Avaya Communications Manager 3.0 Application Enabled Services AES using TSAPI & Activ! IP Integration. Overview

Transcription

1 Whiite Paper Avaya Cmmunicatins Manager 3.0 Applicatin Enabled Services AES using TSAPI & Activ! IP Integratin Overview The infrmatin cntained in this dcument is prprietary. Duplicatin r Reprductin is strictly prhibited. Cpyright 2007 VPI

2 Table f Cntents I. Purpse... 3 What is Applicatin Enabled Services?... 3 Prducts superseded by AE Services?... 3 What is Telephny Services Applicatin Prgramming Interface (TSAPI)?... 3 II. What is Avaya Cmmunicatin Manager API?... 4 III. What are the benefits f CM3.0 fr Activ! IP?... 5 VI. Where d we actually get the Audi t recrd?... 5 V. Hw des CM3.1.2 wrk in Activ! IP?... 5 CTI Channel Manager using Single Step Cnference... 6 VI. Activ! IP Hardware... 7 VII. Custmer Hardware... 7 VIII. Limitatins... 8 Appendix A: Avaya Hardware Index... 9 C-LAN Circuit Pack: TN799DP... 9 S8700/S S S G700/G350 Media Gateway Definity Server CSI Definity Server SI IP Agent IP Sftphne Telephne Sets Cpyright VPI 2 f 14

3 I. Purpse The purpse f this dcument is t prvide infrmatin related t the Develpment and Integratin f Avaya Cmmunicatin Manager API ( CMAPI ) and VPI Activ! IP using TSAPI. As f Call Manager 3.0 released June 2005, CMAPI is nw part f Applicatin Enabled Services ( AES ), knwn as Device and Media Cntrl. What is Applicatin Enabled Services 1? AE Services prvides an extensive set f prtcls, APIs, and services that enable applicatin develpers and system integratrs t develp applicatins that take advantage f Avaya s rich cmmunicatin slutins. These tls: Prvide cnnectivity between applicatins and Cmmunicatin Manager Allw develpment f new applicatins and new features withut having t mdify Cmmunicatin Manager r expse its prprietary interfaces Prvide a single cmmn platfrm architecture fr call cntrl, device cntrl, media cntrl, and management, enabling develpers t create pwerful applicatins that harness the extensive Cmmunicatin Manager feature set Prducts superseded by AE Services 1? AE Services merges these Avaya prducts int this single platfrm: DLG, CVLAN R9, Avaya CT 1.3, and Cmmunicatin Manager API ( CMAPI ). The mst recently released APIs fr CVLAN and Avaya CT are used in AE Services. Therefre, in ur dcumentatin set we have included the existing prgrammer dcuments fr thse tls. AE Services includes a new release f the Cmmunicatin Manager API functinality. Cmmunicatin Manager API functinality is nw called Device and Media Cntrl. All infrmatin abut Device and Media Cntrl is cntained in the new AE Services dcumentatin. What is Telephny Services Applicatin Prgramming Interface (TSAPI)? Telephny Services integrates server-based telephny cntrl with server applicatins n enterprise-wide netwrks. Mre specifically, Telephny Services lgically integrates the existing telephnes currently n the user's desktp with Telephny-enabled applicatins such as Activ! IP. Activ! IP creates and maintains this lgical assciatin; n special telephnes, special telephne cnnectrs, PC bards, r ther hardware are necessary at a client's desktp. Server hardware terminates the physical cntrl link between the server and the PBX. The link between Activ! IP and the switch is a Cmputer Telephny Integratin (CTI) link. After reading this dcument yu shuld have a brad verview f what AES is, and hw Activ! IP uses and takes advantage f this Applicatin Prgrammers Interface ( API ) and its technlgy. 1 Avaya MultiVantage Applicatin Enablement Services Overview Guide ( / Issue 1.0 / June 2005) Cpyright VPI 3 f 14

4 II. What is Avaya Cmmunicatin Manager API? Descriptin: Cmmunicatin Manager API is a sftware-nly cnnectr that prvides cnnectivity between applicatins such as Activ! IP and AES. This Cnnectr prvides an pen, standards-based, Java and XML prgramming interface fr develping applicatins that take advantage f the rich feature set f Avaya Cmmunicatin Manager Sftware. AES is the middleman fr an Applicatin such as Activ! IP and Cmmunicatin Manager which is a part f the Avaya PBX. AES equipment is sld by Avaya and may be installed and cnfigured by Avaya, an Authrized Dealer, r a prperly trained custmer. VPI is nt able, equipped, trained, r authrized t sell, maintaining, r cnfiguring AES. The Cmmunicatin Manager resides n an Avaya Media Server which includes: S8700/8710 S8500 HP380 S8300 Definity Server CSI Definity Server SI in an MCC/SCC Cabinet Cmpnents f Cmmunicatin Manager API: A cnnectr client API Library (The Java API) XML schema definitin files AES ( Cnnectr Server ) The Cmmunicatins Manager API server-side runtime sftware. This allws the Cmmunicatins Manager t cmmunicate with Activ! IP ver an IP cnnectin. The AES ( Cnnectr Server ) is the middleman between Activ! IP and the Avaya PBX, much like Intel NetMerge fr CTI cnnectivity. The Cnnectr Server sftware runs n AES which runs Linux that is separate frm the Media Server that Cmmunicatins Manager runs n. VPI Engineering has determined that it is best fr Activ! IP t utilize and leverage the advantages f XML cmpared t Java Cpyright VPI 4 f 14

5 based prgramming, The Java API cmpnent will nt be used in this integratin. III. What are the benefits f CM3.0 fr Activ! IP? CM3.1.2 allws Activ! IP t create a Virtual Statin per each recrded telephne user. The telephne instrument can be either a digital 2 telephne, analg 1 telephne and/r IP hardphne r sftphne. The bvius majr benefit is that we are able t recrd VIP, even if encrypted by Avaya. This allws us t d exactly what ur current Fllw Me slutin des; hwever we d nt use a T1/E1 t Service Observe an extensin t capture the Audi. An IP hardphne lks like a typical telephne device, hwever it cnnects t an IP netwrk t cmmunicate with the PBX. An IP Sftphne is sftware based running n a PC. Fr Avaya there are tw different types, Telecmmuter Mde and Rad Warrir. Telecmmuter Mde allws yu t use yur sftphne sftware t lgin t yur Cmpany PBX and when a call is placed t yur extensin r an ACD call is being ruted t yu, it calls yu at a pre-defined phne number (ex: Hme phne, cell phne, etc.). Rad Warrir Mde als allws yu t use yur sftphne sftware t lgin t yur Cmpany PBX, but instead f calling a phne number t call, yu wuld have a headset cnnected t yur PC and will stream the call ver the internet (cnnected via VPN). VI. Where d we actually get the Audi t recrd? CM3.1.2 allws us t create virtual sftphnes which actually just tap (using Single Step Cnference) audi frm the extensin we wish t recrd. The virtual sftphne passes the Audi in RTP ( Real-Time Transprt Prtcl ) packets. The AudiCdes IPM260 bard captures these RTP packets and re-assembles them t PCM frmat. Activ! IP then cmpresses them int GSM frmat fr strage and retrieval. V. Hw des CM3.1.2 wrk in Activ! IP? There is nly 1 cnfiguratin currently used as f the initial develpment f the integratin (Single Step Cnference). 2 Digital and Analg telephne sets require a Media Pr prt fr each Digital/Analg channel that will be recrded n Activ! IP. Cpyright VPI 5 f 14

6 Channel Managers: CTI Channel Manager using Single Step Cnference Activ! IP uses the CTI Manager t trigger Start/Stp recrdings f channels. Activ! IP creates a CMAPI virtual sftphne t bridge audi, r cnference the CMAPI virtual sftphne with an extensin t be able t send the Audi in an RTP Packet frmat t the AudiCdes IPM260 bard. The IPM260 bard is installed int Activ! IP server, and has an Ethernet prt t cnnect t the TCP/IP netwrk. This Ethernet prt has its wn IP Address, s when Activ! IP creates each channel, it tells the CMAPI virtual sftphne which IP Address and TCP Prt t send the RTP Packets fr recrding. When a Start recrd event is received frm TSAPI, it creates a Single Step Cnference with the CMAPI virtual sftphne in rder t capture the audi in an RTP frmat. Since we are using a Cnference, this will use an Avaya cnference resurce. Avaya typically allws 6 party cnference, s 1 recrded agent in this methd will use up 2 resurces. S if they were t cnference in anther extensin being recrded by this feature, yu will have used 4 f the 6. If an inbund r utbund trunk is n the same call, this will use 1 resurce as well, s they wuld be using 5 f the 6. Once the switch reaches 6, it will nt allw any ther cnferences t be created, and will shw an errr n the phne display. Cpyright VPI 6 f 14

7 Hardware: AudiCdes IPM260 card are sld in 30, 60, 120, 240 channels per card. VI. Activ! IP Hardware Hardware (Prvided by VPI) Activ! IP Server Micrsft 2003 Server (Can be supplied by custmer) AudiCdes IPM260 Bard VII. Custmer Hardware Hardware (Prvided by Custmer) Cmmunicatin Manager Server (Avaya) Additinal Requirements depending n the platfrm running Cmmunicatin Manager S8700/8710 Media Server (One f the fllwing) Media Prcessr Circuit Pack: TN2302AP G700/G350 Media Gateway S8500 Media Server (One f the fllwing) Media Prcessr Circuit Pack: TN2302AP G700/G350 Media Gateway HP380 Media Server (One f the fllwing) Media Prcessr Circuit Pack: TN2302AP G700/G350 Media Gateway S8300 Media Server G700/G350 Media Gateway Definity Server CSI Media Prcessr Circuit Pack: TN2302AP Definity Server SI in an MCC/SCC Cabinet Media Prcessr Circuit Pack: TN2302AP C-LAN Circuit Pack: TN799DP (Avaya) TSAPI Server License / TSAPI Client License Cpyright VPI 7 f 14

8 Tw (2) TSAPI Client licenses are required fr each recrded phne IP_API_A Licenses (Avaya) Part #: A license is required fr each recrded channel VIII. Limitatins Currently, Cmmunicatin Manager API testing nly cvers LAN cnfiguratin. WAN cnfiguratins are nt tested; therefre, WAN cnfiguratins are nt recmmended. Avaya strngly recmmends that an applicatin machine, cnnectr server machine, and Cmmunicatin Manager reside n a private LAN. When using Single Step Cnference, there are nly 6 cnference s allwed. Each recrded extensin uses 2 f these resurces fr cnferencing. S a maximum f 3 recrded extensins will be able t be cnferenced since this will use the 6 resurces; therefre, this slutin is nt recmmended if mre than the available resurces will be needed r business requirements need all 6 resurces fr cnference bridging. Cpyright VPI 8 f 14

9 Appendix A: Avaya Hardware Index C-LAN Circuit Pack: TN799DP Simplifies the cnnectins between adjunct equipment and Definity Prvides TCP/IP cnnectivity ver Ethernet r PPP (Pint t Pint Prtcl) cnnectins t applicatins, such as CMS Call Center, Intuity Audix, and DCS Required t supprt the TN802B r TN2302AP IP Interface perating in MedPr mde fr H.323 functinality Required t supprt ATM interfaces and WAN PNC n Definity R7 r later Prvides cnnectinless UDP sckets fr IP slutins supprt, variable length PING and Tracerute TN799 available with R7r, R7si, and R7csi TN799B available with R8r, R8si, and R8csi TN799 supprts the tracerute and netstat netwrk testing cmmands starting in R8 C-LAN acts as the firmware dwnlad interface t the UDS1 family f bards (TN464GP, TN2313AP, TN2464BP), the TN 2302AP IP Media Prcessr bard, and the TN771DP maintenance/test bard S8700/S8710 The S8700 can prcess up t 300,000 Busy Hur Call Cmpletins and supprt up t 36,000 statins, f which 12,000 can be IP statins, and 8,000 trunks enabling it t supprt large multi-natinal crpratins and cntact center peratins. The S8710 is the same as abve, but intrduces a mre pwerful prcessr, increased strage and ptical drive capacity, higher speed USB 2.0 interfaces, and a higher perfrmance server duplicatin interface. The S8710 Media Server (intrduced with CM 2.2) uses an Intel Xen server. The S8700/S8710 Media Server can be sld in tw cnfiguratins, Multi Cnnect and IP Cnnect. The Multi Cnnect cnfiguratins utilize either ATM r Center Stage Switch (CSS) fr a bearer Prt Netwrk Cnnectivity (PNC) and use the MCC1 and SCC1 Media Gateways. The IP Cnnect cnfiguratin utilizes an IP netwrk fr a bearer PNC and uses the G650 Media Gateway. Bth Multi Cnnect and IP Cnnect cnfiguratins supprt the G700, G350, and G250 Media Gateways with r withut Lcal Survivable Prcessr (LSP) fr remte lcatins. S8500 The S8500 Media Server brings all f the rbust perfrmance and rich feature set f Cmmunicatin Manager Release 2.0 nt an industry standard prcessr running an industry standard perating system. This prcessing engine drives the switching fabric f the system. The S8500 Media Server is a Pentium 4 server running Linux perating system. The simplex S8500 Media Server is 1 U high and fits int a 19 fur-pst data rack. Cpyright VPI 9 f 14

10 In new system sales, the S8500 Media Server will be sld with the G650 Media Gateway as well as with the G700 and G350 Media Gateways. Custmers that are currently n Avaya legacy systems such as the DEFINITY Server SI, R (Direct Cnnect nly n Center Stage Switch), CSI and S8100 can easily migrate t the S8500 Media Server and maintain their current Media Gateways (e.g.: CMC, SCC1, MCC1, G600). The S8500 Media Server supprts IP Prt Netwrk Cnnectivity fr new sales and Direct Cnnect fr SI/R migratins. Center Stage cnnectivity is nt supprted n the S8500 Media Server. S8300 The S8300 Media Server resides inside a G700 r G350 Media Gateway. It can be used as a standalne cmmunicatin system r as a fully survivable remte gateway. The S8300 can be the primary cntrller fr up t 50 remte G350 and G700 Media Gateways. As with the S8500 and S8700 Media Gateways, the S8300 has a Linux perating system and runs Cmmunicatin Manager 2.1. It supprts industry standard call cntrl, quality f service, and management functins, and supprts IP, digital, and analg endpints. G700/G350 Media Gateway (G700) (G350) The G700 Media Gateway is a 19-inch 2U chassis cntaining 4 media mdule bays and ne Avaya P330 Expansin Mdule bay. The G700 Media Gateway cntains an integrated Vice ver Internet Prtcl (VIP) engine which can supprt up t 64 G.711 TDM/IP simultaneus calls, r 32 cmpressin cdec (G.729 r G.723) TDM/IP simultaneus calls. Additinally, an ptinal VIP cmpressin media mdule adds supprt fr an additinal 64 channels. It has tw 10/100 Ethernet prts and a serial prt fr Cmmand Line Interface (CLI) access. The G700 Media Gateway ffers ptinal media mdules fr WAN and endpint cnnectins. The G700 can als be cnfigured with an S8300 Media Server fr internal call cntrl r a survivable gateway. The S8300 supprts an IA770 INTUITY Audix internal vic system. Using the Avaya Octaplane Stacking Fabric, up t 10 G700 Media Gateways and C360/P330 switches can be stacked. Multiple stacks may be cnnected t each ther via fiber, ATM, gigabit cpper, etc. Definity Server CSI Avaya DEFINITY Server CSI targets small t mid size custmers ranging frm users. DEFINITY Server custmers are typically interested in value-added Cpyright VPI 10 f 14

11 applicatins such as vice messaging, netwrking, shared vice mail and call centers. The Definity CSI supprt up t 900 Statins and 400 trunks. Definity Server SI DEFINITY Server SI targets mid t large custmers ranging frm users. The DEFINITY Server SI can reside in the Single-Carrier Cabinet (SCC) r the Multi- Carrier Cabinet (MCC). The Definity SI supprts up t 2400 Statins and up t 400 trunks IP Agent Avaya IP Agent is a sftphne agent slutin that accmmdates all the Avaya call center agent features and capabilities fr agents wrking remtely r in an ffice lcatin. Agents have access t the full range f Avaya agent capabilities using an intuitive graphical user interface (GUI) using standard Micrsft Windws cnventins. The IP Agent slutin includes an intuitive interface t access existing crprate database infrmatin via LDAP (Lightweight Directry Access Prtcl), and an integrated call histry feature that allws agents a detailed view f the calls made and received. In additin, cntact center managers can administer screen pps based n cmmnly used triggers, such as dialed number identificatin service (DNIS), autmatic number identificatin (ANI) and prmpted digits. Avaya IP Agent will supprt fur cnfiguratin ptins: Telecmmuter (previusly called the dual cnnectin ptin) Rad Warrir r VIP Callmaster VI IP Hardphne (Release 4 nly) IP Agent includes a set f features that facilitate an agent's tasks via: One-buttn access t frequently used features, such as Answer, Cnference, Transfer, Lgin, Lgut, and Release Screen Pp Capability (via HTML r DDE hks) LDAP access t crprate directries Incming Call Alerter (audi and visual) Dcumentatin (User's Guide and On-line Help) IP Sftphne Avaya IP Sftphne integrates a flexible IP telephne client with a SIP/SIMPLE-based Instant Messaging (IM) client. It incrprates a cntact list f ther IP Sftphne users Cpyright VPI 11 f 14

12 and makes bth phne and IM presence visible t ther users. It is simple t tggle between the Sftphne and IM applicatins. The IM and presence capabilities require registering with the Avaya Cnverged Cmmunicatins Server, which is available separately. The IP Sftphne telephne client can be cnfigured fr Rad Warrirs r Telecmmuters. The Rad Warrir cnfiguratin is suitable fr users wh tend t have nly ne line fr remte access. In Rad Warrir, the vice r audi is run acrss the IP netwrk fr a "pure vice ver IP" cnfiguratin, and ffers a great amunt f flexibility due t the ubiquity f IP netwrking. The Telecmmuter cnfiguratin is ideally suited fr users wrking frm a remte ffice with tw lines fr remte access. With this ptin, feature/access cntrl and signaling is maintained and delivered acrss the IP netwrk, but the vice is delivered acrss a secnd line t either a public switched telephne netwrk r digital line t help ensure tll-quality vice. This capability can be extended t a cellular, PCS, r GSM phne. In the Telecmmuter cnfiguratin, the Avaya cmmunicatins server "binds" the tw cnnectins as a single transactin r sessin. The IP Sftphne can als be cnfigured fr shared cntrl f either Avaya IP telephnes r Avaya digital telephnes. The Avaya IP telephne cnfiguratin enables users t lg int and cntrl their Avaya IP telephne frm the Avaya IP Sftphne. Users can speak and listen thrugh their telephne, but unlike the Telecmmuter cnfiguratin, users can make and handle calls frm bth the Avaya IP Sftphne interface and the IP telephne. This feature can help imprve prductivity by integrating the IP Sftphne capabilities and Persnal Infrmatin Managers, such as Micrsft Outlk, with the IP Telephne. The Avaya IP Telephne cnfiguratin is supprted n the Avaya 4606, 4612, 4620, 4624, and 4630 IP Telephne with release 1.7 r later. Telephne Sets 6400 Series (Digital) 4600 Series (IP Hardphnes) 2400 Series (Digital) Statements in this dcument may address VPI s prduct expectatins and plans that are frward-lking statements that are nt facts and invlve a number f uncertainties. These statements are based upn VPI s infrmatin as f the date f their publicatin and VPI s beliefs and expectatins fr the future. VPI assumes n bligatin t update any such frward-lking statement. Frward-lking statements believed true when made may ultimately prve t be inaccurate r incrrect. Such statements are nt guarantees f future prducts and are subject t risks, uncertainties and ther factrs, sme f which are beynd ur cntrl and may ultimately cause VPI t change its strategy and/r prduct plans. The facts f this reprt are believed t be crrect at the time f publicatin but cannt be guaranteed. Please nte the findings, cnclusins and recmmendatins that VPI delivers will be based n infrmatin gathered in gd faith frm bth primary and secndary surces, whse accuracy we are nt always in a psitin t guarantee. As such VPI can accept n liability whatever fr actins taken based n any infrmatin that may subsequently prve t be incrrect. Cpyright VPI 12 f 14

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14 NOTES Cpyright VPI 14 f 14