Avaya Solution & Interoperability Test Lab

Application Notes for Configuring Avaya IP Agent with an

Avaya Intelligent Branch Solution – Issue 1.0

Abstract

These Application Notes describe the administrative steps required to configure Avaya IP
Agent to interoperate with an Avaya Intelligent Branch Solution consisting of Avaya
Communication Manager, Avaya SIP Enablement Services (SES), and Avaya Distributed
Office.

An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised
of products from Avaya and key strategic partners. These solutions are centered at the store
front office to deliver lower costs, and improved service levels and worker productivity at the
edge, while leveraging applications and resources from other store locations and core
headquarters.

Avaya IP Agent will be configured in telecommuter mode. In telecommuter mode, Avaya IP

Agent registers to Avaya Communication Manager in a core, or headquarters, location for call
control, and the talkpath is established on a local telephone in the branch location. Presence is
available using a centralized Avaya SES home server in the headquarters.

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1. Introduction
These Application Notes describe the administrative steps required to configure Avaya IP Agent
to interoperate with an Avaya Intelligent Branch Solution consisting of Avaya Communication
Manager, Avaya SIP Enablement Services (SES), and Avaya Distributed Office.

An Avaya Intelligent Branch configuration will deliver industry specific solutions comprised of
products from Avaya and key strategic partners. These solutions are centered at the store front
office to deliver lower costs, and improved service levels and worker productivity at the edge,
while leveraging applications and resources from other store locations and core headquarters.

Avaya IP Agent will be configured in telecommuter mode. In telecommuter mode, Avaya IP Agent
registers to Avaya Communication Manager in a core, or headquarters for call control, and the
talkpath is established on a local telephone in the branch location. Presence is available using a
centralized Avaya SES home server in the headquarters.

1.1. Intelligent Branch Solution

Avaya Distributed Office delivers rich communication, collaboration and mobility capabilities to
branch offices. This centrally managed, SIP-based communications platform easily scales to
meet the needs of large enterprises with distributed sites. The Avaya SES Edge, in the
Headquarters, provides SIP signaling between Avaya Distributed Office branches, as well as the
Headquarters location of an enterprise.

Typically, as in the sample configuration illustrated in Figure 1, the Avaya SES Edge server is
located in a Headquarters location along with an Avaya SES Home server and Avaya S8700
Series servers running Avaya Communication Manager. Inter-location call routing between
Avaya Distributed Office (Branch Stores A and B) and Avaya SES Home (Headquarters) is
achieved by using unique numeric prefixes for each location and the user extension (prefix +
extension). The Avaya SES Home (Headquarters) server manages SIP requests for the assigned
domain (retail.com) and forwards any requests pertaining to other locations (or domains) based
on assigned prefix to the Avaya SES Edge server. The Avaya SES Edge server manages SIP
requests from all locations/domains, forwarding requests received from Avaya SES Home
servers and Avaya Distributed Office.
.

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1.2. Network Configuration
Figure 1 illustrates the Headquarters and Branch Store configuration used to verify these
Application Notes.

The Headquarters Location consists of Avaya S8710 Servers controlling a G650 Media
Gateway. Branch A and B are Distributed Office i120 locations utilizing AM110 Application
Modules. Avaya Distributed Office Central Manager (DOCM), which provides remote
administration of each branch in the configuration, is located in the Headquarters.

The Headquarters has access to a simulated PSTN network for incoming customer calls. A
simple skill enabled hunt group will route incoming customer calls to branch sites appropriately.

Figure 1: Network Configuration – Avaya Intelligent Branch Solution

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2. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:

Equipment Software
Avaya S8710 Servers Avaya Communication Manager 5.0
R015x.00.0.825.4
G650 Media Gateway Avaya
TN2312BP IPSI Avaya HW 10 FW042
TN799DP C-LAN HW 01 FW026
Avaya TN2302AP MEDPRO HW 02 FW030
Avaya SIP Enablement Services R 5.0
Home Server SES-5.0.0.0-825.31
Edge Server SES-5.0.0.0-825.31
Avaya S8300C Server Communication Manager 5.0
Avaya G350 Media Gateway R015x.00.0.825.4

Avaya SIP Enablement Services

SES-5.0.0.0-825.31
Avaya Distributed Office
• i120-Analog Platform 27.12.0
• AM110 Application Module 1.1.0_33.02-SP-1.0.0
Avaya Distributed Office Central Manager 4.0.124.3098
• Dell PowerEdge 850 Server Microsoft Windows Server 2003 SP1
Avaya 9620 one-X Desktop Telephone R1.5
Avaya 4621 IP Telephone R2.8
Avaya IP Agent R7.0

Table 1: Equipment and Software Version

3. Assumptions and Limitations

It is assumed that Avaya Communication Manager, Avaya SES, and Avaya Distributed Office
systems are configured to work in an Intelligent Branch solution. See [1], [2], [3], and [4] for
more details.

It is also assumed that Avaya IP Agent has been installed on a PC in each branch of the
configuration, with contacts available for use with instant messaging. See [5] for more details.

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4. Configure Avaya Communication Manager
This section provides the procedures for configuring a skill-enabled hunt group on Avaya
Communication Manager in the Headquarters. The Avaya System Access Terminal (SAT) is
used to issue the commands.

4.1. System Parameters

For unlicensed features, contact an authorized Avaya account representative to obtain the
licenses.

Step Description
1. On Page 6 of the system parameters customer-options form, verify that the following
Call Center Elite features are set to ‘y’.
display system-parameters customer-options Page 6 of 11
CALL CENTER OPTIONAL FEATURES

Call Center Release: 5.0

ACD? y Reason Codes? n

BCMS (Basic)?
BCMS/VuStats Service Level?
BSR Local Treatment for IP & ISDN?
Business Advocate?
Call Work Codes?
DTMF Feedback Signals For VRU?
Dynamic Advocate?
Expert Agent Selection (EAS)?
EAS-PHD?
Forced ACD Calls?
Lookahead Interflow (LAI)? n
Multiple Call Handling (On Request)? n
Multiple Call Handling (Forced)? n
PASTE (Display PBX Data on Phone)? n
(NOTE: You must logoff & login
n Service Level Maximizer? n
n Service Observing (Basic)? n
n Service Observing (Remote/By FAC)? n
n Service Observing (VDNs)? n
n Timed ACW? n
n Vectoring (Basic)? y
n Vectoring (Prompting)? y
y Vectoring (G3V4 Enhanced)? y
n Vectoring (3.0 Enhanced)? y
n Vectoring (ANI/II-Digits Routing)? y
Vectoring (G3V4 Advanced Routing)? y
Vectoring (CINFO)? y
Vectoring (Best Service Routing)? n
Vectoring (Holidays)? n
Vectoring (Variables)? n
to effect the permission changes.)

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Step Description
2. On Page 10 of the system parameters customer-options form, verify that there are
sufficient IP_Agent and IP_Phone licenses.

display system-parameters customer-options Page 10 of 11

MAXIMUM IP REGISTRATIONS BY PRODUCT ID

Product ID Rel. Limit Used

AgentSC : 0 0
IP_API_A : 2400 2
IP_API_B : 2400 0
IP_API_C : 2400 0
IP_Agent : 2400 0
IP_IR_A : 2400 0
IP_Phone : 12000 22
IP_ROMax : 12000 0
IP_Soft : 2400 0
IP_eCons : 20 0

3. Enter the change system-parameters features command. Navigate to Page 11 and verify
that Expert Agent Selection (EAS) Enabled is set to ‘y’.

display system-parameters features Page 11 of 17

FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled? y
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension: Delay:
Message Waiting Lamp Indicates Status For: station

VECTORING
Converse First Data Delay: 0 Second Data Delay: 2
Converse Signaling Tone (msec): 100 Pause (msec): 70
Prompting Timeout (secs): 10
Interflow-qpos EWT Threshold: 2
Reverse Star/Pound Digit For Collect Step? n
Available Agent Adjustments for BSR? n
BSR Tie Strategy: 1st-found
Store VDN Name in Station's Local Call Log? n
SERVICE OBSERVING
Service Observing: Warning Tone? y or Conference Tone? n
Service Observing Allowed with Exclusion? n
Allow Two Observers in Same Call? y

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Step Description
4. On Page 12, verify that BCMS/VuStats LoginIDs is set to ‘y’.

display system-parameters features Page 12 of 17

FEATURE-RELATED SYSTEM PARAMETERS

AGENT AND CALL SELECTION

MIA Across Splits or Skills? n
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? n
Auto Reserve Agents: none

CALL MANAGEMENT SYSTEM

REPORTING ADJUNCT RELEASE
CMS (appl mis):
IQ (appl ccr):

BCMS/VuStats LoginIDs? y
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n

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4.2. Feature Access Codes
This section describes the steps for configuring Feature Access Codes (FACs) for Automatic
Call Distribution (ACD).

Step Description
1. Enter the change feature-access-codes command. Navigate to Page 5, and enter FACs
that are valid under the provisioned dial plan for the following bolded fields.
change feature-access-codes Page 5 of 9
FEATURE ACCESS CODE (FAC)

Automatic Call Distribution Features

After Call Work Access Code:

Assist Access Code:
Auto-In Access Code: 017
Aux Work Access Code: 019
Login Access Code: 015
Logout Access Code: 016
Manual-in Access Code: 018
Service Observing Listen Only Access Code:
Service Observing Listen/Talk Access Code:
Service Observing No Talk Access Code:
Add Agent Skill Access Code:
Remove Agent Skill Access Code:
Remote Logout of Agent Access Code:

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4.3. Administer Skills
This section describes the configuration steps for creating a skill-enabled hunt group.

Step Description
1. Enter the add hunt group X command., where ‘X’ is a valid unused hunt group number.
Enter a descriptive name for Group Name. Enter an unused valid extension for Group
Extension. Enter ‘ucd-mia’ for Group Type. This allows ACD calls to route to the most
idle agent based on when the agent finished the most recent call. Set ACD, Queue, and
Vector to ‘y’.

add hunt-group 100 Page 1 of 61

HUNT GROUP

Group Number: 100 ACD? y

Group Name: Branch Queue Queue? y
Group Extension: 222-2222 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:

Queue Limit: unlimited

Calls Warning Threshold: Port:
Time Warning Threshold: Port:

2. On Page 2, set Skill to ‘y’.

add hunt-group 100 Page 2 of 3

HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180

AAS? n
Measured: none Service Objective (sec): 20
Supervisor Extension: Service Level Supervisor? n

Controlling Adjunct: none

Timed ACW Interval (sec): Dynamic Queue Position? n

Multiple Call Handling: none

Redirect on No Answer (rings):

Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

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4.4. Administer Agents
This section describes the configuration steps for creating skill based agents.

Step Description
1. Enter the add agent-loginID X command., where ‘X’ is a valid unused extension. Enter a
descriptive agent name for Name. Enter and re-enter the agent password in the Password
and Password (enter again) fields, respectively.

add agent-loginID 2222400 Page 1 of 2

AGENT LOGINID

Login ID: 222-2400 AAS? n

Name: Agent1 AUDIX? n
TN: 1 LWC Reception: spe
COR: 1 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging:
Security Code:
LoginID for ISDN/SIP Display? n
Password: XXXX
Password (enter again): XXXX
Auto Answer: station
MIA Across Skills: system
ACW Agent Considered Idle: system
Aux Work Reason Code Type: system
Logout Reason Code Type: system
Maximum time agent in ACW before logout (sec): system
Forced Agent Logout Time: :

WARNING: Agent must log in again before changes take effect

2. On Page 2, assign the hunt group administered in Section 4.3 for SN. Set skill level (SL)
to ‘1’, which is the highest priority.

add agent-loginID 2222400 Page 2 of 2

AGENT LOGINID
Direct Agent Skill: Service Objective? n
Call Handling Preference: skill-level Local Call Preference? n

SN RL SL SN RL SL SN RL SL SN RL SL
1: 100 1 16: 31: 46:
2: 17: 32: 47:
3: 18: 33: 48:

3. Repeat Steps 1 and 2 to create additional agent login IDs as needed.

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4.5. Station Administration
This section describes the steps for configuring Avaya IP Agent enabled contact center agent
telephones.

Step Description
1. To create a new station, with Avaya IP Agent capabilities, enter the add station X
command where ‘X’ is an unused station number. Set IP Softphone to ‘y’ to indicate that
this extension is either a PC-based multifunction station or part of a telecommuter complex
with a call-back audio connection. Enter a phone type (4621 was used here) in the Type
field, and give a descriptive name for the station in the Name field. The Port field will
default to ‘IP’, as this is an Avaya IP telephone. Enter an appropriate Security Code.

add station 222-0500 Page 1 of 5

STATION

Extension: 222-0500 Lock Messages? I BCC: 0

Type: 4621 Security Code: XXXX TN: 1
Port: IP Coverage Path 1: COR: 1
Name: Agent1 Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 222-0500
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

Customizable Labels? y

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Step Description
2. On Page 4 , add the following BUTTON ASSIGNMENTS to the station. The three call-
appr buttons are added by default. The aux-work, auto-in, manual-in, and release
buttons are added for basic ACD functionality.
add station 222-0500 Page 4 of 5
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:

ABBREVIATED DIALING
List1: List2: List3:

BUTTON ASSIGNMENTS
1: call-appr 5: auto-in Grp:
2: call-appr 6: manual-in Grp:
3: call-appr 7: release
4: aux-work RC: Grp: 8:

3. Repeat Steps 1-2 to create additional stations as needed.

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5. Configure Avaya SIP Enablement Services
This section provides the procedures for configuring IP Agent users on Avaya SIP Enablement
Services server to provide presence and availability information to others.

5.1. Add Users

The first step in providing presence and availability for IP Agent users is accomplished by
adding a new user in Avaya SES. Avaya SES Administration for adding users is performed on
the SES Edge server. That information is then pushed to the SES Home when changes are
submitted. These steps should be repeated to create new users for all Avaya IP Agents in all
branches.

Step Description
1. Avaya SIP Enablement Services is configured using a web browser. Set the URL of the
browser to http://IP-address/admin, where IP-address is the IP address of the Avaya SES
edge server. Enter the login, followed by the password when prompted.

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Step Description
2. The main administration screen will be displayed after logging in. Click on Launch
Administration Web Interface.

3. From the left pane of the Administration web interface, expand the Users option and
select Add. This displays the Add User screen. Fill in the required fields, which are
indicated by an * next to the field. Enter a descriptive value in the Primary Handle field.
The Host field should be set to the IP address or Host Name of the Avaya SIP
Enablement Services Home server. Click the Add button when complete.

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6. Configure Avaya IP Agent
Each Avaya IP Agent in the Intelligent Branch solution must be administered for call control,
voice communications, and presence. Avaya IP Agent registers to Avaya Communication Manager in
a core, or headquarters for call control, and the talk path is established on a local telephone in the
branch location. Presence is available using a centralized Avaya SES home server in the
headquarters.

6.1. Enable Instant Messaging

The instant messaging feature allows an Avaya IP Agent user to send and receive text messages
with other Avaya IP Agent users. This feature also allows an Avaya IP Agent user to track the
presence state of other instant messaging users so that you can tell if the agent is available, away,
or busy with some other task. When an instant message session is initiated, both users will see an
Instant Message Session window. Through this window, the users will enter text messages and
see the messages of the other user.

Step Description
1. By default, instant messaging is not enabled in Avaya IP Agent. To enable instant
messaging in Avaya IP Agent:
• Select ToolsÆProgram Options in the main window of Avaya IP Agent (not
shown).
• The General Settings window is displayed as shown below.
• To enable instant messaging, place a check mark in the Enable Instant
Messaging Feature check box.
• Click OK when complete.

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Step Description
2. Restart Avaya IP Agent to activate the change. When Avaya IP Agent is restarted, an
Instant Messaging tab should be displayed on the menu bar.

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6.2. Configure Instant Messaging
This section describes the steps necessary to configure instant messaging on an Avaya IP Agent
client. Instant messaging must be configured while Avaya IP Agent is active, but not logged in.

Step Description
1. From the Avaya IP Agent Main window, select Instant MessagingÆIM Wizard to
launch the Instant Messaging Setup Wizard. On the first screen of the Wizard, select
Yes, continue with configuration. Click Next to continue.

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Step Description
2. On the next Wizard screen, enter an appropriate User Name and Password. The User
Name is a combination of the user created in Section 5.1, and the domain of the
configuration. For these Application Notes, the domain is retail.com. Alternatively, the
IP address of the DNS server could also be used as the domain name, for example
agent1@30.1.1.7 would work as well.

Select the Remember password for next login session if it’s desired not to reenter a
password on every login attempt. Press Next to continue.

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Step Description
3. On the next wizard screen, enter the IP address of the Avaya SES home server located in
the Headquarters in the Server Address field. Press Next to continue.

4. Click Finish on the next screen to exit the Wizard.

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6.3. Avaya IP Agent Station Login
This section describes the steps to log in an Avaya IP Agent Station login, with instant
messaging capabilities. Inter-location call routing between Avaya Distributed Office and the
Avaya SES Home is achieved by using unique numeric prefixes for each location and the user
extension (prefix + extension). This prefix and extension, along with the automatic alternate
routing (AAR) feature access code (FAC) from Avaya Communication Manager will be used as
the telephone number entered in Avaya IP Agent.

Step Description
1. From the Avaya IP Agent Main window, select FileÆStation Login. The Login screen
appears. Enter the following information:
• Extension: Enter the extension created back in Section 4.5
• Password: Enter the password for the station created back in Section 4.5.
• Configuration: Select Telecommuter.
• Call Server Address: Enter the IP address for the CLAN board from the G650
located in the Headquarters.
• Telephone At: Enter the local telephone number at the branch site, using the
following formula: (AAR FAC) (private trunk ID) (telephone number). For these
Application Notes, the number 8299209 was used to represent a station in Branch
A, where 8 is the AAR FAC, 299 is the private trunk ID, and 209 is the extension.
• Select Log into Avaya instant messaging server to enable instant messaging.
• Click Log In when complete.

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Step Description
2. A successful login with Avaya IP Agent is shown below. The 2220500 in the title bar
represents a successful login with Avaya Communication manager in the Headquarters.
The [agent1@retail.com] represents presence and availability capabilities using the
Avaya SES home server in the Headquarters.

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7. Verification Steps
The following steps can be used to verify proper Avaya IP Agent operation in an Avaya
Intelligent Branch Solution.

1. Log in agents in all branch locations.

2. Set instant messaging status for all agents as Online by navigating to Instant
MessagingÆMy Presence StatusÆOnline in Avaya IP Agent.
3. All agents should see presence status as on-line.
4. Place calls from customers to the skilled hunt group using the simulated PSTN network.
5. Incoming calls are delivered to agents in branch locations based on skills routing.
6. Call notification is received on the agent’s (Agent1 in this case) Avaya IP Agent call bar,
as well as the local telephone.
7. Agent 1 answers the call using the telephone.
8. Two way talk path exists between the agent and the customer with good audio quality
present.
9. Agent1 changes their presence to On the Phone, by following Step 2 above.
10. The other agents should see presence status change for Agent1.
11. The customer call is terminated.
12. Agent1 changes their presence back to Online, following Step 2 above.
13. The other agents should see presence status change for Agent1.
14. Agent1 initiates an instant messaging session with another agent.
15. Messages are delivered and received accordingly.

8. Conclusion
These Application Notes have provided the details on configuring Avaya IP Agent in
telecommuter mode with presence in an Avaya Intelligent Branch Solution.

9. Additional References
See the following Application Notes addressing Avaya Communication Manager, Avaya SES,
Avaya Distributed Office, and Avaya IP Agent configuration at http://support.avaya.com.

[1] Administrator Guide for Avaya Communication Manager R5.0, January 2008, Document
Number 03-300509.
[2] Administering SIP Enablement Services on the Avaya S8300 Server, January 2008,
Document Number 03-602508.
[3] Administration for Network Connectivity for Avaya Communication Manager R5.0, January
2008, Document Number 555-233-504 Issue 13.
[4] Sample Configuration for SIP Private Networking among Avaya Distributed Office sites and
Avaya Communication Manager Release 5 with Co-Resident SES Home – Issue 1.0.
[5] Avaya IP Agent Release 7.0 Installation and User Guide, September 2007, Document ID
125770.

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©2008 Avaya Inc. All Rights Reserved.
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 Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com

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