Avaya Solution & Interoperability Test Lab Application Notes for Configuring MUG Enterprise Interceptor with Avaya Proactive Contact - Issue 1.0 Abstract These Application Notes describe the procedures for configuring MUG Enterprise Interceptor with Avaya Proactive Contact. Interceptor can be used to update a Proactive Contact calling list field to specify each phone number type. After the calling list phone numbers are run through the Interceptor engine, a field is populated indicating whether each phone number is a cellular, landline, toll free, unknown, or invalid number. Proactive Contact can then be used to build an outbound calling strategy, for example, that does not include any predictive dialing calls to cellular numbers. 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 43
1. Introduction These Application Notes describe the procedures for configuring MUG Enterprise Interceptor with Avaya Proactive Contact. A raw data file on a host PC running Interceptor is used as input to the Interceptor application. The raw data file contains calling list numbers along with other relevant data fields, which will vary depending on customer requirements. After the calling list phone numbers are run through the Interceptor engine (which uses an internet connection to query a database to look up each phone number type), a field is populated indicating whether each phone number is a cellular, landline, toll free, unknown, VOIP or invalid number. FTP is used to transmit the updated raw file data between the host PC and Proactive Contact. Proactive Contact can then be used to build an outbound calling strategy, for example, that does not include any predictive dialing calls to cellular numbers. 2. General Test Approach and Test Results This section details the general approach to the testing, what was covered, and results of the testing. 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. 2.1. Interoperability Compliance Testing The general test approach was to verify the following: A new phone type field could be added to Proactive Contact calling lists. The MUG Enterprise Interceptor engine could process each phone number in a calling list and update the new field with the correct phone number type (i.e. cellular, landline, toll free, unknown, VOIP or invalid number). Proactive Contact could build an outbound calling strategy using the new phone type field. The calling list data could be passed between Proactive Contact and the host PC running the MUG Enterprise Interceptor engine. 2.2. Test Results All compliance test cases passed successfully. 2 of 43
2.3. Support For technical support and information on MUG Enterprise Interceptor, contact MUG Enterprise at: Phone: 724-947-5453 Email: info@mugenterprise.com Web: http://www.mugenterprise.com/connect.shtml 3. Reference Configuration The figure below shows the sample configuration used during compliance testing. The Avaya Proactive Contact Supervisor application provides Proactive Contact with the tools to configure jobs, select records, define calling strategies, monitor agents and jobs, and provide reports on real-time and historical operations. Figure 1: Avaya Proactive Contact w/ MUG Enterprise Interceptor 3 of 43
4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment/Software Release/Version Avaya Proactive Contact 5.0 Avaya Proactive Contact Supervisor 5.0.1 Avaya Aura Communication Manager on Avaya S8300D Server with G450 Gateway Avaya Aura Communication Manager 6.0.1 (R016x.00.1.510.1) with Patch 19528 Avaya Aura Application Enablement Services 6.1.1 MUG Enterprise Interceptor PNC-v2.3 5. Configure Avaya Proactive Contact This section describes the configuration required on Proactive Contact for supporting outbound calling operations using MUG Enterprise Interceptor on a host PC to update calling lists. The configuration steps are done through Proactive Contact Supervisor and Linux-based command line interface accessible using an SSH client. It is assumed that the basic configuration of Proactive Contact, Application Enablement Services, and Communication Manager is complete and those details will not be shown is this document. 5.1. Create New Calling List from Sample File An initial sample file was created on the host PC for compliance testing that contained records with the following fields: account, first name, last name, phone number, phone type. This sample file was then used to create a calling list. On a system that has Proactive Contact Supervisor installed, launch Proactive Contact Supervisor Editor. Log in using appropriate credentials. 4 of 43
Note, in the Proactive Contact Supervisor Editor interface, there is a disk icon that can be used to save the configuration. This icon will be referred to as the Save icon throughout this document. Navigate to Calling Lists, right-click in the Call Lists pane on the right and select New. 5 of 43
The Calling List Application Wizard is launched. Click Next to continue. 6 of 43
Select Outbound as the type of activity that the calling list will support, choose a calling list name from the drop-down menu, and enter a description as shown below. Click Next to continue. 7 of 43
Check the Launch import wizard checkbox and click the Finish button. 8 of 43
The Data Import wizard is launched. Click the Next button to continue. 9 of 43
During compliance testing, a fixed width sample file was used. Choose the Fixed width radio button, and enter the appropriate Record Length for the sample file. Click the Browse button to navigate to and select the sample file. Click Next to continue. 10 of 43
Verify the records have been parsed correctly, and then click Next to continue. For security reasons, only the area code of each phone is shown the screens below. 11 of 43
On the top portion of the screen, click as necessary to define the field lengths. Click Next to continue. 12 of 43
Click the column field names to rename them to desired values (optional). Click Finish. Click the Save icon. 13 of 43
5.2. Configure Download from Host Settings It is assumed that the host PC running MUG Enterprise Interceptor also has an FTP server. The configuration of the FTP server is not shown in this document. Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Download from Host. 14 of 43
Select the Download from Host tab and enter the following information under the Method section: Type of Transfer: select File transfer initiated by dialer Host name: enter the host name or IP address of the host PC running MUG Enterprise Interceptor Logon name: enter the appropriate credentials (as defined on the FTP server on the host PC) Password: enter the appropriate credentials (as defined on the FTP server on the host PC) Host file name: enter file name of the calling list raw data file (the name of the file is generated automatically by MUG) 15 of 43
During compliance testing, a map was created to map the single character (C, L, T, U, or X) returned for the telephone type (PTYPE1) to 4 characters (CELL, LAND, TOLL, UNKN, XRET). Click the Map tab, right-click inside the pane, and select New. 16 of 43
For Field type, select Transformation. For Select unmapped field, select PTYPE1. Click the Translate tab. Click the Append button to add the number of necessary rows. For each row, fill in the Host Data and Dialer Data to create the desired mapping. Click OK. Click the Save icon. 17 of 43
5.3. Configure Calling List Details Settings Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Calling List Details. 18 of 43
Select the Calling List Dictionary tab. Right-click inside the Calling List Dictionary pane and select Import from Download Dictionary. Click Yes to continue. 19 of 43
Verify the new fields (ACCT, FIRST_NAME, LAST_NAME, PHONE1, PTYPE1) have been added. The additional default fields are created automatically. Click the Save icon. 20 of 43
5.4. Configure Upload to Host Settings Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Upload to Host. Click Yes to continue. 21 of 43
The Data Export wizard is launched. Click Next to continue. 22 of 43
Select the desired settings (settings will vary based on customer requirements). Click Next to continue. 23 of 43
Select the fields to export. During compliance testing, ACTT, FIRST_NAME, LAST_NAME, PHONE1, and PTYPE1 were selected. Click Finish. Click the Save icon. 24 of 43
5.5. Verify Calling List Navigate to Calling Lists. Right-click on the list created in Section 5.1 and select Verify. Verify the results are successful. Click OK. 25 of 43
5.6. Make Calling List Active Navigate to Calling Lists. From the menu bar, select File Save as. Select Pending and click OK to save. 26 of 43
Right-click on the newly created Pending list and select Make Active. The calling list marked as In for in progress, may now be deleted (not shown). 27 of 43
5.7. Execute hosttopds Rather than waiting for a scheduled upload of the calling list file from the host PC to Proactive contact, a command may be executed to force the upload. Secure shell to the Avaya Proactive Contact server. Execute the hosttopds list25 command (where list25 is the list created in Section 5.1). The results of running the command during compliance testing are shown below. Verify all the records are processed and the calling list is prepared.. $ hosttopds list25 FILE TRANSFER FROM HOST TRANSFER PROCESS USING FTP.INP BEGINNING TRANSFER PROCESS COMPLETE. CHECK FTPXFER.DATE FILE IN THE ACCOUNT DIR READING DATA FROM HOST TAPE FOR LIST /opt/avaya/pds/lists/list25.app/list25.dnld Put Data Onto System Loading tables... Put Data Onto System Number of records processed - 10 PROCEED WITH OPERATIONS CALLING LIST BEING PREPARED FOR CALLING ENTERING TIME ZONES setzones - 10 records processed from list list25-8 records successfully processed - 2 records failed with bad phone numbers - 0 records failed time zone lookup - 0 records failed with status of 'deleted' CALLING LIST PREPARED FOR CALLING - list25 DRPC5S(admin)@/opt/avaya/pds [1000] $ 28 of 43
5.8. Create Strategy This section shows an example of how to create a calling list strategy utilizing the PTYPE1 field populated by MUG Enterprise Interceptor. Navigate to Contact Management and click the Strategies icon. From the menu bar, select File New. Select Active as the version, and click OK. 29 of 43
Within the Detail tab, select the newly created list. 30 of 43
Click the Initial Phone tab, right-click within the tab pane, and select Append Row. 31 of 43
Select the following for the new row created: Phone: 1 Field: PHONE1 Value: * Logic: Or Click the Save icon, enter a strategy name, and click OK. 32 of 43
Right-click the newly created strategy and select Verify. Verify results successful. 33 of 43
5.9. Create Selection This section shows an example of how to create a calling list selection utilizing the PTYPE1 field populated by MUG Enterprise Interceptor. Navigate to Contact Management and click the Selections icon. From the menu bar, select File New. Select Active as the version, and click OK. 34 of 43
Within the Detail tab, for the List field, select the newly created list. More rows will then appear. For the Strategy field, select the strategy created in Section 5.8. 35 of 43
Select the Records tab, and enter the following: Field: PTYPE1 Value: enter all the desired mapped values (from Section 5.2) (for example, the screen below shows all the values being included except for CELL) Logic: Or 36 of 43
Select the Time Zones tab, and then select all appropriate time zones. 37 of 43
Select the Results tab, and check the appropriate fields (selections will vary based on customer requirements). Click the Save icon, enter a Selection name, and click OK. 38 of 43
Right-click the newly created selection and select Verify. Verify the results are successful. 39 of 43
6. Configure MUG Enterprise Interceptor For compliance testing, MUG Enterprise delivered their product as an executable file along with a raw sample data file. No additional configuration was required. Contact MUG Enterprise (see Section 2.3) for deployment details and configuration options. To run MUG Enterprise Interceptor, using the raw sample data file as input, navigate to the directory on the host PC where Interceptor and the data file reside. Execute the following command, where sample_file.processed is the raw data file: pnc /in=sample_file.processed 7. Verification Steps 7.1. Verify MUG Enterprise Interceptor Navigate to the directory on the host PC where Interceptor and the data file reside. Execute the following command, where sample_file.processed is the raw data file: pnc /in=sample_file.processed Verify all the records are processed and the correct result is returned for each phone number. For security reasons, the last 4 digits of each number below has been replaced with xxxx. PNC v2.3 Press Q to quit while processing... CommandLine: /in=sample_file.processed Parms: in=sample_file.processed Testing connection to Registration server... Access to registration server accepted. Valid Registration to: AVAYA Testing access to input file... Access to input file confirmed. Testing access to see if already procssing this file... Okay to process. Testing access to output file... Access to output file confirmed. Testing connection to web server... Access to web server accepted. Rec: 1 303538xxxx LANDLINE Rec: 2 732213xxxx CELLULAR Rec: 3 303538xxxx LANDLINE Rec: 4 888111xxxx TOLL FREE Rec: 5 732822xxxx CELLULAR Rec: 6 303538xxxx LANDLINE Rec: 7 303538xxxx LANDLINE Rec: 8 724947xxxx LANDLINE Rec: 9 555555xxxx UNKNOWN Rec: 10 843422xxxx CELLULAR Elapsed time: 4 seconds. 40 of 43
7.2. Verify Avaya Proactive Contact Navigate to Contact Management and click the Selections icon. Right-click the selection and select Run. 41 of 43
Verify the numbers of records selected matches the number of valid phone numbers, not included cellular phone numbers. 8. Conclusion These Application Notes provide the steps necessary to configure Avaya Proactive Contact Release 5.0 to support MUG Enterprise Interceptor (PNC-v2.3). All compliance test cases passed successfully. 9. Additional References This section references the product documentation relevant to these Application Notes. Avaya product documentation is available at http://support.avaya.com. [1] Planning for Avaya Proactive Contact 5.0, February 2012. [2] Using Avaya Proactive Contact Supervisor Release 5.0, December 2011. [3] Administering Avaya Proactive Contact Release 5.0, July 2011. MUG Enterprise Interceptor documentation is delivered with the purchase of their product. Refer to Section 2.3 to contact MUG to obtain additional information. 42 of 43
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 e-mail 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 devconnect@avaya.com. 43 of 43