How to Configure Avaya Interactive Response (IR) with VoIP Interface using Call Center Elite Resources - Issue 1.1

Transcription

1 Avaya Solution & Interoperability Test Lab How to Configure Avaya Interactive Response (IR) with VoIP Interface using Call Center Elite Resources - Issue 1.1 Abstract These Application Notes describe the system configuration parameters required to interconnect via Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya Communication Manager using Call Center Elite resources such as Expert Agent Selection (EAS) agents as the IR ports. Using Call Center Elite features provides the flexibility in treatment of calls via Avaya Communication Manager Call Vector steps. For example, port availability can be verified by utilizing EAS agents associated with Avaya IR ports. Also, the Attendant Vectoring feature can route calls to an attendant when Avaya IR ports are not available. In addition, the ANI and DNIS numbers from Avaya Communication Manager passed to Avaya IR are validated. 1 of 25

2 1 Introduction Avaya Interactive Response (IR) is an Interactive Voice Response (IVR) system that supports advanced applications of customer self-service solutions. Avaya IR supports phantom station registration to Avaya Communication Manager C-LAN boards or Processor Ethernet resources on simplex (S8300, S8400, and S8500) Servers that serve as gatekeepers for IP (H.323) endpoints. Each IP station registration is a virtual VoIP channel or IP port in Avaya IR. These Application Notes describe the system configuration parameters required to interconnect via Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya Communication Manager using Call Center Elite resources such as Expert Agent Selection (EAS) agents as the IR ports. Using Call Center Elite features provides the flexibility in treatment of calls via Avaya Communication Manager Call Vector steps. For example, port availability can be verified by utilizing EAS agents associated with Avaya IR ports. Also, the Attendant Vectoring feature can route calls to an attendant when Avaya IR ports are not available. In addition, the ANI and DNIS numbers from Avaya Communication Manager passed to Avaya IR are validated. 1.1 Reference Network Configuration Figure 1. Network Configuration 2 of 25

3 2 Equipment and Software Validated The following equipment and software were used for the sample configuration: Equipment Main Office Avaya S8700 Server Avaya G650 Media Gateway Avaya TN2312BP IPSI Circuit Packs Avaya TN779DP C-LAN Circuit Packs Avaya TN2302AP Med-pro Circuit Packs Software Avaya Communication Manager R4.0 (R014x ) FW 039 FW 024 FW 094 Avaya 4600 Series IP Telephones 2.3 Avaya Converged Stackable Switch C364T-PWR Avaya Interactive Response (IR) R3.0 3 Configure Avaya Communication Manager This section provides the procedure for configuring Avaya Communication Manager. The Avaya System Access Terminal (SAT) is used to issue the commands to the Avaya S8700 Server. The procedure includes the following areas: Display Available Licenses Verify Special Application Administer System Parameters Features Administer IP Resources Administer Stations Administer Attendant Console Administer Skills Administer Agent ID Administer Vector Directory Numbers (VDN) Administer Vectors These Application Notes assume that the necessary configuration on Avaya Communication Manager is in place. The stations utilized for these Application Notes are physical IP stations, which are used to make the calls and answer the transferred calls from Avaya IR. 3 of 25

4 3.1 Display Available Licenses 1. Use the display system-parameters customer-options command. On Page 10, verify that there are sufficient IP_API_A licenses. If not, contact an authorized Avaya account representative to obtain the license. display system-parameters customer-options Page 10 of 11 MAXIMUM IP REGISTRATIONS BY PRODUCT ID Product ID Rel. Limit Used IP_API_A : IP_API_B : 0 0 IP_API_C : 0 0 IP_Agent : IP_IR_A : IP_Phone : IP_ROMax : IP_Soft : IP_eCons : Navigate to Page 3. Verify that the Attendant Vectoring is enabled. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y CAS Branch? n A/D Grp/Sys List Dialing Start at 01? n CAS Main? n Answer Supervision by Call Classifier? y Change COR by FAC? n ARS? y Computer Telephony Adjunct Links? y ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? y ARS/AAR Dialing without FAC? y DCS (Basic)? y ASAI Link Core Capabilities? y DCS Call Coverage? y ASAI Link Plus Capabilities? y DCS with Rerouting? y Async. Transfer Mode (ATM) PNC? n Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? n ATM WAN Spare Processor? n DS1 MSP? y ATMS? n DS1 Echo Cancellation? n Attendant Vectoring? y (NOTE: You must logoff & login to effect the permission changes.) 4 of 25

5 3. Navigate to Page 6. Verify that the following Call Center Elite features are enabled. change system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 4.0 ACD? y Reason Codes? n BCMS (Basic)? n Service Level Maximizer? n BCMS/VuStats Service Level? n Service Observing (Basic)? n BSR Local Treatment for IP & ISDN? n Service Observing (Remote/By FAC)? n Business Advocate? n Service Observing (VDNs)? n Call Work Codes? n Timed ACW? n DTMF Feedback Signals For VRU? n Vectoring (Basic)? y Dynamic Advocate? n Vectoring (Prompting)? y Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y EAS-PHD? n Vectoring (3.0 Enhanced)? y Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y Vectoring (G3V4 Advanced Routing)? y Lookahead Interflow (LAI)? n Vectoring (CINFO)? y Multiple Call Handling (On Request)? n Vectoring (Best Service Routing)? n Multiple Call Handling (Forced)? n Vectoring (Holidays)? n PASTE (Display PBX Data on Phone)? n Vectoring (Variables)? n (NOTE: You must logoff & login to effect the permission changes.) 5 of 25

6 3.2 Verify Special Application 1. Use the command display system-parameters special-applications to verify that SA8874 is activated. Special application SA8874 Call Status Messages for 7434ND IP Softphone is required to support supervised transfers from Avaya IR. display system-parameters special-applications Page 6 of 10 SPECIAL APPLICATIONS (SA8758) - Auto Exclusion for Analog Bridged Extensions? n (SA8759) - Invoke NCR Transfer on Answer Only? n (SA8796) - Incoming Call Display with No/Delayed Ringing? n (SA8797) - CTI Agent Call Capture by FAC? n (SA8835) - Conference to VDN? n (SA8847) - Forced Disconnect of Diverted Predictive Calls? n (SA8851) - Remove Caller Id from Set Display? n (SA8852) - Display VDN Information on Route-To Calls? n (SA8853) - Support of LSPs Behind NAT? n (SA8854) - NCR OOB Transfer & Connect/Courtesy Transfer? n (SA8859) - Default PSA Station? n (SA8869) - SIP Caller-ID Blocking in a Hosted Environment? n (SA8870) - Tandem Network Call Redirection? n (SA8874) - Call Status Messages for 7434ND IP Softphone? Y (SA8876) - Expanded Holiday Table? n (SA8879) - DCP Xfer Lamp Control/Buttonless Auto Exclusion? n 3.3 Administer System Parameters Features 1. Use the change system-parameters features command. On Page 6, set 7434ND to y. change system-parameters features Page 6 of 17 FEATURE-RELATED SYSTEM PARAMETERS Public Network Trunks on Conference Call: 5 Auto Start? n Conference Parties with Public Network Trunks: 6 Auto Hold? n Conference Parties without Public Network Trunks: 6 Attendant Tone? y Night Service Disconnect Timer (seconds): 180 Bridging Tone? n Short Interdigit Timer (seconds): 3 Conference Tone? n Unanswered DID Call Timer (seconds): Intrusion Tone? n Line Intercept Tone Timer (seconds): 30 Mode Code Interface? n Long Hold Recall Timer (seconds): 0 Reset Shift Timer (seconds): 0 Station Call Transfer Recall Timer (seconds): 0 DID Busy Treatment: tone Allow AAR/ARS Access from DID/DIOD? y Allow ANI Restriction on AAR/ARS? n Use Trunk COR for Outgoing Trunk Disconnect? n 7405ND Numeric Terminal Display? n DISTINCTIVE AUDIBLE ALERTING Internal: 1 External: 2 Priority: 3 Attendant Originated Calls: external 7434ND? y 6 of 25

7 2. Navigate to Page 11 and enable the EAS feature as shown below. change 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): 30 Prompting Timeout (secs): 4 Interflow-qpos EWT Threshold: 2 Reverse Star/Pound Digit For Collect? 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? n 7 of 25

8 3.4 Administer IP Resources The Avaya IR IP stations (refer to Section 3.4) inherit the network region of the C-LAN board to which it sends the Gatekeeper Discovery (GRQ) message. The gatekeeper IP address is static and unique to each Avaya IR VoIP card (refer to Section 4.2). The following steps illustrate how to configure Avaya Communication Manager IP network region and IP codec for VoIP connectivity to Avaya IR: 1. Use the command display ip-network-region 1. IP network region number 1 is the default assignment for IP endpoints that are not assigned to an IP Network Region using the change ip-network-map form (includes Avaya IR). Note the assigned Codec Set number for this IP Network Region. display ip-network-region 1 Page 1 of 19 IP NETWORK REGION Region: 1 Location: Authoritative Domain: avaya.com Name: MEDIA PARAMETERS Intra-region IP-IP Direct Audio: yes Codec Set: 1 Inter-region IP-IP Direct Audio: yes UDP Port Min: 2048 IP Audio Hairpinning? y UDP Port Max: 3029 DIFFSERV/TOS PARAMETERS RTCP Reporting Enabled? y Call Control PHB Value: 34 RTCP MONITOR SERVER PARAMETERS Audio PHB Value: 46 Use Default Server Parameters? y Video PHB Value: P/Q PARAMETERS Call Control 802.1p Priority: 7 Audio 802.1p Priority: 6 Video 802.1p Priority: 5 AUDIO RESOURCE RESERVATION PARAMETERS H.323 IP ENDPOINTS RSVP Enabled? n H.323 Link Bounce Recovery? y Idle Traffic Interval (sec): 20 Keep-Alive Interval (sec): 5 Keep-Alive Count: 5 8 of 25

9 2. Use the command change ip-codec-set 1. Verify or assign an Audio Codec of G.711MU. Note: Avaya IR only supports the G711MU codec for VoIP. change ip-codec-set 1 Page 1 of 2 Codec Set: 1 IP Codec Set Audio Silence Frames Packet Codec Suppression Per Pkt Size(ms) 1: G.711MU n : 3: 4: 5: 6: 7: Media Encryption 1: none 2: 3: 9 of 25

10 3.5 Administer IP Stations This section describes how to configure the phantom IP stations that are used by the Avaya IR to connect to Avaya Communication Manager. In the reference test configuration, three phantom IP stations were used so Avaya IR can have three available lines to communicate with Avaya Communication Manager. 1. Use the add station <n> command, where <n> is a valid unused station extension. On Page 1, enter the values as shown below. Note: The Display Module must be enabled in order to pass the correct ANI and DNIS information to Avaya IR. add station Page 1 of 6 STATION Extension: Lock Messages? n BCC: 0 Type: 7434ND Security Code: 1234 TN: 1 Port: IP Coverage Path 1: COR: 1 Name: IR 3.0 Port 1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 2 Personalized Ringing Pattern: 1 Data Module? n Message Lamp Ext: Display Module? y Display Language: english Coverage Module? n Survivable COR: internal Survivable Trunk Dest? y Media Complex Ext: IP SoftPhone? y IP Video Softphone? n 10 of 25

11 2. On Page 2, set the Multimedia Mode field to enhanced. Verify Direct IP-IP Audio Connections is set to Y add station Page 2 of 6 STATION FEATURE OPTIONS LWC Reception: spe Auto Select Any Idle Appearance? n LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? y Idle Appearance Preference? n Per Button Ring Control? n Bridged Idle Line Preference? n Bridged Call Alerting? n Restrict Last Appearance? y Active Station Ringing: single H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: enhanced Audible Message Waiting? n MWI Served User Type: Display Client Redirection? n AUDIX Name: Select Last Used Appearance? n Coverage After Forwarding? s Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y Emergency Location Ext: Always Use? n IP Audio Hairpinning? Y 3. On Page 6, set the first field under DISPLAY BUTTON ASSIGNMENTS to normal. add station Page 6 of 6 STATION DISPLAY BUTTON ASSIGNMENTS 1: normal 2: 3: 4. Repeat 1-3 to add additional phantom IP stations with extensions and Note: In the testing, the same value for the Security Code field was used for all the phantom IP stations. 11 of 25

12 3.6 Administer Attendant Calls are routed to an attendant when Avaya IR ports are not available. See Section 3.9 on how to route the calls to an attendant. This section describes how to add an attendant. Adding this attendant will also make it available as a member of the attendant group. 1. Use the add attendant <n> command, where <n> is a valid unused attendant number. On Page 1, enter the values as shown below. change attendant 1 Page 1 of 4 ATTENDANT CONSOLE 1 Type: 302 Name: Extension: Group: 1 Auto Answer: none Console Type: principal TN: 1 Data Module? n Port: 01A0304 COR: 1 Disp Client Redir? y COS: 1 Display Language: english H.320 Conversion? n DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS (Trunk Access Codes) Local Remote Local Remote Local Remote 1: 5: 9: 2: 6: 10: 3: 7: 11: 4: 8: 12: HUNDREDS SELECT BUTTON ASSIGNMENTS 1: 5: 9: 13: 17: 2: 6: 10: 14: 18: 3: 7: 11: 15: 19: 4: 8: 12: 16: 20: 12 of 25

13 3.7 Administer Skills This section describes how to configure an EAS Skill enabled hunt group with Auto Available Split (AAS). When the Avaya IR ports register with Avaya Communication Manager via IP phantom stations, the associated agents are automatically made available in this skill. See Section 3.7 for the agent administration. 1. Use the add hunt-group <n> command, where <n> is a valid unused hunt group number. On Page 1, enter the values as shown below. add hunt-group 203 Page 1 of 3 HUNT GROUP Group Number: 203 Group Name: IR 3.0 Group Extension: Group Type: ucd-mia TN: 1 COR: 1 Security Code: ISDN/SIP Caller Display: ACD? y Queue? y Vector? y MM Early Answer? n Local Agent Preference? n Queue Limit: unlimited Calls Warning Threshold: Port: Time Warning Threshold: Port: 2. Navigate to Page 2 and enable Skill and AAS as shown. add hunt-group 203 Page 2 of 3 HUNT GROUP Skill? y Expected Call Handling Time (sec): 180 AAS? y Service Level Target (% in sec): 80 in 20 Measured: internal Service Objective (sec): 20 Supervisor Extension: Service Level Supervisor? n Controlling Adjunct: none VuStats Objective: Timed ACW Interval (sec): Multiple Call Handling: none Dynamic Queue Position? n Redirect on No Answer (rings): Redirect to VDN: Forced Entry of Stroke Counts or Call Work Codes? n 13 of 25

14 3.8 Administer Agents This section describes how to configure an AAS enabled agent login ID and associate it with the phantom IP station configured in Section Use the add agent-loginid <n> command, where <n> is a valid unused extension. On Page 1, enter the values as shown below. add agent-loginid Page 1 of 2 AGENT LOGINID Login ID: Name: IR 3.0 Agent 1 TN: 1 COR: 1 Coverage Path: Security Code: Port Extension: AAS? y AUDIX? n LWC Reception: spe LWC Log External Calls? n AUDIX Name for Messaging: LoginID for ISDN Display? n 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. Navigate to Page 2 and assign the hunt group administered in Section 3.6 to the skill number (SN). add agent-loginid 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: : 31: 46: 2: 17: 32: 47: 3: 18: 33: 48: 3. Repeat 1-2 to add additional agent login IDs with Port Extension and with Port Extension of 25

15 3.9 Administer VDN This section describes how to configure a VDN. Avaya IR bound calls were placed or routed to a VDN extension during the testing. 1. Use the add vdn <n> command, where <n> is a valid unused VDN extension. On Page 1, enter the values as shown below. add vdn Page 1 of 3 VECTOR DIRECTORY NUMBER Extension: Name*: IR 3.0 Vector Number: 308 Attendant Vectoring? n Meet-me Conferencing? n Allow VDN Override? y COR: 1 TN*: 1 Measured: none Service Objective (sec): 20 VDN of Origin Annc. Extension*: 1st Skill*: 2nd Skill*: 3rd Skill*: * Follows VDN Override Rules 15 of 25

16 3.10 Administer Vectors This section describes how to configure the vectors. Two vectors were used during the testing. The first vector (308 - Main) queues the calls to Skill 203 (refer vector step number 2). If the agents (in this case Avaya IR ports) are not available (refer vector step number 1), the calls are redirected to the second vector (309- Attd). The second vector is enabled for Attendant Vectoring and the calls are queued to an attendant group. 1. Use the change vector <n> command, where <n> is a valid unused vector number. On Page 1, administer vector steps as shown below. change vector 308 Page 1 of 6 CALL VECTOR Number: 308 Name: IR 3.0 Main Attendant Vectoring? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? n Variables? y 3.0 Enhanced? y 01 goto vector 1 if available-agents in skill 203 = 0 02 queue-to skill 203 pri m 03 stop Use the change vector <n> command, where <n> is a valid unused vector number. On Page 1, administer vector steps as shown below. change vector 309 Page 1 of 6 CALL VECTOR Number: 309 Name: IR 3.0 Attd Attendant Vectoring? y Meet-me Conf? n Lock? y Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? n Variables? y 3.0 Enhanced? y 01 queue-to attd-group 02 stop of 25

17 4 Configure Avaya IR This section provides the procedure for configuring the Avaya IR. The procedure includes the following areas: Display License Administer Voice Over IP Card Administer Phone Numbers for IR Ports Administer Channel Services Stop and Start Voice System The IR web interface was used for IR administration, which can be accessed by entering or IP address of Avaya IR > in the URL. For example, Log in with the appropriate credentials. 4.1 Display License 1. Navigate to Configuration Management Feature Licensing. Verify that the number of free licenses for the feature type VALUE_IR_PORTS is a value equal to or greater than the number of ports, e.g., VoIP channels, to be configured on the Avaya IR system. 17 of 25

18 4.2 Administer Voice Over IP Card 1. Add VoIP card by navigating to Configuration Management Switch Interfaces Voice over IP Assign Card, and administer the card as shown. Avaya IR VoIP card numbers range from 6 to 15. In the test configuration, card 11 was assigned. The Gatekeeper IP Address is set to the IP address of the C-LAN board in Avaya Communication Manager. In the test configuration, the No of Ports (the number of VoIP channels, e.g., IP Stations) assigned was 10. Click Submit. 18 of 25

19 4.3 Administer Phone Numbers for IR Ports 1. Navigate to Configuration Management Voice Equipment Phone Number Assign and assign the phone numbers (IP phantom stations administered in Section 3.4) to the channels corresponding to the IP card configured in Section 4.2. The password must be equivalent to the Security Code of IP phantom stations. Click Submit. Note: Navigate to Configuration Management Voice Equipment Phone Number Display Equipment to find the channels associated with a card (not shown here). In test configuration, VoIP Channel Numbers were used. 19 of 25

20 4.4 Administer Channel Services 1. Navigate to Configuration Management Voice Services Channel Services. Select Channels 55 thru 57 and click Assign Selected to bring up the following web page. Assign services to channels as shown. The avftst Voice Service is one of the Transaction Assembler Script (TAS) applications installed by default on the Avaya IR system for testing purposes. Click Submit. 20 of 25

21 4.5 Restart Voice System 1. Stop the Voice system by navigating Configuration Management System Control Stop Voice System. Click Submit. 2. Start the Voice system by navigating Configuration Management System Control Start Voice System. Click Submit. 21 of 25

22 5 Verification 5.1 General Verification Perform the following steps to test and verify the Avaya IR VoIP channels. 1. Verify that the phantom IP stations used by the Avaya IR, administered in Section 3.4, are registered to Avaya Communication Manager. Use the list registered-ip-stations command from the Avaya SAT to verify that the phantom IP stations are registered with the Gatekeeper IP Address (C-LAN) is Also, verify that the Station IP Address is , which is the IP address of the Avaya IR. list registered-ip-stations Page 1 REGISTERED IP STATIONS Station Ext/ Set Product Prod Station Net Gatekeeper TCP Orig Port Type ID Rel IP Address Rgn IP Address Skt ND IP_IR_A y ND IP_IR_A y ND IP_IR_A y 2. Verify that the agents associated with the Avaya IR ports are logged in and are available. Use monitor bcms skill <n > where <n> is the hunt group number administered in Section 3.6, and verify that STATE shows as Avail. monitor bcms skill 203 Page 1 of 1 BCMS SKILL (AGENT) STATUS Skill: 203 Date: 11:11 WED AUG Skill Name: IR 3.0 Calls Waiting: 0 Acceptable Service Level: 20 Oldest Call: 0:00 % Within Service Level: Staffed: 3 Avail: 3 ACD: 0 ACW: 0 AUX: 0 Extn Calls: 0 Other: 0 ACD EXT IN EXT OUT AGENT NAME LOGIN ID EXT STATE TIME CALLS CALLS CALLS IR 3.0 Agent Avail 10: IR 3.0 Agent Avail 10: IR 3.0 Agent Avail 10: of 25

23 3. Verify that the channels of card 11 are in service on Avaya IR by navigating to Configuration Management Voice Equipment Display Equipment. 4. From an Avaya IP telephone (for example, extension 77301), place a call to the VDN (53308) that in turn routes call to Avaya IR VoIP ports (refer to Section 3.8 and Section 3.9) from an Avaya IP Telephone. Verify that the Avaya IR answers the call successfully. 5. For the call placed in 4, verify the ANI and DNIS information passed from Avaya Communication Manager to Avaya IR is correct. Use trace channel all level all command at shell level in Avaya IR and look for ANI and DNIS information (for example using grep command) as shown below: devconnectivr(root)# trace cha all level all grep DNIS 08/09 16:14:22:660 CH057: VOIP_OAM[003]: CCMSStation::LineAppearanceUpdate ANI DNIS Repeat s 4-5 to verify a call placed from a PSTN telephone. 23 of 25

24 7. Verify that calls can be redirected to an Attendant by utilizing the vectors configured in Section 3.8 and Section 3.9. Make all the Avaya IR ports unavailable (for example, by stopping voice system as shown in Section 4.4). Place a call to the VDN (53308). Since IR ports are not available, verify that the calls are redirected to the attendant group and attendant answers the calls successfully. 6 Conclusion These Application Notes describe the system configuration parameters required to interconnect via Voice over IP (VoIP), an Avaya Interactive Response (IR) system to Avaya Communication Manager using Call Center Elite resources such as Expert Agent Selection (EAS) agents as the IR ports. With this test configuration, the ANI and DNIS numbers successfully passed from Avaya Communication Manager to Avaya IR. In addition, the Attendant Vectoring feature successfully routed the calls to an attendant group when Avaya IR ports were not available. 7 References Product documentation for Avaya products may be found at 1. Avaya Interactive Response (IR), Release 3.0, Documentation CD-ROM, Issue 1.0, June Administrator Guide for Avaya Communication Manager, Issue 3.1, February 2007, Document Avaya Call Center Software Release 4.0 Call Vectoring and Expert Agent Selection (EAS) Guide, Issue 4.0, February 2007, Document of 25

25 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 Solution & Interoperability Test Lab at 25 of 25