Application Notes for Configuring Computer Instruments e-ivr, as a SIP endpoint, with Avaya IP Office 500 V2 Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring Computer Instruments e-ivr, as a SIP endpoint, with Avaya IP Office 500 V2 Issue 1.0 Abstract These Application Notes describe the procedure for configuring Computer Instruments e-ivr to interoperate with Avaya IP Office 500 V2 Computer Instruments e-ivr combines the power of IVR functions with Computer Telephony Integration (CTI), Web and Data integration, complex rules-based decision making, Unified Messaging, as well as custom integration with other customer applications. 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 24

2 1. Introduction These Application Notes describe the procedure for configuring Computer Instruments e-ivr (e- IVR) to interoperate with Avaya IP Office 500 V2 (Avaya IP Office). Computer Instruments e-ivr combines the power of IVR functions with Computer Telephony Integration (CTI), Web and Data integration, complex rules-based decision making, Unified Messaging, as well as custom integration with other customer applications. e-ivr's integration with Avaya equipment allows the software to scale easily to meet customer needs, and allows e- IVR to take full advantage of customer's phone system features. These Application Notes assume that Avaya IP Office is already installed and basic configuration steps have been performed. Only steps relevant to this compliance test will be described in this document. 2. General Test Approach and Test Results This section describes the general test approach used to verify the interoperability of Computer Instruments e-ivr with the Avaya IP Office. This section also covers the test results Interoperability Compliance Testing The general test approach included verification of basic SIP user registration, e-ivr features and serviceability. Calls were placed to direct extensions or routed to a hunt group for interaction with e-ivr. The main objectives were to verify the following: Inbound calls Outbound calls Hold / Resume Call termination (origination/destination) Transfer (blind) Trunk-to-trunk blind transfer MWI DTMF 2.2. Test Results Computer Instruments e-ivr successfully passed the compliance testing Support Technical support for the e-ivr solution can be obtained by contacting Computer Instruments: URL support@instruments.com Phone (888) and option 2 3. Reference Configuration Figure 1 illustrates the reference configuration used during testing. In the reference configuration, the e-ivr interoperated with Avaya IP Office by functioning as four SIP endpoints. The Avaya IP Office was connected to a simulated PSTN via a PRI trunk to verify 2 of 24

3 inbound and outbound calls. Calls were placed both internally and externally between devices and via the simulated PSTN based on test case instructions. Calls were made with endpoints including the Avaya 9620 and 9630 IP Telephones, Avaya 1120E SIP Telephone, and an Avaya 1416 Digital Telephone. Note: An Avaya S8300D Server and an Avaya G450 Media Gateway were included to simulate PSTN calls. Figure 1: Test Configuration of e-ivr 4. Equipment and Software Validated The following equipment and software were used for the test configuration. 3 of 24

4 Provider Component SW Version Description Avaya IP Office 500V2 8.0 GA December 2011 Avaya One-X Avaya S3.103s 9600 Series IP Desk Phone Desk Phone Edition GA November 2011 Avaya 1120E IP Desk Phone 4.3 GA October 2010 Avaya 1416 Digital Phone 4SP1 GA September 2010 Computer Instruments e-ivr 4.5(12) GA March Configure Avaya IP Office This section describes the IP Office configuration to support the network shown in Figure 1. The configuration of Avaya IP Office was performed using the IP Office Manager. The Avaya IP Office configuration includes following sections: Connect to IP Office using Manager Verify IP Office Control Unit Verify IP Office Licenses Configure System Parameters Configure IP Office SIP Extensions for e-ivr Configure IP Office Users for e-ivr Configure Hunt Group for e-ivr extensions Configure PRI Trunk for PSTN Access Configure Short Code for routing to the Simulated PSTN Configure Incoming Call Route for Calls to e-ivr Hunt Group Saving IP Office Configuration 5.1. Connect to IP Office using Manager From a PC running the Avaya IP Office Manager application, select Start All Programs IP Office Manager to launch the Manager application. Select the desired IP Office system and login with the appropriate credentials Verify IP Office Control Unit From the configuration tree in the navigation pane, expand Control Unit and select IP 500 V2. Verify Unit Type and Version. This compliance test verified functionality using Avaya IP Office 500 V2 HW with version 8.0 SW. 4 of 24

5 5.3. Verify IP Office Licenses From the configuration tree in the navigation pane, expand License and highlight 3 rd Party IP Endpoints. Verify that the License Status field displays Valid and there are sufficient Instances for the selected number of e-ivr channels. Each e-ivr channel requires a 3 rd party IP Endpoint license. 5 of 24

6 5.4. Configure System Parameters From the configuration tree in the navigation pane, expand System then click LAN1 tab. From this page the LAN Settings, VoIP, and SIP Registrar tabs will need to be configured LAN Settings From the LAN Settings tab configure an IP Address and IP Mask for IP Office. DHCP Mode can also be configured from this page if required. 6 of 24

7 VoIP From the VoIP tab. Verify that the SIP Registrar Enable box is checked. 7 of 24

8 SIP Registrar From the SIP Registrar tab, enter a valid Domain Name for SIP endpoints to use for registration with IP Office. In this compliance testing, the Domain Name field was set to the IP address used by IP Office and SIP endpoints used this address to register. If a Domain Name is required it should be entered in the Domain Name field. 8 of 24

9 5.5. Configure IP Office SIP Extensions for e-ivr From the configuration tree in the navigation pane, use the right mouse button to select Extension, and select New SIP Extension from the pop-up list to add a new SIP extension. Enter the desired digits for the Base Extension field and de-select the Force Authorization box. Select the OK button. 9 of 24

10 Repeat steps for each extension required. During the compliance test, extensions were used Configure IP Office Users for e-ivr From the configuration tree in the navigation pane, use the right mouse button to select User, and select New from the pop-up list. Enter desired value for the Name field. For the Extension field, enter the SIP extension previously created. 10 of 24

11 Select the Telephony tab, followed by the Call Settings sub-tab. Check the Call Waiting On field, as shown below. Note: Call Waiting is required for transfer functionality for SIP extensions in Avaya IP Office 11 of 24

12 Repeat steps for each user required. During the compliance test, users were used Configure Hunt Group for e-ivr extensions From the configuration tree in the navigation pane, use the right mouse button to select HuntGroup, and select New from the pop-up list. Enter desired value for the Name field. For the Extension field, enter a number to use for the Hunt Group. From the current page select the Edit button then use the mouse to select each extension to be added to the group. Once completed select the OK button which will return the previous page. Select the OK button again. 12 of 24

13 5.8. Configure PRI Trunk for PSTN Access From the configuration tree in the navigation pane, expand Line and select the PRI line. Verify that the required PRI parameters are configured appropriately. In this compliance test the Switch Type was configured as 5ESS, Line Sub Type as PRI, Framing as ESF and Zero Suppression as B8ZS. 13 of 24

14 Create PRI Channels From the PRI page select the Channels tab. On this page can use the shift key to mark all channels. Once all of the Channels have been highlighted, select the Edit button to configure channel parameters. From the Edit page configure the Incoming and Outgoing Groups to match the Line Number of the PRI. 14 of 24

15 5.9. Configure Short Code for routing to the Simulated PSTN From the configuration tree in the navigation pane, use the right mouse button to select Short Code. When menu appears select New. In right pane enter a Code that will be used to reach the destination. Additionally enter the Line Group ID. In this compliance test 400xx was used for the code and Line Group ID 51 was the ARS route used to route calls to the simulated PSTN. Use default values for all other fields. Select the OK button. Note: When an extension in 400xx range is dialed, the call will be routed via the PRI to the Simulated PSTN. 15 of 24

16 5.10. Configure Incoming Call Route for Calls to e-ivr Hunt Group From the configuration tree in the navigation pane, use the right mouse button to select Incoming Call Route. When menu appears select New. In right pane select Standard tab. From Standard Tab enter the following values: Bearer Capability = Any Line Group ID = Line Number of PRI (9) Incoming Number = Number used to reach e-ivr (62000) Use default values for all other fields. 16 of 24

17 Destinations From current Incoming Call Route page select the Destinations tab. Choose the desired local extension number from the drop down list. During the compliance test, the hunt group extension was selected. 17 of 24

18 5.11. Saving IP Office Configuration Once the configuration changes have been completed, select the floppy disk icon (not shown) to push the changes to the IP Office system. Note: Changes will not take effect until this step is completed. This may cause a reboot of Avaya IP Office causing service disruption. 6. Configure the Computer Instruments e-ivr Computer Instruments personnel will install, configure, and customize the e-ivr application for their customers. Therefore, this section only describes the interface configuration, to allow communication between e-ivr and Avaya IP Office. The Computer Instruments e-ivr configuration includes following sections: Modify Base System Configuration Configure EIVR.ini file 18 of 24

19 6.1. Modify Base System Configuration To modify the system configuration, navigate to Start All Programs Voice Server Voice Administrator. Once e-ivr Administrator is up and running select System Config from the left pane. The following System Config screen shows the Base System Configuration. Under Defaults tab, select Avaya IP Office, using the drop-down list, for the PBX Integration field. Select the Channel tab at the bottom of the screen, and map each channel for e-ivr to an IP Office extension. During the compliance test, a 4 channel dialogic board was used and channels 1-4 were mapped to IP Office extensions respectively. The following screen shows the mapping between channel 4 and its extension. Select the Update button when finished. 19 of 24

20 6.2. Configure EIVR.ini file In order to specify IP Office information in e-ivr the EIVR.ini file need to be modified. The file is located in the C:\windows directory and should be configured as displayed below. Avaya IP Office = PC Running e-ivr Application = of 24

21 7. Verification Steps The following steps may be used to verify proper configuration between Avaya IP Office and e- IVR Verify Avaya IP Office From a PC running the Avaya IP Office Monitor application, select Start Programs IP Office Monitor to launch the application. The Avaya IP Office R8 SysMonitor screen is displayed, as shown below. Select Status SIP Phone Status from the top menu. 21 of 24

22 Verify that there is an entry for each SIP extension that was configured in Section Conclusion Computer Instruments e-ivr passed compliance testing. These Application Notes describe the procedures required to configure Computer Instruments e-ivr to interoperate with Avaya IP Office to support the reference configuration shown in figure of 24

23 9. Additional References The following Avaya product documentation can be found at [1] IP Office Manager, December 2011, Release 10.0, Document Number , Issue 27m 23 of 24

24 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 24 of 24