Enghouse Interactive. Vision 80/20 Avaya IP Office. Installation manual - Avaya IP Office. Version 3.0

Transcription

1 Enghouse Interactive Installation manual - Avaya IP Office Vision 80/20 Avaya IP Office Version 3.0 All material is copyright protected and belongs to Visionutveckling. The material may not be sold, distributed or replicated in any way, shape or form without the written permission of Visionutveckling.Visionutveckling takes no responsibility for any form of damage that may occur as a result of direct or indirect use or misuse of the information contained within or referred to in this document. Copyright Enghouse Interactive Auto Attendant Gärdesvägen 1, SE , Stenungsund, Sweden, Phone: Norra Stationsgatan 61, SE , Stockholm, Sweden, Phone: Ulvenveien 92 A, Inngang D, NO-0581 Oslo, Norway, Phone: Langebrogade 5, DK-1411 Copenhagen K, Denmark, Phone:

2 Visionutveckling 2 Index INDEX INTRODUCTION PREPARATIONS CHECKLIST PRIOR TO INSTALLATION LICENSES FOR VISION 80/ SETTINGS IN AVAYA IP-OFFICE DIVERSION HOW TO CREATE A NEW SIP IP-TRUNK... 6 SIP Line... 6 Transport... 7 SIP URI... 8 The Incoming Call Route... 9 Destinations Short Code MANAGING SPECIFIC PBX FUNCTIONS Create buttons INSTALLATION INSTALLING AVAYA TAPI SERVICE PROVIDER SETTINGS FOR THE CONTROL PANEL INSTALLING VISION 80/ CLIENT (ATTENDANT) INSTALLATION CONFIGURATION OPERATOR GROUPS SMALL COMMUNITY NETWORKING FAQ Enghouse Interactive 2

3 Visionutveckling 3 1 Introduction This document describes the installation process of a Vision 80/20 system. It contains the Presence and Availability Management (PAM) part of Vision 80/20 and the Interactive Voice Response system part of Vision 80/20 IVR (Tala). This document also contains information on how to create a new SIP IP-trunk. Please read the entire document before initiating the installation in order to avoid missing any necessary preparations. Enghouse Interactive 3

4 Visionutveckling 4 2 Preparations 2.1 Checklist prior to installation Before initiating the installation the checklist below should be considered to make sure that the basic requirements have been met. Check that the server and client s hardware and software requirements are met according to the information provided in this document. Download the Vision 80/20 software from Enghouse Interactive s partner web at To acquire an account mail a request to order@visionutveckling.se. Confirm that the license is available in Avaya IP Office. If only PAM is used CTIlink pro is required. If Vision 80/20 IVR (Tala) is to be used as well, Voice Networking and adequate VCM resources are needed. Check that there is Network access between the server and PBX as well as between client and server. Ping can be used here. Check that the server is not configured to obtain IP-addresses automatically. it is required that the PBX has a static IP address to avoid potential future complications. Check that the server that is being used for the installation of Vision 80/20 does not already have a web server installed. If it has it is important that it does not use the same ports that Vision 80/20 uses, i.e. port 80. It is preferred that there are no web servers installed, this is to minimize the risk for any complications occurring. Enghouse Interactive 4

5 Visionutveckling 5 Check that the license file you have received from Visionutveckling is for version 3.0 which covers the installation of Vision 80/20. Check that the TAPI Service Provider software for Avaya IP Office is available. It is important that it is the appropriate version for the PBX. None of the TAPI-lines (neither the real nor fictive ones) should have an X- directory Neither TAPI nor other extension numbers should have Off-hook stations. If this is selected diverting extension numbers will not work. Make sure that the IP-address of the PBX is available. Make sure that the systems administrator password for the PBX is available. Acquire the IP-address to the SMTP server. Acquire the sender address for the SMTP server Acquire the length of the extension numbers. 2.2 Licenses for Vision 80/20 A license file is obtained from Enghouse Interactive before the installation can be made. The license file (workspace.lic) must be available on an USB-stick or other media. Once the installation process is initiated the path to this file will be requested. Enghouse Interactive 5

6 Visionutveckling 6 3 Settings in Avaya IP-Office 3.1 Diversion The CTI Link Pro license is needed if one only intends to use the PAM function. After this license is acquired one needs to install the TAPI Service Provider on the server and operator computers. 3.2 How to create a new SIP IP-trunk In the Avaya IP Office Manager select IP Offices Line SIP Line. This option has six different tabs and those are: SIP Line Transport SIP URI VoIP T38 Fax SIP Credentials Only the SIP Line, the Transport and SIP URI tabs need to be configured while the other four can be left with their default values. SIP Line Create new SIP Line, enter the IP address to Vision 80/20 in ITSP Domain Name. Set Call Routing Method to To Header everything else should be default. Enghouse Interactive 6

7 Visionutveckling 7 Transport The second tab is the Transport tab and contains information on how the call is going to be transported. Set the ITSP Proxy Address to the IP of Vision 80/20 Server, which is the only information that needs to be entered. All other settings do not need to be altered and should be left with their default values. Enghouse Interactive 7

8 Visionutveckling 8 SIP URI The third tab is the SIP URI tab where a new SIP URI can be created (Added). This is the last tab under the SIP Line that needs to be configured. Configure the settings according to the following: The Incoming/Outgoing Group should be set to an unused group number, the same number for both settings. Max Calls per Channel configures the number of simultaneous calls that can be managed by the channel. Remember to save the SIP Line settings! Enghouse Interactive 8

9 Visionutveckling 9 The Incoming Call Route Select the Incoming Call Route under IP Offices and then create an Incoming Call Route. Configure the Line Group Id to correspond to the group Id that was used when creating the SIP Line. The Incoming Call Routes has three tabs and those are: Standard Voice Recording Destinations Of the three tabs only the Standard and Destinations tabs have settings that need to be configured Enghouse Interactive 9

10 Visionutveckling 10 Destinations The next step is to jumping from the first to the third tab of the Incoming Call Route which is Destinations. Only one destination needs to be configured under Destinations. Configure the destination to. (dot). When finished remember to save the settings. Enghouse Interactive 10

11 Visionutveckling 11 Short Code Select the Short Code under IP Offices and then create a Short Code. A short code for dialing out to the trunk needs to be created, e.g. 95xxxx (prefix 95, and four digit extension numbers). Select Feature Dial, and set telephone number to ip ]. Configure the Line Group Id as the one used when creating the SIP Line. These are all the steps that need to be taken to successfully create a new SIP IP-trunk in Avaya IP Office. 3.3 Managing specific PBX functions In order for Vision 80/20 to be able to manage diversions that are made with the telephone with *23 this function needs to be configured in the PBX. This is done by creating a short code similar to the following: *23*N#. This short code will perform the Dial function. Thus the information will be sent to Vision 80/20 and the correct actions will be taken. To remove presence information (open the telephone) *23*99# is used. There is also an option to create specific buttons that can be used directly on the telephone to divert it. Enghouse Interactive 11

12 Visionutveckling 12 Create buttons If any of the following telephones are used; 2410, 2420, 5410 and 5420 quick launch buttons that will be shown directly in the display can be created for functions such as Lunch etc. This is created in the IP-Office manager for every user that has this function available. Under the Digital Telephony tab an action of the dial type is added, as telephone number one could e.g. enter*23*0#/lunch. This will make Lunch appear in the display but what really happens is that the telephone calls *23*0#, which corresponds to cause code 0 which is lunch (this is default meaning in the system). On the rest of the telephones that have a display, but that are not any of the above mentioned models, *23*0#/Lunch cannot be used. The entire text as well as the number will then be shown in the display. Instead a button is created (in the same way as the example above) but only with Lunch written. This text has to have the same exact name as one of the cause codes in the system. When using this button this cause will then be used. Furthermore a short code with the same exact name as the text, in this case Lunch should be created. This short code should be associated with the dial function. If a short code is created for opening the telephone it should be named Open precisely, this function is always available in the system. When the phone has been diverted (either using *23 or the quick launch button in the display) the handset will automatically hang up after a command is correctly input. This is a verification of the system managing the command. Enghouse Interactive 12

13 Visionutveckling 13 4 Installation Once the above mentioned preparations are finished and have been checked the installation itself can begin. The TSAPI connection is the first thing that needs to be installed and is used by the entire system as a connection to the PBX. Once that installation is completed, and the PBX has been restarted, the installation of Vision 80/20 can continue. 4.1 Installing Avaya TAPI Service Provider TAPI is the interface that Avaya provides as a way of communicating with the PBX. In order for Vision 80/20 to work it is crucial that the installation is executed correctly. To initiate the TAPI installation, execute tapisetup.exe on Avaya s User-CD, which can be found in the TAPI folder. The following installation window will then appear. Click Next to continue the installation. Depending on how your network is created the following window may appear. If it does just click OK! Enghouse Interactive 13

14 Visionutveckling 14 Enter the user name and password. Almost any arbitrary password can be chosen here, these settings will be changed but something needs to be entered here in order for the installation to continue. Check that the IP-address to the PBX are correctly entered, if not enter them here. Click Next to continue the installation. The next step is the actual installation. Click Install. Enghouse Interactive 14

15 Visionutveckling 15 When the installation is completed the following window will appear. Click Yes to continue. 4.2 Settings for the control panel When the installation is complete, enter the control panel and open the Phones and modems option. Enter the Advanced tab. Enghouse Interactive 15

16 Visionutveckling 16 A list of different telephony providers that are installed on the computer will appear. Select Avaya s TAPI2-provider. To access the settings, select the Avaya provider and then click Configure. The following window will then appear: Check that the PBX IP-address is correct. Then select Third party and enter the password for the PBX (the same password that is used for logging into the PBX with IP-Office Management). Select the ACD-queue option. When the settings are complete click OK and then restart the server. After restarting the server all TAPI-configuration should be complete. One can continue with installing Vision 80/20. Enghouse Interactive 16

17 Visionutveckling 17 5 Installing Vision 80/20 The installation package for Vision 80/20 is called v exe. It is a MS Windows installation program and an installation wizard will guide you every step of the installation process. The window below will then appear where you will be informed that the license file is required before proceeding. Click OK and enter the path to the license file. The installation software will verify that you have sufficient privileges to make installation to the system. In the next step one can choose between making a completely new installation and installing an update. The software will automatically search for earlier versions in order to try and make the correct choice for you. Click Show license file and on the following picture one can see which licenses have been purchased. There have to be two different license types present,in order for the installation of IP Office to work, and those are SWITCH_IPOFFICE and KopplaIpOffice since the PBX is IPOffice. DB specifies how many usesr that can be added to the system Enghouse Interactive 17

18 Visionutveckling 18 and VMAIL_USERS states the number of voice mail inboxes that can be activated. KLIENT stands for how many operator clients that can be run simultaneously. Check that the correct alternative has been selected and click Next. Enghouse Interactive 18

19 Visionutveckling 19 Read through and approve the license agreement and then click Next. Check that the IP address being used is the correct one. Make sure that Install PostgreSQL or Install MySQL is selected and then click the folder that the software is going to be installed to. Then click Next. Enghouse Interactive 19

20 Visionutveckling 20 Enter the requested information. Number to operator Length of extension numbers Default language Sound file for operator ringtone The operator numbers The number of characters in the extension number The language that the web and operators use The sound file that is to be played when the telephone rings for the operators Click Next to continue. Enghouse Interactive 20

21 Visionutveckling 21 Enter the requested information. IP address Password The IP address for the PBX The System password for the PBX Click Next to continue. Enghouse Interactive 21

22 Visionutveckling 22 Install Spoken Presence (Tala) Prefix used to build Number to external logon IP address for VoIP Has to be selected if Vision 80/20 IVR (Tala) is to be used The prefix selected under the settings for IPOffice is entered here. Default is usually 95 The number that the users are to call when they need to listen to their voice mail messages in the following example under the settings for IPOffice it was set to 888: The IP address to the VoIP server. Click Next to continue. Enghouse Interactive 22

23 Visionutveckling 23 Enter the requested information. IP-address or DNS-name Sender Name Sender address The IP-address to the mail server. The name of the sender in the . The SMTP address that the message is sent from Click Next to continue. Enghouse Interactive 23

24 Visionutveckling 24 Click Next to continue. Enghouse Interactive 24

25 Visionutveckling 25 Click Finish to conclude the installation. You will be prompted to restart which is highly recommended. Enghouse Interactive 25

26 Visionutveckling 26 6 Client (Attendant) 6.1 Installation Before the installation of the client software begins TAPI for the PBX must be installed. The same version of TAPI that has been installed on the PBX also needs to be installed on the client computers. It is imperative that the installations are confirmed and that the settings are identical to the TAPI-settings in the server (please look at the information about the TAPI-settings present earlier in this document). Once the installation of TAPI is finished the computer needs to be restarted in order for the settings to be valid. The installation package that should be used is located under the install folder where Vision 80/20 has been installed. The file is called ClientInstaller.exe. The installation package does not contain the files themselves, these will always be downloaded from the server. This is done to ensure that the latest version is always used and to facilitate updates. The installation package contains software that automatically checks for the version number and automatically downloads the latest version from the server. The application starts after that has been done. Start ClientInstaller.exe on an operator computer. Click Next to continue. Enghouse Interactive 26

27 Visionutveckling 27 Enter the path to the folder where the software should be installed. Click Next to continue. Enghouse Interactive 27

28 Visionutveckling 28 Vision 80/20 hostname or IP address Run Vision 80/20 Automatic Updates as a Service Install this application with shared/specific settings Use internal VPN The IP-address or the name of the Vision 80/20 server is entered here Adds yacopy.exe as a service and asks Vision 80/20 server after new software every 10 minutes. Sets if shortcuts should be created on the desktop of every user or just the user that has installed Vision 80/20 Attendant client. The user name and password for working from a distance using a MUX-solution is entered here. Click Next to continue. Begin the installation by clicking Next. Enghouse Interactive 28

29 Visionutveckling 29 The installation is now finished. Click Finish to conclude the installation. Double click on the shortcut on the desktop that is called Vision 80/20 Attendant Client. The software will then connect itself and copy the necessary files. Enghouse Interactive 29

30 Visionutveckling 30 Enter the number of the terminal the operator use here. Numbers for the terminals are entered in System Admin. The function of the terminal number is to connect a physical workplace to the correct telephone. Once the terminal number has been selected, click OK. The login window will then appear. Log in with the user name and password that you have received. Users are also added in System Admin. The first time an operator logs on, queue monitoring must be activated to enable the operator to answer calls. This is done by pressing Ctrl + F Configuration In System Admin (admin.exe) you need to configure which operator numbers that are going to be used, which signatures that are going to login and which privileges the signature should have. Start Vision 80/20 System Admin and login using the default username and password (sysadmin / password). Enghouse Interactive 30

31 Visionutveckling 31 Enghouse Interactive 31

32 Visionutveckling 32 Under Operators/Operator tables and Operators the number of users allowed to login to Vision 80/20 Attendant Client are entered. Under Operators/Operator tables and Operators the extension number used for logging in as well as the extension number for the physical telephone for the Operator is set. Enghouse Interactive 32

33 Visionutveckling 33 7 Operator Groups To have the option to be connected to a telephony group if someone calls the voic inbox available; it must be configured in a specific way so the operator can see who the call was intended for in a correct manner. To begin with there have to be two hunt groups with no members created in IP Office. However these hunt groups are configured to have overflow to the real operator group. This information is configured in System Admin under Vision 80/20 IVR (Tala) and operator information. The two hunt groups that were created are entered here. These hunt groups may not be used for anything else, this would cause the flashes to be interrupted for the operator and information on to whom the call was originally intended for could be lost. After that has been done the specific customer group, that is going to be used, must be selected in Vision 80/20 IVR (Tala) under Voic settings. Enghouse Interactive 33

34 Visionutveckling 34 For more detailed information concerning the function have a look in the documentation for System Admin. Enghouse Interactive 34

35 Visionutveckling 35 8 Small Community Networking When the environment for the customer is created using Small Community Networking some additional installation is required, before busy status and spoken presence becomes available. An overview of how the community network works follows. Flow explanation: 1. Extension number 2001 enters Lunch as PAM-information via the User Web. 2. The Vision 80/20 server will then send the transaction to ppbx2 with the information that it should divert 2001 to (prefix + extension number) 3. ppbx2 (Gothenburg) sends it to the Regional OfficePBX via the TAPI Service Provider 4. An external party calls the 2001 extension that is diverted to There is a short code there that sends all calls that begin with 95xxxx to the Head Office via the IP trunk present between the Head Office and Regional Office. 6. The call is the sent to Vision 80/20 IVR (Tala) via the existing H323 located at the Head Office. The prefix 95 is then removed and Vision 80/20 IVR (Tala) knows which extension number (2001) that the call was intended for and the caller receives a voice message. Enghouse Interactive 35

36 Visionutveckling 36 The flow described above from the installation aspect: 1. Since only one TAPI Service Provider can be installed on a PC/server, it is required that there is a PC or server where a TAPI Service Provider for a regional office can be installed. The Vision 80/20 server already has TAPI installed at the Head Office. 2. Once all of the above is done go to System Admin and add a new PBX under PBX Configuration in accordance to the following picture. PBXID Type of PBX Name of PBX Extension number length Message waiting Make a note of this ID, it is needed for the RemoteNodeInstallation Enter the PBX type Enter the name of the regional office The length of the extension number of the specific PBX The Alternatives are Yes, No, Always and Voice Enghouse Interactive 36

37 Visionutveckling 37 Message. Yes = The light will be lit when the operator and users send messages. The light is lit when there is no presence information available, if there is presence information available during the time the light is supposed to be on it will come on as soon as the presence information expires. No = The light will never come on, neither for voice messages nor when the operator sends messages. Always = The light will be lit whether there is presence information or not. Voice message = The light will be lit only when there is a voice message. IP address to PBX The IP address for the IP Office PBX in the regional office 3. On the Vision 80/20 server under \vision8020\install an installation program called RemoteNodeInstallation.exe can be found. This software should be installed on the PC/server containing the TAPI Service Provider that is directed at the regional office. IP address or DNS-name Enter the IP address to the Vision 80/20 server Enghouse Interactive 37

38 Visionutveckling 38 PBX ID When a new PBX was added to System Admin an ID was generated automatically. This ID should be entered here. Now a process is running on this PC/server called ppbx.exe that has the atribute2. 4. One must also create a short code with the + x extension length, i.e. the extension length is usually 95xxx, in the IP Office PBX of the regional office. All the calls that end up with 95xxx should be sent via the IP trunk over to the IP trunk of the head office to Vision 80/20 IVR (Tala). 5. Then the extension needs to be associated to the correct regional office. This is done so that Vision 80/20 knows to which PBX it should send the information. This is done in Manager (Ändra), perform a search in the Attendant Client and press F4. Under role select the PBX. There are a number of limitations if Small Community Networking is used. Intrusion of an ongoing call via the Attendant Client does not work if the extension is located on another community than the head office. Pickup call does not work if one is located in another community than the head office. One can hang up calls using the Attendant Client and the User Web if one is located in the head office. Hot desking does not work, it is a function where one can be logged into the head office, then logged out to then be logged in via the telephone at a regional office. The TAPI Service provider will still think that one is located in at the main office. Problems may then occur resulting in status information not working correctly. Enghouse Interactive 38

39 Visionutveckling 39 9 FAQ Q: Presence information does not stick A: Check that the correct password for the TAPI service provider has been entered. It should be the system password. A: Check log files and examine the error message generated. A: Check that the license for CTI Link Pro is selected in the Manager. Q: The busy indicator does not show in the web or the Attendant client. A: Check that the correct password for the TAPI service provider for the PBX has been entered. It should be the system password. A: Check that the Active-X component is installed. A: Check that Internet Explorer is being used. A: Possibly deselect Use UDP Broadcast for BLF (newer versions of IPO have problems to activate this automatically). A: If no status for mobile phones is shown, and UDP Broadcast is not used. Some things need to be altered on the user Nouser. Under Source Numbers TAPI_REPORTS_TWIN_CALLS needs to be added. Then restart the PBX and the Vision 80/20 server in that order. Q: The Attendant client says that I have too many licenses. A: Because of the fact that the user licenses have been exceeded. This restriction is part of the license file and can be exceeded by 10%, after which the Attendant Client cannot be started again. If one e.g. has a license for 100 users a maximum of 110 users can be added before the Attendant Client stops working. However one can still use the User Web. Q: When I try installing Vision 80/20 it says that my license file is incorrect. A: The agent license file or the installation software is not correct. Q: The light does not turn on. A: Check that the TAPI Service provider is installed correctly. A: Check that the Send notification when a new voice message has been received box has been checked. Otherwise the message will only be sent for number message number one. Vision 80/20 will then send a message as soon as a new voice message has been received, not just the first one. Enghouse Interactive 39

40 Visionutveckling 40 Q: When the Operator receives a call to the Attendant Client via Vision 80/20 IVR (Tala) there is no information to whom the call was intended. A: The most likely scenario is that the hunt group entered in System Admin (Administrera), under operator groups, is already being used by the PBX. Enghouse Interactive 40