Application Notes for the Envision Performance Suite 8.2 with Avaya Computer Telephony 1.3 and Avaya Communication Manager 2.1.1 Issue 1.

Avaya Solution & Interoperability Test Lab Application Notes for the Envision Performance Suite 8.2 with Avaya Computer Telephony 1.3 and Avaya Communication Manager 2.1.1 Issue 1.0 Abstract The Envision Performance Suite 8.2 with Avaya Computer Telephony 1.3 call recording solution was compliance tested with Avaya Communication Manager 2.1.1. The objective of the test was to evaluate interoperability of these products in a call center environment. All test cases completed successfully. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab. 1 of 32

1. Introduction These Application Notes describe the compliance-test configuration used to test the Envision Performance Suite 8.2 solution with Avaya Communication Manager 2.1.1. Figure 1 provides a high level topology. Figure 1: Avaya DeveloperConnection Compliance Test Configuration The Envision Performance Suite is a hardware and software solution that consists of a Performance Suite Server with on-board telephony interfaces. The Envision Server is supported on Windows 2000 Server and Windows 2003 Server operating systems. In order to receive inbound and outbound call information, Envision Performance Suite uses Avaya Computer Telephony. In the test configuration, Avaya Computer Telephony was installed on the same server as the Envision Server. A TN799DP C-LAN board was installed in the MCC1 gateway and configured to allow CTI messaging to and from the Avaya Computer Telephony Server. The Co-RES DEFINITY LAN Gateway feature was enabled within Avaya Communication Manager. The ASAI Link Core software feature is required on Avaya Communication Manager for this application, unless there is a pre-existing Avaya Computer Telephony Server available. 2 of 32

2. Equipment and Software Validated The following equipment and software were used for the test configuration. Equipment Version Avaya S8700 Media Server with Avaya MCC1 Media Gateway Avaya Communication Manager 2.1.1 (R012x.01.1.414.1) Avaya TN799DP C-LAN Interface HW01 FW011 Avaya TN464 DS1 Interface HW02 FW015 Avaya Computer Telephony 1.3 Avaya 4600 Series IP Telephones 1.8.2 Envision Performance Suite 8.2 SP1 Intel Dialogic D/240-JCT (T1) JCT Intel Dialogic System Software 5.1.1 SP1 Windows 2000 Server SP4 3. Configure Avaya Communication Manager 3.1. Computer Telephony Integration (CTI) Link The Envision Server communicates with Avaya Communication Manager via a Computer Telephony Integration (CTI) link. Implementation of the required CTI link type on Avaya Communication Manager can be achieved using the following series of steps. These steps are performed through the System Access Terminal (SAT) interface. The Avaya Site Administration application can be used to access the SAT interface via a Telnet session. 3 of 32

Step Description 1. If there is no pre-existing Avaya Computer Telephony Server, verify that ASAI Link Core Capabilities and the Co-Res DEFINITY LAN Gateway fields are set to y on the display system-parameters customer-options form. If they are not set to y, contact your Avaya sales team or business partner. A system license file controls the settings on the customer-options form. 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 Backup Cluster Automatic Takeover? n A/D Grp/Sys List Dialing Start at 01? y CAS Branch? n Answer Supervision by Call Classifier? y CAS Main? n ARS? y Change COR by FAC? n ARS/AAR Partitioning? y Computer Telephony Adjunct Links? y ARS/AAR Dialing without FAC? y Co-Res DEFINITY LAN Gateway? y ASAI Link Core Capabilities? y Cvg Of Calls Redirected Off-net? y ASAI Link Plus Capabilities? y DCS (Basic)? y Async. Transfer Mode (ATM) PNC? n DCS Call Coverage? y Async. Transfer Mode (ATM) Trunking? y DCS with Rerouting? y ATM WAN Spare Processor? n ATMS? y Digital Loss Plan Modification? n Attendant Vectoring? n DS1 MSP? n DS1 Echo Cancellation? n (NOTE: You must logoff & login to effect the permission changes.) 4 of 32

Step Description 2. Verify that the Service Observing (Basic) and Service Observing (Remote/By FAC) fields are set to y on the display system-parameters customer-options form. If they are not set to y, contact your Avaya sales team or BusinessPartner. A system license file controls the settings on the customer-options form. display system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 12.0 ACD? y PASTE (Display PBX Data on Phone)? y BCMS (Basic)? y Reason Codes? y BCMS/VuStats Service Level? y Service Level Maximizer? n BSR Local Treatment for IP & ISDN? n Service Observing (Basic)? y Business Advocate? n Service Observing (Remote/By FAC)? y Call Work Codes? y Service Observing (VDNs)? y DTMF Feedback Signals For VRU? n Timed ACW? y Dynamic Advocate? n Vectoring (Basic)? y Expert Agent Selection (EAS)? y Vectoring (Prompting)? y EAS-PHD? y Vectoring (G3V4 Enhanced)? y Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y Least Occupied Agent? n Vectoring (G3V4 Advanced Routing)? y Lookahead Interflow (LAI)? y Vectoring (CINFO)? y Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? n Multiple Call Handling (Forced)? y Vectoring (Holidays)? n Vectoring (Variables)? n (NOTE: You must logoff & login to effect the permission changes.) 3. Add a CTI link and set the values as shown. Enter a valid extension number in the Extension field. Enter ASAI-IP in the Type field. The CTI link number and extension number may vary. Enter a descriptive name in the Name field. The rest of the values may be left at their defaults. Submit these changes. add cti-link 1 Page 1 of 2 CTI LINK CTI Link: 1 Extension: 24199 Type: ASAI-IP COR: 1 Name: Envision 5 of 32

Step Description 4. Add an entry for the C-LAN card and the Envision Server in the node-names form. In this case clan-1b04 and 192.45.100.84 were entered as the node name and IP address of the C-LAN card. Also, envision and 192.45.30.98 were entered as the node name and IP address of the Envision Server. The node names and IP addresses will vary. Submit these changes. change node-names ip Page 1 of 1 IP NODE NAMES Name IP Address Name IP Address clan-1b04 192.45.100.84... clanp2-1a04 192.168.61.21... clanp27-2a03 172.16.252.200... clanp7-3a04 192.168.1.10... default 0.0.0.0... devcon33-1a03 192.45.100.16... envision 192.45.30.98... medpro-1b05 192.45.100.85... procr 192.45.100.82... prowlerp2-1a05 192.168.61.22... prowlerp27-2b04 172.16.252.201... prowlerp7-3b04 192.168.1.20... testroom3 192.45.30.240... tr3cvlanr9 192.45.30.100......... 5. Add the C-LAN card to the system configuration using the add ip-interface 1b04 command. Note that the slot number will vary. Enter the node name assigned in Step 4 for the C-LAN card in the Node Name field. The values to be entered in the Subnet Mask, Gateway Address, Network Region, VLAN, Auto and Number of CLAN Sockets Before Warning fields will be determined by the network administrator. Set the Enable Ethernet Port field to n. The C-LAN interface will be enabled later. Submit these changes. change ip-interface 1b04 Page 1 of 1 IP INTERFACES Type: C-LAN Slot: 01B04 Code/Suffix: TN799 D Node Name: clan-1b04 IP Address: 192.45.100.84 Subnet Mask: 255.255.255.0 Gateway Address: 192.45.100.1 Enable Ethernet Port? n Network Region: 2 VLAN: n ETHERNET OPTIONS Auto? y Number of CLAN Sockets Before Warning: 400 6 of 32

Step Description 6. Add a new data module using the add data-module 20032 command. Note that the extension number will vary. Enter a descriptive name in the Name field. Enter ethernet in the Type field. Ethernet connections must be assigned to port 17 on the C-LAN circuit pack. Therefore, enter the slot location and port 17 in the Port field as shown. Note that the slot location will vary. Enter a link number not previously assigned on this switch in the Link field. Submit these changes. add data-module 20032 Page 1 of 1 DATA MODULE Data Extension: 20032 Type: ethernet Port: 1b0417 Link: 6 Name: data module for clan Network uses 1's for Broadcast Addresses? y 7. Enter the change ip-interface 1b04 command. Set the Enable Ethernet Port field to y. Submit this change. change ip-interface 1b04 Page 1 of 1 IP INTERFACES Type: C-LAN Slot: 01B04 Code/Suffix: TN799 D Node Name: clan-1b04 IP Address: 192.45.100.84 Subnet Mask: 255.255.255.0 Gateway Address: 192.45.100.1 Enable Ethernet Port? y Network Region: 2 VLAN: n ETHERNET OPTIONS Auto? y 7 of 32

Step Description 8. Add a new IP service using the change ip-services command. Enter DLG in the Service Type field and y in the Enabled field. Enter the node name added in Step 4 above for the C- LAN card in the Local Node field. change ip-services Page 1 of 3 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port SAT y clanp27-2a03 5023 any 0 SAT y clan-1b04 5023 any 0 DLG y clan-1b04 5678 9. Go to Page 3. Enter 1 in the CTI Link field, y in the Enabled field, the node name assigned in Step 4 for the Envision Server in the Client Name field and 1 in the Client Link field. Note that the CTI Link number, the Client Name and the Client Link number may vary. Submit these changes. change ip-services Page 3 of 3 DLG Administration CTI Link Enabled Client Name Client Link Client Status 1 y envision 1 15 y testroom3 3 in use 16 y tr3cvlanr9 1 in use 3.2. DS1FD Lines from the MCC1 Media Gateway to the Envision Performance Suite Server The Envision Server uses T1 1 or E1 lines 2 configured as DS1FD stations to record telephone calls. Implementation of the required DS1FD stations on Avaya Communication Manager can be achieved using the following series of steps. These steps are performed through the System Access Terminal (SAT) interface. The Avaya Site Administration application can be used to access the SAT interface via a Telnet session. 1 In the test configuration, T1 lines were used. 2 Analog lines may be used instead of, or in conjunction with, T1/E1 lines. 8 of 32

Step Description 1. Add a DS1 circuit pack to the system enter a descriptive name in the Name field. Set the Line Coding, Framing Mode, and Signaling Mode fields as shown. The rest of the values may be left at their defaults. add ds1 1a17 Location: 01A17 Bit Rate: 1.544 Line Compensation: 1 Signaling Mode: robbed-bit DS1 CIRCUIT PACK Name: Envision Line Coding: ami-zcs Framing Mode: d4 Interface Companding: mulaw Idle Code: 11111111 Slip Detection? n Near-end CSU Type: other 2. List class of restriction information using the list cor command. Determine a class of restriction number that will be assigned to the DS1FD channels. In this case, class of restriction 5 will be used. list cor Page 1 CLASS OF RESTRICTION INFORMATION COR COR Description 0 1 2 3 4 5 Envision Server 6 7 8 9 10 11 12 13 14 press CANCEL to quit -- press NEXT PAGE to continue 9 of 32

Step Description 3. Use the change cor 5 command and enter a description in the COR Description field. Set the Can Be a Service Observer field to y. Submit these changes. change cor 5 Page 1 of 4 CLASS OF RESTRICTION COR Number: 5 COR Description: Envision Server FRL: 7 Can Be Service Observed? n Can Be A Service Observer? y Time of Day Chart: 1 Priority Queuing? n Restriction Override: all Restricted Call List? y APLT? y Calling Party Restriction: none Called Party Restriction: none Forced Entry of Account Codes? n Direct Agent Calling? n Facility Access Trunk Test? n Can Change Coverage? n Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? n Send ANI for MFE? n Add/Remove Agent Skills? n MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n Can Be Picked Up By Directed Call Pickup? n Can Use Directed Call Pickup? n Group Controlled Restriction: inactive 4. Add a station for each channel on the DS1 board and set the Type field to DS1FD. Enter 01A1701 in the Port field. This represents the first channel on the DS1 board. Set the COR field to the class of restriction modified in Step 3. After the first station is added, it can be used as a template to add the rest of the channels on the DS1 board. Enter duplicate station nnnn, where nnnn is the extension number of the station you want to duplicate. add station 22261 Page 1 of 3 STATION Extension: 22261 Lock Messages? n BCC: 0 Type: DS1FD Security Code: TN: 1 Port: 01A1701 Coverage Path 1: COR: 5 Name: CR Port 1 Coverage Path 2: COS: 1 Hunt-to Station: Tests? y STATION OPTIONS Loss Group: 4 Off Premises Station? y R Balance Network? n 10 of 32

Step Description 5. Set the Data Restriction, Call Waiting Indication, Att. Call Waiting Indication, Distinctive Audible Alert, and Switchhook Flash fields to n. The rest of the values on the station form can be left at their defaults. add station 22261 Page 2 of 3 STATION FEATURE OPTIONS LWC Reception: none LWC Activation? n Coverage Msg Retrieval? n LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? n Call Waiting Indication? n Per Button Ring Control? n Att. Call Waiting Indication? n Distinctive Audible Alert? n Switchhook Flash? n Adjunct Supervision? y Ignore Rotary Digits? n H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: basic MWI Served User Type: AUDIX Name: Emergency Location Ext: 22261 Audible Message Waiting? n Coverage After Forwarding? s Multimedia Early Answer? n 11 of 32

3.3. Service Observing (Remote/By FAC) The Envision Server uses the Service Observing feature of Avaya Communication Manager to record telephone calls. Step Description 1. Add a feature access code for Service Observing Listen Only. Enter *05 or a feature access code that conforms to the local dial plan in the Service Observing Listen Only Access Code field. Submit these changes. change feature-access-codes Page 5 of 8 FEATURE ACCESS CODE (FAC) Automatic Call Distribution Features After Call Work Access Code: *13 Assist Access Code: Auto-In Access Code: *15 Aux Work Access Code: *16 Login Access Code: *17 Logout Access Code: *20 Manual-in Access Code: *12 Service Observing Listen Only Access Code: *05 Service Observing Listen/Talk Access Code: *06 Add Agent Skill Access Code: Remove Agent Skill Access Code: Remote Logout of Agent Access Code: 12 of 32

3.4. Expert Agent Selection and Call Vectoring While the Expert Agent Selection (EAS) feature is not required to interoperate with Envision Performance Suite, EAS was used in the test configuration. EAS provides the ability for Avaya Communication Manager to match the skills that are required for a call to an agent with one of those skills. With EAS, agents can log on at any station extension and Envision Performance Suite can be provisioned to record calls based on the agent versus the station extension. The screens below demonstrate how to configure basic call center functionality with EAS enabled. 3.4.1. Sample Call Vectoring for Inbound Calls Step Description 1. Add a hunt-group and set the ACD and Vector fields to y. Enter a descriptive group name in the Group Name field and a valid extension in the Group Extension field. Other field values can be set based on customer requirements. add hunt-group 29 Page 1 of 3 HUNT GROUP Group Number: 29 Group Name: Agent Sk 29 Group Extension: 51149 Group Type: ucd-mia TN: 1 COR: 1 Security Code: ISDN Caller Display: ACD? y Queue? y Vector? y MM Early Answer? n Calls Warning Threshold: Time Warning Threshold: Port: Port: 13 of 32

Step Description 2. Go to Page 2. Set the Skill field to y. The rest of the values can be set per customer requirements. Submit these changes. add hunt-group 29 Page 2 of 3 HUNT GROUP Skill? y Expected Call Handling Time (sec): 180 AAS? n Service Level Target (% in sec): 80 in 30 Measured: internal Supervisor Extension: Controlling Adjunct: none VuStats Objective: Timed ACW Interval (sec): 10 Multiple Call Handling: none Redirect on No Answer (rings): 4 Redirect to VDN: 24200 Forced Entry of Stroke Counts or Call Work Codes? n 3. Add an Agent Login-ID and enter a descriptive name in the Name field. Note the value in the COR field. Refer to Step 7 which has the COR configuration. The rest of the values on this page can be set per customer requirements. add agent-loginid 25480 Page 1 of 2 AGENT LOGINID Login ID: 25480 AAS? n Name: Envision Agent 25480 AUDIX? n TN: 1 LWC Reception: spe COR: 1 LWC Log External Calls? n Coverage Path: AUDIX Name for Messaging: Security Code: LoginID for ISDN Display? y Password: 12345 Password (enter again): 12345 Auto Answer: station WARNING: Agent must log in again before skill changes take effect 14 of 32

Step Description 4. Go to Page 2. Set the Skill Number (SN) field to the hunt group number assigned in Step 1 above. The Skill Level (SL) field can be set to 1 or other values based on customer requirements. The Agent Login-ID will be used by the agent to log into a station extension. Submit these changes. display agent-loginid 25480 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Call Handling Preference: skill-level SN SL SN SL SN SL SN SL 1: 29 1 16: 31: 46: 2: 17: 32: 47: 3: 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60: 5. Modify a call vector to deliver calls to the skill number defined in Step 1. change vector 242 Page 1 of 3 CALL VECTOR Number: 242 Name: agent sk 29 Multimedia? 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? n Holidays? n Variables? n 01 wait-time 6 secs hearing ringback 02 queue-to skill 29 pri m 03 04 05 06 07 08 09 10 11 15 of 32

Step Description 6. Add a Vector Directory Number and set the Vector Number field to the call vector number assigned in Step 5 above. This VDN represents the main number for inbound calls. display vdn 24200 Page 1 of 2 VECTOR DIRECTORY NUMBER Extension: 24200 Name: skill 29 Vector Number: 242 Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN: 1 Measured: internal Acceptable Service Level (sec): 100 VDN of Origin Annc. Extension: 1st Skill: 2nd Skill: 3rd Skill: 7. Change the class of restriction noted in Step 3. Verify that the Can Be Service Observed field is set to y. Submit these changes. change cor 1 Page 1 of 4 CLASS OF RESTRICTION COR Number: 1 COR Description: FRL: 7 Can Be Service Observed? y Can Be A Service Observer? n Time of Day Chart: 1 Priority Queuing? n Restriction Override: none Restricted Call List? n APLT? y Calling Party Restriction: none Called Party Restriction: none Forced Entry of Account Codes? n Direct Agent Calling? y Facility Access Trunk Test? n Can Change Coverage? y Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? y Send ANI for MFE? n Add/Remove Agent Skills? n MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? y Can Be Picked Up By Directed Call Pickup? n Can Use Directed Call Pickup? n Group Controlled Restriction: inactive 4. Configure the Envision Performance Suite System Initial provisioning of the Envision Performance Suite Server is done by Envision on behalf of their customers. The following guide provides an overview of the configuration steps necessary for the CTI link, ACD queues, and agent IDs for Envision Performance Suite 8.2. 16 of 32

4.1. Programming the Telephony Interface Boards The following steps are performed by Envision prior to delivery/installation of the system. Step Description 1. Any number of supported Intel Dialogic boards are installed in the Envision Server. 2. Each board is given a specific ID, selected by the dial on each board. This ID determines the order of boards/channels in the Envision Server configuration. 3. Each board is linked via a CT Bus cable. 4. Intel Dialogic Drivers are installed on the system. 5. The user logs onto the server and runs the Intel Dialogic Configuration Manager (DCM). 6. DCM auto-detects the boards installed, the user then sets the drivers to start automatically. 7. Envision Server uses the default settings assigned to all detected boards. 8. T1/E1/Analog lines are connected to the boards, while noting which lines are connected to which card (e.g., T1 board #1 is connected to Avaya TN464 in slot 1A17 of the PBX). 9. Envision sets the number of channel licenses for the Envision Server to match the customer s specification. (Normally the total number of telephony channels detected by DCM) 17 of 32

4.2. Programming Envision Server Channels Step Description 1. Envision engineers and the customer determine the amount of channels to be used for recording and the amount to be used for playback. 2. The CTI features require that each channel on the Envision Server be programmed to match its extension connected at the PBX side. 3. Initial programming is performed by Envision; however the customer is free to change the purpose of any channel as business needs change. 4. All configuration of the Envision Server is performed via the Envision Administrator client. Envision s installation includes training administrators in the use of this client. 18 of 32

4.3. Programming Avaya Computer Telephony Link Parameters for the Envision Server Step Description 1. Envision will install and configure Avaya Computer Telephony Server or configure the Envision Server to use the customer s existing Avaya Computer Telephony Server. 2. The connection information for the Avaya Computer Telephony Server is entered in the Main Telephony Services User dialog in the Telephony module of Envision Administrator. 19 of 32

4.4. Administering Agents in Envision Performance Suite Step Description 1. Agents are administered by entry in the User module of Envision Administrator. 2. Device ID refers to the Physical phone extension 3. ACD ID refers to the Agent Login ID. ACD ID s must be unique two accounts may not share the same ACD ID. Add an entry for the agent ID assigned in Step 3 of Section 3.4.1. 20 of 32

4.5. Programming VDN/Splits in the Envision Performance Suite Step Description 1. VDN Splits are added via the VDN Splits dialog in the Telephony module of the Envision Administrator Client. 2. As each entry is added, the Envision Server validates the entry and returns an error if the VDN is invalid or cannot be monitored. Add an entry for the VDN assigned in Step 6 of Section 3.4.1. 21 of 32

4.6. Programming ACD/Splits in the Envision Performance Suite Step Description 1. ACD Splits are added via the ACD Splits dialog in the Telephony module of the Envision Administrator Client. 2. As each entry is added, the Envision Server validates the entry and returns an error if the ACD is invalid or cannot be monitored. Add an entry for the split/skill assigned in Step 1 of Section 3.4.1. 22 of 32

5. Interoperability Compliance Testing This Interoperability Compliance Test included load and serviceability testing. Basic feature functionality was exercised as part of the load test scenarios. Performance measurements were collected from the Avaya S8700 Media Server and the Envision Performance Suite. 5.1. General Test Approach Serviceability and basic functionality test cases were performed manually. During the manual tests, inbound calls were made to the pilot Vector Directory Number and delivered to agent telephones. Audio of recorded calls was retrieved using the Envision Quality Monitoring client and the Envision web-based Agent Desktop client. Recording of transferred calls from agent to agent was also verified. Recording of outbound calls launched from agent telephones was also verified. During the load testing, a call generator was used to generate incoming calls to the system for sustained periods. Load test parameters executed on the Envision Server were well beyond a typical customer configuration. 5.2. Test Results All test cases passed successfully. No errors were detected. 6. Verification Steps 6.1. CTI Link via the SAT The CTI link status can be verified through the System Access Terminal (SAT) interface. The Avaya Site Administration application can be used to access the SAT interface via a Telnet session. Note that screens may vary slightly depending on the options available on the C-LAN. Step Description 1. Enter status dlg cti-link. Verify that the Service State column for the CTI Link assigned in Step 3 of Section 3.1 says established. status dlg cti-link DLG CTI LINK STATUS CTI Client Vers Mnt Local Node Service Msgs Msgs Lnk Name/Link Busy State Sent Rcvd 1 envision/1 4 no clan-1b04 established 19 20 15 testroom3/3 4 no clan-1b04 established 14 14 16 tr3cvlanr9/1 4 no clan-1b04 restarted 30 15 23 of 32

6.2. CTI Link via Avaya Computer Telephony The CTI link status can also be verified directly from the Avaya Computer Telephony Server. 3 Step Description 1. Start the Definity Driver Admin Program. Navigate to Start -> Programs -> Avaya Computer Telephony -> TS Win32 Client -> Definity Driver Admin. 3 In the test configuration, Avaya Computer Telephony ran co-resident with the Performance Management Suite application. 24 of 32

Step Description 2. Select the G3 Link that you are using for the Envision Performance Suite. Click OK. 25 of 32

Step Description 3. Log in with the correct user name and password. Click OK. 26 of 32

Step Description 4. Select Link Status from the Maint menu. 27 of 32

Step Description 5. In most cases, Link 1 is the correct link. Verify that the Link Status field displays Talking. 28 of 32

6.3. DS1FD Stations via the SAT The T1 line(s) from the MCC1 Media Gateway to the Envision Server can be verified through the SAT administration interface. The Avaya Site Administration application can be used to access the SAT administration interface via a Telnet session. Step Description 1. Run the test board command on the DS1 circuit pack assigned in Step 1 of Section 3.2. Verify that tests 138 through 146, 312 and 36 all pass. Note that an abort on test 1227 is expected for this configuration. test board 1a17 Page 1 TEST RESULTS Port Maintenance Name Alt. Name Test No. Result Error Code 01A17 UDS1-BD 138 PASS 01A17 UDS1-BD 139 PASS 01A17 UDS1-BD 140 PASS 01A17 UDS1-BD 141 PASS 01A17 UDS1-BD 142 PASS 01A17 UDS1-BD 143 PASS 01A17 UDS1-BD 144 PASS 01A17 UDS1-BD 145 PASS 01A17 UDS1-BD 146 PASS 01A17 UDS1-BD 1227 ABORT 1951 01A1701 OPS-LINE 22261 312 PASS 01A1701 OPS-LINE 22261 36 PASS 01A1702 OPS-LINE 22262 312 PASS 01A1702 OPS-LINE 22262 36 PASS 01A1703 OPS-LINE 22263 312 PASS 29 of 32

6.4. DS1FD Stations via the Envision Server The T1 line(s) from the MCC1 Media Gateway to the Envision Performance Suite Server can be verified through the Envision Server. Step Description 1. Run the Envision Administrator and select Channel 1. Set the Type field to Attendant. Click OK. 2. From any telephone on the system, dial the extension associated with Channel 1. In this case, extension 22261 is assigned to channel and was administered in Step 4 of Section 3.2. Verify that the Envision Server plays back Thank you for calling. You have been connected to Envision Telephony s Soundbite Enterprise System. 7. Support For technical support on Envision Performance Suite, contact Envision Customer Support at (206) 225-0800 x600 or via e-mail at help@envisioninc.com. Technical support is also available at the Envision web site on http://www.envisioninc.com Product documentation, such as User Manuals, Installation Manuals, Administration Manuals and Troubleshooting Manuals can be provided on request, sent by email or downloaded from a 30 of 32

secure FTP site to which access will be given on demand. These documents can also be found on the customer system. 8. Conclusion Envision Performance Suite Version 8.2 call recording solution was compliance tested with Avaya Communication Manager 2.1.1. All feature functionality and load test cases completed successfully. 9. Additional References The following documents can be found at http://support.avaya.com: 1. Administrator s Guide for Avaya Communication Manager, Issue 8, June 2004; Doc ID: 555-233-506 2. Feature Description and Implementation for Avaya Communication Manager, Issue 1, June 2004; Doc ID: 555-245-205 3. Administration for Network Connectivity for Avaya Communication Manager, Issue 8, June 2004; Doc ID: 555-233-504 4. Avaya Communication Manager Call Center Software Call Vectoring and Expert Agent Selection (EAS) Guide, Issue 1, June 2004; Doc ID: 07-300186 The following document is provided by Envision: 1. Envision Administrator User Guide, Version 8.2 9.1. Glossary Technical Term ACD ASAI CTI DS1FD EAS VDN Definition as it pertains to this document. Automatic Call Distribution Adjunct Switch Application Interface Computer Telephony Integration DS1 Forward Disconnect Station Type Expert Agent Selection Vector Directory Number 31 of 32

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 DeveloperConnection Program at devconnect@avaya.com. 32 of 32