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Abstract
These Application Notes describe the configuration steps required to integrate IEX TotalView
Workforce Management with Avaya IQ using the IEX-RTA interface. Avaya IQ captures
ACD call center data from Avaya Communication Manager over an established link and stores
it in its database. The IEX-RTA interface is used to extract real-time agent state information
from the Avaya IQ database and send it to IEX TotalView. The agent data can then be parsed
by TotalView and displayed on the TotalView Supervisor Workstation. This interface is
provided by the Avaya Communication Solutions and Integration (CSI) group within Avaya
Global Services.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
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1 Introduction
These Application Notes describe the configuration steps required to integrate IEX TotalView
Workforce Management with Avaya IQ using the IEX-RTA interface. Avaya IQ captures ACD
call center data from Avaya Communication Manager over an established link and stores it in its
database. The IEX-RTA interface is used to extract real-time agent state information from the
Avaya IQ database and send it to IEX TotalView. The agent data can then be parsed by
TotalView and displayed on the TotalView Supervisor Workstation. This interface is provided
by the Avaya Communication Solutions and Integration (CSI) group within Avaya Global
Services.
IEX TotalView Workforce Management software provides a centralized platform for optimizing
the performance of a contact center. It supplies real-time information to better manage the
performance of the people in the contact center. The real-time agent reports received from
Avaya IQ can be viewed from the TotalView Supervisor Workstation.
The real-time agent data is received by IEX TotalView from Avaya IQ. The IEX-RTA interface
utilizes a client-server model with Avaya IQ being the client and IEX TotalView being the
server. IEX TotalView runs a TCP listener process to accept the data connection from the
RTA interface of Avaya IQ. Once a connection is established, the connection remains active
indefinitely. Avaya IQ can send data to IEX TotalView every 10 seconds (configurable).
Avaya CSI installs and configures the IEX-RTA interface on Avaya IQ, and provides the TCP
port number associated with the RTA session to IEX for configuring TotalView. TotalView
parses the raw data streams received and makes the data available on the TotalView system.
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Figure 1 illustrates the test configuration. In this configuration, Avaya Communication Manager
received calls to the skills and VDNs monitored by Avaya IQ. The calls were then routed to
available agents in the ACD call center. Agent state information was sent from Avaya
Communication Manager to Avaya IQ over a configured link. Avaya IQ stored the agent data in
its database and also sent the data to IEX TotalView using the IEX-RTA interface. The IEX
TotalView Supervisor Workstation was used to view the real-time agent data. The Avaya IQ
Admin PC was used to access the IEX-RTA menu and the Avaya IQ OAM interface using an
Internet browser.
Avaya IQ
(192.168.120.55)
IEX TotalView
Workforce Management
(192.168.120.180)
Oracle DB
Avaya IQ Admin
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Software
HW01 FW024
Avaya IQ
4.1
2.8 (H.323)
3.12.5.0
3.12.5.0
The detailed administration of contact center devices such as ACD/Skill, VDN, Vector, and
Agents are assumed to be in place. These Application Notes will only cover how to enable
ACD/Skill, VDN, and Agent data to be sent to Avaya IQ.
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Page
1 of
11
Maximum
Maximum
Maximum
Maximum
Maximum
44000
500
0
5
100
0
0
0
USED
373
205
0
0
14
0
0
0
(NOTE: You must logoff & login to effect the permission changes.)
Page
6 of
11
y
y
y
n
y
y
y
y
y
y
n
Reason Codes?
Service Level Maximizer?
Service Observing (Basic)?
Service Observing (Remote/By FAC)?
Service Observing (VDNs)?
Timed ACW?
Vectoring (Basic)?
Vectoring (Prompting)?
Vectoring (G3V4 Enhanced)?
Vectoring (3.0 Enhanced)?
Vectoring (ANI/II-Digits Routing)?
Vectoring (G3V4 Advanced Routing)?
Vectoring (CINFO)?
Vectoring (Best Service Routing)?
Vectoring (Holidays)?
Vectoring (Variables)?
to effect the permission changes.)
y
n
y
y
y
y
y
y
y
n
y
y
y
y
n
y
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Page
12 of
17
y
y
current-wait-time
n
all
y
hour
n
on-login
n
Page
IP NODE NAMES
IP Address
Name
192.45 .120.75
192.45 .120.55
1 of
IP Address
.
.
.
.
.
.
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Page
1 of
IP INTERFACES
Type:
Slot:
Code/Suffix:
Node Name:
IP Address:
Subnet Mask:
Gateway Address:
Enable Ethernet Port?
Network Region:
VLAN:
C-LAN
01A04
TN799 D
clancrm
192.45 .120.75
255.255.255.0
192.45 .120.1
Y
1
n
Link: 1
Allow H.323 Endpoints? y
Allow H.248 Gateways? y
Gatekeeper Priority: 5
Figure 6: IP Interfaces
Name:
Type:
Port:
Link:
A descriptive name.
ethernet
Same slot number from Section 3.4 above and port 17.
An available link number.
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1 of
DATA MODULE
Data Extension: 50000
Name: CRM CLAN LINK
Type: ethernet
Port: 01A0417
Link: 1
Network uses 1's for Broadcast Addresses? y
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Enable:
y
Appl.:
ccr
Mode:
s for server mode.
Interface Link:
Link number for data module Ethernet port from Section 3.5.
Interface Chan:
TCP channel number for Avaya IQ. In this case 5002.
Destination Node: Avaya IQ server node name from Section 3.3.
Destination Port:
0
Session Local: Corresponding channel number in Proc Chan field. In this case 1.
Session Remote: Corresponding channel number in Proc Chan field. In this case 1.
The Interface Chan field contains the Avaya IQ TCP channel number, which is defined as part
of the Avaya IQ installation. For the compliance testing, TCP channel number of 5002 was
used.
change communication-interface processor-channels
PROCESSOR CHANNEL ASSIGNMENT
Proc
Gtwy
Interface
Destination
Chan Enable
Appl.
To Mode Link/Chan
Node
Port
1:
y
ccr
s
1
5002 avayaiq
0
2:
n
0
Page
1 of
24
Session
Mach
Local/Remote IDnp
1
1
Page
1 of
75000
IQ VDN 1
250
n
n
n
1
1
both
20
20
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Page
HUNT GROUP
Skill? y
AAS? n
Measured: both
Supervisor Extension:
2 of
180
80 in 20
20
n
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4 Configure Avaya IQ
Configuration of the IEX-RTA interface is performed by Avaya CSI and is outside the scope of
these Application Notes. After the interfaces are configured, the user can follow the procedure
below to enable the interface.
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The IEX-RTA interface may be stopped and restarted. Enter 2 to stop the interface, followed
by the Enter key. When prompted for the session to stop, enter the session number
corresponding to the Avaya IQ and IEX TotalView connection, followed by the Enter key. In
the configuration, session number 1 was used. Avaya IQ indicates that the session is being
stopped.
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From the IEX-RTA Menu, enter 1 to restart the interface, followed by the Enter key. When
prompted for the session to start, enter the appropriate session number followed by the Enter
key. Avaya IQ indicates that the session is being started.
To check the session status, enter 3 at the IEX-RTA Menu followed by the appropriate session
number as shown in Figure 14. The status screen should indicate that the session is running and
connected to the IEX TotalView server.
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Once logged in, the TotalView main window is displayed as shown in Figure 17. To view
agent state information for the ACD call center configured on Avaya Communication Manager,
navigate to MUReal-time Adherence. The Real-time Adherence window is displayed as
shown in Figure 18.
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From the Real-time Adherence window, click on the Ellipses button [] by the MU field to
select the management unit. In the Management Units window that is displayed, select the
option corresponding to Avaya IQ. This option was already configured by IEX during the
TotalView system configuration. Click the OK button.
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The Real-time Adherence window is now displayed with agent state data for all agents in the
ACD call center on Avaya Communication Manager. The agent state will update automatically.
Note: If the state information is grayed out, that indicates that either the connection to the
TotalView server has been lost or the TotalView server is down.
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7 Verification Steps
This section provides the tests that can be performed to verify proper configuration of Avaya
Communication Manager, Avaya IQ, and IEX TotalView.
1
In Service
TCP connected
1
ethernet
0
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LINK/PORT STATUS
Link Number:
Link Status:
Link Type:
Link Name:
Service Port Location:
Service Port Data Extension:
Service State:
Node Name:
Source IP Address:
Subnet Mask:
Broadcast Address:
Physical Address:
Enabled?
Maintenance Busy?
Active Channels:
1
connected
ethernet
CRM CLAN LINK
01A0417
50000
in-service/active
clancrm
192.45.120.75
255.255.255.0
192.45.120.255
00:04:0d:4a:ef:9c
yes
no
1
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To verify that the session between Avaya IQ and IEX TotalView is in the connected state, start
the IEX-RTA Menu and choose option 3 to check the session status as shown in Figure 14.
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8 Support
IEX technical support is available via the Internet, phone, or Email.
Web: www.iex.com/service/service--support/support.html
Phone: (800) 433-7692
Email: iexinfo@iex.com
9 Conclusion
These Application Notes describe the configuration steps required for IEX TotalView to
successfully interoperate with Avaya Communication Manager using the IEX-RTA interface of
Avaya IQ. All feature and serviceability test cases were completed successfully.
10 References
This section references the product documentation relevant to these Application Notes.
[1] Administrator Guide for Avaya Communication Manager, Document 03-300509, Issue
3.1, February 2007, available at http://support.avaya.com
[2] Avaya IQ Overview, Release 4.1, March 2008, available at http://support.avaya.com.
[3] Avaya IQ Administration, Release 4.1, March 2008, available at
http://support.avaya.com.
[4] IEX TotalView Product Documentation CD, available on IEX TotalView software CD.
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Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya DevConnect
Program at devconnect@avaya.com.
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