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Abstract
These Application Notes describe the configuration steps required for the Witness Systems
Compliance Package call recording server to successfully interoperate with Avaya
Communication Manager and Avaya Application Enablement Services. During compliance
testing, the Compliance Package successfully recorded calls placed to and from Avaya IP
Telephones, Avaya Digital Telephones, Avaya IP Softphones (Telecommuter, Road Warrior),
analog telephones, and agents, as well as calls placed to a Vector Directory Number (VDN)
and queued to an agent hunt/skill group.
Information in these Application Notes has been obtained through compliance testing and
additional technical discussions. Testing was conducted via the DeveloperConnection Program
at the Avaya Solution and Interoperability Test Lab.
Figure 1 illustrates the network configuration used to verify the Witness Systems solution. The
configuration details, provided in these Application Notes, focus on the interfaces between
Avaya Communication Manager, Avaya AES server, and Witness Systems Compliance Package.
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CLAN .87 MedPro .88 .
CLAN-AES .89
Avaya 6400 and 8400 Series
Digital Telephones (Agents )
192.45.80.0 /24
. 101
.1
Avaya Application Enablement
Enterprise LAN 192 .45.87.0 /24
Services (AES) Server .1
.1
.
.…
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.XXXX
Avaya IP
Avaya 4600 Series IP Softphone
Telephones (Agents)
Witness Systems
Compliance Package
Equipment Software
Avaya S8700 Media Server Communication Manager 3.0.1
(R013x.00.1.346.0)
Avaya G650 Media Gateway
TN2312BP IP Server Interface FW 30
TN799DP CLAN Interface FW17
TN2302AP IP Media Processor FW108
TN2602AP IP Media Resource 320 FW 07
Avaya Application Enablement Services (AES) Server 3.1 Bundled Offer Build 33.1
Avaya 4600 Series IP Telephones
4620SW 2.3
4621SW 2.2.3
4625SW 2.5
Avaya IP Softphones 5.2.4.20
Avaya 6400 Series Digital Telephones -
Analog Telephone -
Witness Compliance Package 7.3.1
Enter the add cti-link m command, where m is a number between 1 and 16, inclusive. Enter a
valid Extension under the provisioned dial plan in Avaya Communication Manager, set the Type
field to ADJ-IP, and assign a descriptive Name to the CTI link.
Enter the change node-names ip command. Note the node names and IP addresses of the C-
LAN boards. In the compliance-tested configuration, one C-LAN board (CLAN) was dedicated
for H.323 endpoint (Avaya IP Telephones and IP Softphones, and AES Device and Media
Control API stations) registration, and the other C-LAN board (CLAN-AES) was enabled with
Application Enablement Services to serve the AES link.
Enter the change ip-services command. On Page 1 of the IP SERVICES form, configure entries
for the C-LAN board that is dedicated for the AES link:
• Service Type – set to AESVCS
• Enabled – set to y.
IP SERVICES
Service Enabled Local Local Remote Remote
Type Node Port Node Port
AESVCS y CLAN-AES 8765
On Page 4 of the IP SERVICES form, enter the hostname of the AES server (ssh into the AES
server and run “uname –a” to get the hostname) for the AE Services Server field and an
alphanumeric password for the Password field. Set the Enabled field to y. The same password
will be configured on the AES server in Section 4.2.
HUNT GROUP
On Page 2, set the Skill field to y, which means that agent membership in the hunt group is based
on skills, rather than pre-programmed assignment to the hunt group.
HUNT GROUP
Skill? y
AAS? n
Measured: internal
Supervisor Extension: 50001
VuStats Objective:
AGENT LOGINID
On Page 2, set the Skill Number (SN) to the hunt group number previously created. The Skill
Level (SL) may be set according to customer requirements.
AGENT LOGINID
Direct Agent Skill:
Call Handling Preference: skill-level Local Call Preference? n
SN SL SN SL SN SL SN SL
1: 1 1 16: 31: 46:
2: 17: 32: 47:
3: 18: 33: 48:
4: 19: 34: 49:
5: 20: 35: 50:
6: 21: 36: 51:
7: 22: 37: 52:
8: 23: 38: 53:
9: 24: 39: 54:
10: 25: 40: 55:
11: 26: 41: 56:
12: 27: 42: 57:
13: 28: 43: 58:
14: 29: 44: 59:
15: 30: 45: 60:
CALL VECTOR
Enter the add vdn r command, where r is an extension valid in the provisioned dial plan.
Specify a descriptive Name for the VDN and the Vector Number configured in the previous
step. In the example below, incoming calls to the extension 50060 will be routed to VDN 50060,
which in turn will invoke the actions specified in vector 1.
Extension: 50060
Name: VDN-50060
Vector Number: 1
Meet-me Conferencing? n
Allow VDN Override? n
COR: 1
TN: 1
Measured: internal
1st Skill:
2nd Skill:
3rd Skill:
(NOTE: You must logoff & login to effect the permission changes.)
STATION OPTIONS
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 21001
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Expansion Module? n
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Note that the Frames Per Pkt field is set to 6 and the Packet Size (ms) field is set to 60. This is
required to work with Compliance Package.
Codec Set: 1
Click on CTI OAM Home Æ Administration Æ Switch Connections in the left pane to
invoke the Switch Connections page. A Switch Connection defines a connection between the
AES server and Avaya Communication Manager. Enter a descriptive name for the Switch
Connection and click on Add Connection.
The next window that appears prompts for the Switch Connection password. Enter the same
password that was administered on Avaya Communication Manager in Section 3.1. Click on
Apply.
Enter the IP address of a C-LAN board enabled with Application Enablement Services (see
Section 3.1) and click on Add Name or IP. Repeat this step as necessary to add other C-LAN
boards enabled with Application Enablement Services.
Set Switch Connection to the switch connection added previously and Switch CTI Link
Number to the CTI link number configured on Avaya Communication Manager in Section 3.1.
The TSAPI Link field is locally significant to this AES server only and may be set to any
unused value. Click on Apply Changes.
Under Maintenance in the left pane, click on Service Controller. Check the TSAPI Service
checkbox and click on Restart Service.
Under Administration in the left pane, click on Security Database Æ CTI Users Æ List All
Users. Select the User ID created in Section 4.1, and click on Edit.
The following screen shows the On Demand Recording page after the recording port is
configured.
The following screen shows the Station Executive Recording page after the station is configured.
The following screen shows the Station Executive Recording page after the station is configured.
The following screen shows the User configuration window. Configure the following fields:
• Username
• Is allowed to replay calls owned by
After the service is restarted, Enter https://<IP address of Compliance Package:8080> in the
URL. Note that a new field called Telephone Number appears in the Login Information section.
Provide the user (created from the previous step) on the Telephone Number field.
The following screen shows the Live Monitor Ports page after the station is configured. At this
point, a user (a station to monitor the recorded station) needs to be created. To create a user,
click on Users from the left pane.
7. Verification Steps
The following steps may be used to verify the configuration:
• Use the ping command to verify IP communication between Compliance Package, Avaya
Communication Manager and Avaya AES server. Ping the CLAN IP Address, Avaya
AES IP Address from Compliance Package. On the SAT of Avaya Media Server, enter
the status aesvcs cti-link command and verify that the cti-link state is up.
• In Compliance Package, select System Overview from the left pane. Check the
following fields:
o Call Information Link to Communication Manager - UP
o Avaya CT Link - UP
8. Support
Technical support for the Compliance Package can be obtained by contacting Witness Systems'
Customer Interaction Center (CIC) via the support link at http://www.witness.com/support/ or by
calling the support telephone number at 1-800-494-8637.
9. Conclusion
These Application Notes describe the procedures for configuring the Witness Systems
Compliance Package 7.3 to interoperate with Avaya Communication Manager 3.0.1 and Avaya
Application Enablement Services 3.1. Compliance Package 7.3 successfully passed all
compliance testing.
10. References
This section references the Avaya and Witness Systems documentation that are relevant to 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
DeveloperConnection Program at devconnect@avaya.com.