Application Notes for configuring ContactPro from CCT Deutschland GmbH with Avaya Aura Presence Services R6.2 - Issue 1.0

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1 Avaya Solution & Interoperability Test Lab Application Notes for configuring ContactPro from CCT Deutschland GmbH with Avaya Aura Presence Services R6.2 - Issue 1.0 Abstract These Application Notes describe the configuration steps required for ContactPro from CCT Deutschland GmbH to interoperate with Avaya Aura Presence Services. ContactPro is an interaction management application that connects to both Avaya Aura Call Center Elite Multichannel and Avaya Interaction Center however the connection to Avaya Aura Presence Services is common for both. Readers should pay attention to Section 2, in particular the scope of testing as outlined in Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases are adequately covered by this scope and results. 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. 1 of 45

2 1. Introduction These Application Notes describe the configuration steps required for ContactPro from CCT Deutschland GmbH, to interoperate with Avaya Aura Presence Services R6.2. The CCT ContactPro solutions offer a variety of integrations into the Avaya call center environment supporting different Avaya platforms, to interact for multimedia agents as well as for voice only agents. ContactPro offers a connection to both Avaya Aura Call Center Elite multichannel using CCT ContactPro EMC and Avaya Interaction Center using CCT ContactPro IC. The connection to Avaya Aura Presence Services although is common to both desktops, it uses different interfaces to display the presence status. These Application Notes will go through the setup and configuration for both CCT ContactPro EMC and CCT ContactPro IC to connect to Avaya Aura Presence Services. CCT ContactPro EMC offers a lightweight multi-channel agent desktop replacement for the current Avaya EMC solution. All EMC channels (Voice, Chat and ) are unified into one convenient desktop that reflects the customer being interacted with and the channel being used. Its Multi-Channel capabilities ensure quick, effective and simultaneous management of multiple customers across all EMC channels. For more information on the setup and configuration of ContactPro EMC please refer to the Application Notes titled, Application Notes for configuring ContactPro EMC from CCT Deutschland GmbH with Avaya Aura Call Center Elite Multichannel R6.4.1 and Avaya Aura Application Enablement Services R6.3. CCT ContactPro IC is an interaction management application for Avaya Interaction Center. It is used as an alternative to and expands on the features provided by Avaya Agent Rich Client and provides a flexible and modular client solution for a multi-channel contact center. CCT ContactPro can be customized for each customer according to requirements. For more information on the setup and configuration of ContactPro IC please refer to the Application Notes titled, Application Notes for configuring Avaya Aura Communication Manager R6.3, Avaya Aura Application Enablement Services R6.3 and Avaya Interaction Center R7.3 with CCT ContactPro v3. 2 of 45

3 2. General Test Approach and Test Results The general test approach was to observe Agent and Call status changes for both ContactPro EMC and ContactPro IC. Avaya one-x Communicator was used to verify the Presence status of ContactPro EMC and ContactPro IC. Using ContactPro EMC desktop, an agent was logged in and made ready and not ready, while observing that the correct Presence state was observed on both one-x Communicator and ContactPro IC. The same was done with ContactPro IC where an agent was logged in and the correct Presence state was observed on one-x Communicator and ContactPro EMC. Instant Messaging was carried out between the various agents to verify that IM works on all accounts. DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member s solution Interoperability Compliance Testing The testing focused on observing the Presence state changes when the following occurs: Login/Logout and Agent State changes using the ContactPro EMC. Login/Logout and Agent State changes using the ContactPro IC. Login/Logout and Agent State changes using the Avaya one-x Agent. Call State changes using ContactPro EMC. Call State changes using ContactPro IC. Call State changes using Avaya one-x Communicator. IM between CCT ContactPro IC and CCT ContactPro EMC. IM between CCT ContactPro EMC and one-x Communicator. IM between CCT ContactPro IC and one-x Communicator. Service interruption testing, simulating LAN failures. Support of System Presence ACLs set to Confirm Test Results All test cases passed successfully. The following observations were noted. The IM window on the ContactPro desktops does not pop to the front when there is a new IM. The Presence state of the ContactPro EMC desktop does not seem to recover automatically for serviceability tests, such as LAN failures, and needs to be restarted to synchronise with Avaya Presence Services. When ContactPro IC or ContactPro EMC close a chat window on the one-x Communicator, one-x Communicator user is unaware that the chat has ended. This is an issue with one-x Communicator. 3 of 45

4 2.3. Support Support for CCT Deutschland GmbH products can be obtained as follows: WEBSITE CONTACT Phone: SUPPORT Hotline: CCT Deutschland GmbH Street Heinrich-Hertz-Strasse 5 ZIP Frankfurt am Main Germany Phone Fax Kohlenstrasse 2 ZIP Leipzig Germany Phone Street Am Eser 2 ZIP Augsburg Germany Phone Fax Street Werner-von-Siemens-Strasse 6 ZIP Augsburg Germany CCT Europe GmbH Street Sumpfstrasse 26 ZIP 6312 Steinhausen Switzerland Phone Fax CCT Software LLC 1735 Market Street STE Philadelphia, PA USA office: North Bayshore Drv. Appt Miami FL United States of America Phone of 45

5 3. Reference Configuration The configuration in Figure 1 was used in compliance testing ContactPro with Avaya Aura Presence Services. The same connection was configured for both the ContactPro EMC desktop and the ContactPro IC. Figure 1: Connection of CCT ContactPro with Avaya Aura Presence Services R6.2 5 of 45

6 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment/Software Avaya Aura System Manager running on a virtual server Avaya Aura Communication Manager running on a virtual server Avaya Aura Application Enablement Services running on a virtual server Avaya Aura Call Center Elite Multichannel running on Virtual Server Avaya Interaction Center Avaya Aura Presence Services Release/Version System Manager (SP14) Build No Software Update Revision No: R6.3 SP11 R016x R6.3 SP3 Build No R6.4.1 R7.3 Build R Service Pack 6 Patches 1-8 Avaya G430 Gateway /1 Avaya 9608 Series Deskphone 96x1 H323 Release Avaya 9621 Series Deskphone 96x1 SIP Release CCT ContactPro EMC/AES - Client Agent Desktop V EV CCT Contact Pro IC -Client Agent Desktop V of 45

7 5. Configure Avaya Aura System Manager A user needs to be configured on System Manager to display the presence status. This user will be configured as type Avaya Presence/IM and will need a username and password that will be used by the ContactPro EMC or ContactPro IC to log into the Presence server to obtain the Presence state. Log in to System Manager by opening a web browser to the System Manager FQDN or IP address, and enter the proper credentials. Click on Log On as shown below. 7 of 45

8 Select User Management from the left pane. Under User Management select Manager Users and click on New. 8 of 45

9 Under the Identity tab, enter a suitable first and last name. Enter the Login Name as the extension or in the example below agent 4405 was entered. 9 of 45

10 Select the Communication Profile tab. Enter the password for this user; note that this will be used by the ContactPro EMC and ContactPro IC configurations in Section and Click on Done to save. In the Communication Address section, click on New. Fill in the information as shown below; ensure that the Type is set to Avaya Presence/IM and the Fully Qualified Address is filled in correctly for this user. Click on Add to commit. 10 of 45

11 Scroll down to the bottom of the screen to fill in the Presence Profile information. The Presence SIP Entity should be visible once the drop down box for System is selected, as well as the IM Gateway SIP Entity. The addition of the Presence SIP entity would have been completed during the installing of Presence Services. The setup of Presence Services is outside the scope of these Application Notes. For further information, refer to Section 9. Set the Publish Presence with AES Collector to Off, as shown below, and click on Commit to save. 11 of 45

12 6. Configure CCT ContactPro connection to Avaya Aura Presence Services This section outlines the steps required to configure the Presence connection from both ContactPro EMC and ContactPro IC to Avaya Presence Services Configure ContactPro EMC A connection to the Presence server must be configured first, after that the contacts are added via ContactPro EMC desktop in order to display the Presence states of the added contacts Configure the connection to Presence using ContactPro Manager Open ContactPro Manager from a shortcut on the desktop where ContactPro Manager was installed. From the Top System Level in the left window, click on PresenceAPS in the main window. 12 of 45

13 The following needs to be changed in order to connect to Avaya Presence Services. DefaultUserPassword The password configured in Section 5 Domain The telephony domain (as per Section 5) PrimaryPresenceServerAddress The IP Address of the Avaya Presence Server To make a change to any of the above items, double-click on the item to be changed, this will pop up another window where the value of the item can be changed under Property Value. Click on OK to commit, and repeat for all other items that need to be changed. 13 of 45

14 Repeat the above step to change the Domain. 14 of 45

15 Change the IP address of the Presence Server by changing PrimaryPresenceServerAddress as shown below. 15 of 45

16 Once these changes have all been made, click on the Save icon at the top of the screen, highlighted below. 16 of 45

17 Configure the LoginName of each user Right click on each user to edit the LoginName. This LoginName and Domain must match between ContactPro and System Manager. Note: In ContactPro EMC/AES, the LoginName is the Communication Manager Agent ID entered in the login screen. There is no separate Login ID, such as IC Login ID for Avaya Interaction Center. The following screenshot shows the LoginName This login name must match against the System Manager User as described in Section 5. System Manager User Presence/IM Communication Address. 17 of 45

18 Note: 4405 is configured as the login name for the ContactPro EMC/AES user, not the fully qualified address here. The domain is configured for each Tenant, Workgroup or User in ContactPro Properties as shown below. 18 of 45

19 Add Contacts to ContactPro EMC Open the ContactPro EMC desktop by double-clicking on the desktop icon. Double-click on Phonebook to add a new contact to this EMC desktop. 19 of 45

20 Right-click anywhere on the top menu of the Phonebook and click Add new entry. Enter the values such as a first and last name but importantly enter the correct IM address as Ensure that the Active tick box is checked and click on Save at the bottom of the screen. 20 of 45

21 The latest contact is now shown along with some contacts added previously. Note that the Presence IM tab is selected at the bottom of the screen to show these contacts. 21 of 45

22 6.2. Configure ContactPro IC A connection to the Presence server must be configured first, after that the contacts are added via ContactPro IC desktop in order to display the various Presence states of the added contacts Configure the connection to Presence using Avaya Interaction Center Manager From the Avaya Interaction Center Server open the Interaction Center Manager (ICManager). Enter the proper credentials and click on OK. 22 of 45

23 Once logged in, navigate to Tools Groups, as shown below. Click on the IC group in the left window and select the Properties tab in the main window. Scroll down to SDK/Presence and click on that. 23 of 45

24 The following parameters need to be changed: Primary Presence Server The IP Address of the Avaya Presence Service Server Default User Password The password configured in Section 5 Domain The telephony domain (as per Section 5) To make a change to any of these fields, double-click on one of them and this will bring up a new window where the field can then be changed, for example the Primary Presence Server Address below, enter the IP address in the Property Value box and click on OK. 24 of 45

25 Repeat the same procedure as above for the Default User Password. Repeat the same for the Domain. 25 of 45

26 Click on OK at the bottom of the screen to commit these changes. 26 of 45

27 Configure the LoginName of each user Each Agent and LoginName must be verified. This Login Id and Domain must match for both ContactPro and System Manager. The following screenshot shows the Login Id agent1. This is the Presence Login Id. Note: Not to be confused, the Domain: User1 shown in this screenshot is the Avaya Interaction Center (IC) user domain. This has nothing to do with the System Manager Presence user domain. 27 of 45

28 agent1 is added as the login name for the ContactPro IC user, not the fully qualified address here. The domain is configured for each Tenant, Workgroup or User in IC Properties as described in Section Here is the relevant screen again. Note: It is also possible to use the Employee Id as the Presence Login Id; for full details see the property description of SDK/Presence/Username. 28 of 45

29 The following screenshot shows agent1 configured in the Avaya Presence/IM Commuication Address in System Manager, this is only to show what was setup for compliance testing. Basically any presence user will need to be setup like this on System Manager first Adding Contacts using ContactPro IC Open the ContactPro IC desktop, from a shortcut on the agents desktop. Enter the proper credentials and click on OK. 29 of 45

30 Once logged in click on Phonebook at the top of the screen to add new contacts. Right-click anywhere on the top menu of the Phonebook and click Add new entry. 30 of 45

31 Enter the values such as a first and last name but importantly enter the correct IM address and this should be the Ensure that the Active tick box is ticked. Click on Save at the bottom of the screen. The new contact should now appear in the Presence IM tab. 31 of 45

32 7. Verification Steps This section provides the verification steps that can be performed to verify proper configurations of both ContactPro EMC and ContactPro IC with Avaya Presence Services Verify Status of Avaya Aura Presence Services In order to connect to Presence Services, open a PuTTY session to the Presence Services IP address as is shown below. 32 of 45

33 Enter the proper credential for the root user and type monit summary. A summary of the Presence Services will be displayed as shown below. 33 of 45

34 7.2. Verify Avaya Aura one-x Communicator Presence Open one-x Communicator on any PC running one-x Communicator (not shown). The Presence state of the one-x Communicators contacts should be shown below, where the ContactPro EMC agent 4405 is showing in AUX 2 (Team Meeting). The Presence state of this user is displayed in the top left of the screen and this is shown as being currently idle. Please note this is different from the presence states of the other users which are being displayed in the main screen. 34 of 45

35 The Presence state can be changed by clicking on the current Presence state and this will bring up a drop down menu where the Presence state can be chosen for example, Do not disturb. 35 of 45

36 This new Presence state is then observed as shown below. 36 of 45

37 7.3. Verify CCT ContactPro EMC Presence and Instant Messaging From the client PC open the application ContactPro EMC (shortcut is shown below). Once this is opened fill in the following details: ACM Station ID ACM Station Password ACM Agent ID ACM Agent Password Click on OK to log in to ContactPro EMC. 37 of 45

38 Verify Agent Status using ContactPro EMC Once logged in the agent state can be changed using the buttons at the top left highlighted below. A change is made below to place this agent into an AUX state of Team Meeting. Select the Presence IM tab at the bottom left of the screen, the state of all the contacts in this agents phonebook are displayed along the left window with the presence state of this agent is shown at the top left. 38 of 45

39 Verify Instant Messaging for ContactPro EMC From another contact such as that added in Section 6.1.3, open an IM session to the ContactPro EMC agent. 39 of 45

40 The following window is opened where a dialog is started with the ContactPro EMC agent. 40 of 45

41 This dialog window then opens on the ContactPro EMC desktop where the agent can respond Verify CCT ContactPro IC Presence and Instant Messaging Open the ContactPro IC desktop, in the example below this was from a shortcut on the agents desktop. Enter the proper credentials and click on OK. 41 of 45

42 Select the Presence IM tab at the top of the screen and the Presence states of all those contacts in the ContactPro IC agent s phonebook are displayed along the left window, highlighted is a one-x Communicator contact. From the IC agent s desktop, an IM session can be initiated to this one-x Communicator contact by double-clicking on the IM icon beside that contact. A text can then be entered into the dialog box as is shown below. 42 of 45

43 A chat window should then be displayed on the Avaya one-x Communicator screen as shown below, where the one-x user can then reply. This reply can then be viewed and responded to on the ContactPro IC desktop. 43 of 45

44 8. Conclusion These Application Notes describe the configuration steps required for ContactPro from CCT Deutschland GmbH to interoperate with Avaya Aura Presence Services R6.2. All feature and serviceability test cases were completed successfully, with the observations noted in Section Additional References This section references the Avaya and CCT Deutschland GmbH product documentation that are relevant to these Application Notes. Product documentation for Avaya products may be found at [1] Deploying Avaya Aura Presence Services on Vmware, Release 6.2 Issue 4 [2] Deploying Avaya Aura Call Center Elite Multichannel in an Avaya Customer Experience Virtualized Environment, Release 6.3 [3] Application Notes for configuring ContactPro EMC from CCT Deutschland GmbH with Avaya Aura Call Center Elite Multichannel R6.4.1 and Avaya Aura Application Enablement Services R6.3 [4] Application Notes for configuring Avaya Aura Communication Manager R6.3, Avaya Aura Application Enablement Services R6.3 and Avaya Interaction Center R7.3 with CCT ContactPro v3 [5] Administering Avaya Aura Communication Manager, Document ID [6] Avaya Aura Communication Manager Feature Description and Implementation, Document ID [7] Avaya Aura Application Enablement Services Administration and Maintenance Guide, Release 6.3 Product documentation for CCT ContactPro can be requested from CCT or may be downloaded from 44 of 45

45 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 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 45 of 45

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