Documente Academic
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Contact Center
Avaya Communication
Server 1000 Deployment
Guide
NN44400-803
Document status: Standard
Document issue: 01.01
Document date: 06 April 2012
Product release: Release 6.2
J ob function: Solution
Type: Technical Publication
Language type: English
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NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 3
Contents
Contents
Introduction 11
Hot-standby High Availability 14
Agent experience during a switchover 15
Administrator experience during a switchover 15
Example solution values 17
Configuration data worksheets 17
Values for installing and configuring the Hot-standby High Availability solution 18
Domain Administrator requirements 20
High Availability and Domain Name System (DNS) 20
CCMA Replication account 21
Agent Desktop Domain Organizational Unit and Group Policy 21
Avaya Communication Server 1000 section 23
Avaya Communication Server 1000 deployment 25
Avaya Communication Server 1000 and Avaya Aura
Contact Center
High Availability solution works:
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 13
Introduction
Example of Contact Center Hot-standby High Availability Solution (Active)
Introduction
14 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
Example of Contact Center Hot-standby High Availability Solution (Standby)
Hot-standby High Availability
To achieve Hot-standby High Availability, you must have an AML-based contact center
with the following:
two co-resident Contact Center Manager Server (CCMS), Communication Control
Toolkit (CCT) and Contact Center Manager Administration (CCMA) servers
configured as a High Availability pair
Avaya Communication Server 1000 High Availability PBX, Release 6.0 or later.
two Contact Center Multimedia (CCMM) servers configured as a High Availability
pair
redundant Ethernet switches
All of the above components must be in the same network subnet or campus network
location.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 15
Introduction
Avaya Aura
Agent Desktop agents do not lose any active contacts. Calls in progress
between a customer and an agent are not affected - the agent continues on the call
using their deskphone. However, call control is not retained on the Agent Desktop. In
certain scenarios, documented in the High Availability Agent Desktop testing
(page 367) section of this guide, the logon state of agents is not preserved when a
switchover to a standby application occurs. In this particular deployment, it can take up
to 5 minutes for the standby Contact Center Manager Server to begin processing new
incoming calls in the script. During this period, calls are assigned to the default ACD by
the Avaya Communication Server 1000. No established calls are lost. No calls that are
incoming around the time of the failure are lost. No calls that are in treatment at the time
of the failure are lost. There is no call loss. The reporting subsystem in CCMS recovers
shortly after the script is operational, and the server starts to record events and statistics
in the database as normal. If a phone call is on-hold and a switchover occurs, the Agent
may have to take the call off hold using their deskphone.
Administrator experience during a switchover
In a Hot-standby High Availability campus co-resident solution, the contact center
Administrator launches Contact Center Manager Administration using the Managed
name of the co-resident server.
Introduction
16 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
If an active Contact Center Manager Server, Communication Control Toolkit, or Contact
Center Manager Administration application or server fails, the Contact Center Manager
Administration client Web browser continues to use the Managed name and the contact
center Administrator refreshes the Web browser in order to continue to work on CCMA.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 17
Example solution values
This chapter describes the configuration data required for an Avaya Aura
Contact
Center Hot-standby High Availability solution.
Configuration data worksheets
The tables on the following pages provide examples of the primary data that the installer
of this solution needs to enter during installation and configuration. The tables allow you
to enter matching values for your own system: you can use these to map the correct
values to enter in your own system if you use this manual to complete an installation.
Example solution values
18 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
Values for installing and configuring the Hot-standby High Availability
solution
The following table lists examples of the primary values that the installer needs for this
deployment. These values are referenced throughout this guide as examples.
Windows server preparation and Contact Center installation values co-resident servers
Configuration Item Example value Equivalent value for your system
Co-resident servers operating
system drive size
60 Gb
Contact Center server
operating system local
administrator username
Administrator
Application drive letter and
size
D:, 25Gb
CCMS database drive letter
and size
F:, 120Gb
CCT database drive letter and
size
G:, 5Gb
Trace logs drive letter and size H:, 5Gb
Site Name (identical on both
active and standby servers)
CORES
Active co-resident server
CLAN IP address
172.18.116.41
Active co-resident server
name
CCcoresOne
Active co-resident server
ELAN IP address
172.18.133.29
Standby co-resident server
CLAN IP address
172.18.116.30
Standby co-resident server
name
CCCoresTwo
Standby co-resident server
ELAN IP address
172.18.133.30
Avaya Communication
Server 1000 IP address
172.18.133.2
Avaya Communication
Server 1000 switch name
CallServer0
(1 of 2)
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 19
Example solution values
Avaya Communication
Server 1000 switch serial
number
10009999
Local domain name thewest.com
Windows Active Directory
domain controller server IP
address
172.18.138.32
Windows Active Directory
domain controller server name
thewestdc
Windows server preparation and Contact Center installation values Contact Center Multimedia servers
Configuration Item Example value Equivalent value for your system
Multimedia servers operating
system drive size
60 Gb
Contact Center server
operating system local
administrator username
Administrator
Application drive letter and
size
D:, 80Gb
CCMM database drive letter
and size
F:, 300Gb
Site Name (identical on both
active and standby servers)
CORES
Active MultiMedia server IP
address
172.18.116.43
Active MultiMedia server name CCMultiMOne
Standby MultiMedia server IP
address
172.18.116.31
Standby MultiMedia server
name
CCMultiMTwo
POP3 mail server IP address
(incoming e-mail messages)
172.18.0.55
SMTP mail server IP address
(outgoing e-mail messages)
172.18.0.55
Mail (both POP3 and SMTP)
server name
labmaildc
(1 of 2)
Windows server preparation and Contact Center installation values co-resident servers
Configuration Item Example value Equivalent value for your system
(2 of 2)
Example solution values
20 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
Domain Administrator requirements
The following section describes the domain resources required for an Avaya Aura
Contact Center High Availability solution. You may need to ask your Domain
Administrator to provide these domain resources.
High Availability and Domain Name System (DNS)
Ask your Domain Administrator to add a Domain Name System (DNS) static entry for
the Active and Standby servers and one additional DNS static entry for each Managed
name and associated Managed IP address.
The following table outlines the High Availability CCMS, CCT, CCMA co-resident
server DNS requirements:
The following table outlines the High Availability CCMM server DNS requirements:
E-mail Domain labmail.com
Local domain name thewest.com
Windows Active Directory
domain controller server IP
address
172.18.138.32
Windows Active Directory
domain controller server name
thewestdc
Co-resident server details Example value Your solution
Active server name CCCoresOne
Active server IP Address 172.18.116.41
Standby server name CCCoresTwo
Standby server IP Address 172.18.116.30
Managed server name CCCores
Managed IP Address 172.18.116.47
CCMM server details Example value Your solution
Active server name CCMultiMOne
Active server IP Address 172.18.116.43
Standby server name CCMultiMTwo
Standby server IP Address 172.18.116.31
Windows server preparation and Contact Center installation values Contact Center Multimedia servers
Configuration Item Example value Equivalent value for your system
(2 of 2)
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 21
Example solution values
CCMA Replication account
The primary CCMA server and the standby replication CCMA server must both be in the
same Windows domain for AD-LDS replication to work. CCMA Active Directory -
Lightweight Directory Services (AD-LDS) replication uses a common Windows account,
used by both CCMA servers, to copy or replicate data from the primary CCMA to the
standby CCMA. Request this CCMA replication account from your Network or Domain
Administrator.
Agent Desktop Domain Organizational Unit and Group Policy
Avaya Aura
Contact Center using the account. This account must have full
administrative privileges. You must not delete the account. If you delete the account
used to install the server software, Avaya Aura
Contact Center Firewall Security policy. You can use this backup policy to
rollback the Avaya Aura
Contact Center using the account. This account must have full
administrative privileges. You must not delete the account. If you delete the account
used to install the server software, Avaya Aura
Contact Center Firewall Security policy. You can use this backup policy to
rollback the Avaya Aura
Contact Center.
Logging on to the Multimedia Administration tool for the first time
Log on to the Contact Center Multimedia Administration tool to configure the
Contact Center Multimedia administration tool.
Procedure steps
Step Action
1 Log on to the co-resident server.
2 Start Internet Explorer.
3 In Internet Explorer, choose Tools, Internet Options.
4 On the Security tab, click Custom Level.
5 Under Downloads, for Automatic prompting for file downloads, select
Enable.
Contact Center Multimedia server configuration
136 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
6 In Internet Explorer, choose Tools, Internet Options.
7 On the Security tab, click Trusted Sites, Sites.
8 On the Trusted sites dialog box, under Add this website to the zone, type
CCMultiMOne.
9 Clear the Require server verification (https:) for all sites in this zone check
box.
10 Click Add.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 137
Contact Center Multimedia server configuration
11 Click Close.
12 Click OK.
13 In the Internet Explorer Address box, type http://<servername>, where
<servername>is the name of the co-resident server. For example, type http://
CCCoresOne.
14 Press Enter.
15 In the User ID box type webadmin and use your configured password to log on.
16 On the Launchpad, click Multimedia.
17 In the left pane, select the name of your CCMM server, for example
CCMultiMOne.
18 Select Install Prerequisite Software, and click Launch Multimedia Client.
19 On the Internet Explorer window, click Run.
The Contact Center Multimedia Administration tool appears.
--End--
Configuring the multimedia license type
Configure the license type for the Contact Center Multimedia server. The license
you choose must match the system license purchased for your contact center.
Nodal licensing is for single sites of Contact Center; corporate licensing enables
multiple sites.
Procedure steps
Step Action
1 Log on to the Contact Center Manager Administration application.
2 On the Launchpad, click Multimedia.
3 In the left column, click General Administration.
4 Click General Settings.
5 Under License Type, select NODAL.
Contact Center Multimedia server configuration
138 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
6 Click Save.
--End--
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 139
Contact Center Multimedia server general
configuration
The Contact Center Multimedia server supports multimedia contacts. To manage the
multimedia contacts, you must configure general administrator settings and global
routing options.
Configuring the reporting credentials
Configure the password for the mmReport user. Configure the mmReport user in the
Multimedia database to pass data and reporting information to Contact Center Manager
Administration to generate real-time and historical reports, and integrated reporting.
If you change the password in the Contact Center Multimedia Administrator application,
you must update the Contact Center Multimedia password in Contact Center Manager
Administration.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click General Settings.
4 To use the default password, do not click Set Password.
OR
Click Set Password and type the new password in the New Password and Confirm
Password boxes.
Contact Center Multimedia server general configuration
140 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
5 Click Save.
--End--
Adding administrators
Add administrators for the Contact Center Multimedia server to control access to
configuration components in your contact center. For example, one administrator
account can provide access to configure the predictive support tool or some Web
services.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click Administrator Settings.
4 Click New.
5 In the General Identification Details section, type the following required information
about the new administrator:
Last Name, for example Doe
First Name, for example J ohn
Username, for example J _Doe
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 141
Contact Center Multimedia server general configuration
6 In the Contact Details section, add information about how to contact the Administrator,
such as the phone number, fax number, and e-mail address.
7 In the Password section type the desired password and confirm it in the confirm
password field.
8 Click Save.
--End--
Configuring office hours
Configure the days and hours that your contact center is open each week.
Configuring the office hours is important to determine accurate service levels for
contacts that may have a delayed response such as e-mail, voice mail, SMS, scanned
documents, and faxes. For example, if a contact is received on Friday and processed
on Monday and you configure the office hours to show the contact center is closed over
the weekend, the queue time for the contact includes only the time the contact center is
open.
You can use the office hour calendar in e-mail rules to determine the skillset to which to
route the contact. The e-mail rules can send a specific response if the office is closed.
The office hour calendar uses sliders to indicate closed times for your contact center.
The Start Closed Period slider is a blue triangle. The End Closed Period slider is a red
triangle. Each closed period is shown in red with a Start Closed Period and End Closed
Period at the beginning and end of the closed office hours.
Prerequisites
Know the office hours of the contact center.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
Contact Center Multimedia server general configuration
142 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click Office hours.
4 Under Template, type the name of a calendar to configure, for example
DemoOfficeHours.
5 Configure holiday dates for the office hour template.
6 Beside a day of the week, click the + symbol.
7 For the day you select, move the Start Closed Period (blue triangle) and End Closed
Period (red triangle) sliders to define a period when the contact center is closed.
Open hours for the contact center are shown by the green bars. Closed hours are in
red.
8 Repeat step 6 and step 7 for every day of the week. The opening hours of the contact
center shown in the example below are between the hours of 08:00 and 20:00 on
Monday, Tuesday, Wednesday, Thursday and Friday.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 143
Contact Center Multimedia server general configuration
9 Click Save.
--End--
Configuring holidays
Configure the days and times that your contact center is closed for holidays.
Configuring the office hours is important to determine accurate service levels for
contacts that may have a delayed response such as e-mail, voice mail, SMS, scanned
documents, and faxes. For example, if a contact is received on a holiday, the queue time
for the contact includes only the time the contact center is open.
You can use the office hour calendar in e-mail rules to determine the skillset to which to
route the contact.
Prerequisites
Identify the closed days of the contact center.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click Office hours.
4 Under Template, type the name of a calendar to configure or select an existing
template, for example DemoOfficeHours.
5 In the holiday box, under Name, type the name of a public holiday, for example May
Day.
6 Select the Holiday Date for the holiday by double-clicking on the Holiday Date box.
7 Specify the time for the holiday. You can choose from All Day or a specify Start time
and End time.
Contact Center Multimedia server general configuration
144 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
8 Click Save.
--End--
Applying office hours
Apply a designated calendar showing open and closed hours of the contact center
controlled by the Contact Center Multimedia server.
The designated calendar is used in e-mail settings for the contact center.
You can respond to e-mail messages by selecting the office hours calendar to send
automatic messages to incoming e-mail contacts. You can select which rule group to
apply the global office hours to.
You can also configure a calendar for each skillset in your contact center.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, select E-mail and click General Settings.
3 Under Office Hours, select the Out of office hours treatment is enabled check box
to automatically send an out-of-office type message to the customer when the contact
center is closed.
4 Select the calendar you want to use to determine the business hours for your contact
center, for example DemoOfficeHours.
5 Select the automatic response for the out of office hours notice, for example Out of
hours message.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 145
Contact Center Multimedia server general configuration
6 Click Save.
--End--
Configuring the displayed date for traffic reports
For e-mail, voice mail, fax, SMS, and scanned documents, you can view traffic reports
for each contact type.
You can choose a date and specify the skillsets for each media type for the current
reports.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 Click E-mail.
3 Click View Reports.
Contact Center Multimedia server general configuration
146 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
4 In the bottom left corner of the report view, in the Report Date list, select the date for
which to view the traffic for your contact center.
5 To display all skillsets, select the Select All Skillsets check box.
OR
Specify the skillsets to view. The skillsets must be valid for the contact type you review.
6 Click Update.
--End--
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 147
Contact Center Multimedia server e-mail
configuration
Use this chapter to set up your contact center with the configurations for routing e-mail
contacts to fulfill your customer requirements.
When you commission your contact center, you configure the e-mail server, a default
e-mail skillset, and a default recipient with at least one rule group. The default settings
ensure e-mail messages go only to an agent with the ability to handle e-mail messages.
You can customize your contact center with additional skillsets, rule groups and e-mail
servers.
To further enhance your customer service, you can configure routing tools to use in rule
groups. Use keyword groups and sender groups to decide how to route contacts.
Configure which skillset and priority the e-mail contact is assigned to based on the input
for routing contacts. Use automatic suggestions for the agent to reply quickly to an
e-mail or automatic responses to send a reply to the customer without agent interaction.
You can close the contact immediately after the automatic response.
You can configure outbound e-mail settings, such as which skillset to use as a reply
address and a list of e-mail addresses that must not receive automatic responses. For
each skillset you use to route contacts, you can have a signature with your corporate
branding or special information based on the skillset.
Other types of contacts generate e-mail messages that are routed using the inbound
and outbound e-mail options.
Reports appear in the Contact Center Multimedia Administration utility to show the
current status of the e-mail traffic. The following reports appear when you select E-mail
and View Reports in the left column of the Contact Center Multimedia application. You
can choose the report date and the skillsets represented in all displayed real-time
reports.
E-mail (New Vs. Closed) shows the number of contacts in a new and closed state
against the time for the selected date and skillsets.
E-mail Progress shows the number of contacts in a new or closed state on a defined
date to determine the traffic levels for that date.
E-mail Closed Contacts Queue Time shows the average time an e-mail contact
spends in queue while the contact center is open.
You can configure general e-mail settings to minimize space and format special
characters for other languages.
Contact Center Multimedia server e-mail configuration
148 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
Prerequisites for e-mail configuration
Ensure that you are licensed for e-mail contacts.
Configuring the e-mail server names
Configure the e-mail server names to identify the inbound server (POP3) for e-mail
messages received by the contact center and the outbound server (SMTP) for e-mail
messages sent by the contact center.
If you configured the e-mail servers during installation and the names of the inbound and
outbound e-mail servers remain unchanged, you can skip this procedure.
You can configure secondary inbound and outbound e-mail servers. If a primary e-mail
server fails, the e-mail retrieved during the failure is duplicated in the Multimedia
database when you restore the primary server.
Procedure steps
Step Action
1 Log on to the co-resident server.
2 In the Contact Center Manager Administration application, on the Launchpad, click
Multimedia.
3 In the left column, select General Administration.
4 Click Server Settings.
5 In the Server Settings box, select Inbound POP3 Server.
6 Click Edit.
7 In the Primary Hostname box, type the name of the server that receives or sends
e-mail messages, for example InboundServer.
8 In the Port Number box, type the port number for the e-mail server, for example 110.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 149
Contact Center Multimedia server e-mail configuration
9 Click Save.
10 In the Server Settings box, select Outbound SMTP Server.
11 Click Edit.
12 In the Primary Hostname box, type the name of the server that receives or sends
e-mail messages, for example OutboundServer.
13 In the Port Number box, type the port number for the e-mail server, for example 25.
Contact Center Multimedia server e-mail configuration
150 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
14 Click Save.
--End--
Configuring skillsets for e-mail
Configure a route point for each skillset, and to use the skillsets in rules. A route point is
a location on the open queue that enables incoming calls to be queued and run through
a script on the Contact Center Manager Server.
An automatic signature is text automatically added at the bottom of an outgoing
message. For example, you can encourage customers to visit your customer support
Web site by adding the URL and other promotional information or disclaimer text to
every message.
You can also apply an office hours template for your skillset. If agents in a different time
zone or different department have a different set of office hours, you can apply an office
hour template that is different from the global office hours schedule configured in
general e-mail settings to this skillset.
NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012 151
Contact Center Multimedia server e-mail configuration
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click Skillset Settings.
4 Select a skillset for which to assign a route point, for example EM_email.
5 Under the Edit Skillset heading, from the Route Point list, select the route point to
assign to the skillset, for example OpenQRoutePointAddress.
6 From the Office Hours list, select the office hours to assign to the skillset, for example
DemoOfficeHours.
7 Click Save.
--End--
Contact Center Multimedia server e-mail configuration
152 NN44400-803 Contact Center Avaya Communication Server 1000 Deployment Guide 06 April 2012
Creating or changing a keyword group
Create a keyword group that you can use to create a rule to route e-mail messages to
skillsets. You must assign at least one keyword to a keyword group before you can save
the keyword group.
The keyword search in an e-mail message is not case-sensitive. For example, if you add
the word J ohn, the Email Manager also matches J OHN and john.
The Keyword box supports the Unicode UTF-8 character set.
You can specify a spelling accuracy in the keyword group.
Keyword groups support only asterisks (*) and question marks (?) as wildcard
characters. The asterisk (*) represents multiple characters. For example, t* specifies a
list of all the words that start with t. The question mark (?) represents a single character.
For example, p?t specifies all three letter words that start with p and end with t.
A keyword does not support the following characters: #+- &| ! ( ) {}[ ] ^~: and \. If
you use any of these characters in your keywords, you receive an error message stating
that the keyword contains invalid characters.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click Keyword Groups.
4 Click New.
5 Under Keyword Group, in the Group Name box, type a unique name for the keyword
group, for example DemoKeywordGroup.
6 In the Keyword box, type a word or a group of words related to the keyword group you
create, for example Quote, car, house or insurance (words are added to a group one
at a time).
7 To allow close misspellings of the word, select the Allow spelling inaccuracies check
box.
8 Specify the percent accuracy to configure.
9 Click >.
The keyword or expression is added to the list, and the keyword group is created.
10 Repeat step 6 through step 9 to add more keywords to the list.
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Contact Center Multimedia server e-mail configuration
11 Click Save.
--End--
Creating or changing rule groups
Create rule groups to apply to the recipient mailboxes and aliases in your contact center.
A rule is a mechanism to route contacts based on who sent the e-mail (sender groups),
to apply treatments based on the time a contact was received (office hours), or to route
the contact based on words or phrases (keywords). A rule can also send an automatic
response and require no interaction by an agent.
A rule group is an ordered collection of rules that are reviewed and compared to the
incoming e-mail in a particular order. Contacts that best match or first match the rule are
assigned to the skillset based on the rule that routes the contact. The rule group contains
the default rule which routes the contact if no other rule in the rule group matches the
e-mail message.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click Rule Groups.
4 Click New.
5 In the Name box, type the name of the new rule group, for example DemoRuleGroup.
6 Select the Matching Type for the rule group, for example Best Match.
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For Best match, the system checks all rules in the rule group and routes the e-mail
message according to the rule with the highest percentage match. For First match, the
system checks one rule at a time, in the order of the rule group and routes the e-mail
message according to the rule that matches first.
7 To add a new rule to the group, click the plus sign (+) button.
8 In Current Search Criteria, under the New Rule heading, click New.
9 In the Add New Criterion drop-down list, select Keyword Match.
10 Click Go.
11 Under Keyword Groups, select the Keyword Group you created, for example
DemoKeywordGroup.
12 Click >.
13 Click OK.
14 Click Next.
15 Under the Available Auto-Responses heading, select the required responses and
click >. For example, select Out of hours message and click >.
16 Click Next.
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Contact Center Multimedia server e-mail configuration
17 In the Name box, type the name of the new rule, for example DemoRule.
18 In the Priority box, select the priority from the drop-down list to assign to the new
contact.
19 In the Skillset box, select the skillset from the drop-down list to apply for the new rule,
for example EM_email.
20 If you want to apply the office hours to the e-mail message, click Will use Office hours.
21 To close the contact, click Will Close Contact.
22 Click Save.
23 To change the order of the rules in the group (if there is more than one rule in the
group), select the rule, and then click the up arrow ( ^ ) button and down arrow ( v )
button to change the order of the rules.
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24 Click Save.
--End--
Creating a recipient mailbox
Create a recipient mailbox to ensure that at least one mailbox is configured for your
contact center. You must configure one recipient to commission the server. You can
create additional mailboxes to have the Contact Center Manager Server poll a mailbox
on the e-mail server and handle contacts based on the recipient address.
Prerequisites
Ensure that all enabled e-mail addresses you want to configure in the Email
Manager is already configured on your corporate e-mail server.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click Recipient Addresses.
4 Click New.
5 In the list box, select Mail Store.
6 Under Mailbox Details, in the Mailbox box, type the SMTP mailbox name, for example
mailbox99.
7 In the Domain box, type the domain for your e-mail server, for example labmail.com.
8 In the Display Name box, type the name to appear in the e-mail From address, for
example mailbox99@labmail.com.
9 In the Password box, type the password for the mailbox.
Attention: When you change a password on the e-mail server, you must update this password
in the Multimedia Administrator.
10 In the Confirm Password box, type the same password you typed in the Password
box.
11 In the Inbound POP3 Server box, ensure that the host name or IP address of your
POP3 server is selectable.
12 In the Inbound Mail Threshold box, type the maximum number of e-mail messages
to be retrieved from the mailbox every scan interval, for example 10. You can enter a
different value for this variable for each mailbox.
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13 In the Outbound SMTP Server box, ensure that the host name or IP address of your
SMTP server is selectable.
14 In the Rule Group box, select the name of the Rule Group to assign to the recipient
mailbox, for example DemoRuleGroup.
15 Click Save.
--End--
Updating the system default rule
Update the system default rule to ensure that an e-mail arriving at each configured
recipient mailbox is assigned to a skillset and can be routed.
When you create a recipient mailbox, the system default rule is copied as the last regular
rule into the list of rules for the recipient mailbox.
The automatic signature is text appended to each e-mail message sent from the contact
center in addition to the agent message. The text in the automatic signature contains
corporate disclaimer information and must be in fixed-width font. The automatic
signature appears in an e-mail message after any personal signature, which is
configured in the Agent Desktop application.
The system default rule is used in every rule group configured in Contact Center
Multimedia.
Prerequisites
Ensure that you know the default settings for the system delivery failure rule:
use the e-mail default skillset, EM_Default_Skillset
use no automatic response
assign priority 3 (medium high)
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Use caution when you change the properties of the system default rule:
If you change the properties of the rule, you affect the behavior of the system
default rule, which affects all recipient mailboxes.
If you delete the skillset associated with the default rule, EM_Default_Skillset is
used.
If you delete EM_Default_Skillset, the system stops processing e-mail
messages.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click System Rules.
4 Under System Default Rule, from the Skillset list, select a skillset name, for example
EM_Default_Skillset.
5 To change the automatic response settings, under Auto Responses, select another
automatic response from the list., for example Out of hours message.
6 To change the priority, under Priority, select a different priority for the contact.
7 Click Save.
--End--
Updating the system delivery failure rule
Update the system delivery failure rule to ensure that any e-mail message that contains
particular phrases such as undeliverable, returned mail, unknown recipient, delivery
failure, or delivery report is deleted and not assigned to an agent.
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Contact Center Multimedia server e-mail configuration
When you create a recipient mailbox, the system delivery failure rule is copied as the
first regular rule into list of rules for the recipient mailbox.
Prerequisites
Ensure that you are licensed to handle e-mail messages.
Ensure that you know the default settings for the system delivery failure rule:
use the e-mail default skillset, EM_Default _Skillset
use keyword group delivery failure keywords
assign priority 6 (lowest)
Use caution when you change the properties of the system default rule:
If you change the properties of the rule, you affect the behavior of the system
default rule, which affects all recipient mailboxes.
If you delete the skillset associated with the default rule, EM_Default_Skillset is
used.
If you delete EM_Default_Skillset, the system stops processing e-mail
messages.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click System Rules.
4 Under System Delivery Failure Rule, from the Skillset list, select a skillset name, for
example EM_Default_Skillset.
5 To change the keyword group, under Keyword Group, select an existing keyword
group from the list, for example Delivery failure keywords.
6 To change the priority, under Priority, select a priority for the contact, for example 6.
7 Select the Will close contact check box to have the rule to close the contact.
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8 Click Save.
--End--
Enabling a rule
Enable the rule within the rule groups and edit the rules.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click Rule Groups.
4 Click the Rule Group that contains the rule you wish to enable and click Edit.
5 Select a disabled rule.
6 Under Rules, click the check mark button.
7 Click Save.
--End--
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Contact Center Multimedia server e-mail configuration
Configuring the e-mail settings
Configure the following e-mail settings for e-mail messages entering and leaving your
designated contact center mailboxes:
how frequently you scan the e-mail server for new messages
the location in which attachments are stored
automatic numbering of e-mail messages
which text is searched when you use keywords for rules
Default values are provided for required fields. You can change or accept the default
values for the optional settings.
Prerequisites
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click E-mail.
3 Click General Settings.
4 To configure a mailbox scan interval, under Mailbox Scan Interval, type the time in
minutes. This time refers to the interval between mailbox scans to check for new
incoming e-mail messages.
5 To change the attachment file locations from the automatically generated default
locations, under Attachment Files, type the new paths for the inbound and outbound
URL and shared folders into the fields provided.
6 To include the customer ID or contact ID in a number for the outgoing e-mail message
numbering, under Message Properties, select the Customer ID check box, the
Contact ID check box, or both.
7 To include the e-mail message body in the keyword search, select the Include email
body in keyword search check box. The following example shows the default
settings:
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8 In the Search first box, type the number of characters in the content of the body of the
e-mail message that you search for keywords.
9 Click Save.
--End--
Configuring Microsoft Exchange 2007 for sending outgoing e-mail
If Microsoft Exchange 2007 is installed on your e-mail server, configure it to send
outgoing e-mail from the Contact Center Multimedia Agent Desktop.
If you use Microsoft Exchange 2003, additional configuration is not required.
Prerequisites
Ensure that you use Microsoft Exchange 2007 on your e-mail server.
Log on to the Contact Center Manager Administration application.
Procedure steps
Step Action
1 On the Launchpad in Contact Center Manager Administration, click Multimedia.
2 In the left column, click General Administration.
3 Click Server Settings.
4 Select the Outbound SMTP Server.
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Contact Center Multimedia server e-mail configuration
5 Click Edit.
6 Under Advanced SMTP Authentication, select Base 64 Encoded Authentication.
7 Click Save.
8 Close the Contact Center Manager Administration window.
9 Log on to the Exchange 2007 server.
10 Open the Exchange Management Console.
11 Click Server Configuration, Hub Transport, Receive Connectors Tab.
12 Right-click Default <Servername> and click Properties.
13 Click the Authentication tab.
14 Disable all authentication except the following:
Basic Authentication
Exchange Server Authentication
Integrated Windows Authentication
15 Close the Exchange Management Console.
--End--
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Agent Desktop configuration
The Contact Center Multimedia Administrator application has settings that you can use
to configure properties in the Avaya Aura
Contact Center.
Procedure steps
Step Action
1 Create a domain account for each Contact Center agent.
Agent Desktop client software installation
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2 Add all of the agents desktops to the domain. For example add the agent desktop
computers to the thewest.com domain.
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Agent Desktop client software installation
3 On the domain controller server, create a Windows organization unit (OU) to contain all
the desktop computers for the agents using Agent Desktop.
Agent Desktop client software installation
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4 For example, in the thewest.com domain, create an OU called CampusHA_OU.
5 Add the all the agents desktops to this OU, for example the CampusHA_OU.
--End--
Assigning a group policy for embedded softphone settings
Assign the Group Policy administrative template with specific settings for Agent Desktop
to your Windows domain controller. You need to copy the administrative template file
from the CCMM server to the Windows domain controller. You also need to add all the
desktop computers for the agents using Agent Desktop to an organization unit (OU) on
the contact center domain.
Prerequisites for assigning the group policy
You understand Windows group policy management.
Attention: This procedure describes the steps to follow on Windows 2008 Server. If
you are using an earlier version of Windows for your domain controller, refer to the
appropriate Windows documentation.
Procedure steps
Step Action
1 On the Contact Center Multimedia server, navigate to the D:\Avaya\Contact Center\
Multimedia Server\Common Utilities folder and locate the AAADSignalPort.ADM file.
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Agent Desktop client software installation
2 Copy the administrative template file to your Domain Controller.
3 On the Windows domain controller, choose Start, Administrative Tools, Group
Policy Management.
4 In the left pane, Expand Forest: <domain name>, Domains, <domain name>, for
example a domain name of thewest.com.
5 Right-click the OU to which you want to link the Group Policy administrative template.
This is the OU that contains the agents desktop computers, for example
CampusHA_OU.
6 Select Create a GPO in this domain, and Link it here....
The New GPO dialog appears.
7 In the Name box, type a name for the new GPO, for example CampusHA_GPO.
8 Click OK.
9 Right-click the GPO you created.
10 Select Edit....
The Group Policy Management Editor dialog appears.
11 Under Computer Configuration, expand Policies.
12 Under Policies, right-click Administrative Templates.
13 Select Add/Remove Templates....
The Add/Remove Templates dialog appears.
Agent Desktop client software installation
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14 Click Add.
The Policy Templates dialog appears.
15 Browse to the location where you copied the AAADSignalPort.ADM file, select this file,
and click OK.
16 The Add/Remove Templates dialog now shows the template you added.
17 Click Close.
18 From the View menu, select Filtering.
19 Select Only show policy settings that can be fully managed.
20 Click OK.
21 Under Administrative Templates expand the policy template you added, for example
Classic Administrative Templates (ADM).
22 Click on the new template.
23 In the right-hand pane, double-click the SignalProtocol setting.
The SignalProtocol Properties dialog appears.
24 On the SignalProtocol dialog box, select Enabled.
25 Type "1" in the Signal Protocol box.
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Agent Desktop client software installation
26 Click OK.
27 Exit the Group Policy Management Editor.
28 Ensure all agents restart their desktop computers before accessing the Agent Desktop
application for the first time.
--End--
Installing the Agent Desktop client software
Install the Agent Desktop client software on each client computer for which an agent
logs on to handle contacts using the softphone and multimedia toolbar.
Attention: If you plan to implement High Availability (HA) with a standby Contact
Center Multimedia server, install the minimum number of Agent Desktop clients
required to test the solution. When you configure HA, client computers already installed
require a reinstall of Agent Desktop to reference the Managed IP address of the HA
solution.
Agent Desktop client software installation
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Procedure steps
Step Action
1 Log on to the client computer using the agent user account.
2 Start Internet Explorer.
3 In the Address box, type http://<servername>/agentdesktop, for example http://
ccmultimone/agentdesktop/.
4 On the Agent Desktop page, click Install Prerequisites.
5 On the File Download - Security Warning message box, click Run.
The client downloads the .NET Framework and C++ software from the server and
installs the application on the client.
6 Click Launch AAAD.
7 On the Application Install - Security Warning message box, click Install.
--End--
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Agent Desktop Call Control
Avaya Aura
Agent Desktop:
Accept the incoming e-mail contact.
Review and update customer information.
Send a reply.
Forward an e-mail message.
Finish an e-mail message.
You can also use Agent Desktop to create a new e-mail message.
Example of e-mail toolbar
The Agent Desktop e-mail editor offers improved e-mail editing, formatting
feature buttons and management in HTML-format e-mail messages. The feature
buttons are added to the bottom of the e-mail toolbar.
Undo (Ctrl+z)
Text font
Text style
Color text
Bold text
Italic text
text indent
Underlined text
Highlighted text
Horizontal line-rule support
Insert image links
Insert hyperlink
Agent Desktop E-mail messages
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Text justification
Numbered lists
Bulleted lists
These formatting and additional insertion buttons are only displayed on the
e-mail editor toolbar when HTML format e-mail is selected. Plain text format
e-mail do not support text formatting.
Blind carbon copy (Bcc:) is available only when using the e-mail Address Book.
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Agent Desktop E-mail messages
The following table shows the e-mail feature buttons.
Logging on to Agent Desktop
Log on to the Agent Desktop after you start the Agent Desktop application. The
system automatically configures your status to Not Ready. Change your status
to Ready to indicate that you are available to handle all media types for which
you are licensed and configured. If you are assigned to a skillset for a particular
contact type, you can receive and create contacts in that contact type.
Procedure steps
Step Action
1 Start the Agent Desktop.
E-mail editing and formatting controls
Control Function
Bold selected text
Italicize selected text
Underline selected text
Align text with left margin
Center text
Align text with right margin
Numbered list items
Bulleted list items
Indent selected text
Outdent selected text
Undo last change
Redo the last change
Change color of selected text
Insert a hyperlink
Insert a graphic
E-mail attachment
Spell check
E-mail signature
E-mail templates
Agent Desktop E-mail messages
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2 On the Agent Desktop Top bar, from the Status list, select Login.
3 In the Multimedia tab, type your ID and Password. For example, type
Agent1s user ID of 1001 and Agent1s password.
4 Click Login.
The status icon changes to Not Ready.
--End--
Accepting an incoming contact
Accept an incoming contact to display customer details and begin contact with a
customer. Agent Desktop expands to show the customer details and the call
timer appears in the work item. The new incoming e-mail is presented as a new
work item in the work list window.
Procedure steps
Step Action
1 On the Agent Desktop, click Accept.
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Agent Desktop E-mail messages
The e-mail opens in the E-mail Display panel.
The customers details open in the bottom left hand Customer Details panel.
--End--
Replying to an e-mail message
Reply to an e-mail message when a customer sends an e-mail to the Contact
Center requesting a response. Create a response to a customer in the same
format as the original request.
You can use several features in the Agent Desktop interface to create your
e-mail response in HTML or plain text:
Auto suggestions
the address book
one or more response templates
an automatic signature
an attached file
the spelling checker
You can also add a comment to an e-mail message in the Agent Note box for
reference for later communications with the customer. The customer does not
see the content of the Agent Note box.
Procedure steps
Step Action
1 After you review the customer contact, click Reply.
2 In the E-mail Response window, accept the default To e-mail address, with the
same e-mail address from which the message was sent, or click To, Cc to add
other e-mail addresses from the corporate address book or multimedia
database.For example, reply to cust1@labmail.com.
Agent Desktop E-mail messages
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3 In the Subject box, accept the subject currently displayed, for example New
Car. You can also choose to edit the subject.
4 Add text to the reply using one or both of the following methods:
Type the message text.
Add a template response.
5 To sign the e-mail or to insert an automatic signature, click the Insert
Signature button.
6 If you use HTML text and you want to bold, underline, or italicize any text,
select the text and click the appropriate button to apply formatting. You cannot
format plain text.
7 To change the text size, highlight the text and click the Size: drop-down list to
select the text size.
8 To perform a spell check, click the SpellCheck icon.
9 To add an attachment to the e-mail response, click Insert a file.
10 In the Agent Note box, type additional information about the contact or the
customer. Only agents and supervisors can view the information in the Agent
Note box.
11 Click Send.
12 Close the contact. If required, select a reason for closing the contact.
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Agent Desktop E-mail messages
--End--
Creating an e-mail message
Create an e-mail message to send to a customer.
Prerequisites
Ensure that you are assigned to an e-mail skillset.
Ensure that you are not currently handling a contact.
Procedure steps
Step Action
1 On the Agent Desktop Action bar, click Initiate Email.
2 In the text box, enter the e-mail address of the customer, and add additional
Cc addresses as required.
3 Click Create Email.
4 In the Subject box, type the message subject.
5 In the body text box, type the message text. You can type text or use a
template.
6 To insert a file, click Insert a file.
7 Select the appropriate skillset from the Skillset list.
8 In the Agent Note box, type information about the contact or the customer.
Only agents and supervisors can view the information in the Agent Note box.
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9 Click Send.
The system searches the database for the customer e-mail address. If the
customer does not exist in the database, the system creates a new customer
record, as well as a new contact and response record.
10 Click Close to complete the contact.
--End--
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High Availability Standby
Server Configuration section
High Availability CCMA replication pre-install configuration (page 233)
High Availability Standby co-resident server software installation (page 243)
High Availability Standby co-resident server commissioning (page 293)
High Availability Standby Multimedia server software installation (page 321)
High Availability Standby Multimedia server commissioning (page 349)
High Availability Agent Desktop testing (page 367)
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High Availability CCMA replication
pre-install configuration
This chapter describes how to configure the windows accounts used by Contact Center
Manager Administration (CCMA) replication in your Avaya Aura
Contact Center
solution.
Perform these procedures only on the Avaya Aura
Contact Center
server software on the standby co-resident server. This includes the following server
software:
Contact Center Manager Server
Contact Center Manager Server Utility
Contact Center License Manager
Contact Center Manager Administration
Communication Control Toolkit
Orchestration Designer
Avaya recommends creating an administration account on the server and then installing
Avaya Aura
Contact Center using the account. This account must have full
administrative privileges. You must not delete the account. If you delete the account
used to install the server software, Avaya Aura
Contact Center Firewall Security policy. You can use this backup policy to
rollback the Avaya Aura
Contact Center and they must be in the same subnet IP address range for
campus High Availability resiliency to work.
The standby server must be configured the same as the active server. The standby and
active servers must have the same patch level and the same hard disk drive partitions.
Configuration changes made to the active CCMS and CCT server during normal
operation are automatically copied to the standby server so that the standby server can
take over processing from the active server when necessary.
In a High Availability campus co-resident AML-based solution, a CCT service failure
does not initiate an automatic switchover; if a CCT service stops it is restarted. In a
campus AML-based solution with a pair of standalone CCT servers, an active CCT
service failure, hardware, network, or database failure can initiate a switchover. Using a
pair of standalone CCT servers therefore improves resiliency in an AML-based solution.
In a campus co-resident solution, only a CCMS service failure, hardware, network, or
database failure can initiate a switchover but only in the following situations:
The switchover check box on both servers is selected.
The standby server is shadowing the active server.
A valid license file containing standby server license information for CCMS and CCT
exists to allow switchover.
High Availability Standby co-resident server commissioning
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In a High Availability campus AML-based solution with a pair of standalone CCT
servers, an active CCT service failure, hardware, network, or database failure can
initiate a switchover.
If the Contact Center Administrator uses the Windows Service Control Manager (SCM)
to stop a monitored service on an Active server, a switchover occurs. If the Contact
Center Administrator uses the System Control and Monitor Utility (SCMU) to stop a
monitored service on an Active server, a switchover does not occur.
Managed IP Address
A Managed IP address is a virtual IP address that is attached to a network adapter on
the active server. Each High Availability application server is assigned a static IP
address. After the active server in each replication pair is determined, the active server
attaches a Managed IP address to the network interface. The Managed IP address is
only assigned to the active server and it is used by all other contact center applications
and clients to connect to that application. The standby server assumes this same
Managed IP address if it takes over processing and becomes the active application. The
active server stops using the Managed IP when it stops being the active server.
High Availability Utility
Configure High Availability resiliency for CCMS and CCT using the High Availability
Utility in the Database Utilities. The High Availability Utility is used to configure which
server is the active and which is the standby server. The HA utility also configures the
Managed IP of the active server.
The High Availability Utility on an Active Server has the following dialogs under the
Configuration tab:
Server Mode
Configure the IP address for the Active and Standby servers
Configure the IP address for Trusted servers
Identify if the server is Active or Standby
Enable Automatic Switchover
Configure the switchover time-out. This is the wait time if a network outage
occurs before an automatic switchover occurs
Notifications
Configure an e-mail server for e-mail notifications
Configure where and how often to send e-mail notifications
Configure the e-mail character set
System
Display information on the system status
Verify that shadowing is running
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High Availability Standby co-resident server commissioning
The High Availability utility on an Active Server has the following dialogs under the
Tasks tab:
CC Applications
Start or stop the system
Enable or disable CC applications
Enable or disable switchover on the CC applications
Display system information
CC Configuration
Monitor application service status
Define which application services are stopped or started
Configure how often a service restarts before switching over to the standby
server
System Control
Initiate a manual switchover for the Active Server
Initiate Standby Server shadowing
Prerequisites
Ensure unused Network Interface Cards (NICs) are disabled.
CCMA replication is configured. CCMA AD-LDS replication is setup at install time.
The Active and Standby Server have a valid standby server license file.
Resolving the Managed name to the Managed IP address
Complete the following procedures for the Active and Standby servers to resolve the
Managed server name to the Managed IP address.
Attention: Avaya Aura
Contact Center using the account. This account must have full
administrative privileges. You must not delete the account. If you delete the account
used to install the server software, Avaya Aura
Contact Center Firewall Security policy. You can use this backup policy to
rollback the Avaya Aura
Agent Desktop
communicates with a Communication Control Toolkit (CCT) server to handle
voice contacts.
In a multimedia-enabled High Availability solution use the CCMM Administration
tool to configure standby CCMM and CCT server details. Avaya Aura
Agent
Desktop client software downloads these standby server details and
communicates with these standby servers if it cannot communicate with the
active CCMM or CCT servers.
Prerequisites
Log on to the Contact Center Manager Administration application. You must
launch the Contact Center Manager Administration application from the
co-resident server Managed name.
Procedure steps
Step Action
1 Log on to the active co-resident server.
2 Log on to the Contact Center Manager Administration application using the
Managed name of the co-resident server. For example, launch Contact Center
Manager Administration from http://cccores.
3 On the Launchpad, click Multimedia.
4 In the left column, select General Administration.
5 Click Server Settings.
6 Ensure that Contact Center Manager Server, Contact Center Manager
Administrator, Communication Control Toolkit and Contact Center
License Server is configured with the Managed IP address of the active
CCMS server, for example 172.18.116.47.
7 Ensure that Contact Center Multimedia Server is configured with the name
or IP address of the active CCMM server, for example 172.18.116.43.
8 Ensure that Contact Center Multimedia Standby Server is configured with
the name or IP address of the current standby CCMM server, for example
172.18.116.31.
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9 Ensure that Standby CCT Server is configured with the name or IP address
of the standby CCT server, for example 172.18.116.30. In the port field, type
the port number of the active CCT server, for example 29373.
10 Close the CCMM Administration screen.
--End--
Configuring High Availability on the Active Server
The Active Server is configured using the High Availability utility. This utility
saves IP information for the Active Server to the database.
Procedure steps
Step Action
1 Log on to the active CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities, High
Availability.
3 Expand Configuration.
4 Double-click Server Mode.
5 Under Server Mode Configuration, select Active.
6 Under Server Mode Configuration, select the Switchover check box.
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7 Under Server Mode Configuration, in the text box, type the maximum length
of time the network connectivity tests can continue to fail consecutively before
corrective action is considered, for example 60.
8 Under Server Mode Configuration, from the drop down list, select the unit of
time for the network connectivity tests. In this example, the default value of 60
seconds is selected.
9 Under IP Configuration, type the Managed IP, CLAN address, for example
172.18.116.37.
10 Under IP Configuration, type the Active Server details, CLAN IP address,
for example 172.18.116.43.
11 Under IP Configuration, type the Standby Server details, CLAN IP address,
for example 172.18.116.31.
12 In the Trusted IP box, type the IP Address of the trusted server, for example
172.18.138.32. Avaya recommends that you use the IP address of some part
of your IT infrastructure, that is always available to respond to a ping request,
as the Trusted IP address.
13 Click OK.
--End--
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Backing-up the CCMM Active Server database
Use the Database Maintenance utility to back up the Active Server database.
The backup of the database is restored to the Standby Server.
Procedure steps
Step Action
1 Log on to the active CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities,
Database Maintenance.
3 Click Backup Locations.
4 Click Create.
5 From the Drive Letter list, select the network drive on which you want to store
the CCMM database, for example N.
6 In the UNC Path box, type the location where you want to store the back up,
in the format \\Computer Name\Backup Location, for example \\
CCMULTIMONE\CCMMdb. This location must be a shared folder with correct
permissions.
7 In the User Name box, type the user name used to log on to the computer
specified in the UNC Path box. The user name is in the format Computer
Name\Account Name, for example CCMULTIMONE\administrator.
8 In the Password box, type the domain password.
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9 Click OK.
10 In the left pane, click Immediate Backup.
11 In the Media Type section, select Network Disk.
12 In the Applications section, select CCMM and ADMIN.
13 From the Backup Location list, select the network drive on which to store the
backup.
14 Click Backup.
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--End--
Restoring the database on the Standby Server
Restore the database from the Active Server to the Standby Server to ensure
the databases are consistent. The Database Maintenance utility can restore only
one applications data at a time. Therefore restore the data for the CCMM and
ADMIN databases.
You must restore the CCMM and ADMIN databases to the Standby Server.
Restore the ADMIN database last.
Prerequisites
At CCMM install-time, the license type is NODAL. If you have a Corporate
(CORP) license you must set this on the standby server before you restore
the active server backup on to the standby machine.
Attention: Restore the CCMM database first and then the ADMIN database.
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Attention: Restoring the ADMIN database can change configuration of
Backup locations on the Standby Server if the Active Server and Standby
Server backup locations are different. After you restore the ADMIN database,
close and reopen the Database and Maintenance utility.
Procedure steps
Step Action
1 Log on to the standby CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities,
Database Maintenance.
3 Click Backup Locations.
4 Click Create.
5 From the Drive Letter list, select the network drive on which you want to store
the CCMM and ADMIN databases, for example N.
6 In the UNC Path box, type the location to store the backup. It must be in the
format \\Computer Name\Backup Location, for example \\CCMULTIMONE\
CCMMdb. This location must be a shared folder with correct permissions.
7 In the User Name box, type the user name used to log on to the computer
specified in the UNC Path box. The user name is in the format Computer
Name\Account Name, for example CCMULTIMONE\administrator.
8 In the Password box, type the Windows user name password.
9 Click OK.
10 In the Database Maintenance dialog box, in the left pane, click Restore.
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11 In the right pane, under Media Type, select Network Location.
12 If the backup file is on the network drive, in the Backup Location list, select
the backup location, for example N.
13 Under Application, select the database to restore, either CCMM or ADMIN.
Attention: You must restore the ADMIN database last.
14 Under Restore contents, select Data.
15 Click Restore.
16 Use the Progress information field to monitor the restore process.
17 Repeat steps 11 to 14 to restore all databases
18 Click Exit to close the Database Maintenance utility.
--End--
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High Availability Standby Multimedia server commissioning
Configuring the Standby Server
Configure the Standby Contact Center Multimedia (CCMM) server. The Standby
CCMM server must be shadowing the Active CCMM server for switchover to
occur if the Active server fails. While the Standby server is shadowing the Active
server, it maintains a near real-time local copy of the CCMM and Administration
databases. Therefore, you configure the Standby Server with the most recent
data and it can take over from the Active Server if necessary.
Prerequisites
The database from the Active server has been restored to the Standby
Server.
Procedure steps
Step Action
1 Log on to the standby CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities, High
Availability.
3 In the left pane, click Server Mode.
4 In the Server Mode Configuration section, select Standby.
5 Under IP Configuration, type the Active Server details, CLAN IP address,
for example 172.18.116.43.
6 Under IP Configuration, type the Standby Server details, CLAN IP address,
for example 172.18.116.31.
7 In the Trusted IP box, type the IP Address of the trusted server, for example
172.18.138.32. Avaya recommends that you use the IP address of some part
of your IT infrastructure, that is always available to respond to a ping request,
as the Trusted IP address.
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8 Click OK.
--End--
Starting the Active Server
Start the Active Server using the CC Applications tab in the High Availability
utility. Starting the Active Server starts the system processes.
Procedure steps
Step Action
1 Log on to the active CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities, High
Availability.
3 Expand Tasks.
4 Double-click CC Applications.
5 In the first box under CC Applications, choose system.
6 If services are not started, click Start.
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7 On the System Start Notification message box, click Yes.
A delay occurs before all Contact Center services start.
8 Click OK.
--End--
Starting shadowing on the Standby Server
Use the High Availability utility to start shadowing on the Standby Server.
Attention: You must backup the Active server database, restore it on to the
Standby server, and enable shadowing within 24 hours. If the difference in time
between the Active and Standby server database content is greater than 24
hours then database shadowing does not work. If shadowing is stopped for
more than 24 hours then you must backup the Active server database and
restore it on to the Standby server before re-enabling shadowing. Ensure that
the system clock time on the Active and Standby servers are synchronized.
Procedure steps
Step Action
1 Log on to the CCMM standby server.
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2 Choose Start, All Programs, Avaya, Contact Center, Database Utilities,
High Availability.
3 Under Tasks, click System Control.
4 Beside Control, select Shadowing.
5 Click Start.
6 Click Yes.
--End--
Verifying Shadowing is running on the Active Server
The system information tab of the High Availability utility displays system
information regarding the Active and the Standby servers. The dialog box
displays the following information categories:
computer name and operating system version
server mode
server configuration type
remote server connection status
remote server port information
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port information
license information
time of last record shadowed
local and remote information on system status, switchover, shadowing and
network
CC Application install information
databases shadowed
database namespaces
database space and journaling information
database processes information
Use this procedure to verify the settings.
Procedure steps
Step Action
1 Log on to the active CCMM server.
2 Click Start, All Programs, Avaya, Contact Center, Database Utilities, High
Availability.
3 In the left pane, expand Tasks.
4 Select System control.
5 In the information box, ensure that the standby server is actively shadowing the
active server.
--End--
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High Availability Agent Desktop testing
Avaya Aura
Contact
Center server. This includes the following server software:
Contact Center Manager Server
Contact Center License Manager
Contact Center Manager Administration
Communication Control Toolkit
Orchestration Designer
You must patch both the active and standby servers to the same patch level.
Installing co-resident software patches
Install the most recent co-resident software service patches to ensure that you have the
most current development updates.
Prerequisites
Download the most recent Avaya Aura
Contact Center
Release 6.2. This section provides information about how and where to check for the
status of the various configuration elements and parameters mentioned in the
checklists.
Prerequisites for Avaya Communication Server 1000 troubleshooting
Read the Avaya Aura
Contact
Center services start on that server.
Avaya recommends that you use the IP address of some part of your IT infrastructure,
that is always available to respond to a ping request, as the Trusted IP address.
Procedure steps
Step Action
1 Verify the active and standby servers can communicate with the Trusted IP address.
--End--
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High Availability troubleshooting
Troubleshooting shadowing failures
Troubleshoot when the standby server does not shadow the active server. The standby
set of Avaya Aura