configured method:
NOTE: The port number should be identical to the port number that appears in the
ResponseAddress.xml file in Step 2.
3. Press Enter.
The following message appears: Waiting for a client to connect...
Figure 1-33 Avaya Push Tester - WinSockServer.exe
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
H.323 RAS Troubleshooting
Step 4
To check that the Avaya Push mechanism works, use the attached Avaya web tool.
2. In the Send A Message To (IP Address of the Telephone) area, enter the IP address of the
IP phone.
3. In the Type of Message area, select subscribe.
4. In the Enter the location of the XML files (TPS) area, enter the IP address of the RAS
Driver.
5. In the Method area, select get.
6. Click Submit.
The following message appears: Push Status: 200 Push Message Accepted.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
H.323 RAS Troubleshooting
In the WinSockServer.exe window that you opened in Step 3, the following identification
message appears:
Figure 1-36 Avaya Web Push Test - Message in WinSockServer.exe Window
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see
page 11).
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
2
Avaya Sms CTI Link Installation
Contents
Introduction..................................................................................................................... 36
Configuring the Avaya Sms CTI Link............................................................................ 37
Configuring the Connection Manager .......................................................................... 43
Creating the Switch Driver............................................................................................. 47
Running the Avaya Sms CTI Link ................................................................................. 52
Sms Troubleshooting ..................................................................................................... 53
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Introduction
Introduction
When do you need to install an Avaya VoIP driver?
The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or
CVLAN) in order to receive critical information, which is required when recording in a Passive
VoIP environment.
The Avaya Sms CTI link is an integrated component in the NICE Perform System.
Before you install the Avaya Sms CTI Link, confirm the following:
• All NICE Perform System components should be installed and configured correctly (NICE
Web Applications, NICE Interaction Center and NICE Integrations).
• Avaya Sms should be installed and configured correctly on the AES server.
Installing the Avaya Sms CTI link is divided into the following procedures:
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
6. Click Next.
The General Interface Information window appears.
Figure 2-6 General Interface Information Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
c. Click Apply.
d. In the Name field, type a name for the interface (Example: AvayaSms).
8. Click Next.
The Switch Connection and Additional Information window appears.
Figure 2-7 Switch Connection and Additional Information Window
9. Click the Expand arrow to expand the Switch Connection Details row.
10. To configure the Avaya Sms switch connection parameters, refer to the following table:
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
a. To change the default values, double-click the row of the relevant parameter.
The Switch Connection Parameter window for this parameter appears.
Figure 2-8 Switch Connection Parameter Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Avaya Sms CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
3. Click Next.
The General Information window appears.
Figure 2-14 General Information Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value.
It is recommended to accept the existing defaults for the Connection Manager Reporting
Levels and Additional Parameters.
7. Click Next.
The Connection Manager Switches window appears.
Figure 2-15 Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area.
8. Choose the interface you want to attach and click the arrow to transfer the interface to the
Attached Interfaces area.
It is recommended to accept the existing Interface Parameters defaults.
9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Configuring the Connection Manager
The Interface you attached in Step 8 appears in the Attached Interfaces area.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
3. Click Next.
The General Information window appears.
Figure 2-21 General Information Window
4. In the Name field, type the name you want to give to the switch driver.
5. In the ID field, enter the ID number you want to give to the switch driver.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value.
It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level,
Additional Driver Parameters and CtiAnalysis Parameters.
7. Click Next.
The Attach Connection Manager and Switches window appears.
Figure 2-22 Attach Connection Manager and Switches Window
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Creating the Switch Driver
NOTE: For details on how to configure the CTI link, refer to one of the following
manuals:
• NICE Perform Release 3 Integration with Avaya TSAPI.
• NICE Perform Release 3 Integration with Avaya CVLAN.
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Running the Avaya Sms CTI Link
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Sms Troubleshooting
Sms Troubleshooting
If Avaya Sms CTI link does not function correctly, check the following:
• The local host is connected to the network and that you can reach the Sms host.
• Avaya Sms is installed and configured correctly.
To confirm Avaya Sms is installed and configured correctly, use the following tests:
• Avaya Sms Web Interface Test Application Page
• Avaya Sms Monitor Test
NOTE: If the web page does not display, this may be a problem with the Sms
configuration.
If you get an error message, follow the instructions.
Figure 2-28 Avaya Sms Web Interface Test Page
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Sms Troubleshooting
• Fields: Type *.
3. Click .
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Sms Troubleshooting
• Url: http://<smsHostIpAddress>/sms/SystemManagementService.php
• Mode: BASIC_AUTHORIZATION
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Sms Troubleshooting
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Index
A R
Avaya H.323 RAS CTI link installation 9 running the H.323 RAS CTI link 29
Avaya Sms CTI link installation 35 running the SMS CTI link 52
C S
configuring the H.323 CTI link 12 SMS installation
configuring the Sms CTI link 37 creating the switch driver 47
connection manager introduction 36
H.323 configuration 20 parameter values 41
H.323 configuration wizard 20 procedures 36
Sms configuration 43 running the CTI link 52
Sms configuration wizard 43 troubleshooting 53
Sms installation
H configuring the connection manager 43
H.323 installation configuring the CTI link 37
configuring the connection manager 20 SMS procedures 36
configuring the CTI link 12 SMS switch driver 47
creating the switch driver 24 SMS driver configuration 47
introduction 10
parameter values 16 T
procedures 11 troubleshooting
running the CTI link 29 AvayaSms monitor test 55
troubleshooting 30 AvayaSms web interface test application
H.323 procedures 11 page 53
H.323 switch driver 24 push monitor tester 30
configuration wizard 24 troubleshooting H.323 RAS 30
troubleshooting SMS 53
Index 57
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)