Implementing Avaya Proactive Contact
Release 5.2
Issue 1
July 2018
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Contents
Chapter 1: Introduction.......................................................................................................... 17
Purpose................................................................................................................................ 17
Document changes since last issue........................................................................................ 17
Chapter 2: Overview............................................................................................................... 18
Overview.............................................................................................................................. 18
New in Avaya Proactive Contact Release 5.2.......................................................................... 18
Configuring TLS and high ciphers for dialer............................................................................. 20
TLS in Proactive Contact 5.2 and backward compatibility......................................................... 21
Chapter 2: Features................................................................................................................ 24
Support for Common Server 3 for fresh installations................................................................. 24
Support for TLS 1.0 and High Ciphers..................................................................................... 24
Shadow jobs in preview mode................................................................................................ 24
Support for an external syslog server for logging...................................................................... 24
Manual Dialing...................................................................................................................... 25
Java, WebLM, and Tomcat upgrades...................................................................................... 25
Log customization................................................................................................................. 25
Microsoft Windows versions supported................................................................................... 25
Chapter 3: Interoperability..................................................................................................... 26
Product compatibility.............................................................................................................. 26
Chapter 4: Deployment options............................................................................................. 27
Proactive Contact system....................................................................................................... 27
Proactive Contact stand-alone system.............................................................................. 28
Proactive Contact with PG230RM........................................................................................... 28
Proactive Contact with PG230RM..................................................................................... 29
Proactive Contact with CTI..................................................................................................... 30
Proactive Contact with CTI diagram.................................................................................. 31
Deployment options features.................................................................................................. 33
Features supported through Avaya PBX............................................................................ 33
Supported features with differences for CTI....................................................................... 34
Proactive Contact with CTI or PG230RM pods......................................................................... 36
PG230RM and CTI pods.................................................................................................. 37
Proactive Contact in non-telephony mode............................................................................... 38
Converting a dialer into non-telephony mode........................................................................... 38
Manual dialing in telephony mode........................................................................................... 39
Manual dialing configurations for telephony mode.................................................................... 40
Chapter 5: Preinstallation preparation.................................................................................. 41
Performing a site inspection................................................................................................... 41
Agent workstation requirements.............................................................................................. 42
Supervisor workstation requirements...................................................................................... 43
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Contents
Proactive Contact software architecture.................................................................................. 44
Telephony requirements (CTI option)...................................................................................... 45
Avaya PBXs and equipment supported............................................................................. 46
PBX hardware options..................................................................................................... 46
CTI software supported.................................................................................................... 47
PBX features / options required for Proactive Contact ....................................................... 47
Chapter 6: Licensing.............................................................................................................. 50
PLDS overview..................................................................................................................... 50
Activating license entitlements................................................................................................ 50
Searching for license entitlements.......................................................................................... 52
Moving activated license entitlements..................................................................................... 53
Regenerating a license file..................................................................................................... 55
Downloading software from PLDS.......................................................................................... 56
Chapter 7: Implementing Custom Certificates in Proactive Contact................................. 57
Overview.............................................................................................................................. 57
Servers and clients................................................................................................................ 58
Implementation..................................................................................................................... 59
Standalone Dialer............................................................................................................ 59
POD Dialers.................................................................................................................... 59
Oracle Database............................................................................................................. 60
Internet Monitor............................................................................................................... 62
CORBA Binaries............................................................................................................. 63
Supervisor...................................................................................................................... 65
EventSDK....................................................................................................................... 67
Agent, PC-Agent and AgentAPI........................................................................................ 68
List of certificates and configuration files................................................................................. 71
List of certificates on the dialer......................................................................................... 71
List of certificates on the supervisor workstation................................................................. 71
List of certificates on the agent workstation........................................................................ 72
Commands........................................................................................................................... 72
Combining CAs............................................................................................................... 72
Importing certificates into the Windows Certificate Store..................................................... 73
Importing certificates into the Jacorb store......................................................................... 74
Other commands............................................................................................................. 75
Chapter 8: Supported servers............................................................................................... 76
Servers supported by Proactive Contact releases.................................................................... 76
Server installation.................................................................................................................. 76
Hardware requirements for HP DL 360 G9 server.................................................................... 77
Downloading HP documentation............................................................................................. 77
Standard server specifications................................................................................................ 78
Chapter 9: Hardware............................................................................................................... 80
Avaya-provided equipment..................................................................................................... 80
Customer-provided equipment................................................................................................ 80
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Contents
Clearance requirements......................................................................................................... 81
Chapter 10: RAID overview and configuration..................................................................... 82
Redundant Arrays of Inexpensive Disks (RAID)....................................................................... 82
Obtaining HP DL360 G9 RAID Configuration tool..................................................................... 82
Configuring RAID on Proactive Contact servers....................................................................... 83
Chapter 11: Mondo Backup and Restore.............................................................................. 84
Mondo Backup...................................................................................................................... 84
Creating a Mondo backup...................................................................................................... 84
Restoring a Mondo backup..................................................................................................... 85
Restoring from rebootable DVD back up ........................................................................... 85
Restoring from tape......................................................................................................... 86
Restoring from rebootable DVD back up ................................................................................. 87
Chapter 12: Install server operating system........................................................................ 89
Verifying platform characteristics and software media............................................................... 89
Installing operating system .................................................................................................... 89
Chapter 13: Proactive Contact installation........................................................................... 91
Verifying the installation environment...................................................................................... 91
Configuring the system for a fresh installation.......................................................................... 92
Installing Proactive Contact.................................................................................................... 92
Starting the Dialer processes.................................................................................................. 93
Changing the boot order for installing Proactive Contact by using a USB................................... 93
Post Dialer installation procedure for fresh installation.............................................................. 94
Uninstalling Proactive Contact ............................................................................................... 95
Enhanced password support.................................................................................................. 95
Change the default password................................................................................................. 96
Chapter 14: Installing and Configuring Quad Digital Trunk 2 card (QDTC2).................... 98
About the QDTC Card........................................................................................................... 98
Using QDTC2 card with PG230RM................................................................................... 98
Types of digital transmission standards............................................................................. 99
Card upgrades with QDTC2............................................................................................. 99
Hot plug-in.................................................................................................................... 100
Card indicators.............................................................................................................. 100
Advantages of using QDTC2................................................................................................ 101
Configuring the QDTC2 Card............................................................................................... 101
Adding a card in the PG230RM...................................................................................... 101
Activating the card......................................................................................................... 103
Changing the state of the card to Out Of Service.............................................................. 104
Deleting a card from the PG230RM................................................................................ 105
Parameter Description and Default Parameters for QDTC2 emulated cards............................. 106
Description of various card parameters........................................................................... 106
Default Parameters for QDTC2 card...................................................................................... 111
Parameters for QUAD E1............................................................................................... 111
Parameters for QUAD E1 PRI......................................................................................... 112
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Contents
Parameters for QUAD E1 DSS....................................................................................... 113
Parameters for QUAD T1............................................................................................... 114
Parameters for QUAD T1 PRI......................................................................................... 116
Chapter 15: Switch configuration........................................................................................ 118
Establishing audio headset links........................................................................................... 118
Configuring port assignments............................................................................................... 119
Avaya Communication Manager for Proactive Contact with CTI.............................................. 122
Configuring a CTI link for Proactive Contact .................................................................... 122
Configuring Proactive Contact features........................................................................... 123
Configuring special information tones treatment............................................................... 125
Configuring agent stations.............................................................................................. 126
Configuring vectors, VDNs, and wait queue announcements............................................ 127
Configuring automatic route selection for outbound calls................................................... 128
Configuring hunt groups for Agent Blending (optional)...................................................... 128
Configuring agent login IDs and skills for Agent Blending (optional)................................... 129
Optional: Configuring vectors and VDNs for Agent Blending............................................. 129
Configuring phantom numbers and reason codes for Agent Blending (optional).................. 130
Configuring double-digit reason codes............................................................................ 131
Configuring CTI link for double-digit reason codes............................................................ 131
Configuring Avaya Application Enablement Services server.................................................... 132
Configuring SSL on a UAC enabled system..................................................................... 133
Changing mid-tier configuration of Supervisor workstation on a UAC enabled system......... 135
Configuring SIPREC............................................................................................................ 135
Deploying trusted certificates................................................................................................ 137
®
Exporting trusted CA certificate for Avaya Aura Application Enablement Services 7.0.............. 137
Requirements for configuring a CTI deployment..................................................................... 138
Vector example, VDN 891.................................................................................................... 138
Vector example, VDN 4986.................................................................................................. 139
Vector example, VDN 8901.................................................................................................. 140
Configure server for CTI....................................................................................................... 141
Configuring Proactive Contact with CTI for outbound........................................................ 141
Configuring Proactive Contact with CTI for Agent Blending............................................... 146
Configuring primary system............................................................................................ 149
Configuring the secondary system.................................................................................. 150
Configure pod environment.................................................................................................. 151
Configuring servers in a pod........................................................................................... 151
Pod list sharing............................................................................................................. 151
Chapter 16: Supported switch configurations for Agent Blending.................................. 155
Agent Blending and Communication Manager....................................................................... 155
Communication Manager and Agent Blending................................................................. 155
Setting up Communication Manager configuration for Agent Blending............................... 156
Agents, calls, and logins for Communication Manager Agent Blending............................... 157
Configuring Communication Manager for Agent Blending................................................. 157
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Contents
Configuring Avaya Proactive Contact and Avaya Aura Contact Center..................................... 159
®
Agent Blending support for Avaya Aura Contact Center ................................................. 159
®
Avaya Aura Contact Center and Agent Blending............................................................. 161
®
Setting up Avaya Aura Contact Center configuration for Agent Blending........................... 161
Installing Agent Blending................................................................................................ 162
Configuring Agent Blending for Proactive Contact ........................................................... 163
®
Configuring Avaya Aura Contact Center for Agent Blending............................................ 164
®
Agents, calls, and logins for Avaya Aura Contact Center Agent Blending.......................... 166
Aspect CallCenter and Agent Blending.................................................................................. 167
Aspect CallCenter and Agent Blending............................................................................ 167
Setting up Aspect CallCenter configuration for Agent Blending.......................................... 167
Configuring Agent Blending groups for Aspect CallCenter................................................ 169
Agents, calls, events and logins for Aspect CallCenter for Agent Blending......................... 169
Configuring Aspect CallCenter for Agent Blending............................................................ 170
Pinnacle Switch and Agent Blending..................................................................................... 175
PINNACLE 5ESS and Agent Blending............................................................................ 175
Agents, calls, and log ins for PINNACLE 5ESS and Agent Blending.................................. 175
Setting up PINNACLE 5ESS for Agent Blending.............................................................. 176
Configuring PINNACLE 5ESS for Agent Blending............................................................ 177
Rolm 9751 (9005) and Agent Blending.................................................................................. 178
ROLM 9751 CBX (ROLM 9005) and Agent Blending........................................................ 178
ROLM 9005 installation for Agent Blending...................................................................... 178
Setting up ROLM 9005 for Agent Blending...................................................................... 179
Agents, calls, and log ins for ROLM 9005 and Agent Blending.......................................... 180
ROLM 9005 domains for Agent Blending......................................................................... 181
Configuring ROLM 9005 for Agent Blending.................................................................... 183
Verifying hunt group configuration forROLM 9005 Agent Blending..................................... 184
Rockwell Spectrum and Agent Blending................................................................................ 184
Rockwell Spectrum and Agent Blending.......................................................................... 184
Setting up the Spectrum for Agent Blending configuration................................................. 184
Agents, calls, and log ins for Spectrum and Agent Blending.............................................. 185
Spectrum Configuration for Agent Blending..................................................................... 186
Chapter 17: Server environment configuration................................................................. 194
Configure calling lists........................................................................................................... 194
Calling list environment.................................................................................................. 194
Calling list environment component overview................................................................... 194
Creating a calling list...................................................................................................... 197
Editing calling list defaults.............................................................................................. 198
Creating agent keys....................................................................................................... 201
Configuring NFS............................................................................................................ 201
Creating voice messages............................................................................................... 202
listname.dnld file structure.............................................................................................. 204
listname.upld file structure.............................................................................................. 209
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Contents
Configure job environment................................................................................................... 212
Creating inbound jobs.................................................................................................... 212
Creating blend jobs........................................................................................................ 213
Creating managed jobs.................................................................................................. 214
Unit Work Lists.............................................................................................................. 214
Configure job files.......................................................................................................... 216
Configure completion codes................................................................................................. 226
Completion codes.......................................................................................................... 226
Completion code catergories.......................................................................................... 227
Adding completion codes............................................................................................... 228
compcode.cfg field descriptions...................................................................................... 228
Completion codes table................................................................................................. 230
Configure reports................................................................................................................ 232
Report parameter descriptions........................................................................................ 232
Configuring reports........................................................................................................ 233
Creating reports............................................................................................................ 234
Configure agent keys, currency, commands, menus,and time zones ....................................... 238
Agent keys.................................................................................................................... 238
Setting the currency format............................................................................................ 240
Configuring time zones.................................................................................................. 242
Menu files..................................................................................................................... 249
Command files.............................................................................................................. 253
Removing old database....................................................................................................... 257
Turning off database security at Dialer.................................................................................. 263
Configuring the FTP service................................................................................................. 264
Configuring the Telnet service.............................................................................................. 264
Automating Tomcat startup................................................................................................... 265
Configuring network printer.................................................................................................. 267
Chapter 18: Integrating Avaya Proactive Contact with Avaya Interactive Response
4.0........................................................................................................................................... 270
Proactive Contact and Interactive Response Integration......................................................... 270
Avaya Proactive Contact-Avaya IR Interface Processes......................................................... 271
Difference between Proactive Contact hard dialer and soft dialer integration...................... 273
System components for Avaya Proactive Contact CTI dialer and Avaya IR integration........ 274
Installing Proactive Contact and IR Software......................................................................... 275
Configuring the Avaya Proactive Contact IR integration software....................................... 275
master.cfg..................................................................................................................... 277
inbound.edt .................................................................................................................. 278
outbound.edt ................................................................................................................ 278
Installing the integration software components on Avaya IR ............................................. 279
Configuring the Avaya IR integration software........................................................................ 282
AGENT API REQUIREMENTS ............................................................................................ 283
Initial IR Connections and Administration............................................................................... 283
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Contents
Set up IR connections.......................................................................................................... 283
Connect to Avaya IR ........................................................................................................... 284
Disconnect from Avaya IR ................................................................................................... 284
Resetting connection to IR................................................................................................... 285
Scripting with the Avaya Proactive Contact and Interactive Response ..................................... 285
Using DoNotCall external function.................................................................................. 287
Using FinishedItem external function............................................................................... 288
Using End_softdisc external function............................................................................... 288
Using Handle_disc external function............................................................................... 289
Using HookflashLine external function............................................................................. 289
Using ListCbackFmt external function............................................................................. 290
Using LogloStart external function.................................................................................. 290
Using LogloStop external function................................................................................... 291
Using MoFlashBlind external function............................................................................. 292
Using ReadField external function.................................................................................. 292
Using ReleaseLine external function............................................................................... 293
Using SendMessage external function............................................................................ 293
Using SetCallback external function................................................................................ 294
Using Set_early_hu external function.............................................................................. 295
Using SetNotifyFld external function............................................................................... 295
Using Set_Softdisc external function............................................................................... 296
Using UpdateField external function................................................................................ 296
System file reference........................................................................................................... 297
System configuration files.............................................................................................. 297
master.cfg..................................................................................................................... 297
Adding new entry to dgswitch.cfg.................................................................................... 298
inbound.edt................................................................................................................... 298
outbound.edt................................................................................................................. 298
ivr_config.ky and ivr_config.hk........................................................................................ 299
ivr1pool.job................................................................................................................... 299
Using ivr.cmd and ivr.hlp................................................................................................ 299
Using ivr_config.tpl........................................................................................................ 300
ivr_passwd.vl and ivr_services.vl.................................................................................... 301
Other files........................................................................................................................... 301
Binaries.............................................................................................................................. 301
Chapter 19: Integrating Avaya Proactive Contact with Avaya IQ..................................... 303
Overview of Proactive Contact —Avaya IQ integration............................................................ 303
Requirements for Proactive Contact and Avaya IQ ................................................................ 303
Proactive Contact and Avaya IQ synchronization................................................................... 304
Proactive Contact and Avaya IQ Configuration....................................................................... 304
Proactive Contact supported files with Avaya IQ ................................................................... 305
Setting up Proactive Contact and Avaya IQ .......................................................................... 305
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Contents
Chapter 20: Integrating Avaya Proactive Contact Agent Blending with Avaya Aura®
Contact Center ..................................................................................................................... 307
About Agent Blending.......................................................................................................... 307
®
Overview of Proactive Contact and Avaya Aura Contact Center ............................................ 307
®
Architecture of Proactive Contact and Avaya Aura Contact Center integration.................. 309
®
Differences in Proactive Contact Agent Blending feature for Avaya Aura Contact Center
®
MBT and Avaya Aura Contact Center CS 1000 ............................................................. 310
Avaya Aura Contact Center Configurations............................................................................ 311
Configuring hard dialer................................................................................................... 311
Configuring WS open interfaces...................................................................................... 311
Creating users.............................................................................................................. 312
Creating CDN............................................................................................................... 312
Adding Passive RoutepointAddresses............................................................................. 312
Adding RoutePointAddresses and agents in CCT ............................................................ 312
Creating skillset............................................................................................................. 312
Mapping CDN and skillset.............................................................................................. 313
Mapping skills to CDNs.................................................................................................. 314
Changes on the dialer.................................................................................................... 314
Integrating Proactive Contact and Avaya Aura® Contact Center ............................................. 315
®
Agent Blending support for Avaya Aura Contact Center ................................................. 315
®
Avaya Aura Contact Center and Agent Blending............................................................. 316
®
Setting up Avaya Aura Contact Center configuration for Agent Blending........................... 317
List of configuration files................................................................................................. 317
Configuring Agent Blending for Proactive Contact ........................................................... 320
®
Configuring Avaya Aura Contact Center for Agent Blending............................................ 321
Avaya CS 1000 integration checklist............................................................................... 324
AACC configuration table............................................................................................... 325
Maintenance and Troubleshooting........................................................................................ 326
®
Verifying if Avaya Aura Contact Center and the dialer are synchronized........................... 326
Error codes................................................................................................................... 326
Chapter 21: Client environment configuration................................................................... 329
Configuring Supervisor software........................................................................................... 329
Removing security from database communications................................................................ 329
Configuring agent workstations (network attached)................................................................ 330
Configuring Agent workstation for use with Citrix.................................................................... 330
Configuring agent workstations (terminal server attached)...................................................... 331
Virus scanning software....................................................................................................... 331
Using Windows Firewall....................................................................................................... 332
Enabling enhanced Internet browsing security....................................................................... 332
Sockets.............................................................................................................................. 333
Configuring user groups....................................................................................................... 334
group.pds file................................................................................................................ 335
Adding users....................................................................................................................... 336
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Contents
Setting password ageing...................................................................................................... 337
Configuring sftp without a password...................................................................................... 337
Configuring a trusted host for network backup/restore............................................................ 337
Access server..................................................................................................................... 339
Chapter 22: Optional features.............................................................................................. 340
Multitenancy....................................................................................................................... 340
Agent Blending.................................................................................................................... 340
Setting up Agent Blending.............................................................................................. 340
Blending....................................................................................................................... 341
Predictive Agent Blending.............................................................................................. 341
Setting up Predictive Agent Blending.............................................................................. 342
Setting up Average Speed to Answer.............................................................................. 342
ASA domain group parameter values.............................................................................. 343
Setting up Service Level................................................................................................ 344
SL domain group parameter values................................................................................ 344
Proactive Agent Blending............................................................................................... 345
Outbound Agent Blending.............................................................................................. 345
Inbound calling and Agent Blending................................................................................ 346
Blending and ACDs....................................................................................................... 346
Domain Use.................................................................................................................. 346
Configuring Health Manager with Predictive Agent Blending................................................... 350
Enabling cell phone time zone.............................................................................................. 351
Configuring PG230RM for Enhanced Cell Phone Detection.................................................... 352
Configuring a job for Enhanced Cell Phone Detection in Editor application............................... 353
Configuring Opt-out feature on Avaya PG230RM................................................................... 353
Configuring Opt-out feature on Communication Manager ....................................................... 356
Configuring PG230 for Autorelease to Ready Mode for Voicemail........................................... 357
Optional features configuration............................................................................................. 358
Unit Work List job compatibility with infinite lists............................................................... 358
Configuring agent playable messages............................................................................. 359
Testing Infinite Jobs....................................................................................................... 360
Configuring agent session timeout.................................................................................. 361
Configuring ANI outpulse............................................................................................... 361
Configuring the default ANI number for the .edt files in case of a softdialer......................... 362
Configuring the callsel report.......................................................................................... 363
Cruise Control configuration........................................................................................... 363
2016 OFCOM implementation........................................................................................ 367
Configuring international dialing and time zones.............................................................. 368
Configuring letter generation.......................................................................................... 371
Configuring managed dialing.......................................................................................... 372
Configuring Predictive Agent Blend................................................................................. 374
Configuring FCC amendment......................................................................................... 375
Chapter 23: Maintaining and troubleshooting servers...................................................... 381
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Contents
General troubleshooting....................................................................................................... 381
Replacing external components............................................................................................ 381
Replacing internal components............................................................................................. 383
Contacting Avaya Services................................................................................................... 386
Chapter 24: SNMP Configuration........................................................................................ 387
Configuration...................................................................................................................... 387
Listing of files and executables............................................................................................. 387
Fetching alarms from the switch - configuring PG230 Alarm Monitor........................................ 388
Configuring port 2051 on the PG230 switch..................................................................... 388
Configuring NetSNMP......................................................................................................... 390
Tests.................................................................................................................................. 390
Generating Traps................................................................................................................ 391
Generating Traps ......................................................................................................... 391
Configuring traps.cfg...................................................................................................... 391
Tests............................................................................................................................ 391
Known issues...................................................................................................................... 392
Chapter 25: Overview of HALDAP....................................................................................... 393
Background........................................................................................................................ 393
Architecture overview.......................................................................................................... 393
LDAP replication................................................................................................................. 394
Overview of the LDAP installation and configuration tools ...................................................... 395
LDAP installation tool........................................................................................................... 395
Install LDAP........................................................................................................................ 395
Turn on/off LDAP authentication .......................................................................................... 396
Test LDAP installation.......................................................................................................... 396
LDAP administration tool...................................................................................................... 396
Add/Delete LDAP Nodes...................................................................................................... 396
Add FTP User..................................................................................................................... 397
Export LDAP db.................................................................................................................. 397
Import LDAP db.................................................................................................................. 397
Display LDAP info............................................................................................................... 398
Start/Stop LDAP service...................................................................................................... 398
Synch FTP User.................................................................................................................. 398
Installing LDAP on all dialers in POD using LDAP scripts........................................................ 398
Configuring HA LDAP on the Primary dialer........................................................................... 401
Configuring HA LDAP on the Secondary dialer...................................................................... 402
Testing High Availability functionality of LDAP........................................................................ 403
Creating third party client users in LDAP .............................................................................. 404
Determining open LDAP version........................................................................................... 405
Performing ldapsearch on the primary dialer.......................................................................... 405
Performing ldapsearch on the secondary dialer ..................................................................... 406
Synchronizing time on the dialers using ntp........................................................................... 406
Deleting local node.............................................................................................................. 406
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Contents
Migrating to Proactive Contact 5.2........................................................................................ 407
Post installation................................................................................................................... 407
Verifying whether replication is configured correctly................................................................ 407
Verifying whether replication is working correctly.................................................................... 408
LDAP logs.......................................................................................................................... 408
“Failed to copy the certificate from the node” when adding node........................................ 409
“Server is unwilling to perform (53)” when executing ldap commands................................ 409
Replication does not work.............................................................................................. 409
Deleted accounts do not replicate................................................................................... 410
dialerSM and bridgeSmEnf do not come up/Java process count is incorrect/password
expiry related errors seen in logs.................................................................................... 411
Unable to log in to only one of the dialers in POD............................................................. 411
User password expires everyday.................................................................................... 412
Reference material.............................................................................................................. 412
Chapter 26: Enhanced Access Security Gateway............................................................. 413
About Enhanced Access Security Gateway........................................................................... 413
Verifying if EASG tools rpm is installed.................................................................................. 413
Enabling EASG to service accounts...................................................................................... 414
Generating response........................................................................................................... 415
Logging in as an admin user................................................................................................ 415
EASG utilities ..................................................................................................................... 415
EASG log maintenance........................................................................................................ 416
Chapter 27: Dynamic Logging............................................................................................. 417
Logs prior to Avaya Proactive Contact 4.1.2.......................................................................... 417
Dynamic logging from PC 4.1.2............................................................................................ 417
Overview...................................................................................................................... 417
Syslog-NG using syslog-ng-3.0.5-1.rhel4......................................................................... 418
Syslog-Ng logrotate configuration................................................................................... 421
Setting log levels using logadm...................................................................................... 423
Viewing logs using logcat............................................................................................... 431
Collecting logs using get_logs........................................................................................ 434
Dynamic Logging in Proactive Contact ................................................................................. 435
Log configuration and collection...................................................................................... 435
Specifying the properties of the logs to be collected......................................................... 436
Collecting system information......................................................................................... 437
Setting the debug level.................................................................................................. 438
Disabling Dynamic Logging.................................................................................................. 439
Exceptions.......................................................................................................................... 440
Known issues...................................................................................................................... 440
Syslog server configuration.................................................................................................. 441
Configuring the remote logging server............................................................................. 441
Configuring the remote logging client.............................................................................. 442
Disabling remote logging................................................................................................ 443
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Contents
Troubleshooting.................................................................................................................. 444
Not getting any logs....................................................................................................... 444
Sudden syslog-ng shutdown.......................................................................................... 444
Logs with time out of sequence...................................................................................... 444
Binary dumps core........................................................................................................ 444
Listing of all related files....................................................................................................... 445
Logs............................................................................................................................. 445
logadm file.................................................................................................................... 446
logcat file...................................................................................................................... 448
logmsg file.................................................................................................................... 452
init_syslog file............................................................................................................... 453
check_dynlog file........................................................................................................... 453
init_dynlog file............................................................................................................... 453
get_logs file.................................................................................................................. 454
rotate_logs file.............................................................................................................. 455
find_hot_files................................................................................................................. 455
default-dynlog-levels.xml file........................................................................................... 455
proc-list.txt file............................................................................................................... 457
syslog-ng.conf .............................................................................................................. 458
syslog-ng.logrotate.conf................................................................................................. 458
syslog-ng...................................................................................................................... 458
syslog-ng.pid................................................................................................................. 458
Chapter 28: Resources......................................................................................................... 459
Documentation.................................................................................................................... 459
Finding documents on the Avaya Support website........................................................... 459
Training.............................................................................................................................. 460
Viewing Avaya Mentor videos............................................................................................... 460
Support.............................................................................................................................. 461
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Chapter 1: Introduction
Purpose
This document contains Avaya Proactive Contact installation, configuration, initial administration,
and basic maintenance checklist and procedures.
This document is intended for people who install and configure a verified Avaya Proactive Contact
reference configuration at a customer site, including solution engineers, Avaya Professional
Services, and business partners.
Document changes since last issue
Issue
Date
Summary of changes
1
June 2015
Initial issue
2
May 2016
Changes for Release 5.1.2
3
August 2017
Updated the following topics to remove
incorrect references to System Manager
WebLM server:
• Activating license entitlements
• Moving activated license entitlements
4
July 2018
Major changes for Release 5.2:
• Added New in Avaya Proactive
Contact Release 5.2.
• Added chapter Implementing Custom
Certificates in Proactive Contact.
• Updated Servers supported by
Proactive Contact releases with a
column for Release 5.2.
• Added topic 2016 OFCOM
Implementation.
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Chapter 2: Overview
Overview
Avaya Proactive Contact is an enterprise outbound solution software application that consists of
software, hardware, and network components. In a Proactive Contact system implementation, a
single large system cabinet holds all the system components. It integrates seamlessly with the
operations of a call center.
New in Avaya Proactive Contact Release 5.2
Support for Avayatized Red Hat Enterprise Linux 6.9 version
Avaya Proactive Contact Release 5.2 supports version 6.9 of Avayatized Red Hat Enterprise Linux
(RHEL).
Supports Transport Layer Security 1.2 including High Ciphers
Avaya Proactive Contact Release 5.2 supports Transport Layer Security (TLS) 1.2 for connections
between the dialer server and the clients including high ciphers. Dialer is configured, by default, to
support TLS 1.2. Customers have an option to configure security setting of their choice.
To support TLS 1.2, following components are modified:
• Agent binary
• Listserver
• PC Agent
• Agent API
• Event SDK
• Internet Monitor
• WebLM
• Supervisor
TLS 1.2 and SHA-2 certificates are now supported between the dialer server and the Avaya
Application Enablement Server (AES).
Supports SIP Recording
Avaya Proactive Contact Release 5.2 introduces a unique call-id on the ISDN and H.323 trunks
when using the PG230 trunks. The function of such an ID is to enable SIP Recording (SIPREC)
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New in Avaya Proactive Contact Release 5.2
recording solutions in cases where PG230 trunks are converted to SIP. The ID provided within the
trunks can be correlated with the ID provided by the Event SDK to identify individual calls on the
SIP trunks. For more information, see Configuring SIPREC on page 135.
Support for custom certificate
Avaya Proactive Contact Release 5.2, introduces deployment of the custom certificate into
Proactive Contact system including Dialer, Supervisor, Agent, and Event SDK. Customers can
create and install their own certificates into PC system and the certificate may be signed by any
third party Certificate authority (CA).
Java, WebLM, and Tomcat upgrades
Avaya Proactive Contact Release 5.2 upgrades the Java platform on the dialer and supports the
following versions of Java, WebLM, and Tomcat:
• Azul JDK version 1.8 and JacORB version 3.2
• WebLM version 7.1.0
• Tomcat version 9.0
Secure System Access
The Access Security Gateway, effective from Avaya Proactive Contact Release 5.1, is a system
access challenge and response feature. It is a multi-user, one-time token system that is able to
securely generate responses for the challenges posed by administrative and support access from
remote systems. The Enhanced Access Security Gateway has been integrated with Avaya
Proactive Contact Release 5.2 to further improve remote access security.
The Enhanced Access Security Gateway (EASG) has been integrated into the Avaya Proactive
Contact system. EASG provides secure authentication and auditing of all remote access into the
maintenance ports.
Area codes with Time Zone Mapping (U.S and Canada)
Avaya Proactive Contact Release 5.2 includes updated area code mapping tables for the United
States and Canada. The area code and time zone information is stored in locale.cfg,
timezone.cfg, and sttday.cfg files located at /opt/avaya/pds/config directory.
Migration from Avaya Proactive Contact Release 5.1.x to Avaya Proactive Contact Release 5.2
creates a backup of the original Avaya Proactive Contact Release 5.2 locale.cfg,
timezone.cfg, and sttday.cfg files in /opt/avaya/pds/pc52_orig/pds/config
backup directory for migration. Customer's custom files are restored to the /opt/avaya/pds/
config directory.
To use the latest area codes from Avaya Proactive Contact Release 5.2, refer to the files in /opt/
avaya/pds/pc52_orig directory. Customers must manually update their customized
locale.cfg file with the new area codes.
If customer does not have any customization and require to use updated area code information,
then the locale.cfg, timezone.cfg, and sttday.cfg files can be copied from the backup
directory to the active directory.
For detailed instructions for migration, see Migrating to Proactive Contact, 5.2, - Release Notes.
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Overview
Configuring TLS and high ciphers for dialer
About this task
Use CUI menu to configure Transport Layer Security (TLS) and high ciphers.
Procedure
1. Log in to the Proactive Contact Dialer as administrator.
2. Navigate to ADMINISTRATOR MAIN MENU > ADMINISTRATIVE TASKS > Configure
SSL/TLS and Ciphers.
The system displays the following:
================================================
SSL/TLS configuration
================================================
0. Exit
1. Configure SSL/TLS
2. Toggle High Ciphers
3. Disable Specific Ciphers
Type the number corresponding to the required option in the menu.
3. To configure SSL/TLS, press 1.
For example
The current setting of Agent connection is
CORE_SSL_METHOD:TLSv1.2
0. Exit
1. SSLv23
2. TLSv1
3. TLSv1.1
4. TLSv1.2
Enter TLS Option to set:4
TLSv1.2 set succesfully in Agent, listserver.
The current setting of Dialer CORBA Service is
SERVICE_SSL_METHOD:TLSv1.2
0.
1.
2.
3.
4.
Exit
SSLv23
TLSv1
TLSv1.1
TLSv1.2
Enter TLS Option to set:4
TLSv1.2 set succesfully in Dialer CORBA service.
4. To toggle high ciphers, press 2.
For example
Enter Option:2
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TLS in Proactive Contact 5.2 and backward compatibility
High Ciphers are enabled in the current system.
Do you want to Disable High Ciphers (Y/N):
5. To disable specific ciphers, press 3
For example
Enter Option:3
Currently following ciphers are supported
ECDHE-RSA-AES256-GCM-SHA384
ECDHE-ECDSA-AES256-GCM-SHA384
ECDHE-RSA-AES256-SHA384
ECDHE-ECDSA-AES256-SHA384
DHE-DSS-AES256-GCM-SHA384
DHE-RSA-AES256-GCM-SHA384
DHE-RSA-AES256-SHA256
DHE-DSS-AES256-SHA256
ECDH-RSA-AES256-GCM-SHA384
ECDH-ECDSA-AES256-GCM-SHA384
ECDH-RSA-AES256-SHA384
ECDH-ECDSA-AES256-SHA384
AES256-GCM-SHA384
AES256-SHA256
ECDHE-RSA-AES128-GCM-SHA256
ECDHE-ECDSA-AES128-GCM-SHA256
ECDHE-RSA-AES128-SHA256
ECDHE-ECDSA-AES128-SHA256
DHE-DSS-AES128-GCM-SHA256
DHE-RSA-AES128-GCM-SHA256
DHE-RSA-AES128-SHA256
DHE-DSS-AES128-SHA256
ECDH-RSA-AES128-GCM-SHA256
ECDH-ECDSA-AES128-GCM-SHA256
ECDH-RSA-AES128-SHA256
ECDH-ECDSA-AES128-SHA256
AES128-GCM-SHA256
AES128-SHA256
The current setting is !MD5:!RC4:!3DES:!SHA:!IDEA:!SEED:!CAMELLIA
Do you want to modify this setting (Y/N):
TLS in Proactive Contact 5.2 and backward compatibility
Proactive Contact 5.2 Dialer can communicate with the clients using the following communication
protocols. The dialer supports TLS 1.2 by default. The security protocol has to be downgraded on
the dialer, for the dialer to communicate with clients supporting older TLS version. For detailed
steps to configure the security protocols, see Configuring TLS and high ciphers for dialer on
page 20.
The following table lists the client versions and the communication protocol supported.
Dialer
Clients (Agent, AgentAPI,
Supervisor, EventSDK)
Protocol Supported
5.2
5.2
TLSv1.2, TLSv1.1, TLSv1, SSL3
Table continues…
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Overview
Dialer
Clients (Agent, AgentAPI,
Supervisor, EventSDK)
Protocol Supported
5.2
5.1.3
TLSv1, SSLv3
5.2
5.1.2
TLSv1, SSLv3
5.2
5.1.1
TLSv1, SSLv3
Important:
• TLS configuration in Dialer is not related to AES communication.
• Dialer communication with AES through TSAPI is configured in the AES server.
• Dialer can communicate to AES using SSL, TLSv1, and TLSv1.2 depending on the
configuration on AES server.
Default Setting on Proactive Contact 5.2 Dialer and Clients
Proactive Contact 5.2 Clients communicate using the TLS 1.2 protocol.
Dialer set to work with older Proactive Contact Clients
Proactive Contact 5.2 Clients communicate using the TLS 1.2 protocol. The older clients can
communicate with the dialer using the highest supported protocol between them.
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TLS in Proactive Contact 5.2 and backward compatibility
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Chapter 2: Features
Support for Common Server 3 for fresh installations
With HP DL 360 G8 servers going end of sale, Common Server 3 (CSR3), that is, HP DL 360 G9,
is the new supported platform for deploying Avaya Proactive Contact. The deployment of
Proactive Contact on CSR3 is done only through either customer procured VMWare or through
Avaya Virtualized Platform.
You can deploy Avaya Proactive Contact 5.1.2 OVA on VMWare ESXi Version 5.0, 5.1, 5.5, or 6.0.
Older releases of Proactive Contact are not supported on CSR3. However, you can migrate from
any of the current supported hardware running any version of Proactive Contact to CSR3 running
Proactive Contact 5.1.2. You can either upgrade on the existing Proactive Contact 5.1.1 server or
install PC 5.1.1 using CSR3 and virtualized platform, and then upgrade to PC 5.1.2.
Support for TLS 1.0 and High Ciphers
From Release 5.1.2, Avaya Proactive Contact supports Transport Layer Security (TLS) 1.0 and
High Ciphers. This enhancement is for improved security.
Shadow jobs in preview mode
From Release 5.1.2 of Proactive Contact, you can configure shadow jobs to be available in
preview mode. With this feature, an agent can view the details of a shadow job in the preview
mode before dialing out to a customer.
Support for an external syslog server for logging
Avaya Proactive Contact supports storing of logs on an external syslog server. Users can
configure the logs that need to be stored.
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Manual Dialing
Manual Dialing
Proactive Contact introduces a new dialing mode called the Manual Dialing mode that is available
only with Preview jobs. In the Manual Dialing mode, the dialer presents the call record to the
agents for previewing and does not automatically dial the number. The agent must click a button to
dial or cancel the call. Using Manual Dialing, an agent can dial a number through Proactive
Contact or a third-party application.
Java, WebLM, and Tomcat upgrades
Avaya Proactive Contact upgrades the Java platform on the dialer and supports the following
versions of Java, WebLM, and Tomcat:
• Java version 7.0.91
• WebLM version 6.3
• Tomcat version 7.0.55
Log customization
Prior to Proactive Contact Release 5.1.2, users collected logs using the get_logs tool. However,
the get_logs tool collected all the logs and users could not select specific logs. In Proactive
Contact Release 5.1.2, users can capture specific logs or system details using the following
scripts:
• collect_logs
• get_info
• config_debug
Microsoft Windows versions supported
Avaya Proactive Contact Release 5.1.2 applications (PC Agent, Supervisor suite, APIs (Agent
API), and Event SDK) support Microsoft Windows Vista Enterprise Edition, Microsoft Windows 7,
8.1, and 10, and Microsoft Windows Server 2008.
Avaya Proactive Contact Release 5.1.2 does not support Microsoft Windows XP.
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Chapter 3: Interoperability
Product compatibility
For the latest and most accurate compatibility information, go to https://support.avaya.com/
CompatibilityMatrix/Index.aspx.
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Chapter 4: Deployment options
Proactive Contact system
In a Proactive Contact system implementation, a single large system cabinet holds all the system
components.
This implementation includes the following hardware components:
• System cabinet
• Proactive Contact digital switch
• Enhanced Network Bus Controller (ENBC) I/O Transition Module
• Proactive Contact system CPU
• Maintenance modem (United States and Canada only)
• Administrator console
• Console/Remote Access server
• Agent workstation (customer provided)
• Supervisor workstation (customer provided)
• Printers
• Uninterruptible Power Supply (UPS)
Related links
Proactive Contact stand-alone system on page 28
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Deployment options
Proactive Contact stand-alone system
1
Proactive Contact system cabinet
2
Administrator workstation
3
Supervisor workstation
4
Agent workstation
5
Agent workstation
6
Printer
7
PSTN
Related links
Proactive Contact system on page 27
Proactive Contact with PG230RM
Proactive Contact with PG230RM implementation uses the same components as the Proactive
Contact system implementation option, but in a smaller system cabinet. In this implementation,
Avaya provides only the Avaya PG230RM switch and a DVD containing the Proactive Contact
software applications. The customer purchases the other system components including the Red
Hat Enterprise Linux platform and client machines.
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Proactive Contact with PG230RM
For more information, see Planning and Prerequisites for Proactive Contact.
Proactive Contact with PG230RM supports several switches. You must configure the switch for
agent blending on Proactive Contact with PG230RM.
Related links
Proactive Contact with PG230RM on page 29
Proactive Contact with PG230RM
The following diagram shows the Proactive Contact system with the PG230RM. It shows a typical
system using a PG230RM switch with agent telephones attached to an Avaya PBX. Inbound calls
come into the call center from the PSTN to the Avaya PBX. Agents attached to the Avaya PBX are
given a port on the PG230RM switch through an acquire call or dialback call from the PG230RM
switch to the Avaya PBX. The Avaya Proactive Contact Server determines when to make calls and
uses the PG230RM switch to place outbound calls using the PSTN or the Avaya PBX. The agent
workstations are on the LAN. Information is sent to the agent workstation from the HP ProLiant
DL360 G8/G9 or HP ProLiant DL385 G5 server to be used by the agent or customized agent API
application. Administrator and Supervisor are clients of the system for configuration and
management.
Note:
If you have deployed Proactive Contactin a virtualized environment, you need PG230RM to be
on the same LAN as Avaya Proactive Contact Virtual Machine.
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Deployment options
1
HP ProLiant DL360 G7/G8/G9 or HP ProLiant DL385 G5 server
2
Avaya PG230RM
3
Avaya PBX
4
Agent workstation
5
Agent workstation
6
Administrator workstation
7
Supervisor workstation
8
Printer
9
PSTN
Related links
Proactive Contact with PG230RM on page 28
Proactive Contact with CTI
The Proactive Contact with Computer Telephony Integration (CTI) deployment option provides a
low-cost, CTI-enabled alternative to Proactive Contact system and Proactive Contact with
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Proactive Contact with CTI
PG230RM options. Proactive Contact with CTI is a software solution that uses Avaya
MultiVantage Application Enablement Services (AES) to communicate with the Avaya
Communication Manager (CM) switch.
Note:
Configure Proactive Contact with CTI to use AES to communicate with Avaya CM.
APC connects to Application Enablement Services (AES) by using an encrypted connection.
Administrator opens ports 1066-1081 on the AES for Soft dialer or Agent Blending.
For more information on Proactive Contact with CTI, see Planning and Prerequisites for Proactive
Contact.
Related links
Proactive Contact with CTI diagram on page 31
Proactive Contact with CTI diagram
The following diagram shows a system using Application Enablement Services (AES) for handling
and placing outbound calls. Inbound calls come into the call center from the PSTN to the Avaya
PBX and outbound calls go to the PSTN from the Avaya PBX. The sever (to be used by the
Proactive Contact agent or customized agent API application) sends information to the agent
workstation. The agent workstations are on the LAN. Information is sent to the agent workstation
from the server to be used by the Proactive Contact agent or customized agent API application.
Administrator and Supervisor are clients of the Proactive Contact system for configuration and
management.
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Deployment options
1
Proactive Contact Server
2
Application Enablement Services
3
Avaya PBX
4
Agent Workstation
5
Agent Workstation
6
Printer
7
Supervisor Workstation
8
Administrator Workstation
9
PSTN
Related links
Proactive Contact with CTI on page 30
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Deployment options features
Deployment options features
Almost all features are supported in the same way for both the options of Proactive Contact: with
PG230RM, and with CTI
For more information, see Capacity section in the Planning for Avaya Proactive Contact.
Related links
Features supported through Avaya PBX on page 33
Supported features with differences for CTI on page 34
Features supported through Avaya PBX
Inbound
Inbound calls do not come into the system directly. If agents get inbound calls,
they can answer the calls from either their telephones or softphones if they
have them. The system tracks inbound calls and does not deliver calls to an
agent until the inbound call is released.
Direct calls
Direct calls are calls that an agent can get at their telephone such as personal
calls. This is one of the system features based on inbound. If agents use their
telephone or softphone to answer the call, the system will not deliver any
further calls to the agents until the agents hang up the direct calls.
Manual calls
This feature allows an agent to place a new call when an agent has an open
line after ending a call. With Proactive Contact with CTI, the agent needs to
use their telephone or softphone to make manual calls.
Field calls
An agent can make field calls by placing the cursor on a field. Proactive
Contact with CTI does not work with field calls.
Transfer calls
of any kind.
Agents can transfer their outbound call through their telephones or
softphones if they have one. The agent still needs to release the line (unless
AUTOWRAP feature is enabled) and release the record. Proactive Contact
with CTI supports the capability to put data in the UUI field so that if a call is
transferred to another phone on the PBX, a softphone application can use the
UUI field to provide screen pops. Use of the UUI field requires softphone
application development work. PC Agent does not perform the UUI transfer.
Conference
calls
Agents can conference their outbound call with other agents or supervisor
through their telephones or softphones if they have one but they cannot
conference the call within the system application.
Call hold/off
hold
Agents can place their outbound call on hold through their telephones or
softphones if they have one but they can not do this within the system
application.
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Deployment options
Agent
telephone
buttons
For Proactive Contact with CTI the PC Agent application removes the buttons
for the transfers, conferences, or holds telephone features.
Note:
If the character-based agent application is being used, configure the keys
file without the keys to do transfers, conferences, or holds.
Reports
Call handling from the telephone or softphone does not get reported in the
Proactive Contact reports.
ANI support
There are ways, using ARS partitioning for example, to implement this feature
through the Avaya PBX, but it is not easily changed once it is configured.
Supervisor
monitoring
This feature in implemented through the Avaya ACD feature called Service
Observe.
Related links
Deployment options features on page 33
Supported features with differences for CTI
Voice
messages
All voice messages reside on the Avaya PBX and are described there as
announcements. Announcements can be integrated or external. Integrated
announcements reside on a circuit pack in the carrier. External announcements
are stored on an adjunct, and played back from the adjunct equipment. For
more complicated messages, vectors can be configured on the Communication
Manager and the VDN for the vector can be used.
Wait Queue
messages
Wait queue messages are configured on the Avaya PBX in vectors. These
are the same vectors used by the make call VDN. A vector is a series of
commands that tell the system how to handle calls. After a call is classified, it
follows the steps in the vector. If the call is not immediately delivered to an
agent, there must be a step in the vector to play an announcement. There can
be a series of announcement steps to play different messages as the called
party waits for an agent. The announcement is interrupted when an agent
becomes available. The wait queue messages do not need to be configured
in the voicemsg.cfg file on the system.
Virtual agent
and agent
delivered
messages
Virtual agent messages and agent delivered messages are
configured in the voicemsg.cfg file on the system. An outbound call is
transferred to the announcement port and disconnects at the end of the
announcement.
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Deployment options features
Greeting and
agent blend
messages
Placing a call from the agent phone to the announcement extension
implements greeting and agent blend messages.
Record
specific
messages
The Record specific messages feature is not supported in a CTI system.
Stringing of
voice
messages
To play multiple messages for the virtual agent message feature and the
agent delivered message feature:
• A vector needs to be configured
• The announcement extensions are configured in the vector
• The voicemsg.cfg file lists this vector's Vector Directory Number (VDN) as
the voice message extension.
Line groups
Line groups are associated with a vector on the Avaya PBX. The vector is
identified by its VDN. This VDN is used by the system to make predictive calls.
The make call vdn is configured within the job configuration.
Agent
Blending
The only difference with Agent Blending is that after an agent is acquired for
outbound calling, instead of the call to acquire the agent remaining connected,
the agent work mode is changed to AUX and the call is disconnected. A reason
code can be sent with the change of the work mode so that CMS reporting can
determine that this is a acquire call. The CMS has to be configured to interrupt
the reason code. When the agent is released to inbound, the work mode is
changed to either Manual In or Auto In depending on configuration on the
system and the agent is able to take inbound calls.
Managed
Dialing
(Preview)
Both Proactive Contact with PG230RM and Proactive Contact with CTI options
support two modes of Managed Dialing. In one mode the agent classifies
the call (busy, no answer, answer machine, and so on). In the other mode the
call is classified by the switch. If a system with CTI only does managed calling
with the agent doing the call classification, then the Avaya PBX does not need
the additional call classification ports.
Enserver
events
This event contains the Universal Call ID, a unique tag assigned to a call on the
Avaya PBX. It is used by Avaya IQ to match calls made by the system with calls
as reported from the Avaya PBX.
Beep
detection
Enables the system to leave a message after detecting the last beep of an
answering machine. Beep detection cannot be done with Application
Enablement Services (AES). Proactive Contact with CTI does not support this
feature.
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Deployment options
Related links
Deployment options features on page 33
Proactive Contact with CTI or PG230RM pods
Proactive Contact can be configured in a pod environment. A pod can have up to ten systems
connected by a Mid-Tier structure (either the Mid-Tier of one of the ten systems or a stand-alone
Mid-Tier). The systems included in a pod are a group of more than one Proactive Contact with
PG230RM systems, or Proactive Contact with CTI. However, you cannot have a mix of PG230
and Proactive Contact with CTI. A pod can share features such as calling lists, job, phone
strategies, and record selections. A job on one system can use a calling list from another system
in the pod. Multiple systems calling the same list at the same time provide scalability on a sign
campaign beyond the physical limitations of one system. The shared list feature allows the agent
capacity of multiple systems to be used for a single job. The supervisor can monitor, control, and
administer multiple systems from a single Supervisor interface.
Each system in a pod can be connected to a separate or to the same Application Enablement
Services (AES) system depending on the network traffic and network configuration. If the system
is configured for Agent Blending, the blending system can use the same AES system.
A pod's primary system runs the Mid-Tier software and controls that pod’s data management.
Every pod must have a primary system. Secondary systems feed data to the primary system that
processes the data and makes it available for monitoring and reporting. Therefore, a supervisor
can view status or create reports for the operations of all the systems in the pod. The secondary
system is any system in a pod that reports data to and is coordinated with other secondary
systems by a primary system. One secondary system can also be configured to take over primary
functions in the event of a primary system failure.
Note:
For better performance, in a POD having 4 or more dialers, it is recommended not to perform
any dialing activities on the dialer running the Mid-Tier services. Use this dialer for
administrative and reporting purposes.
You can perform the dialing activities on the secondary dialer.
Related links
PG230RM and CTI pods on page 37
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Proactive Contact with CTI or PG230RM pods
PG230RM and CTI pods
Related links
Proactive Contact with CTI or PG230RM pods on page 36
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Deployment options
Proactive Contact in non-telephony mode
Avaya Proactive Contactintroduces the Manual dialing feature so that the dialer does not dial a
call automatically. An agent must dial the phone number manually.
If you want to have a dedicated Proactive Contact server setup with non-telephony mode, you can
convert the dialer into the non-telephony mode from the Installation and Configuration CUI menu.
In this setup, the dialer does not have any dialing capability. The agent must manually dial using a
third-party software. This dialer setup cannot have predictive, preview, blend, or virtual jobs.
When you convert your dialer into the non-telephony mode, the system sets the following
parameters automatically in the master.cfg file:
• SWITCHTESTMODE: YES
• SWITCHTYPE:DIGITAL
The system sets the following parameters in the Job template:
• TESTMODE:VOICE=100
• PVLENGTH:0
• SHADOW_IN_PREVIEW: YES
• MANUAL MODE: YES
• THIRD_PARTY_DIAL: YES
In the non-telephony mode, an agent cannot dial using the Proactive Contact dialer. The agent
can preview a customer record in Proactive Contact Agent application, but must use a third-party
application for dialing.
To use the Click to dial functionality of the Proactive Contact Agent application for dialing, you
must integrate a third-party application with your Proactive Contact Agent. The Click to dial
functionality is disabled on your Proactive Contact Agent if you do not integrate a third-party
application with your Proactive Contact Agent.
When your dialer is in the non-telephony mode, you can have only manual dial-enabled preview
jobs. The system displays the following an error message if you try to run a predictive, managed,
virtual, or an inbound job in the non-telephony mode:
The dialer is in non-telephony mode. Only manual mode jobs are allowed
to run.
Note:
After your dialer is converted into the non-telephony mode, contact Avaya Services to revert to
the telephony mode.
Converting a dialer into non-telephony mode
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Manual dialing in telephony mode
Procedure
1. Log in to the dialer as an admin user.
2. Type the check_pds command to verify whether the dialer processes are stopped.
3. Type the stop_pds command to stop the dialer processes.
4. Switch to sroot user.
5. Type menu install and press Enter.
6. In the INSTALLATION AND CONFIGURATION screen, type 3 to select Configure the
system and press Enter.
7. In the SYSTEM CONFIGURATION screen, type 6 to select Convert Dialer into NonTelephony mode and press Enter.
8. At the Are you sure you want to convert the dialer into the nontelephony mode? prompt, type Y and press Enter.
Manual dialing in telephony mode
If you have an existing Proactive Contact setup, you can use the Manual dialing feature with
managed jobs. You can also have the existing dialing options, such as predictive and virtual in this
setup. You can configure Manual dialing using Proactive Contact or a third-party software.
You must enable the Manual Mode Dialing setting for a managed job to use the Manual dialing
feature.
In telephony mode, if an agent wants to dial using a third-party software, the agent requires two
phones or extensions. The agent logs in to Avaya Proactive Contact Agent with one phone and
dials the customer with another phone or application.
When the agent joins a manual dial-enabled preview job, the dialer displays a message, Job is
in Manual Mode.
Manual dialing in telephony mode works in both CTI dialer and Proactive Contact with PG230.
For a Proactive Contact with PG230 (hard dialer) setup, two options are available for an agent to
place a manual call:
• The agent phone can have multi-line appearance. In this case, the first line appearance is
occupied by the nail up call from the dialer. The second line appearance can be used by the
agent to place the manual call.
• The agent can use a separate phone/application (other than the phone used by the nail up
call) for placing a manual call.
For a CTI (soft dialer) setup, the agent must use a separate phone/application (other than the
phone used by the nail up call) for placing a manual call.
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Deployment options
Manual dialing configurations for telephony mode
Three options are available for manual dialing in telephony mode. Agents must enter a valid
headset number while logging in to the dialer from the Proactive Contact Agent application.
Dialing manually using an associated telephone
To use this option, the following configuration is required in a job:
• MANUALMODE:YES
• THIRD_PARTY_DIAL:YES
Dialing manually using Proactive Contact dialer
In this option, an agent must enter the telephone number in the manual dial entry box on Proactive
Contact Agent to dial the number. To use this option, the following configuration is required in a
job:
• MANUALMODE:YES
• THIRD_PARTY_DIAL:NO
Dialing manually using another application
In this option, an agent uses the Click to dial functionality to dial the number. To use this option,
the following configuration is required in a job:
• MANUALMODE:YES
• THIRD_PARTY_DIAL:YES
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Chapter 5: Preinstallation preparation
Performing a site inspection
About this task
Prior to installing and configuring the Proactive Contact system, you must perform a site
inspection to ensure successful implementation.
Procedure
1. Locate the packing list and verify shipment of all required items. Look for items that were
“shorted” during the original shipment. This means that the items were not in stock on the
ship date, and were placed on back order.
a. Verify that back-ordered items have been received.
b. If any back-ordered items are still missing, escalate the problem to your Project
Manager or Avaya Sales Representative.
2. Locate all hardware components and verify that the equipment has no visual damage.
3. Verify that all customer provided equipments (server, remote access solution, network
connections) meet specifications.
4. (optional) If your site uses dedicated headsets:
a. Verify that there are the correct number and gender of headset connection(s)
terminating at the system cabinet.
b. Verify the termination of cabling at the workstations for completeness and availability
for testing.
c. Obtain a site layout and identify the workstation to headset number correlation. You
do this by mapping workstations to amphenol(s).
5. (optional) If your site uses dial-back/ACD headsets:
a. Verify ACD dial pattern to 'Dial Back' the workstation's phone and availability for
testing. To do this, you must identify the key code to be entered by agents.
b. Obtain a site layout and identify all workstation's phone extensions.
6. (optional) If your site uses dial-in headsets:
a. Verify the correct number and gender of headset connections terminating at the
system cabinet.
b. Verify ACD dial pattern to dial in to the system.
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Preinstallation preparation
c. Identify all extensions as they correspond to the key codes entered by agents and
determine availability for testing.
7. Verify the Ethernet connection and network addresses for all system components. If this
system includes the PG230RM, verify that an isolated segment exists to run from
PG230RM to the CPU and remote access solution. Verify with customer that these are the
actual addresses to be used.
8. Verify the following telephone line requirements
a. The correct number of DB-15 connections (T1) or Amphenol cables (Analog/E&M)
exist to match total of Outbound/Inbound/Transfer ports
b. The client's switch/CO configuration matches the specified interface requirements. For
example: E&M 4-Wire, Wink Start.
c. The modem line (DID telephone line) is installed for support router or any other
remote access device.
d. The inbound hunt group number exists if inbound lines are to be configured.
9. Verify host connectivity.
Determine availability for file transfer testing.
10. Verify digital switch preparation.
11. Verify that there is adequate space for system cabinet(s). Access to front and back sides of
cabinet(s) is necessary for maintenance purposes.
Agent workstation requirements
Each agent workstation consists of a computer and a voice connection. During jobs, agents use
the workstation to talk to customers and update customer records.
Agent workstations can be network connected or serial connected, that is, direct connected. The
Proactive Contact system provides quality service using network connected computers. The
Proactive Contact system supports connections to an Ethernet network. The Proactive Contact
system uses the TCP/IP protocol to move data to the agent workstations and back. These
systems can use the Avaya graphical user interface or through Agent API.
Agent workstation hardware requirements
The following are the hardware requirements for Microsoft Windows Vista Enterprise Edition (32bit or 64-bit), Microsoft Windows 7 Enterprise Edition (32-bit or 64-bit), Microsoft Windows 8.1
Enterprise Edition (32-bit or 64-bit), Microsoft Windows 10 Enterprise Edition (32-bit or 64-bit), and
Microsoft Windows Server 2008 SP2 Enterprise Edition (32-bit or 64-bit):
• 1.3 GHz (Dual Core) Processor.
• 2 GB RAM.
• 2 GB free disk space.
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Supervisor workstation requirements
• DVD drive.
• Network capable.
• Microsoft Internet Explorer 8.0 or later.
Note:
For information about additional hardware requirements to support these operating systems,
go to the Microsoft website.
Agent workstation software requirements
• Microsoft Windows Vista Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 7 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 8.1 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 10 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows Server 2008 SP2 Enterprise version (32-bit or 64-bit)
Note:
Your services agreement with Avaya Professional Services does not include Integration
development and consulting.
• If you are using an Agent API solution, provide network-connected agent computers. The
Proactive Contact Agent session communicates through the Agent API to the system. An
emulation session is not necessary.
The Proactive Contact Agent application broadcasts record information via DDE. If you are
creating a cut and paste solution to your host, the host emulation session must support DDE.
You are responsible for creating any cut and paste solution, unless you have contracted with
Avaya Professional Services (APS) for this cut and paste work. If you have contracted with
APS to create a cut and paste solution to your host, you will be asked to provide the host
emulation software name, for example, Reflections and the host emulation software type, for
example, vt100 or 3270.
Supervisor workstation requirements
Supervisor workstations are network-attached computers. Supervisor workstations require a
headset or phone. Identify and dedicate workstations for each Proactive Contact Supervisor
license purchased. The location of Supervisor workstation can vary based on your operational
requirements.
Proactive Contact Supervisors use these workstations to:
• Set up and manage system settings
• Set up jobs
• Monitor calling activity
• Produce call center reports
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Preinstallation preparation
Supervisor workstation hardware requirements
The following are the hardware requirements for Microsoft Windows Vista Enterprise Edition (32bit or 64-bit), Microsoft Windows 7 Enterprise Edition (32-bit or 64-bit), Microsoft Windows 8.1
Enterprise Edition (32-bit or 64-bit), Microsoft Windows 10 Enterprise Edition (32-bit or 64-bit), and
Microsoft Windows Server 2008 SP2 Enterprise Edition (32-bit or 64-bit):
• 1.3 GHz (Dual Core) Processor.
• 2 GB RAM.
• 2 GB free disk space.
• DVD drive.
• Network capable.
• Microsoft Internet Explorer 8.0 or later.
Note:
• For information about additional hardware requirements to support these operating
systems, go to the Microsoft website.
• If the Supervisor workstation machine has multiple network interfaces and the dialer is
not accessible through any of the network interfaces on the workstation, the data in all
the Monitor applications connected to the dialer might freeze for 15 minutes when the
user runs the Monitor application from this workstation.
Supervisor workstation software requirements
• Microsoft Windows Vista Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 7 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 8.1 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows 10 Enterprise Edition (32-bit or 64-bit)
• Microsoft Windows Server 2008 SP2 Enterprise version (32-bit or 64-bit)
• Microsoft 32-bit ODBC
Note:
If you install a version of Oracle client on the system and the setup detects the Oracle client
environment settings, the setup overwrites the existing Oracle environment variables.
Proactive Contact software architecture
The Proactive Contact system consists of a dialing server system, Mid-Tier services software, and
client software. The diagram below shows these system components.
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Telephony requirements (CTI option)
Telephony requirements (CTI option)
Proactive Contact uses Avaya Application Enablement Services (AES) to support the Proactive
Contact with CTI deployment option. An Avaya PBX is used for all connections between agents,
customers, and transfer-to and consult-to parties.
For predictive dialing to occur, the PBX also includes a TN744 card and other appropriate options
for automated call progress analysis (CPA). This configuration does not use the Avaya PG230RM
outbound dialing switch.
You require TN744 for using G650 Media Gateway, or alternatively, G430 Branch Gateway or
G450 Branch Gateway.
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Preinstallation preparation
Related links
Avaya PBXs and equipment supported on page 46
PBX hardware options on page 46
CTI software supported on page 47
PBX features / options required for Proactive Contact on page 47
Avaya PBXs and equipment supported
For the latest and most accurate compatibility information, go to https://support.avaya.com/
CompatibilityMatrix/Index.aspx.
PBX and Proactive Contact system quantities
Multiple Proactive Contact systems can use one Avaya PBX. Any given Proactive Contact system
can be connected to only one PBX.
Related links
Telephony requirements (CTI option) on page 45
PBX hardware options
In the following table:
• With CPA indicates whether or not the option or requirement applies when the system does
predictive calling, or managed calling with automated call classification (CPA - Call
Processing Analysis).
• No CPA indicates whether or not the option or requirement applies when the system does
only managed calling without CPA (the agent has to determine the status of the far end
station for every call made).
Switch equipment options
With CPA
No CPA
TN744 Call Classifier Card(s) - Latest version is TN744-E
however newer versions can be available.
Yes
No
Announcement boards or equivalent for voice messaging
Yes
Yes
More outgoing ports to account for increased calling rates
Yes
Yes
You require TN744 for using G650 Media Gateway, or
alternatively, G430 Branch Gateway or G450 Branch
Gateway.
To calculate the number of cards needed, contact your
Avaya Sales or Support Representative.
Related links
Telephony requirements (CTI option) on page 45
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Telephony requirements (CTI option)
CTI software supported
AES support
Version 3.x. and later. AES requires the following:
• One TSAPI Basic license for each agent
• One $0.00 TSAPI Advanced license for the CTI Dialer if doing Predictive Dialing. The
material code will be one of the following:
NPL
SMC
Description
$0
201923
AES PROPRIETARY BNDL SML
$0
201924
AES PROPRIETARY BNDL MEDIUM
$0
201925
AES PROPRIETARY BNDL LG
Related links
Telephony requirements (CTI option) on page 45
PBX features / options required for Proactive Contact
In the following table:
• With CPA indicates whether or not the option or requirement applies when the system will do
predictive calling, or managed calling with automated call classification (CPA - Call
Processing Analysis).
• No CPA indicates whether or not the option or requirement applies when the system will do
only managed calling without CPA (the agent has to determine the status of the far end
station for every call made).
Switch equipment options
With CPA
No CPA
TN744 Call Classifier Card(s) - Latest version is TN744-E
however newer versions can be available.
Yes
No
Announcement boards or equivalent for voice messaging
Yes
Yes
More outgoing ports to account for increased calling rates
Yes
Yes
You require TN744 for using G650 Media Gateway, or
alternatively, G430 Branch Gateway or G450 Branch
Gateway.
To calculate the number of cards needed, contact your
Avaya Sales or Support Representative.
Switch feature
Computer
Telephony
This provides ASAI Link Core and
ASAI Link Plus feature capabilities.
With CPA
No CPA
Yes
No
Table continues…
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Preinstallation preparation
Switch feature
Adjunct
This is a system wide feature. The
Links
order process remains the same
however.
With CPA
No CPA
Required
Required
Yes
Not required but
site can have
other ARS needs
Yes
No
Yes
No
Yes, but only if
the system is
using agent
blending
Yes, but only if
the system is
using agent
blending
Yes
No
If the site already has a non-Avaya
product using AES with ASAI Link
Core capabilities and ASAI Link Plus,
you must still use and enable
Computer Telephony Adjunct Links.
Agent
States
and EAS
The PBX needs to be configured for EAS
and can run without agent states, but it is
better if they are provided. When they are
provided and an agent uses the phone for
other purposes, the system makes the
agent unavailable for outbound calling.
Auto Route Selection (ARS)
Call Classification
Universal Call
Identifier
(UCID)
A call identifier that has a unique
value for each call, and is provided
through the CTI link to the system.
Phantom extensions
VDNs and Vectors
Note:
If an agent who is acquired to outbound leaves the job, and tries to logoff from the ACD
phone, the agent first disconnects the acquired call on the ACD. The agent keeps getting
repeated acquire calls from the Dialer. If the agent tries to logoff from the ACD by selecting
logoff, the PBX does not recognize the logoff key as the acquire call on the agent's ACD
phone is ringing. If the agent tries to receive the acquired call, the call drops and relaunches
another acquired call. This process continues repetitively. This leaves the agent in a state
where the agent cannot logoff from the ACD.
To resolve this issue, the PBX must have a mechanism to put the agent into AUX-Work mode
after receiving an acquire call through the acquire VDN. When an agent leaves the job and is
yet to logoff from the ACD, the agent will already be in AUX state, so even if the Dialer
launches acquire calls on the VDN, the agent will not receive the call. If the agent selects
logoff on the ACD phone, the PBX will recognize the agent selection and will allow the agent
to logoff from the ACD phone.
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Telephony requirements (CTI option)
Related links
Telephony requirements (CTI option) on page 45
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Chapter 6: Licensing
PLDS overview
Avaya Product Licensing and Delivery System (PLDS) provides customers, Avaya Partners,
distributors, and Avaya Associates with tools for managing license entitlements and electronic
delivery of software and related license files.
Using PLDS, you can perform operations such as license activations, license upgrades, license
moves, and software downloads.
Installation software packages for Avaya products are available as OVA and ISO files on PLDS.
Users can download the OVA files or the ISO images to a computer, and choose to either burn a
DVD for installation or transfer the file to the target server for installation.
You can check PLDS to determine if a later service pack or software release is available. If
updates do exist, see the appropriate upgrade procedures, contact Avaya, or contact the Avaya
Partner Service representative.
When you place an order for a PLDS-licensed software product, the license entitlements on the
order are automatically created in PLDS. When the license entitlements are created, PLDS sends
you an email notification. The email notification includes a license activation code (LAC). Using
LAC, you can find and activate the newly purchased license entitlements in PLDS. You can then
download the license file.
Important:
You must provide the WebLM host ID to activate the license file in PLDS. You can view the
WebLM host ID in the WebLM Server Properties page.
Examples of license management tasks that you can perform in PLDS include:
•
•
•
•
Adding more license entitlements to an existing activation
Upgrading a license file to a new major release
Moving license entitlement activations between license files
Regenerating a license file with an new host ID
Activating license entitlements
Before you begin
Obtain the host ID of the Proactive Contact WebLM server if you are activating license
entitlements on a new license host.
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Activating license entitlements
About this task
Use License Activation Code (LAC) to activate one or more license entitlements from the available
licenses. After successful activation of the license entitlements, PLDS creates an activation record
and sends an activation notification email message to the customer who is registered with the
entitlements. The activation record and activation notification provide details on the number of
activated licenses and the license host. The license file can be accessed on the License/Keys tab
of the Activation Record in PLDS and is also an attachment to the activation notification email
message.
You must install the license file on the Proactive Contact WebLM server to use the licenses.
Procedure
1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.
2. Enter your Login ID and password to log on to the PLDS website.
3. In the LAC(s) field of the Quick Activation section, enter the LAC that you received in an
email message.
Note:
If you do not have an email message with your LAC, see “Searching for entitlements”
and make a note of the appropriate LAC from the LAC column.
Note:
The Quick Activation automatically activates all license entitlements on LAC. However,
you can remove line items or specify the number of licenses to activate from the
available licenses.
4. Enter the License Host information.
You can create a new license host or use an existing license host.
5. Click Next to validate the registration detail.
6. Enter the License Host information.
The Host ID of the Proactive Contact WebLM server. The Host ID is obtained from the
Server Properties page of the Proactive Contact WebLM server where the license file is
installed.
7. Type the number of licenses that you want to activate.
8. Review the Avaya License Agreement and accept the agreement.
9. Perform the following steps to send an activation notification email message:
a. In the E-mail to field, enter the email addresses of the additional activation notification
recipients.
b. Enter the comments or special instructions in the Comments field.
c. Click Finish.
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Licensing
10. Click View Activation Records.
• The Overview tab displays a summary of the license activation information.
• The Ownership tab displays the registration information.
• The License/Key tab displays the license files resulting from the license activation. In
general, a single license file will be generated for each application.
From the License/Key tab, you can view and download the license file. Install each license
file on the Proactive Contact WebLM server associated with the License Host.
Searching for license entitlements
About this task
Use the functionality to search for an entitlement by using one or all of the following search
criteria:
• Company name
• Group name
• Group ID
• License activation code
PLDS also provides other additional advanced search criteria for searching license entitlements.
Note:
Avaya associates or Avaya Partners can search license entitlements only by company name.
Procedure
1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.
2. Enter your Login ID and password to log on to the PLDS website.
3. Click Assets > View Entitlements.
The system displays Search Entitlements page.
4. To search license entitlements by company name, type the company name in the
%Company: field. To see a complete list of companies before you search for their
corresponding entitlements, do the following:
a. Click the magnifying glass icon.
b. Type the name or several characters of the name and a wildcard (%) character.
c. Click Search Companies.
d. Select the company name from the list.
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Moving activated license entitlements
Tip:
You can use a wildcard (%) character if you do not know the exact name of the
company you are searching for. For example, if you enter Av%, the system searches
for all the company names starting with the letter Av. You can enter a wildcard
character at any position in the search criteria.
5. To search license entitlements by group name, enter the appropriate information in the
%Group name: or %Group ID: fields.
Group Names or IDs are specific to Functional Locations and Sold-To’s that define the
actual location of equipment and software.
Tip:
You can use a wildcard character if you do not know the exact name of the group you
are searching for. For example, if you enter Gr%, the system searches for all the
groups starting with the characters Gr. You can enter a wildcard character at any
position in the search criteria.
6. To search license entitlements by LAC, enter the specific LAC in the %LAC: field.
Tip:
If you do not know the exact LAC that you want to search, use a wildcard character.
For example, if you type AS0%, the system searches for all LACs starting with AS0.
You can enter a wildcard character at any position in the search criteria.
You will receive LACs in an e-mail if you have provided the email address in the sales
order. If you do not have this code, search by using one of the other search criteria.
7. To search license entitlements by application, product or license status, select the
appropriate application, product, and/or status from the field.
8. Click Search Entitlements.
Result
The system displays all corresponding entitlement records at the bottom of the page.
Moving activated license entitlements
Before you begin
Ensure that you obtain the host ID or license host name of the license host:
• From which the activated license entitlements are moved
• On to which the activated license entitlements are moved
About this task
Use this functionality to move activated license entitlements from one license host to another. You
can chose to move all or a specified quantity of license entitlements.
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Licensing
Note:
If you move a specified number of activated license entitlements from one host to another by
using the Rehost/Move transaction in PLDS, two new license files are generated:
• One license file reduces the number of license entitlements on the license host from
which you are moving license entitlements.
• One license file increases the number of license entitlements on the license host to which
you are moving license entitlements.
Install each of these license files on the appropriate server.
If you move all activated license entitlements, only one license file is generated. Install this
new license file on the license host to which you are moving license entitlements. Remove the
license file from the license host from which you are moving all license entitlements.
Procedure
1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.
2. Enter your Login ID and password to log on to the PLDS website.
3. Click Activation > Rehost/Move from the Home page.
4. Click View Activation Record information to find and select licenses to rehost or move.
You can search the activation records by the Company name, license host, Group name or
ID using the Search Activation Records functionality.
Note:
If you are an Avaya associate or Avaya Partner, enter the search criteria and click
Search Activation Records.
5. Select Rehost/Move for the license host from which you are moving license entitlements.
6. In the Search License Hosts field, enter the license host to which you are moving license
entitlements.
Alternatively, you can click Add a License Host to select an existing license host.
7. Validate the Registration Detail, and click Next.
8. Enter the License Host information.
The Host ID of the Proactive Contact WebLM server. The Host ID is obtained from the
Server Properties page of the Proactive Contact WebLM server where the license file is
installed.
9. Enter the number of Licenses to move in the QTY column field and click Next.
10. Accept the Avaya Legal Agreement.
You can search the activation records by the Company name, license host, Group name or
ID using the Search Activation Records functionality.
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Regenerating a license file
11. Perform the following steps to send an activation notification email message:
a. In the E-mail to field, enter the email addresses of the additional activation notification
recipients.
b. Enter the comments or special instructions in the Comments field.
c. Click Finish.
12. Click View Activation Records.
• The Overview tab displays a summary of the license activation information.
• The Ownership tab displays the registration information.
• The License/Key tab displays the license files resulting from the license activation. In
general, a single license file will be generated for each application.
From the License/Key tab, you can view and download the license file. Install each license
file on the Proactive Contact WebLM server associated with the License Host.
Regenerating a license file
Procedure
1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.
2. Enter your Login ID and password to log on to the PLDS website.
3. Click Activation > Regeneration from the Home page.
4. Search License Activations to Regenerate.
You can search the activation records by the Company name, license host, Group name or
ID using the Search Activation Records functionality.
5. Click Regenerate from the appropriate record.
6. Validate the Registration Detail, and click Next.
7. Validate the items that will regenerate and click Next.
8. Accept the Avaya Legal Agreement.
You can search the activation records by the Company name, license host, Group name or
ID using the Search Activation Records functionality.
9. Perform the following steps to send an activation notification email message:
a. In the E-mail to field, enter the email addresses of the additional activation notification
recipients.
b. Enter the comments or special instructions in the Comments field.
c. Click Finish.
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Licensing
10. Click View Activation Record.
• The Overview tab displays a summary of the license activation information.
• The Ownership tab displays the registration information.
• The License/Key tab displays the license files resulting from the license activation. In
general, a single license file will be generated for each application.
From the License/Key tab, you can view and download the license file. Install each
license file on the WebLM server associated with the License Host.
Related links
Searching for license entitlements on page 52
Downloading software from PLDS
About this task
Note:
You can download product software from http://support.avaya.com also.
Procedure
1. In your web browser, type http://plds.avaya.com to go to the Avaya PLDS website.
2. Enter your Login ID and password to log on to the PLDS website.
3. On the Home page, select Assets.
4. Select View Downloads.
5. Search for the available downloads by using one of the following:
• An application type and the version number
• Download name
6. Click the download icon from the appropriate download.
7. When the system displays the confirmation box, select Click to download your file now.
8. If you receive an error message, click the message, install Active X, and continue with the
download.
9. When the system displays the security warning, click Install.
When the installation is complete, PLDS displays the downloads again with a check mark
next to the downloads that have completed successfully.
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Chapter 7: Implementing Custom
Certificates in Proactive Contact
Overview
Proactive Contact uses industry compliant SHA2 certificates as default certificates. These
certificates are located in the /opt/avaya/pds/openssl/SHA2 directory on the dialer.
Proactive Contact implements the same certificate on the dialer and its clients. For example, if the
dialer uses agent_cert.pem and ProactiveContactCA.pem, then the PC-Agent client desktop also
uses the same certificates for communicating with the dialer. This is the same for Supervisor as
well.
From Proactive Contact 5.2 onwards, this remains the default implementation. However,
customers will be able to deploy their own certificates which can be different on the dialer and any
of its clients. For example, if the dialer is configured to use agent_cert.pem, the PC-Agent
application can use either the same certificate as the dialer or any other custom certificate or viceversa. This is the same for Supervisor as well.
Certificate-set
The following certificate-set is required to use a custom certificate:
• User certificate (custom certificate)
• Private key of the user certificate
• CA certificate that signed the user certificate
Chained certificate-set
A chained user certificate is signed by an intermediate CA and not directly by the RootCA.
The following example depicts the signing or creation of a chained user certificate, where the
arrow means signed, issued, or created:
RootCA > IntermediateCA–1 > IntermediateCA–2 > IntermediateCA–3 > IntermediateCA–4 >
User certificate
The following certificate set is required if you are using a chained user certificate:
• User certificate (custom certificate)
• Private key of the user certificate
• Root CA
• All intermediate CAs
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Implementing Custom Certificates in Proactive Contact
Note:
When servers and clients use certificates for mutual authentication, the user certificate is
exchanged. This user certificate is validated against the CA certificate present locally with the
server or the client.
If the server and client are both using different certificates, then the server must contain the
CA certificate of the client to validate the client’s certificate. Similarly, the client must also
contain the CA certificate of the server in order to validate the server’s certificate.
If the server and/or client are using a chained certificate, then the CA certificate used to
validate the user certificate at either end must be a concatenation of the Root CA and all the
Intermediate CAs in the certificate chain. For more details, see Combining CAs on page 72.
Servers and clients
The following table lists the servers and clients in Proactive Contact deployment
Server
Example for Clients
LDAP (POD Dialer-1)
LDAP (POD Dialer-2)
Oracle Database
Oracle on Supervisor
Corba binaries
Supervisor Apps
Agent (on dialer)
PC-Agent, AgentAPI apps
Enserver
EventSDK apps
IMon, WebLM
Web browser
Listserver
dccserver, LSAPI apps
Note:
• Both servers and clients can use different certificates instead of using the same
certificate in the current or default implementation. The customer decides whether to use
the default certificate or a custom certificate. The customer can choose to use custom
certificates from the above list of servers and clients. Each server and each client can
have their own identity certificate.
• One user certificate can also be used for all the servers and clients listed above. Only in
the case of Ldap and Imon, the restriction so applies that the CN and SAN of the user
certificate should contain the hostname of the dialer. If you have obtained a user
certificate for LDAP with CN the same as the hostname of the dialer, you can use the
same certificate everywhere else.
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Implementation
Implementation
Standalone Dialer
The certificate for LDAP must have the CN field same as the hostname of the dialer.
For example, if the hostname of the dialer is ss52test, then the CN field in the subject of the
certificate must be as below:
Subject: C=IN, ST=MH, L=PN, O=AVAYA INDIA=RND, CN=ss52test
Following are the requirements for LDAP:
• User certificate with CN field same as the hostname of the dialer
• Unencrypted private key of the user certificate
• CA certificate used to sign the user certificate
Placement
1. Copy the user certificate inside /etc/openldap/certs/ as servercrt.pem
2. Copy the private key inside /etc/openldap/certs/ as serverkey.pem
3. Copy the CA certificate inside /etc/openldap/cacerts/ as cacert.pem
Note:
User can have them in a different directory and also name it differently. This is configurable
through /etc/openldap/slapd.conf file, using parameters- TLSCertificateFile,
TLSCertificateKeyFile, and TLSCACertificateFile.
POD Dialers
Complexity 1 — Different CAs
If the same CA is used to sign the user certificates for all the dialers in POD, then the same CA
certificate can be copied on all the dialers as mentioned in step 3 of Standalone Dialer.
However if the user certificates of all the dialers are created by different CAs, then all the CAs
must be combined or concatenated into one .pem (x509 format) file. This combined or
concatenated file must then be used as the CA certificate and copied on to all the dialers in POD
as mentioned in step 3 of Standalone Dialer.
For commands to combine the CAs, see Combining CAs.
Complexity 2 — Chained Certificate
If the user certificate is/are chained certificate, then obtain all the intermediate certificates
including the RootCA and the last CA to sign the user certificates.
The user certificate and the private key must be used in the same way as mentioned in steps 1
and 2 of Standalone Dialer.
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Implementing Custom Certificates in Proactive Contact
Now, the RootCA, intermediate CAs and the last CA used to sign the user certificate, must all be
combined or concatenated into one .pem (x509 format) file. The combined or concatenated file
must then be used as the CA certificate and copied on to all the dialers in POD as mentioned in
step 3 of Standalone Dialer.
For commands to combine the CAs, see Combining CAs.
Complexity 3 — Chained Certificate with different RootCAs in case of POD
For POD, if all the dialers are using chained user certificates, each having same or different
RootCAs, then you must obtain all the same or different intermediate CA certificates including the
same or different RootCAs and the same or different last CA used to sign the user certificates.
The user certificate and the private key must be used in the same way as mentioned in steps 1
and 2 of Standalone Dialer.
All these RootCAs, IntermediateCAs and the last CAs, must be combined or concatenated into
one .pem (x509 format) file. The combined or concatenated file must then be used as the CA
certificate and copied on to all the dialers in POD as mentioned in step 3 of Standalone Dialer.
For commands to combine the CAs, see Combining CAs.
Oracle Database
Oracle Database stores certificates in wallet. The wallet is present at /opt/dbase/wallet
directory on the dialer. The wallet must be of auto_login type.
Following are requirements for Oracle database wallet:
• User certificate — userCert.pem
• Unencrypted private key of the user certificate — userKey.pem
• CA certificate used to sign the user certificate — RootCa.pem
Related links
Creating a new wallet on page 60
Placement on page 61
Creating a new wallet
About this task
Oracle Database stores certificates in the wallet in the /opt/dbase/wallet directory on the
dialer. The wallet must be of the auto_login type.
Before you begin
To create a new wallet, ensure that you have the following files:
• User certificate — userCert.pem
• Unencrypted private key of the user certificate — userKey.pem
• CA certificate used to sign the user certificate — RootCa.pem
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Implementation
Procedure
1. Log in to the Proactive Contact Dialer.
2. Create a directory, and within the directory, create a wallet by using the following
command :
orapki wallet create -wallet ./ -auto_login -pwd password
Note:
delete the Note icon
User can choose the password but use this same password consistently for all the
below steps whenever prompted.
3. List the contents of the newly created wallet by using the command orapki wallet
display -wallet.
4. Remove all the existing certificates from the wallet by using the command orapki
wallet remove -trusted_cert_all -wallet.
5. Encrypt the private key by using the command openssl rsa -des3 -in
userKey.pem -out userKey2.pem.
6. Export them what is them? all and create a pkcs12 format keystore by using the command
openssl pkcs12 -export -in userCert.pem -inkey userKey2.pem certfile RootCa.pem -out test.p12.
7. Convert the pkcs12 format keystore into JKS keystore by using the command keytool importkeystore -srckeystore test.p12 -srcstoretype pkcs12 destkeystore test.jks -deststoretype JKS.
8. Convert the JKS keystore into an Oracle wallet by using the command orapki wallet
jks_to_pkcs12 -wallet . -keystore test.jks -pwd " password" -jkspwd
" password".
Related links
Oracle Database on page 60
Placement
Dialer:
1. Copy the wallet files ewallet.p12 and cwallet.sso to /opt/dbase/wallet
directory.
2. Ensure the permission of the wallet files are correct as per oracle:oinstall.
3. Configure the location of the wallet through /opt/dbase/OraHome2/network/admin/
sqlnet.ora.
Supervisor:
1. Copy the wallet files ewallet.p12 and cwallet.sso to <Sup_Install_Location>
\Services\3rdParty\Oracle11g\wallet\.
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Implementing Custom Certificates in Proactive Contact
2. Configure the location of the wallet through <Sup_Install_Location>\Services
\3rdParty\Oracle11g\sqlnet.ora.
Other:
1. Any other application using the database on the dialer must use the wallet files created
above to communicate with the dialer and reference the same in their sqlnet.ora.
Complexity 1 — Using chained certificate in Oracle Wallet
If the user certificate is a chained certificate, then obtain all the intermediate certificates including
the RootCA and the last CA used to sign the user certificates.
All these RootCAs, IntermediateCAs and the last CAs, must be combined or concatenated into
one .pem (x509 format) file. This combined or concatenated file must then be used as the CA
certificate in step 5.
For commands to combine the CAs, see Combining CAs.
Related links
Oracle Database on page 60
Internet Monitor
The certificate for Internet Monitor must have the CN and SAN (Subject Alternative Name) field
same as the hostname of the dialer or same as the DNS name of the windows system where IMon
or Tomcat is deployed.
Following are the requirements for IMon:
• User certificate with CN and SAN fields same as the hostname of the dialer or DNS name of
the Windows system — userCert.pem
• Unencrypted private key of the user certificate — userKey.pem
• CA certificate used to sign the user certificate — RootCa.pem
To create a new IMon keystore with the above custom certificate, private key and CA certificate
follow the step:
1. Export all into a .p12 file using the command openssl pkcs12 -export -out
imoncert.p12 -inkey userKey.pem -in userCert.pem -certfile
RootCa.pem. Use any password of your choice when prompted.
Complexity 1 — Using chained certificate for IMon
If the user certificate is a chained certificate, then you must obtain all the intermediate certificates
including the RootCA and the last CA used to sign the user certificates.
All these RootCAs, IntermediateCAs and the last CAs, must be combined or concatenated into
one .pem (x509 format) file. The combined or concatenated file must then be used as the CA
certificate in step 1.
For commands to combine the CAs, see Combining CAs.
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Implementation
Placement
The imoncert.p12 created in step 1, can be placed anywhere on the dialer or on the windows
server. It should be referenced correctly inside server.xml file, under the keyword
“keystoreFile”, provide the FQPN of the .p12 file. The password used to create the .p12 file in
step 1 should be referenced correctly inside the server.xml file, under the keyword
“keystorePass”.
This server.xml is located at /opt/avaya/pds/imon/apache-tomcat-9.0.0.M26/conf
on the dialer.
After changing the certificate keystore on the system that is hosting the IMon or Tomcat, the CA
certificates must be imported and stored on the Windows system of the browser from where the
IMon is being accessed. To import the CA certificates into Windows system, see Importing
Certificates into Windows Certificate Store. The steps mentioned must be followed for all the
intermediate certificates and the last CA used for signing the user certificate.
CORBA Binaries
The CORBA binaries on the dialer are part of midtier processes (mts) and some dialer processes
(pds). In this section, all the steps required to bring all mts and pds processes up are completed,
and then the configuration and placement in Supervisor and EventSDK is performed.
Following is the certificate-set requirements for CORBA binaries:
• User certificate — userCert.pem
• Unencrypted private key of the user certificate — userKey.pem
• CA certificate used to sign the user certificate — RootCa.pem
Placement
1. Copy the above certificate-set at any location of your choice on the dialer.
2. Create a jacorb keystore file using this certificate-set as mentioned in Importing
certificates into Jacorb keystore.
3. Following configuration files needs to be changed:
a. sm_sha2.conf
b. corba_svc_sha2.conf
c. corba_nm_svc_sha2.conf
d. corba_ens_svc_sha2.conf
4. In all the above configuration files, change the following parameters to point to the FQPN
of user certificate, private key and the CA certificate.
a. SSLPrivateKey PEM: /path/to/userKey.pem
b. SSLCertificate PEM: /path/to/userCert.pem
c. SSLCAfile PEM: /path/to/RootCa.pem
5. The location of the jacorb keystore file can either be /opt/avaya/pds/openssl/
SHA2/keystore/jacorb, or any location on the dialer. Configure the location
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Implementing Custom Certificates in Proactive Contact
inside /opt/avaya/JacORB/etc/jacorb.properties, under parameter
jacorb.security.keystore.
6. The password used to create the jacorb keystore must be set in the same
jacorb.properties file under the parameter jacorb.security.keystore_password.
After following all the above steps, you can start mts and pds processes.
Complexity 1 — Using chained certificate
If the user certificate is a chained certificate, then obtain all the intermediate certificates including
the RootCA and the last CA used to sign the user certificates.
All these RootCAs, IntermediateCAs and the last CAs, must be combined or concatenated into
one .pem (x509 format) file. The combined or concatenated file must then be used as the CA
certificate in step 4 c.
For commands to combine the CAs, see Combining CAs.
Import all the intermediate CAs to the jacorb keystore. For more information see, Importing
certificates into Jacorb keystore.
Complexity 2 — Using different certificates signed by same RootCA on different
dialers in POD
You can use a different certificate-set having the same RootCA on different dialers in POD. The
procedure is mentioned above does not change. Following points must be noted here:
• The RootCA certificate referenced in all the configuration files must be the same.
• Copy the jacorb keystore of the primary and reference in jacorb.properties file of all
the dialers in POD.
Complexity 3 — Using different chained certificates on different dialers in POD
having a common RootCA
You can also use different chained certificates for different dialers in POD, all chained certificates
having a common RootCA. The procedure mentioned above in Complexity-1 does not change.
Following points must be noted here:
• The RootCA certificate referenced in all the configuration files must be the same.
• Copy the jacorb keystore of the primary and reference in jacorb.properties file of all
the dialers in POD.
Complexity 4 — Using different certificates signed by different RootCAs on
different dialers in POD
This is a complex scenario. Here you have two different certificate-sets. User certificates are
different and the RootCAs are also different. In this case, you must combine or concatenate all the
RootCAs that you have and create a single .pem (x509 format) file. For commands to combine the
CAs, see Combining CAs. Copy the CA certificate file .pem created on to all the dialers in POD
and then reference as mentioned in step 4.
Import all the CAs to the jacorb keystore. For more information see, Importing certificates into
Jacorb keystore. Steps to import the CAs or intermediate CAs are the same.
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Note:
• The RootCA is now a combination or concatenation of the individual RootCAs and hence
must be referenced in all the configuration files on all the dialers in POD.
• The jacorb keystore created on the primary having all the RootCAs imported, must be
copied to all the dialers in POD and referenced in jacorb.properties.
Complexity 5 — Using different chained-certificates having different RootCA on
different dialers in POD
In this scenario, you have different sets of chained user certificate, intermediate CAs and
RootCAs. The procedure for implementing such certificates is as mentioned in Complexity-3 and
Complexity-4 combined.
• Combine or concatenate all the RootCAs and intermediate CAs in to one single
CombinedRoots.pem file.
• Copy this CombinedRoots.pem file on all the dialers.
• Reference this CombinedRoots.pem file in all the configuration files as mentioned in step 3
and step 4.
• Import all the RootCAs and intermediate CAs in to the jacorb keystore of the primary dialer.
• Copy the jacorb keystore on all the secondary dialers.
• Reference the jacorb keystore appropriately in jacorb.properties file of all the dialers.
Supervisor
Certificates for supervisor are referenced inside <Sup_Install_Location>\Supervisor
\Common\corba_svc.conf. The parameters remain the same as mentioned in step 4 in
CORBA Binaries. This file is referred to as supervisor-config file.
Use the same certificate-set as used in CORBA Binaries on the dialer. Or you can have a different
certificate-set for the Supervisor. You can also have different certificate-set for each supervisor
workstation individually, in case multiple tenants require their supervisors to use different
certificates.
Based on the above different situations and also considering all the complexities mentioned in the
CORBA Binaries, different cases and for the supervisors are described as follows:
Case 1— Using the same certificate-set as mentioned in CORBA binaries
In this case, the Supervisor does not have their own identity certificates. Rather it uses the same
certificates as used for the CORBA Binaries.
Placement
1. Copy the certificate-set used in CORBA Binaries on to the supervisor workstation.
2. Configure the supervisor-config file to point to the userCert.pem, userKey.pem
and RootCa.pem as mentioned in step 4 of CORBA Binaries.
If same certificate-set is used across all the dialers in POD, then the above steps are sufficient for
Supervisor workstation.
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Case-2 — Connecting to POD that is using different certificates
In this case, the supervisor does not have their own identity certificates. It uses the identity
certificate of any of the dialer in POD.
Placement
1. Copy the userCert.pem, userKey.pem from any dialer in POD to the supervisor
workstation.
2. From the same dialer, copy the CA file that is generated by combining or concatenating the
different CAs. This is the same file as referenced by the parameter SSLCAfile of any of the
configuration files mentioned in step 3 in CORBA Binaries.
3. Configure the supervisor-config file to point to the userCert.pem, userKey.pem
and RootCa.pem as mentioned in step 4 of CORBA Binaries.
Case-3: — Supervisor having their own certificate-set
In this case, supervisor has own identity certificate and the RootCA can either be the same as
dialer or can also be different than the dialer.
Placement
1. Configure the supervisor-config file to point to the userCert.pem, userKey.pem,
and RootCa.pem as mentioned in step 4 of CORBA Binaries.
2. If the RootCA of the userCert.pem is different than the one on the dialer, then
a. Copy the RootCa.pem on the dialer.
b. Concatenate the above RootCa.pem to the RootCa.pem being already used on the
dialer. For commands to combine the CAs, see Combining CAs.
c. Copy the new RootCa.pem to all the dialers in POD.
d. Import the RootCa.pem copied in step 1 into the jacorb keystore. For detailed steps
on importing, see Importing Certificates into Jacorb Keystore.
e. Copy the jacorb keystore file to all the dialers in POD.
Case-4: — Supervisor having their own chained certificate-set
This case is similar to Case 3, only the user certificate is a chained certificate. In this case, you
must obtain all the intermediate CAs along with the RootCA and the last CA used to sign the user
certificate. To create a single CombinedRoots.pem file, see Combining CAs.
Placement
1. Configure the supervisor-config file to point to the userCert.pem, userKey.pem,
and CombinedRoots.pem as mentioned in step 4 of CORBA Binaries.
2. Copy all the CA files, RootCA, intermediate CAs to the dialer.
3. Concatenate all the CA files to the RootCA.pem being already used on the dialer. For
commands to combine the CAs, see Combining CAs.
4. Copy the new RootCa.pem to all the dialers in POD.
5. Import the RootCa.pem copied in step 1 into the jacorb keystore. For detailed steps on
importing, see Importing Certificates into Jacorb Keystore.
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6. Copy the jacorb keystore file to all the dialers in POD.
Case-5 — Different supervisors using different certificate-set
In this case, different supervisor deployment can use their own certificate-set. They can also use
chained certificate-set, having same or different RootCAs.
Placement steps for this case are similar to Case 4. Follow the steps as mentioned in Case 4 for
all the supervisor that are using different certificate-set or chained certificate-set.
EventSDK
For EventSDK clients created using C, C++:
1. Copy the combined or concatenated RootCA file of the primary dialer as referenced by the
parameter SSLCAfile in step 4 above to the system where the EventSDK application is
deployed.
2. To use the same certificate as on the dialer, copy the userCert.pem and userKey.pem
from the dialer as referenced by SSLCertificate and SSLPrivateKey parameters in step 4 in
CORBA Binaries on to the system where the EventSDK application is deployed.
3. Reference the copied files in your CORBA configuration file.
4. To use different certificates for EventSDK client application, copy your CA certificate on the
primary dialer. If you are using chained certificate, then copy all the intermediate CAs to
the dialer.
a. Concatenate all the copied CA certificate files to the RootCa.pem being already used
on the dialer. For commands to combine the CAs, see Combining CAs.
b. Copy the new RootCa.pem to all the dialers in POD.
c. Import all the CA files copied in step 4 into the jacorb keystore. For detailed steps on
importing, see Importing Certificates into Jacorb Keystore.
d. Copy the jacorb keystore file to all the dialers in POD.
For EventSDK clients created using Java or JacOrb:
1. To use the same certificate as on the dialer, copy the jacorb keystore file of the primary
dialer as referenced by the parameter.
2. To use different certificates, then copy your CA certificate on the primary dialer. If you are
using chained certificate, then copy all the intermediate CAs to the dialer.
a. Concatenate all the copied CA certificate files to the RootCa.pem being already used
on the dialer. For commands to combine the CAs, see Combining CAs.
b. Copy the new RootCa.pem to all the dialers in POD.
c. Import all the CA files copied in step 2 into the jacorb keystore. For detailed steps on
importing, see Importing Certificates into Jacorb Keystore.
d. Copy the jacorb keystore file to all the dialers in POD.
e. Copy this jacorb keystore file to the system where your EventSDK java client is
being used or deployed.
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Agent, PC-Agent and AgentAPI
PC-Agent and AgentAPI applications both communicate with the agent binary on the dialer.
Therefore in this case, the Agent binary on the dialer is the server and PC-Agent, AgentAPI
applications are the clients.
Related links
Agent binary on page 68
PC-Agent on page 68
AgentAPI on page 70
List server on page 70
Agent binary
The requirements for Agent binary on the dialer are:
• User certificate: userCert.pem
• Unencrypted private key of the user certificate: userKey.pem
• CA certificate used to sign the user certificate: RootCa.pem
Placement
1. Copy the above certificate-set at any location of your choice on the dialer.
2. Configuration file that is required to be changed is: /opt/avaya/pds/config/
agtSecurity.policy.
3. In the above configuration file, change the following parameters to point to the FQPN of
user certificate, private key and the CA certificate.
a. CertLocation: /path/to/userCert.pem
b. KeyLocation: /path/to/userKey.pem
c. CAFileLocation: /path/to/Rootca.pem
Complexity 1 – Using Chained user certificate
If the user certificate is a chained certificate, then you must obtain all the intermediate certificates
including the RootCA and the last CA certificate used to sign the user certificates.
All these RootCAs, IntermediateCAs, and the last CAs must be combined or concatenated into
one .pem x509 format file. This combined or concatenated file must then be used as the CA
certificate in Step 3 c.
For commands to combine the CAs, see Combining CAs.
Related links
Agent, PC-Agent and AgentAPI on page 68
PC-Agent
You can use the same certificate as configured for Agent binary on the dialer.
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Placement
1. Copy the certificate-set that Agent binary on the dialer is using to the windows machine
where PC-Agent is deployed.
2. Modify the pdsagent.ini configuration file located at following locations:
a. <Agent_Install_Location>
b. %appdata%
3. In all the above pdsagent.ini files, change the following parameters to point to the
FQPN of the user certificate and the private key:
a. ClientCertificatePath
b. ClientCertificateKeyPath
4. The CA certificates must be imported and stored on the Windows workstation of the PCAgent. To import the CA certificates into Windows system, see Importing Certificates into
Windows Certificate Store.
5. If the dialer is using chained certificate, then you must individually import the RootCA and
all the intermediate CAs in to the Windows workstation. To import the CA certificates into
Windows system, see Importing Certificates into Windows Certificate Store.
Complexity 1 — Using a different certificate in PC-Agent
In this case, PC-Agent has its own certificate-set that is different from the certificate set used by
the Agent binary on the dialer.
Placement
• PC-Agent
- Copy the certificate-set to the windows machine where PC-Agent is deployed.
- Modify the pdsagent.ini configuration file located at following locations:
• <Agent_Install_Location>
• %appdata%
- In all the above pdsagent.ini files, change the following parameters to point to the
FQPN of the user certificate and the private key:
• ClientCertificatePath
• ClientCertificateKeyPath
- Copy the CA certificate used by the Agent binary on the dialer to the windows machine
where PC-Agent is deployed.
- The CA certificates needs to be imported and stored on the Windows workstation of the
PC-Agent. To import the CA certificates into Windows system, see Importing Certificates
into Windows Certificate Store.
- If the dialer is using chained certificate, then you need to individually import the RootCA
and all the intermediate CAs in to the Windows workstation. To import the CA certificates
into Windows system, see Importing Certificates into Windows Certificate Store.
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• Dialer
- Copy the RootCA used to sign the certificate used by the PC-Agent on to the dialer.
- Concatenate the copied RootCA to the CA certificate file used by the Agent binary on the
dialer. For commands to combine the CAs, see Combining CAs.
Complexity 2: — Using a different chained-certificate in PC-Agent
In this case, PC-Agent has its own chained-certificate-set that is different from the certificate-set
used by the Agent binary on the dialer. The placement of such certificate is similar to Complexity
1. The CAs and all Intermediate CAs in the chain must all be concatenated to the CA certificate
file used by the Agent binary on the dialer. For commands to combine the CAs, see Combining
CAs.
Related links
Agent, PC-Agent and AgentAPI on page 68
AgentAPI
The cases and complexities for AgentAPI applications remain the same as mentioned in PC-Agent
section.
Related links
Agent, PC-Agent and AgentAPI on page 68
List server
The list server binary requires the following:
• User certificate
• Unencrypted private key of the user certificate
the CA certificate used to sign or issue the CORBA certificates must also sign or issue the
certificate for a list server. You can optionally use the same CORBA certificate for a list server as
well.
Placement
1. Copy the user certificate and the private key at any location on the dialer.
2. Following configuration file must be changed using the command /opt/avaya/pds/
config/listserv.conf.
3. In the above configuration file, following parameters must be updated with the FQPN of the
user certificate and the private key:
a. CertLocation: /path/to/userCert.pem
b. KeyLocation: /path/to/userKey.pem
Related links
Agent, PC-Agent and AgentAPI on page 68
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List of certificates and configuration files
List of certificates and configuration files
List of certificates on the dialer
The following table lists the default certificates present on the dialer, different processes, binaries,
areas using them, and the respective configuration file which references them:
Certificate
Process/ Binary/
Area
Configuration file
/opt/avaya/pds/openssl/SHA2/cacertificate/
ProactiveContactCA.pem
All
/opt/avaya/pds/openssl/SHA2/certificate/
agent_cert.pem
Agent
agtSecurity.policy
/opt/avaya/pds/openssl/SHA2/certificate/
agent_cert.pem
All corba binaries
sm_sha2.conf,
corba_svc_sha2.conf,
corba_nm_svc_sha2.conf,
corba_ens_svc_sha2.conf
/opt/avaya/pds/openssl/SHA2/certificate/
corbaServer_cert.pem
List server
listserv.conf
/opt/avaya/pds/openssl/SHA2/certificate/
listserver_cert.pem
List server
/opt/avaya/pds/openssl/SHA2/certificate/
listsrvClient_cert.pem
HDCC, SPMP
jacorb.properties
/opt/avaya/pds/openssl/SHA2/keystore/jacorb
Oracle DB Server
sqlnet.ora
/opt/dbase/wallet/ewallet.p12
LDAP
slapd.conf
/etc/openldap/cacerts/cacert.pem
LDAP
slapd.conf
List of certificates on the supervisor workstation
The following table lists the default certificates present on the supervisor workstation and the
configuration file which references them:
Certificate
Process/ Binary/
Area
Configuration file
C:\Windows\AvayaCerts\ProactiveContactCA.pem
All supervisor apps
<Sup_Install_Location>
\Supervisor\Common
\corba_svc.conf
C:\Windows\AvayaCerts\corbaServer_cert.pem
All supervisor apps
corba_svc.conf
C:\Windows\AvayaCerts\corbaServer_key.pem
All supervisor apps
corba_svc.conf
Table continues…
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Certificate
Process/ Binary/
Area
Configuration file
<Sup_Install_Location>\ Services\3rdParty
\Oracle11g\wallet\*
Oracle client appsAnalyst, Monitor
<Sup_Install_Location>\
Services\3rdParty\Oracle11g
\sqlnet.ora
List of certificates on the agent workstation
The following table lists the default certificates present on the agent workstation and the
configuration file which references them:
Certificate
Process/ Binary/
Area
Configuration file
<Agent_Install_Location>\agentClient_cert.pem
Agent application
PDSAgent.ini
<Agent_Install_Location>\agentClient_key.pem
Agent application
PDSAgent.ini
<Agent_Install_Location>ProactiveContactCA.cer
Agent application
Windows certificate inventory
Commands
Combining CAs
Different certificates
When the server and clients both use different certificates signed by different CAs, then in some
cases CAs must be combined and referenced in the respective configuration file.
You must have the Root CAs used to sign the certificates.
For example, if you have the Root CAs in .pem (x509) format like RootCA1.pem and
RootCA2.pem, use the following commands to concatenate them into one :
openssl x509 –text –in RootCA1.pem >> combinedRoots.pem
openssl x509 –text –in RootCA2.pem >> combinedRoots.pem
Chained certificate
If you are using a chained certificate, you must obtain all the intermediate CAs along with
RootCAs in .pem format. In such cases, you will have to concatenate all the intermediate
certificates as well.
For example, you have the following two chained certificates userCert1.pem and userCert2.pem:
RootCA1.pem > IntermediateCA12.pem > IntermediateCA13.pem > IntermediateCA14.pem >
userCert1.pem
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Commands
RootCA2.pem > IntermediateCA22.pem > IntermediateCA23.pem > IntermediateCA24.pem >
userCert2.pem
You will need to combine all the CA certificates, using the following command:
openssl x509 –text –in RootCA1.pem >> combinedRoots.pem
openssl x509 –text –in RootCA2.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA12.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA13.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA14.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA22.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA23.pem >> combinedRoots.pem
openssl x509 –text –in IntermediateCA24.pem >> combinedRoots.pem
The combinedRoots.pem is the file ready to be used as the CA file in your configuration.
Importing certificates into the Windows Certificate Store
About this task
Use this procedure to import certificates into the Windows Certificate Store.
• If the user certificate is signed by the Root CA, then import the Root CA to the Windows
Certificate Store.
• If the user certificate is a chained certificate, then import all the intermediate CA certificates
including the Root CA and the last CA that is used to sign the user certificate, to the Windows
Certificate Store.
Procedure
1. Log in to the Windows system with an Administrator account.
2. In the command prompt, type mmc, and click Enter.
3. Click File > Add/Remove snap-in.
4. In the navigation pane, click Certificates and then click Add.
5. In the Certificates snap-in window, select My user account and click Finish.
6. In the navigation pane, click Certificates and then click Add.
7. In the Certificates snap-in window, select Computer account and click Next.
8. Select the Local computer option and click Finish.
9. In the Add/Remove Snap-in window, click OK.
10. In the navigation pane, expand Certificates- Current User.
11. In the navigation pane, expand Trusted Root Certificates and right-click the Certificates
folder.
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12. Select All Tasks and click Import.
13. In the Welcome to Certificate Import Wizard window, click Next.
14. Click Browse, select the location of your CA file that is stored in the .pem format, and click
Next.
15. Ensure that the Place all certificates in the following store option is selected and the
certificate store Trusted Root Certification Authorities is mentioned.
16. Click Next.
17. Click Finish.
18. In the navigation pane, expand Certificates (Local Computer) and repeat Step 11 to Step
17.
Next steps
Repeat Step 1 to Step 18 for all the intermediate CAs and the last CA that is used to sign the user
certificate.
Importing certificates into the Jacorb store
About this task
Use this procedure to import certificates into the Jacorb store.
Note:
When you are prompted for a password, enter the static password clientpass. This is the
password set in the jacorb.properties file on the dialer. To use another password, you
must first modify the password in the jacorb.properties file on the dialer.
Procedure
Go to the /opt/avaya/pds/openssl/SHA2/keystore/jacorb directory and run the
following commands:
a. keytool -import –alias rootcaalias –file RootCa.pem –keystore jacorb
b. openssl rsa -des3 -in userKey.pem -out userKey2.pem
c. openssl pkcs12 -export -in userCert.pem -inkey userKey2.pem -name
clientalias -out corbaD1.p12
d. keytool -importkeystore -keystore jacorb -srckeystore corbaD1.p12
To import a chained certificate, repeat the first command for all the intermediate CAs and the last
CA that is used to sign the user certificate. Then, run the other commands.
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Commands
Other commands
• To list the contents of the jacorb keystore, run the following command: keytool –list –
keystore jacorb.
• To list the contents of the Oracle wallet, change the directory containing the wallet files and
the run the following command: orapki wallet display –wallet.
• To see the contents of x509 certificate (.pem) file, run the following command: openssl
x509 –text –in <cert.pem>.
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Chapter 8: Supported servers
Servers supported by Proactive Contact releases
The table below lists the servers that Release 5.1, 5.1.1, 5.1.2, and 5.2 of Proactive Contact
support.
Server
Proactive Contact
5.1
Proactive Contact
5.1.1
Proactive Contact
5.1.2
Proactive Contact
5.2
IBM x3650 M2
HP DL 385 G2
HP DL 385 G5
HP DL 360 G7
HP DL 360p G8
HP DL 360 G9
Note:
• HP DL 360p G8 is the only server Avaya provides along with Proactive Contact 5.1.1.
However, you can upgrade to Proactive Contact 5.1.1, even if you are using any other
server that is supported.
• HP DL 360 G9 is the only server Avaya provides along with Proactive Contact 5.1.2.
However, you can upgrade to Proactive Contact 5.1.2, even if you are using any other
server that is supported.
Related links
Downloading HP documentation on page 77
Server installation
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Hardware requirements for HP DL 360 G9 server
You must follow the installation instructions to install the servers supported by Proactive Contact
on your system. The installation instructions are provided in the installation guides for a specific
server. The following table provides the reference to the appropriate installation guide.
Servers
Installation reference
IBM x3650 M2
For detailed instructions for installing IBM x3650 M2
server, see http://www.ibm.com.
HP DL 385 G2
For detailed instructions for installing HP DL 385 G2
server, see http://www.hp.com.
HP DL 385 G5
For detailed instructions for installing HP DL 385 G5
server, see http://www.hp.com.
HP DL 360 G7
For detailed instructions for installing HP DL 360 G7
server, see http://www.avaya.com/support.
HP DL 360p G8
For detailed instructions for installing HP DL 360p
G8 server, see http://www.avaya.com/support.
HP DL 360 G9
For detailed instructions for installing HP DL 360 G9
server, see http://www.avaya.com/support.
Hardware requirements for HP DL 360 G9 server
HP DL 360 G9, also known as Common Server 3 (CSR3) is the new supported platform for
deploying Avaya Proactive Contact. The deployment of Proactive Contact on CSR3 is done only
through either customer procured VMWare or through Avaya Virtualized Platform.
Hardware requirements for HP DL 360 G9 are:
• Form Factor Rack Server (1 U Rack Height)
• Six Core Intel Xeon E5-2620v3at 2.4 GHz, 15MB Cache
• 32GB (4GB x 8) DDR3 1600MHz Memory
• Integrated 4-port Gigabit Ethernet NIC
• Hot swappable power supplies, fans, and hard drives
• Internal SATA DVD RW drive
• RAID 1 configuration: Hot Pluggable 300GB 10K 2.5 SAS HDD (qty 2)
• RAID 5 configuration: Hot Pluggable 300GB 10K 2.5 SAS HDD (qty 3)
• Power supply: 500W AC (qty. 2)
Downloading HP documentation
Use this procedure to find and download the server documentation.
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Supported servers
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, enter your username and password and click Login.
3. Put your cursor over Support by Product.
4. Click Documents.
5. In the Enter Your Product Here search box, type Common Servers and then select 3.0.x
from the drop-down list.
If there is more than one release, select the appropriate release number from the Choose
Release drop-down list.
6. Use the Content Type filter on the left to select the type of document you are looking for,
or click Select All to see a list of all available documents.
For example, if you are looking for user guides, select User Guides in the Content Type
filter. Only documents in the selected category will appear in the list of documents.
7. Click Enter.
Standard server specifications
Standard configurations and options for the HP DL360 G7 server:
Base unit
Baseline
Options
DL360 G7
1U chassis, dual socket
No additional options supported.
Processor
Intel E5620 Quad Core /2.4 GHz
(Westmere)
• Intel X5670 six Core/2.93 GHz
(Westmere)
3 memory channels per CPU with up to 3
RDIMMs per channel. Most applications
use 1 or 2 RDIMMs per channel to
optimize memory speed.
• Upgradable to dual processors for either
E5620 or X5670
4 GB DDR3 RDIMMs (1333 MHz)
Modules
—
Memory
Total of 24GB (4GB x 6) DDR3 1333MHz
Registered CAS-9 Memory
HW RAID 1
P410i RAID controller with 256 MB cache
and battery backup. Optioned as RAID 1
or 5
N/A
Hot-Plug disk
drive cage
4 Small Form Factor 2.5” hot-plug hard
drives bays are available when an optical
drive is installed.
HP offers servers with 8 drive bays that do
not support an optical drive that is not
supported by Avaya.
Table continues…
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Standard server specifications
Base unit
Baseline
Options
Disk drive
146GB SAS 2.5" 10K RPM 6G DP Hard
Drive. Two base configurations:
Options:
• RAID 1, 2 x 146GB drives
• Additional 146GB 10K RPM drive (4
max. with optical drive)
• RAID 5, 3 x 146GB drives
• High performance 146GB 15K drives
• 300GB 10K HDD
NICs
4 integrated ENET Gigabit NIC ports with
TCP offload engine (included on
motherboard)
HP NC382T PCI Express Dual Port
Gigabit NIC expansion card (Broadcom
5709 silicon)
PCI slots
Two PCI-Express Gen 2 expansion slots: Meeting Exchange Recording uses a PCIone full-length, full-height slot and one
X riser in place of the low profile PCIe riser
low-profile slot (1-FL/FH x 16 PCIe & 1-LP in the standard server.
x 8 PCIe Riser
Removable
media
Slim line SATA DVD-RW optical drive
(used in all Avaya configurations)
No additional options supported.
Power supply
460 W hotplug AC power supply (qty 2)
• 750W AC power supply
• 1200W DC power supply
• Single and dual power supply
configurations
Fans
3 fan modules (fan redundancy standard)
No additional options supported.
Additional items
One front USB, two back USB, one
internal USB
—
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Chapter 9: Hardware
Avaya-provided equipment
Avaya provides the following equipment:
• Server and power cord or cords
• Slide rails
• Cable management arm assembly
• Cable management arm stop bracket
• Cable management arm mounting bracket
• Cable management support arm
• Two 10–32 screws
• Four M6 screws
• Five small cable ties
• One large cable tie
• Compact flash reader, USB cable, and flashcard (for backing up files. Included when required
by the product ordered.)
• Modem and USB or serial cable (for remote maintenance. Included when required by the
product ordered.)
• Other hardware as ordered, such as uninterruptible power source (UPS).
Customer-provided equipment
The customer must provide the following equipment:
• Standard 19-inch four-post equipment rack that is properly installed and solidly secured. The
rack must meet the following standards:
- American National Standards Institute and Electronic Industries Association standard
ANSI/EIA-310–D-92.
- International Electrotechnical Commission standard IEC 297
- Deutsche Industrie Norm standard DIN 41494
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Clearance requirements
• Screws that come with the racks for installing the rails
• #2 cross-point (Phillips) screwdriver or 3/8 inch flathead screwdriver
• USB keyboard, USB mouse, and monitor must be available on the site for advanced
installation or troubleshooting.
• Power from a nonswitched electrical outlet
• Access to the network
Clearance requirements
Install the server in a rack that meets the following requirements:
• Minimum depth of 70 mm (2.76 inches) between the front mounting flange and inside of the
front door if the server is installed in a cabinet.
• Minimum depth of 157 mm (6.18 inches) between the rear mounting flange and inside of the
rear door if the server is installed in a cabinet.
• Minimum depth of 718 mm (28.27 inches) and maximum depth of 762 mm (30 inches)
between the front and rear mounting flanges to support the use of the cable-management
arm.
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Chapter 10: RAID overview and
configuration
Redundant Arrays of Inexpensive Disks (RAID)
Redundant Arrays of Inexpensive Disks (RAID) is used to combine multiple small, inexpensive
disk drives into an array of disk drives which yields performance exceeding that of a Single Large
Expensive Drive (SLED). The array of drives appears to the computer as a single logical storage
unit or drive. The Mean Time Between Failure (MTBF) of the array is equal to the MTBF of a
single drive, divided by the number of drives in the array. Therefore, the MTBF of an array of
drives can be too low for many application requirements. However, storing information redundantly
in various ways can make disk arrays fault-tolerant.
Types of Raid Levels
There are at least nine types of RAID plus a non-redundant array (RAID-0). Avaya Proactive
Contact supports RAID-1 and RAID-5 configuration only.
RAID-1 RAID Level 1 provides redundancy by writing all data to two or more drives. The
performance of a level 1 array tends to be faster on reads and slower on writes
compared to a single drive, but if either drive fails, no data is lost. This is a good entrylevel redundant system, since only two drives are required; however, since one drive is
used to store a duplicate of the data, the cost per megabyte is high. This level is
commonly referred to as mirroring.
RAID-5 RAID Level 5 distributes parity among the drives. This can speed small write operation
in multiprocessing systems. The parity data is skipped on each drive during read
operation. All read and write operations can be overlapped. RAID-5 stores parity
information but not redundant data (parity information can be used to reconstruct
data).
Obtaining HP DL360 G9 RAID Configuration tool
Procedure
1. Go to Avaya Support site at http://www.avaya.com/support.
2. In the left pane, click Downloads.
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Configuring RAID on Proactive Contact servers
3. In the Please enter the name of your product text box, type Common Server.
4. Select the Common Server option that appears below the text box. The system redirects
the web page to the Common Server page.
5. Download the Common Servers - HP DL360 G9 RAID Configuration Tool iso
image.
6. Write the downloaded iso to a blank CD
Configuring RAID on Proactive Contact servers
You must follow the configuration instructions to configure RAID on Proactive Contact servers. The
configuration instructions are provided on Avaya Support site. The following table provides the
reference to the appropriate configuration instructions.
If you have installed RAID 5, you must reinstall Appliance Virtualization Platform (AVP). For
information on how to install AVP, see the Installing Appliance Virtualization Platform by using hard
disk drive in the Migrating and Installing Avaya Appliance Virtualization Platform guide.
Server
Reference
IBM x3650 M2
For detailed instructions for configuring RAID on HP
DL 385 G2 server, see http://www.ibm.com
HP DL 385 G5
For detailed instructions for configuring RAID on HP
DL 385 G5 server, see http://www.hp.com
HP DL 360 G7
For detailed instructions for configuring RAID on HP
DL 360 G7 server, see https://
downloads.avaya.com/css/P8/documents/
100124286
HP DL 360p G8
For detailed instructions for configuring RAID on HP
DL 360p G8 server, see https://
downloads.avaya.com/css/P8/documents/
100176987
HP DL 360 G9
For detailed instructions for configuring RAID on HP
DL 360p G9 server, see https://
downloads.avaya.com/css/P8/documents/
101016393
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Chapter 11: Mondo Backup and Restore
Mondo Backup
Mondo Rescue backs up your file system to CD/DVD, tape, NFS (archives stored remotely) or
ISO's (archives stored locally). Mondo uses afio as the backup engine; afio is a well-respected
replacement for tar. If there is a catastrophic data loss, you can restore some files or the complete
system, even if your hard disk drives are now blank.
Mondo Rescue allows you to perform the following operations:
• Clone an installation of Linux by backing up the important information and excluding /
home, /var/log.
• Backup a non-RAID file system and restore it as RAID including the root partition (If your
kernel supports that).
• Backup a system running on one format and restore as another format.
• Restructure your partitions. For example; shrink/enlarge, reassign devices, and add hard disk
drives before you partition and format your drives. Mondo restores your data and amend /etc/
lilo.conf and /etc/fstab accordingly.
• Backup the Linux or Windows systems, including the boot sectors. (However, do run
"Scandisk" when you first boot into Windows)
• Backup CD/DVD to verify the integrity of your computer.
Note:
Mondo is not an everyday backup program. Mondo backup does not replace tar, afio, and
kbackup. You can recover from scratch using Mondo backup. Tar and afio offer a quick,
convenient way to backup small sets of files, sometimes to removable media.
Creating a Mondo backup
About this task
Follow these steps to create a bootable backup using Mondo Rescue.
Procedure
1. Login to the dialer as sysadm.
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Restoring a Mondo backup
2. From the Administrator Main Menu, type 3 and press Enter to select Back up,
restore and verify.
3. From the BACKUP and RESTORE MENU, type 2 and press Enter to select Local
backup up/restore/ verify.
4. From the LOCAL BACK UP AND RESTORE OPERATIONS, type 12 and press Enter to
select Create bootable backup.
5. Go to the previous menu, type 0 and press Enter.
6. Select the backup destination.
Note:
Avaya Proactive Contact uses the highest compression level for creating a backup of
the complete system. During backup, you must have multiple discs for an entire
backup. A bootable DVD disc is created during tape backup. Use the bootable DVD
disc to restore from tape. Use a blank DVD to write the bootable disc only once.
Caution:
When you restore the system from the bootable backup, the current data on the disk is
erased and the hard disk drive is re-partitioned. You must be careful when you restore
the system from the backup media.
7. Follow the on-screen instructions.
Restoring a Mondo backup
Restoring from rebootable DVD back up
About this task
Caution:
When you restore the system from the bootable back up, the system deletes your current data
on the disk and re-partitions it. Therefore, you must be careful when you restore the system
from the back up media.
Procedure
1. Insert the Mondo back up DVD to the computer.
2. Restart the system.
3. At the boot prompt, type nuke and press Enter.
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Mondo Backup and Restore
4. In the Alert screen, for the message Mountlist analyzed. Result:”2 MB overallocated on /dev/sda.” Switch to interactive mode?, use Tab to select
and press Enter.
5. On the Editing mountlist screen, use Tab to select the Reload option and press Enter.
6. On the Alert screen, Tab to select Yes for the Reload original mountlist?
message and press Enter.
7. On the Editing mountlist screen, Tab to select the OK option. and press Enter.
8. On the Alert screen, Tab to select Yes for the Are you sure you want to save
your mountlist and continue? (No changes will be made to your
partition table at this time.) message and press Enter.
9. For the Do you want to erase and partition your hard drives? message,
Tab to select Yes and press Enter.
10. For the Do you want me to restore all of your data? message, Tab to select
Yes and press Enter.
After the above messages, the mondo restores the data. It takes close to 30 minutes to
restore the data. After restoring the data, the following prompts are displayed.
11. For the Initialize the boot loader? message, Tab to select Yes and press
Enter.
12. For the Did you change the mountlist or cloned the system? message, Tab
to select No and press Enter.
13. For the Label/Identify your ext2/ext3/ext4 partitions if necessary?
message, Tab to select Yes and press Enter.
14. For the message Mondo has restored your system. Please wait for the
command prompt. The remove the back up media and reboot, press Enter.
15. At the sh: can't access tty; Job control turned off prompt, type Reboot.
16. After reboot, ignore the EXT3-fs: mounted filesystem with ordered data
mode message. Login prompt appears within one minute.
Note:
If the system does not display prompts as described in Step 4 to 16 in the procedure,
wait till the system automatically completes the restoration procedure.
Restoring from tape
Procedure
1. Insert the botable DVD into the DVD drive and mondo taken tape in Tape drive.
2. Login as sroot user and reboot the system using the reboot command on the prompt.
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Restoring from rebootable DVD back up
3. On the boot: prompt, type expert.
4. On the sh: can't access tty; job control turned off prompt, type
mondorestore.
5. On the How should I restore? prompt, select Automatically and press Enter.
When the Restoring from Archives prompt appears, Mondo restores your data from the
tape and following prompts are displayed.
6. On the Alert screen, on the "Mountlist analyzed. Result:" 3 MB overallocated on /dev/cciss/c0d0. "Switch to Interactive Mode"? prompt,
Tab to select YES and press Enter.
7. On the Editing mountlist screen, tab to select Reload, and press Enter.
8. On the Alert screen, on the Reload original mountlist? message, tab to select
YES and press Enter.
9. On the Editing mountlist screen, tab to select OK and press Enter
10. Follow on-screen instructions.
11. After the reboot, ignore the EXT3-fs: mounted filesystem with ordered data
mode message.
Login prompt appears within one minute.
Restoring from rebootable DVD back up
About this task
Caution:
When you restore the system from the bootable back up, the system deletes your current data
on the disk and re-partitions it. Therefore, you must be careful when you restore the system
from the back up media.
Procedure
1. Insert the Mondo back up DVD to the computer.
2. Restart the system.
3. At the boot prompt, type nuke and press Enter.
4. In the Alert screen, for the message Mountlist analyzed. Result:”2 MB overallocated on /dev/sda.” Switch to interactive mode?, use Tab to select
and press Enter.
5. On the Editing mountlist screen, use Tab to select the Reload option and press Enter.
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Mondo Backup and Restore
6. On the Alert screen, Tab to select Yes for the Reload original mountlist?
message and press Enter.
7. On the Editing mountlist screen, Tab to select the OK option. and press Enter.
8. On the Alert screen, Tab to select Yes for the Are you sure you want to save
your mountlist and continue? (No changes will be made to your
partition table at this time.) message and press Enter.
9. For the Do you want to erase and partition your hard drives? message,
Tab to select Yes and press Enter.
10. For the Do you want me to restore all of your data? message, Tab to select
Yes and press Enter.
After the above messages, the mondo restores the data. It takes close to 30 minutes to
restore the data. After restoring the data, the following prompts are displayed.
11. For the Initialize the boot loader? message, Tab to select Yes and press
Enter.
12. For the Did you change the mountlist or cloned the system? message, Tab
to select No and press Enter.
13. For the Label/Identify your ext2/ext3/ext4 partitions if necessary?
message, Tab to select Yes and press Enter.
14. For the message Mondo has restored your system. Please wait for the
command prompt. The remove the back up media and reboot, press Enter.
15. At the sh: can't access tty; Job control turned off prompt, type Reboot.
16. After reboot, ignore the EXT3-fs: mounted filesystem with ordered data
mode message. Login prompt appears within one minute.
Note:
If the system does not display prompts as described in Step 4 to 16 in the procedure,
wait till the system automatically completes the restoration procedure.
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Chapter 12: Install server operating system
Verifying platform characteristics and software media
About this task
Before you install the operating system software, ensure you have verified the following:
Procedure
1. Obtain the CD/DVD for the operating system software which has the following label:
Avaya Proactive Contact Linux ES Bootable.
2. Work with your IT representative to determine the hostnames and IP addresses that will be
assigned to both the built-in network interface and the PCI network interface.
Note:
Do not install the operating system on a workstation with network interfaces that are
improperly connected or terminated. This operating system software includes drivers
for the network interfaces. If a valid interface is non-existent when you install this
operating system, the installation and configuration of the software does not succeed.
3. Ensure that the target server is configured with at least 146 GB of free space on the hard
disk drive and a CD/DVD drive.
4. The install will completely erase and reformat the target disk; therefore ensure to backup
the existing data.
Next steps
Installing Avaya Proactive Contact LINUX ES operating system.
Installing operating system
You must follow the installation instructions to install the operating system supported by Proactive
Contact. The installation instructions are provided in the release notes. The following table
provides the reference to the appropriate release notes.
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Install server operating system
Proactive Contact Release
Description
Release 5.1.2
For detailed installation instructions, see Avaya
Proactive Contact Release Notes for Dialer and
Database Release 5.1.2. You can download the
release notes from the Avaya Support site at http://
www.avaya.com/support
For detailed installation instructions for installing the
operating system in a virtualized environment, see
Avaya Proactive Contact, 5.1.2 - Release Notes for
Avaya Proactive Contact OVA. You can download
the release notes from the Avaya Support site at
http://www.avaya.com/support
Release 5.2
July 2018
For detailed installation instructions, see Release
Notes for Avaya Proactive Contact 5.2 Dialer and
Database. You can download the document from
the Avaya Support site at http://www.avaya.com/
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Chapter 13: Proactive Contact installation
Verifying the installation environment
Before you begin
Install the Red Hat Enterprise Linux operating system on the appropriate server:
• IBM x3650 M2
• HP Proliant DL385 G5
• HP Proliant DL385 G7
• HP DL 360p G8
• HP DL 360 G9
About this task
Use this procedure to perform checks before you install Proactive Contact on the server.
Procedure
1. Verify that the file /etc/resolv.conf contains an entry for a domain, by typing
more /etc/resolv.conf at the Linux prompt.
The display includes a line similar to the following:
domain abc.xyz.com
2. If the file /etc/resolv.conf does not contain a line as shown above, use a text editor
such as vi to add your local domain name to the file.
3. Verify that the file /etc/hosts contains an entry with the following syntax, by entering
more /etc/hosts at the Linux prompt.
IP_address machine_name machine_name.domain_name
The machine_name.domain_name entry is optional, but has to be included when you
intend to access the system from outside the local domain.
4. Verify that the file /etc/sysconfig/network contains a HOSTNAME entry that
matches the machine name specified in the /etc/hosts file, by entering more /etc/
sysconfig/network at the Linux prompt.
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Proactive Contact installation
Configuring the system for a fresh installation
Procedure
1. Go to the /opt/avaya/pds/etc directory.
2. Edit the master.cfg file to set the following parameters:
• DBSERVERIP: IP address of the primary dialer
• DIALERID: ID number, which is a positive integer value of maximum two digits.
• NAMESERVICEHOST: The primary machine host name from /etc/hosts.
• PRIMARY: YES (For primary dialer only. Maintain the default value of NO in case of
secondary dialer)
• WEBLMURL: WEBLM URL (For example, http,//135.27.151.44,8080/WebLM/
LicenseServer:)
The IP address indicates the WEBLM server IP address.
3. Run the command manage_corba_users –D <DIALERID> -A
Example
Installing Proactive Contact
You must follow the installation instructions to install Proactive Contact on your system. The
installation instructions are provided in the release notes for a specific release. The following table
provides the reference to the appropriate release notes.
Proactive ContactRelease
Release Notes
Proactive Contact 5.1.2
For detailed instructions for installing Proactive
Contact 5.1.2, see Avaya Proactive Contact
Release Notes for Dialer and Database Release
5.1.2. You can download the release notes from the
Avaya Support site at http://www.avaya.com/
support.
Proactive Contact 5.2
For detailed instructions for installing Proactive
Contact 5.2, see Release Notes for Avaya Proactive
Contact 5.2 Dialer and Database. You can
download the document from the Avaya Support
site at http://www.avaya.com/support.
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Starting the Dialer processes
Starting the Dialer processes
Procedure
1. Log in as an admin user.
2. Start the database by running the following commands on the primary dialer: DISCUSS
• start_db
• check_db
3. Verify that all the database processes are running.
4. Run the following command on the primary dialer only in case of fresh installation:
• gennis
• StartThinAgent
• mig_gennis
5. Run the Mid-Tier software by running the following commands on the primary dialer:
• start_mts
• check_mts
Verify that all the Mid-Tier processes are running.this is a step
6. Run the following command on both primary and secondary dialers in a pod:
• tmigration
7. Start the Dialer software by running the following commands on the primary dialer:
• start_pds
• check_pds
8. Run the following commands on the secondary dialer:
• start_pds
• check_pds
Verify that all the Dialer processes are running.
Changing the boot order for installing Proactive Contact
by using a USB
About this task
If you install the dialer from a USB, at the mandatory re-boot after the Dialer installation is
complete, the server fails to boot up and displays a message regarding illegal op-code. To avoid
this issue, you must change the boot order.
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Proactive Contact installation
Procedure
1. When the server is booting up, press F9 to enter the BIOS setup.
2. Navigate to the Boot Sequence section.
3. Click Hard Disk and move it up in the list, so that it appears above the USB devices
option.
4. Ensure that the CD/DVD option is the first priority in the boot sequence.
Post Dialer installation procedure for fresh installation
Before you begin
Install the Dialer and database software.
About this task
To complete the Proactive Contact software installation follow these steps:
Note:
These steps are only for a fresh installation on Primary Dialer. To configure a secondary Dialer
in pod, refer to the Pod configuration section.
Procedure
1. After installation completes, log out of the Linux system and log in as admin.
2. At the Linux prompt, use any convenient editor to open/etc/master.cfg and set the
value as shown of the parameters in the following table:
Parameter
Value to enter
DBSERVERIP
IP address of Dialer
DIALERID
Dialer ID number desired, typically 1
NAMESERVICEHOST
Name of machine that hosts the Dialer
from /etc/hosts
PRIMARY
YES
WEBLMURL
URL of the WebLM license server. For example:
http,//xxx.xxx.xxx.xxx,8080/WEBLM/
LicenseServer, where xxx.xxx.xxx.xxxx is
the IP address of the server.
3. At the Linux prompt, type su sroot and press Enter.
4. At the password prompt type <password> and press Enter.
5. At the Linux su prompt, type manage_corba_users -D
DIALERID_of_Primary_Dialer -A and press Enter.
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Uninstalling Proactive Contact
6. At the Linux su prompt, type manage_corba_users -D
DIALERID_of_Secondary_Dialer -A and press Enter.
7. At the Linux su prompt, type exit and press Enter.
8. To confirm you are logged in as admin, type whoami and press Enter. If you are logged in
as admin, log in as admin.
9. To configure the Mid-Tier software, at the Linux prompt:
a. Type start_db and press Enter.
b. Type check_db and press Enter.
c. Type start_mts and press Enter.
d. Type check_mts and press Enter.
10. To configure the Dialer software, at the Linux prompt:
a. Type start_pds and press Enter.
b. Type check_pds and press Enter.
c. Type check_mts and press Enter.
d. Type check_db and press Enter.
Next steps
If the last three checks do not detect any errors, begin using Avaya Proactive Contact. If errors
were discovered, check the installation logs to see if you can discover the cause of the problem.
Uninstalling Proactive Contact
To revert the system to the previous version of Proactive Contact, use the Mondo backup.
Enhanced password support
The password security is enhanced based on the following criteria:
• Password encryption algorithm: SSHA (LDAP only)
• Password Composition
1. Minimum password length: 8 characters
2. Passwords must include any three of the following:
- One upper case letter
- One lower case letter
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Proactive Contact installation
- One number
- One special character
• Password history: 7 passwords
• Account lockout threshold setting: Lockout after 3 attempts
Note:
Account lockout threshold is configurable.
You can configure the password security option as On or Off. When configured as On, anytime a
new user is created or a user resets the password, the system ensures that the newly created
password matches the enhanced password security criteria described earlier.
Change the default password
You must change the default passwords of all the default users in Proactive Contact. The default
users in Proactive Contact are as follows:
• sysadm
• system
• admin
• auditor
• agent1
• agent2
• agent3
• agent4
• agent5
• agent6
• agent7
• agent8
• agent9
• agent10
• roleadm
The following are the default operating system user accounts created in Proactive Contact:
• sroot
• craft
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Change the default password
• cust
• rasaccess
Note:
In Avaya Proactive Contact 5.1, the service accounts cust1, csroot, dadmin, and root are
available only in the files database, that is, in /etc/passwd.
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Chapter 14: Installing and Configuring
Quad Digital Trunk 2 card
(QDTC2)
About the QDTC Card
The Quad Digital Trunk Card 2 (QDTC2) is RoHS compliant and includes lead-free components.
QDTC2 card can provide T1, E1, and all primary rates ISDN support (including the international
versions of T1 and E1). You can configure the line impedances (75/120 Ohms) characteristics
using the switch administration console.
The Quad Digital Trunk Card 2 (QDTC2) is used in a Digital Switch. The Digital Switch is used as
the switching component within the Proactive Contactand the Avaya PG230RM Gateway. The
QDTC2 provides four T1 or E1 spans per card for the PG230RM.
Related links
Using QDTC2 card with PG230RM on page 98
Types of digital transmission standards on page 99
Card upgrades with QDTC2 on page 99
Hot plug-in on page 100
Card indicators on page 100
Using QDTC2 card with PG230RM
Before you begin
You must upgrade the ENBC firmware present in the PG230RM switch to be able to use the
QDTC2 card. After upgrading the ENBC, when you unplug a QT1, QT1PRI, QE1 or QE1PRI card
from a slot in the PG230RM switch and plug-in a QDTC2 card, the ENBC configures the QDTC2
card to work exactly the same way as the previous card that was present in that slot.
Consequently, you can configure an unused slot in the PG230RM as you would for a QT1,
QT1PRI, QE1 or QE1PRI and the QDTC2 will emulate the respective card when inserted into that
slot. If you wish the QDTC2 to emulate a QE1 or QE1PRI card with 75 ohm impedance, you must
specify this in the card configuration screen of the administration console.
Related links
About the QDTC Card on page 98
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About the QDTC Card
Types of digital transmission standards
There are three basic types of digital transmission standards. They are as follows:
• T1: T1 is the digital transmission standard used in North America and some parts of Asia.
• E1: E1 is the digital transmission standard used in Europe, some parts of Asia, and in most of
Latin America.
• J1: J1 is the digital transmission standard used in Japan.
Note:
J1 is supported using T1. T1 has an option to support the yellow alarm processing of J1.
Related links
About the QDTC Card on page 98
Card upgrades with QDTC2
The new QDTC2 replaces the following six existing QDTC cards:
• QT1 (11975-06)
• QT1-PRI (12334-02)
• QE1-CAS 75 ohm (12331-07)
• QE1-CAS 120 ohm (12331-08)
• QE1-PRI 75 ohm (12333-03)
• QE1-PRI 120 ohm (12333-04)
When the QDTC card is configured:
• For T1 trunks, each 1.544 Mbps T1 service provides 24 channels of 64 kbps PCM voice with
robbed bit signaling. This configuration provides a maximum total of 96 channels or ports.
• For E1 trunks, each 2.048 Mbps service provides 30 channels of 64 kbps PCM voice, one
signaling channel and one framing and alarm channel. This configuration provides a
maximum of 120 voice ports.
• The QTDC2 can convert the serial data streams on each span between μ-Law and A-Law
and to also provide 0dB (no loss), 3dB or 6dB loss in each direction of transmission. The
QDTC2 can convert the serial data streams on each span between µ-Law and A-Law and to
also provide 0dB (no gain), 3dB or 6dB gain in each direction of transmission.
The configuration parameters are controlled through the Digital Switch administration console.
Therefore, there are no jumpers or switches to set on the card.
Related links
About the QDTC Card on page 98
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99
Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Hot plug-in
The QDTC2 can be plugged into a system that is powered and operating without causing any
undesirable effects to that system.
Note:
You must wear an anti-static strap when inserting or removing a card from the PG230RM to
prevent a static discharge.
Warning:
When you insert a card in a live dialing system, the card insertion can cause the switch to
reboot. You must replace or insert the card when the dialer is not in use. Avaya is not liable for
the switch reboot or if the switch is out of service when adding/removing the card in the
PG230RM.
Related links
About the QDTC Card on page 98
Card indicators
The front panel of the QDTC2 card has three LEDs. They are red, green, and yellow LEDs for
maintenance and diagnostics status indication.
The following table describes the operation of the various LEDs.
Red LED
Yellow LED Green LED
Card Status
OFF
OFF
Card Active;
OFF
Normal operation
OFF
OFF
ON
Waiting for ENBC to initialize
OFF
ON
ON
Waiting for firmware to download
*
ON
OFF
Remote (yellow) alarm detected
ON
*
OFF
No Flash: Carrier lost detected
ON
OFF
OFF
1 Flash: RAM test failure
2 Flashes: FIFO test failure
3 Flashes: Slave processor not communicating
4 Flashes: Unexpected interrupt
ON
OFF
ON
Flashing: Communication bus failure
ON
ON
ON
Self-test in progress
Related links
About the QDTC Card on page 98
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100
Advantages of using QDTC2
Advantages of using QDTC2
There are several advantages of using a QDTC2 card. The following table compares the
advantages of the QDTC2 card with existing cards and any special considerations required before
using the QDTC2 card.
Existing card
Advantages of QDTC2
Special Considerations Future Enhancements
QT1
Emulates all functions of
QT1 without
configuration change
Requires ENBC Generic
software upgrade.
Single card configuration
can combine both QT1
and QT1PRI spans.
QT1PRI
Emulates all functions of
QT1 PRI without
configuration change
Requires ENBC Generic
software upgrade.
Single card configuration
can combine both QT1
and QT1PRI spans.
QE1 CAS 120
Emulates all functions of
QE1 CAS 120 ohm
without configuration
change
Requires ENBC Generic
software upgrade.
Impedance configuration
defaults to 120 ohm.
Single card configuration
can combine both QE1
and QE1PRI spans.
QE1 CAS 75
Emulates all functions of
QE1 CAS 75 ohm with
only one configuration
change
Requires ENBC Generic
software upgrade.
QDTC2 requires that 75
ohm impedance be
configured through card
configuration screen.
Single card configuration
can combine both QE1
and QE1PRI spans.
QE1 PRI 120
Emulates all functions of
QE1 PRI 120 ohm
without configuration
change
Requires ENBC Generic
software upgrade.
Impedance configuration
defaults to 120 ohm.
Single card configuration
can combine both QE1
and QE1PRI spans.
QE1 PRI 75
Emulates all functions of
QE1 PRI 75 ohm with
only one configuration
change
Requires ENBC Generic
software upgrade.
QDTC2 requires that 75
ohm impedance be
configured through card
configuration screen.
Single card configuration
can combine both QE1
and QE1PRI spans.
Configuring the QDTC2 Card
Adding a card in the PG230RM
When you install a card in the PG230RM cabinet, you must add the card using the card
maintenance application.
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101
Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Before you begin
Ensure that you have installed the QDTC2 card in the PG230RM switch. You must have the
following information about the card that is being added:
• Rack number
• Level number
• Slot number
About this task
You must specify the card type that the QDTC2 card must emulate. Unless you add the card in the
ENBC software, you cannot use the card.
Procedure
1. Log in to the switch.
2. In the Administrator Main Menu, type C and press Enter to select the Maintenance menu.
3. Type A and press Enter to select the Card Maintenance menu.
4. In the Card Maintenance menu to add a card:
a. Type A and press Ctrl+N , type the rack number and press Ctrl+N, type the level
number and press Ctrl+N , and type the slot number and press Ctrl+N.
b. Select the type of card that you want the QDTC2 card to emulate. Keep pressing
Ctrl+A to scroll through the list of available card types.
c. Press Enter to select the card type.
Example
To add a 4–Span Quad T1 PRI located at rack 1, level 1, and slot 16, type A Ctrl+N 1 Crtl+N
1 Ctrl+N 16 Ctrl+N. When you do this step, the system displays data in a form very similar to
the following.
C A R D
R L S
-------1 1 15-1
1 1 15-2
1 1 15-3
1 1 15-4
1 1 17-1
1 1 17-2
1 1 17-3
1 1 17-4
1 1 18-1
1 1 18-2
M A I N T E N A N C E
CARD TYPE
V.RV S
---------------------- ----- 96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
O
96-Port Quad T1
O
96-Port Quad T1
O
96-Port Quad T1
O
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
A)DD, D)ELETE, C)HANGE, P)ORT: A
1- 64:
65-128:
129-192:
193-248:
July 2018
R
1
1
1
1
1
1
1
1
1
1
1 1 16__
L
1
1
1
1
1
1
1
1
1
1
S
---18-3
18-4
19-1
19-2
19-3
19-4
20-1
20-2
20-3
20-4
CARD TYPE
V.RV S
---------------------- ----- 96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
2.00 A
96-Port Quad T1
2.00 A
96-Port Quad T1
2.00 A
96-Port Quad T1
2.00 A
4-Span Quad T1 PRI
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O
102
Configuring the QDTC2 Card
Activating the card
After adding a card to the Switch software, you must activate the card. By default, the card is in a
Out of Service state. If there are more than one span on the card, you must activate each span
individually.
Before you begin
You must add the card to the software before activating the card.
About this task
Using the following steps, you can activate one or more cards or spans.
Procedure
1. Log in to the switch.
2. In the Administrator Main Menu, type C and press Enter to select the Maintenance menu.
3. Type A and press Enter to select the Card Maintenance menu.
4. In the Card Maintenance menu to activate a card:
Type C and press Ctrl+N, type the rack number and press Ctrl+N, type the level
number and press Ctrl+N, and type the slot number followed with a hyphen and the
span number and press Enter. Type A and press Enter.
For example, to activate a 4–Span Quad T1 PRI located at rack 1, level 1, slot 13, and
span 2, type C Ctrl+N 1 Crtl+N 1 Ctrl+N 13–2 and press Enter. Type A and
press Enter to activate the card. When you perform this step, the system displays data
similar to the following example.
C A R D
R L S
-------1 1 1
1 1 2
1 1 3
1 1 4
1 1 5
1 1 6
1 1 7
1 1 8
1 1 9
1 1 10
M A I N T E N A N C E
CARD TYPE
V.RV S
---------------------- ----- Enhanced Network Bus
15.02 A
Enhanced DTG
1.00 A
Large Port Voice Card
2.03 A
Large Port Voice Card
2.03 A
Conference Card
10.01 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
R
1
1
1
1
1
1
1
1
1
1
A)DD, D)ELETE, C)HANGE, P)ORT: C 1 1 13-2
1- 64: 11111111 11111111 11111110
65-128:
129-192:
193-248:
July 2018
L
1
1
1
1
1
1
1
1
1
1
S
---11
12
13-1
13-2
13-3
13-4
14-1
14-2
14-3
14-4
CARD TYPE
V.RV S
---------------------- ----- Enhanced DTMF Receiver 1.06 A
Digital Dialer Card
1.00 A
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
A
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
O
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
4-Span Quad T1 PRI
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A
103
Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Changing the state of the card to Out Of Service
About this task
You must set the state of the card to Out Of Service:
• When you change the parameter of the card.
• When you delete a card. You must remove the card span from any resource group and
change the card state to Out Of Service.
Procedure
1. Log in to the switch.
2. In the Administrator Main Menu, type C and press Enter to select the Maintenance menu.
3. Type A and press Enter to select the Card Maintenance menu.
4. In the Card Maintenance menu to activate a card:
Type C and press Ctrl+N, type the rack number and press Ctrl+N, type the level
number and press Ctrl+N, and type the slot number followed with a hyphen and the
span number and press Enter. Type O and press Enter.
Example
To change the state to Out Of Service of a 4–Span Quad T1 PRI located at rack 1, level 1, slot 13,
and span 2, type C Ctrl+N 1 Crtl+N 1 Ctrl+N 13–2 and press Enter. Type O and press
Enter to activate the card. When you perform this step, the system displays data in a form similar
to the following example:
C A R D
R L S
-------1 1 1
1 1 2
1 1 3
1 1 4
1 1 5
1 1 6
1 1 7
1 1 8
1 1 9
1 1 10
M A I N T E N A N C E
CARD TYPE
V.RV S
---------------------- ----- Enhanced Network Bus
15.02 A
Enhanced DTG
1.00 A
Large Port Voice Card
2.03 A
Large Port Voice Card
2.03 A
Conference Card
10.01 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
Enhanced Call Progress 1.00 A
R
1
1
1
1
1
1
1
1
1
1
A)DD, D)ELETE, C)HANGE, P)ORT: C 1 1 13-2
1- 64: 11111111 11111111 11111110
65-128:
129-192:
193-248:
July 2018
L
1
1
1
1
1
1
1
1
1
1
S
---11
12
13-1
13-2
13-3
13-4
14-1
14-2
14-3
14-4
CARD TYPE
V.RV S
---------------------- ----- Enhanced DTMF Receiver 1.06 A
Digital Dialer Card
1.00 A
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
A
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
O
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
4-Span Quad T1 PRI
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O
104
Configuring the QDTC2 Card
Deleting a card from the PG230RM
Ensure that the card is not in any of the resource groups and is in the Out of Service state before
you delete.
Before you begin
The card must be in the Out of Service state before deleting. Ensure that the card is not in any of
the resource groups.
You must have the following information about the card that is being deleted:
• Rack number
• Level number
• Slot number
About this task
You can delete the card from the application.
Procedure
1. Log in to the switch.
2. In the Administrator Main Menu, type C and press Enter to select the Maintenance menu.
3. Type A and press Enter to select the Card Maintenance menu.
4. In the Card Maintenance menu to delete a card:
a. Type D and press Ctrl+N , type the rack number and press Ctrl+N, type the level
number and press Ctrl+N , and type the slot number and press Ctrl+N.
b. Press Enter to confirm the card deletion.
Example
To delete a 4–Span Quad T1 PRI located at rack 1, level 1, and slot 16, type D Ctrl+N 1 Crtl
+N 1 Ctrl+N 16 Ctrl+N. When you perform this step it will look like the following
C A R D
R L S
-------1 1 15-1
1 1 15-2
1 1 15-3
1 1 15-4
1 1 16-1
1 1 16-2
1 1 16-3
1 1 16-4
1 1 17-1
1 1 17-2
M A I N T E N A N C E
CARD TYPE
V.RV S
---------------------- ----- 96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
96-Port Quad T1
1.00 M
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
O
4-Span Quad T1 PRI
O
96-Port Quad T1
O
96-Port Quad T1
O
R
1
1
1
1
1
1
1
1
1
1
A)DD, D)ELETE, C)HANGE, P)ORT: D 1 1 16__
1- 64: 11111111 11111111 11111110
65-128:
July 2018
L
1
1
1
1
1
1
1
1
1
1
S
---17-3
17-4
18-1
18-2
18-3
18-4
19-1
19-2
19-3
19-4
CARD TYPE
V.RV S
---------------------- ----- 96-Port Quad T1
O
96-Port Quad T1
O
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
96-Port Quad T1
1.00 A
4-Span Quad T1 PRI
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105
Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
129-192:
193-248:
#00 Thu Jan 29, 2009
2:04
Are You Sure?
Then, Depress Enter!
Parameter Description and Default Parameters for QDTC2
emulated cards
Description of various card parameters
This topic provides information about various card parameters.
Related links
General configuration of QDTC2 card on page 106
Description of QDTC2 card parameters on page 107
Configure Span type field on page 107
Configure Code field on page 108
TXGAIN and RXGAIN on page 108
TXCLCK and RFCLCK on page 109
SLIP threshold field on page 109
OOF threshold field on page 109
CRC on page 109
TS0 on page 109
TS16 on page 110
Modify Port timing on page 110
General configuration of QDTC2 card
The card is equipped with four independent spans. You can set the QDTC2 card as a 1, 2, 3, or 4
span card. The number of spans chosen determines how much address space is assigned to the
card on the switch. Normally, the card is setup such that all 4 spans are assigned in the switch
database, then any unused spans are placed into an “UNUSED” state on the switch Maintenance
menu. This allows for easy agent and line upgrades in the future. If the unused spans are not set
to this unused state, then they will be in a constant Alarm condition and will show up in the switch
alarm screens and light the alarm LEDs on the front panel of the card. There are instances,
however, when it is desirable to configure the card for lesser spans; such as on a very large
system where only a small amount of address space remains and only a portion of the spans will
fit into the database.
Related links
Description of various card parameters on page 106
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106
Parameter Description and Default Parameters for QDTC2 emulated cards
Description of QDTC2 card parameters
The fields are described in detail below:
Span location
The card Span Location for this example is Rack 1, Level 1, Slot 10, Span 1.
Status
The Status is given as Out of Service, but will be shown as Maintenance or Active during normal
operation. This field is a status only type field and cannot be changed.
Card type
Card Type is shown as 4-Span Quad E1, as set earlier. This field is status only and cannot be
changed.
Related links
Description of various card parameters on page 106
Configure Span type field
Span Type is a configurable field and has the following settings:
Field Name
Field Description
CAS/R2
This is the default setting for this field and provides the normal E1-CAS operation as
specified in the ITU (CCITT) Q-Series standards – Q.421, Q.422, Q.424, and Supplement
No. 6. This setting is used for all countries and PBXs, unless the operation of the link is
specifically defined as one of the remaining options.
CAS/MerT
This option provides for connection to the old Mercury E1-CAS Network in the UK (and any
other regions that used this protocol). The T designation indicates that this is the
Termination end of the span.
CAS/MerTD
This option provides for connection to the old Mercury E1-CAS Network in the UK (and any
other regions that used this protocol). The TD designation indicates that this is the
Termination end of the span and that it is optioned for the DDI (Direct Dialing Inward)
operation.
CAS/MerN
This option provides the network side connection of the old Mercury E1-CAS Network in
the UK (and any other regions that used this protocol). The N designation indicates that
this is the Network end of the span and that the connection must be to a Mercury
provisioned termination.
CAS/MerND
This option provides the network side connection of the old Mercury E1-CAS Network in
the UK (and any other regions that used this protocol). The ND designation indicates that
this is the Network end of the span and that DDI (Direct Dialing Inward) operation is
supported. The connection must be to a Mercury enabled DDI termination.
CAS/NthT
This option provides for connection to the E1-CAS Network in the Netherlands (which can
be referred to as ALS-70D or T11). The T designation indicates that this is the Termination
end of the span.
CAS/NthTD
This option provides for connection to the E1-CAS Network in the Netherlands (which can
be referred to as ALS-70D or T11). The TD designation indicates that this is the
Table continues…
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107
Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Field Name
Field Description
Termination end of the span and that it is optioned for DDI (Direct Dialing Inward)
operation.
CAS/NthN
This option provides the network side connection of the E1-CAS Network in the
Netherlands (which can be referred to as ALS-70D or T11). The N designation indicates
that this is the Network end of the span and that the connection must be to a Netherlands
termination.
CAS/NthND
This option provides the network side connection of the E1-CAS Network in the
Netherlands (which can be referred to as ALS-70D or T11). The ND designation indicates
that this is the Network end of the span and that DDI (Direct Dialing Inward) operation is
supported. The connection must be to a Netherlands DDI termination.
CCS/31
This option is used when no signaling channel is needed. In this case, channel 16, which
would normally carry signaling information, is allowed to be used to carry bearer voice or
data. This option can be selected if the span is being used to carry only data, or if an ISDN
D-channel is being provided for use by this span but is resident on another span (NFAS
operation), or if the signaling information for this span is being carried directly from our
switch by the SS7 network (which is not an option at this time).
Related links
Description of various card parameters on page 106
Configure Code field
Code is a configurable field and sets the line coding on the span as follows:
Field
Name
Field Description
AMI
Alternate Mark Inversion. This is the primary way that E1 bit streams are transmitted,
wherein the polarity of each “1” (one) in the data stream is inverted from the previous “1” in
order to provide many edges from which to extract a clock. However, no provision is made
for data streams carrying many consecutive “0’s” and, consequently, no edges from which to
derive a stable clock. Schemes like HDB3, below, were created to make AMI more robust.
HDB3
High Density Bipolar with 3-Zero Substitution. This is the default setting for this field and
provides the typical E1-CAS line coding scheme where AMI is used along with a scheme for
guaranteeing “1’s” density. With HDB3, when 4 consecutive “0’s” (zeroes) are detected in the
span bit stream, a 1 is substituted for the 4th zero and a bipolar violation is inserted in the
stream. When the far end sees the bipolar violation, it replaces the 1 with a 0, therefore
restoring the data to its correct value. This is done in order to insure 1’s density in the bit
stream, which allows a more stable receive clock to be extracted, therefore, preventing clock
slips and loss of data.
Related links
Description of various card parameters on page 106
TXGAIN and RXGAIN
TXGAIN and RXGAIN are configurable fields that indicate the setting of the transmit and receive
gain of the span.
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Parameter Description and Default Parameters for QDTC2 emulated cards
Related links
Description of various card parameters on page 106
TXCLCK and RFCLCK
TXCLCK and RFCLCK are non-configurable fields.
Related links
Description of various card parameters on page 106
SLIP threshold field
SLIP is a threshold field that can be set between 0 and 255 occurrences of clock slip. If the
accumulated number of clock slips reaches the threshold value, then an alarm will be set. Setting
the threshold to 0 will disable the alarm altogether. The default setting is 255.
Related links
Description of various card parameters on page 106
OOF threshold field
OOF is a threshold field that can be set between 0 and 255 occurrences of Out-Of-Frame
conditions on the span. If the accumulated number of OOFs reaches the threshold value, then an
alarm will be set. Setting the threshold to 0 will disable the alarm altogether. The default is 17.
Related links
Description of various card parameters on page 106
CRC
CRC is a field used to enable (On) or disable (Off) the Cyclic Redundancy Check on the span.
CRC is On
A CRC check is performed on bits that are inserted by the span into the Multi-Frame Alignment
Signal (MFAS). This is the default state for this field.
CRC is Off
The CRC bits are hard coded to “1’s” and the check is not performed when this field is set to Off. It
is important that the two ends of the span match on this setting. If one end is set for Off and the
other for On, then alarms will be seen at both ends. It is sometimes difficult to determine the
reason for these alarms if you are not aware that this parameter is set differently at each end.
Related links
Description of various card parameters on page 106
TS0
TS0 is the field that controls what is sent out in the framing channel (Time Slot 0) when the
framing sequence is not being sent (only odd numbered frames are used for framing alignment).
While these bits can be changed here, no attempt is made to explain the details of this field. Refer
to the ITU specifications. The default value for this field is “11A11111.”
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Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Related links
Description of various card parameters on page 106
TS16
TS16 is the field that controls signaling for all the channels on the span. Provision is made to
change various bits in this field to modify what is sent along with the signaling bits. The default
value for this field is “00011y11.” Again, no attempt is made here to explain the details of modifying
this field.
Related links
Description of various card parameters on page 106
Modify Port timing
Modifications are made to this screen in the same manner as with the previous screen. There are
six configurable timing parameters for each port. These timing parameters are entered and
displayed in units of 10 milliseconds. Therefore, an entry of 20 provides an actual time of 200
milliseconds. Note that the Guard time is an exception to this rule and is represented in 100
millisecond units.
Field Name
Field Description
SEIZE TIMEOUT
This parameter has a default entry of 100 (1000 ms). When the E1-CAS port seizes
the line towards the PBX or network, it expects to see a Seize Acknowledge signal
coming back within this time period. Failure to see Seize Acknowledge results in a
failed seizure attempt. This parameter must not be modified unless a network provider
or PBX administrator requests that it be set to a different value.
FLASH-DET
MIN/MAX
This parameter has a default entry of 4 (40 ms) MIN and 21 (210 ms) MAX. This
parameter is only used when the interface is set to the network side in either the
Mercury or Netherlands protocols. When set to Network, this interface has the ability to
detect a hookflash type signal, called “recall” in the E1 world, from the termination end.
The validity of the recall signal is measured against the MIN and MAX time limits.
Signals that are shorter than the MIN or longer than the MAX are ignored.
FLASH SEND
This parameter has a default entry of 10 (100 ms). When a hookflash is requested by
the application, the transmit (outgoing) A-bit will be transitioned from 0 to 1 for this
amount of time and then back to 0, representing a hookflash (or recall) to the far end.
Note that setting this parameter at too high a value can result in the far end
interpreting this signal as a disconnect.
PULSE
TIMEOUT
This parameter has a default entry of 18 (180 ms). Pulse Timeout is used to filter short,
undesirable pulses on the incoming A and B bits. These transitions are primarily hits
and other unwanted pulses that appear on the signaling bits after the call is
established. Note that this parameter provides the minimum time needed for a
disconnect to be recognized from the far end.
GUARD
This parameter has a default entry of 7 (700 ms) and uses 100 ms units. The guard
timer is set when a disconnect is detected from the far end or when a disconnect is
initiated from this end. This action prohibits the application from using this interface
again until after the Guard timer expires.
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Default Parameters for QDTC2 card
Related links
Description of various card parameters on page 106
Default Parameters for QDTC2 card
You can configure the QDTC2 card as any of the following card types:
• Quad E1 PRI
• Quad T1
• Quad E1
• Quad T1 PRI
• Quad E1 DSS
This section provides the default and additional values that are available for various cards.
Related links
Parameters for QUAD E1 on page 111
Parameters for QUAD E1 PRI on page 112
Parameters for QUAD E1 DSS on page 113
Parameters for QUAD T1 on page 114
Parameters for QUAD T1 PRI on page 116
Parameters for QUAD E1
QUAD E1 card is of four types. The types are
• 4-SPAN QUAD E1
• 3-SPAN QUAD E1 ( 3-Span Quad E1 CAS-120)
• 2-SPAN QUAD E1 ( 2-Span Quad E1 CAS-120)
• 1-SPAN QUAD E1 ( 1-Span Quad E1 CAS-120)
The following table provides the parameters name and their values for QUAD E1:
Parameters
Default Value
CARD TYPE
X-Span Quad E1
CAS-120
SPAN TYPE
CAS/R2
Additional Values
• CAS/MerT
• CAS/MerTD
• CAS/MerN
• CAS/MerND
Table continues…
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Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Parameters
Default Value
Additional Values
• CAS/NthT
• CAS/NthTD
• CAS/NthN
• CAS/NthND
• CCS/31
CODE
HDB3
AMI
TXGAIN
0dB
• 3dB
• -3dB
• 6dB
• -6dB
TXCLCK
SCLK
SLIP
255
LAW
A
TS0
11A11111
RXGAIN
0dB
Cannot be changed
Mu
• 3dB
• -3dB
• 6dB
• -6dB
RFCLCK
LOOP
OOF
17
CRC
ON
TS16
00011y11
IMPEDANCE
120
Cannot be changed
Off
75
Related links
Default Parameters for QDTC2 card on page 111
Parameters for QUAD E1 PRI
QUAD E1 PRI card is of four types. The types are
• 4-Span Quad E1 PRI (4-Span QDTC2 E1 PRI120)
• 3-Span Quad E1 PRI (3-Span Quad E1 PRI-120)
• 2-Span Quad E1 PRI (2-Span Quad E1 PRI-120)
• 1-Span Quad E1 PRI (1-Span Quad E1 PRI-120)
The following table provides the parameters name and their values for QUAD E1 PRI:
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Default Parameters for QDTC2 card
Parameters
Default Value
Additional Values
CARD TYPE
X-Span Quad E1
PRI-120
ACCESS TYPE
USER
NETWORK
TRX CLOCK
2048
Cannot be changed
CA IP RULE
0
SLIP MAINT LIMIT
255
SWITCH TYPE
NET5
• QSIG-MASTER
• QSIG-SLAVE
• AT&T 5E
• AT&T 4E
• NTI
• NI2
• NTT
REF CLOCK
1544
Cannot be changed
NCA IP RULE
0
OOF MAINT_LIMIT
17
IMPEDANCE
120
75
SPAN TYPE
ECR4
DCR4
A/Mu Law
A
Mu
TXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
RXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
Related links
Default Parameters for QDTC2 card on page 111
Parameters for QUAD E1 DSS
QUAD E1 DSS card is of four types. The types are
• 4-Span Quad E1 DSS ( 4-Span Quad E1 DSS-120)
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Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
• 3-Span Quad E1 DSS ( 3-Span Quad E1 DSS-120)
• 2-Span Quad E1 DSS ( 2-Span Quad E1 DSS-120)
• 1-Span Quad E1 DSS ( 1-Span Quad E1 DSS-120)
The following table provides the parameters name and their values for QUAD E1 DSS:
Parameters
Default Value
Additional Values
CARD TYPE
X-Span Quad E1 DSS-120
ACCESS TYPE
USER
NETWORK
TRX CLOCK
2048
Cannot be changed
CA IP RULE
0
SLIP MAINT LIMIT
255
SWITCH TYPE
DASS2
• DPNSS AX
• DPNSS AY
• DPNSS BX
• DPNSS BY
REF CLOCK
1544
Cannot be changed
NCA IP RULE
0
OOF MAINT_LIMIT
17
IMPEDANCE
120
75
SPAN TYPE
ECR4
DCR4
A/Mu Law
A
Mu
TXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
RXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
Related links
Default Parameters for QDTC2 card on page 111
Parameters for QUAD T1
QUAD T1 card is of four types. The types are
• 24–Port QUAD T1
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Default Parameters for QDTC2 card
• 48–Port QUAD T1
• 72–Port QUAD T1
• 96–Port QUAD T1
The following table provides the parameters name and their values for QUAD T1:
Parameters
Default Value
CARD TYPE
XX-Port QUAD T1
SPAN TYPE
SF
Additional Values
• ESF
• SF_NR
• ESF_NR
CODE
AMI
• B7ZS
• B8ZS
•
TXGAIN
0dB
• 3dB
• -3dB
• 6dB
• -6dB
TXCLCK
SCLK
Cannot be changed
SLIP
255
LAW
Mu
A
LENG
0–133
• 133–266
• 266–399
• 399–533
• 533–655
• -7.5dB
• -15dB
• -22.5dB
RXGAIN
0dB
• 3dB
• 6dB
• -6dB
• -3dB
RFCLCK
LOOP
Cannot be changed
OOF
17
SF REMOTE ALARM MODE
BIT2 (STANDARD)
FBIT12 (JAPANESE)
SIG. TYPE
E&M
• E&M-S
Table continues…
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Installing and Configuring Quad Digital Trunk 2 card (QDTC2)
Parameters
Default Value
Additional Values
• FXOLS
• FXOLC
• FXOLD
• FXOGS
• FXOGC
• FXSLS
• FXSLD
• FXSGS
• CLEAR
Related links
Default Parameters for QDTC2 card on page 111
Parameters for QUAD T1 PRI
QUAD T1 PRI card is of four types. The types are
• 4-Span Quad T1 PRI
• 3-Span Quad T1 PRI
• 2-Span Quad T1 PRI
• 1-Span Quad T1 PRI
The following table provides the parameters name and their values for QUAD T1 PRI:
Parameters
Default Value
CARD TYPE
X-Span Quad T1 PRI
ACCESS TYPE
USER
Additional Values
• NETWORK
• 24B
TRX CLOCK
SCLK
CA IP RULE
0
SLIP MAINT LIMIT
255
SWITCH TYPE
AT&T 5E
Cannot be changed
• NTI
• NI2
• NTT
• NET5
• QSIG-MASTER
• QSIG-SLAVE
Table continues…
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Default Parameters for QDTC2 card
Parameters
Default Value
Additional Values
• NTT
REF CLOCK
RCVD
Cannot be changed
NCA IP RULE
0
OOF MAINT_LIMIT
17
SPAN LENGTH
0–133
• 133–266
• 266–399
• 399–533
• 533–655
• -7.5dB
• -15dB
• -22.5dB
SPAN TYPE
ESF
D3/4
A/Mu Law
Mu
A
TXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
RXGAIN
0dB
• -3dB
• 3dB
• -6dB
• 6dB
Related links
Default Parameters for QDTC2 card on page 111
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Chapter 15: Switch configuration
Establishing audio headset links
About this task
Lines in the opmon.cfg file configure the agent headset line to establish an audio link to the
agents through the digital switch. Headset lines are identified by a unique ID number that is
assigned to the headset line in the dgswitch.cfg file. There are both dedicated and dialback
headsets.
Procedure
1. To configure the dedicated headset links:
a. Open /opt/avaya/pds/config/opmon.cfg with a convenient editor such as vi.
Note:
For more details refer to STR
b. Set the CFGTIME parameter to 15.
c. Set the DEDHEAD parameter to headset_range, port_number For example,
DEDHEAD: 1-24, 1
2. To configure dialback headset links:
a. Open /opt/avaya/pds/config/opmon.cfg with a convenient editor such as vi.
b. Set the DIALBACK parameter using this syntax DIALBACK:
<headset1>[,<headset2>][,...]:<grp>:[<ISDN>]:<pfx>: <sfx>. The
parameters are:
Parameter
Description
<headsetid>
Single headset ID or range of headset IDs in the
resource group <grp>. You can mix singles and
ranges in the same list. Headset IDs correspond to
those in dgswitch.cfg.
<grp>
Digital switch resource group number used for
dialback headset ports.
Table continues…
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Configuring port assignments
Parameter
Description
<ISDN>
Indicates the ISDN protocol. If omitted, the system
automatically takes the value as 0. Possible values
are:
• 0 = Non-ISDN (default)
• 1 = ISDN
• 2 = DPNSS/DASS2
<pfx>
String that prefixes dial-back phone numbers before
dialing out on the line (such as 9 for an outside
line). Numeric characters only-no hyphens or
parenthesis.
<sfx>
String that suffixes dial-back phone numbers before
dialing out on line. Numeric characters only-no
hyphens or parenthesis.
c. Set the DIALBACKNUM parameter to specific pool of headset or ALL.
For example, the following entries configure the first four headsets as dedicated, the
next six as dial-ins, the next two as dial-backs to extensions, and the last two as dialbacks to outside numbers. Note how the dial-backs to outside numbers have a prefix,
9, specified in their associated DIALBACK entry.
DEDHEAD:1-4:1
DIALIN:5-10:4000-4900
DIALBACK:11-12:10:0::
DIALBACKKEY:7001,3123:7002,3154
DIALBACK:13-14:11:0:9-:
DIALBACKKEY:8001,7234198:8002,7239116
Configuring port assignments
About this task
The dgswitch.cfg file contains the digital switch port addressing information for Proactive
Contact. This file contains the following sections:
• headset port information
• inbound/outbound port information
• transfer trunk port information
Port assignments are usually mixed on a trunk card. For example, a T1 card with 24 ports can
have 20 inbound/outbound trunks and 4 transfer trunks. Gather the data for all three sections
before you configure this file.
Procedure
1. To edit the dgswitch.cfg file, type dgcreate at the command prompt.
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Switch configuration
The system opens a utility where you can add cards, ports, headsets, and specify other
switch configuration information. To create the dgswitch.cfg file, type dg_import.
Note:
The information in the dgswitch.cfg file must match the switch configuration
information defined in the digital switch database and loaded at start up. Entries in this
file cannot be preceded by a blank spaces. The ID numbers used for headset lines
must match those in the opmon.cfg file. To know more about dgcreate or
dgimport, refer to the Software Technical Reference for Avaya Proactive Contact
Guide.
2. Use this format to enter port addressing information.
<type>:<port no>:<equip no>:<ISDN protocol>:<dir number>: #<Rack>-<level>-<slot><position>
These parameters are:
Entry
Description
<type>
The type of entry. Acceptable values are:
• H = Headset
The number of agent licenses you need equals the OPLIMIT
parameter value in themaster,.cfg file. You need one H: line
for each agent license.
• N = Normal inbound and outbound
The number of outbound phone lines you need is determined by
the values of the LINEASSIGN or PORTS parameters in the
master.cfg file. You need one N: line for each phone line.
• T = Transfer trunk
The number of transfer trunks you need equals the
TRANSPORTS parameter value in themaster,.cfg file.
<port no>
Sequential port number used for each <type>.
This entry is also used as the headset number if a port is
associated with an agent line interface card.
<equip no>
Decimal equivalent of the port address assigned by the digital
switch to the equipment port. This entry associates the port
address assigned by the digital switch with the <port no> used for
headsets and lines.
<ISDN protocol>
For ISDN cards, indicates the type of ISDN protocol. Acceptable
values are:
• 0 = Not an ISDN card (default)
• 1 = ISDN
• 2 = DPNSS/ DASS2
Table continues…
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Configuring port assignments
Entry
Description
<dir number>
The directory number. A string up to 30 characters long, which is
usually not used.
<rack>
The cabinet that the card containing the port is in. On one-cabinet
systems, always 1.On systems with a second cabinet, the e
cabinet is rack 1, the telephony cabinet is rack 2.
<level>
The shelf that the card is in (counting from top to bottom). On onecabinet system, always 1. On two-cabinet systems, if <rack> = 2,
<level> can be 1 or 2.
<slot>
The position on the card where the port is located. Number of
positions per card varies by card type (see the Digital Switch
Reference Manual for more information). A T1 card has 24
positions.
3. Insert the action for another step, or delete if it's not required.
Example
The following is part of the baseline dgswitch.cfg file (ellipses (. . .) indicate omissions).
# Headset Ports
H:1:744:0::#H:29:1:1-1-17-3-1
H:2:745:0::#H:29:1:1-1-17-3-2
H:3:746:0::#H:29:1:1-1-17-3-3
H:4:747:0::#H:29:1:1-1-17-3-4
H:5:748:0::#H:29:1:1-1-17-3-5
H:6:749:0::#H:29:1:1-1-17-3-6
H:7:750:0::#H:29:1:1-1-17-3-7
H:8:751:0::#H:29:1:1-1-17-3-8
...
# Outbound Ports
N:1:752:0::#O:10:1:1-1-17-3-9
N:2:753:0::#O:10:1:1-1-17-3-10
N:3:754:0::#O:10:1:1-1-17-3-11
N:4:755:0::#O:10:1:1-1-17-3-12
N:5:756:0::#O:10:1:1-1-17-3-13
N:6:757:0::#O:10:1:1-1-17-3-14
...
# Inbound Ports
N:29:1324:1::#I::1:1-1-19-2-21
N:30:1325:1::#I::1:1-1-19-2-22
N:31:1326:1::#I::1:1-1-19-2-23
N:32:760:0::#I:10:1:1-1-17-3-17
N:33:761:0::#I:10:1:1-1-17-3-18
N:34:762:0::#I:10:1:1-1-17-3-19
N:35:763:0::#I:10:1:1-1-17-3-20
N:36:1216:0::#Dummy port for IVR
# Transfer-thru Trunks
T:1:764:0::#T:28:1:1-1-17-3-21
# Can't mix ISDN and T1 Transfers
#T:1:1302:1::#T:9:1:1-1-19-1-23
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Switch configuration
Avaya Communication Manager for Proactive Contact with
CTI
The CTI deployment is the same as a non-CTI deployment with the exception that there is no
switch. All dialing, agent headsets, transfers, and call classification is done by the Avaya ACD.
This is accomplished through the Application Enablement Services (AES).
You must configure Avaya Communication Manager to work with Proactive Contact. The Proactive
Contact system communicates with the Avaya Communication Manager using a Computer
Telephony Interface link through the Avaya Application Enablement Services (AES) server. You
configure the Avaya Communication Manager directly.
In general, the Avaya Communication Manager configuration applies to Avaya Application
Enablement Services (AES).
Important:
Before you configure the switch for Proactive Contact with CTI, Avaya AES must be installed,
configured, and working properly. For more information on installing AES, see the Avaya
support Web site for the appropriate Avaya AES installation guides.
Related links
Configuring a CTI link for Proactive Contact on page 122
Configuring Proactive Contact features on page 123
Configuring special information tones treatment on page 125
Configuring agent stations on page 126
Configuring vectors, VDNs, and wait queue announcements on page 127
Configuring automatic route selection for outbound calls on page 128
Configuring hunt groups for Agent Blending (optional) on page 128
Configuring agent login IDs and skills for Agent Blending (optional) on page 129
Optional: Configuring vectors and VDNs for Agent Blending on page 129
Configuring phantom numbers and reason codes for Agent Blending (optional) on page 130
Configuring double-digit reason codes on page 131
Configuring CTI link for double-digit reason codes on page 131
Configuring a CTI link for Proactive Contact
Procedure
1. On the Communication Manager system, at the system prompt, type the display
system-parameters customer-options command and press Enter. The system
displays optional features licensed on the system.
2. Verify that the following features are set to y:.
• Computer Telephony Adjunct Links on page 3
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Avaya Communication Manager for Proactive Contact with CTI
If they are not set to y, contact the Avaya sales team or Avaya Partner to enable these
features. A system license file controls the settings on this form.
3. Navigate in the Optional Features form to verify that Processor Ethernet is set to y on page
5. If it is not set to y, contact the Avaya sales team or Avaya Partner to enable this feature.
A system license file controls the settings on this form.
4. At the system prompt, type the change node-names ip command and press Enter.
Specify a node name for the Avaya AES server and its IP address. For example, Name:
aes98, IP Address: xxx.xxx.xxx.xxx.
5. To enable AES on the IP Services form, at the system prompt, type the change ipservices command and press Enter. On the form, enter the following values:
Option
Value
Service Type
AESVCS
Enabled
y
Local Node
IP address of the node name which is
mentioned in the clan board
Note:
The system automatically populates the default Local Port (8765) when you select the
AESVCS service type.
6. Navigate to about page 3 of the form and enter the following values:
Option
Value
AE Services Server
hostname
Password
alphanumeric password
Enabled
y
7. At the system prompt, type the add cti-link link number command and press
Enter. On the form that displays, enter these values:
Option
Value
Extension
available station number
Type
ADJ-IP
Name
descriptive name
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring Proactive Contact features
About this task
To configure Proactive Contact features for Avaya Communication Manager follow these steps:
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Switch configuration
Procedure
1. At the system prompt, type change system-parameters customer-options and
press Enter. The system displays optional features licensed on the system.
2. Navigate to about page 4 and enter y for the Global Call Classification option.
3. Navigate to about page 6 and enter y for the Expert Agent Selection (EAS) ? option.
4. Navigate to about page 9 and enter y for the Agent States option.
5. Navigate to about page 11 and enter y for the Expert Agent Selection (EAS) enabled ?
option.
6. If you are not using CTI, on the same page enter y for the Phantom Calls option.
7. At the system prompt, type change system-parameters features and press Enter.
8. Navigate to about page 5 and enter y for the Create Universal Call ID (UCID) option.
9. Navigate to about page 13 and enter the following values:
Option
Value
Copy ASAI UUI During Conference/Transfer
y
Send UCID to ASAI
y
10. (Optional) If you are using ISDN trunks, there is an option for Call Classification After
Answer Supervisor on page 12. Set this option using the guidelines below.
If you set this parameter to n, a classifier port is attached to the call at setup.
If you set this parameter to y, an answering machine detection is desired, and a classifier
port is attached to the call after the ISDN CONNECT event. The classifier port then
determines if an answering machine answered the call.
Setting the parameter to y works best in environments where you want any events prior to
the ISDN CONNECT to be ignored. For example, noisy circuites or color ringing.
In the US and Canada, the circuits are relatively quiet and color ringing is not yet popular,
so the n option is sufficient.
Tip:
For slow networks, using the y setting, especially for systems located in a different
country than the customers they dial, the person called will answer "hello" before the
ISDN CONNECT message reaches the Proactive Contact system, so the initial "hello"
is missed.
11. Enter the change announcement n command, where n is an announcement number.
Configure four announcements for the messages that Proactive Contact uses to play on
the agent’s telephone. In the sample configuration, announcement numbers 6 through 9
were used with extensions 20206, 20207, 20208, and 20209. The following four messages
in the table below must be administered and recorded.
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Avaya Communication Manager for Proactive Contact with CTI
Announcement Extension
Message Type
Recorded Message
20206
Greeting
“Welcome to Proactive Contact
System”
20207
Inbound
“You are now in inbound mode”
20208
Outbound
“You are now in outbound
mode”
20209
NotLogged In
“You are not logged in”
change announcements 5
Ann.
No. Ext.
Type
5
6
7
8
9
10
integrated
integrated
integrated
integrated
integrated
integrated
20205
20206
20207
20208
20209
20210
Page
ANNOUNCEMENTS/AUDIO SOURCES
COR TN
1
1
1
1
1
1
1
1
1
1
1
1
1 of
16
Name
Group/
Q QLen Pr Rt Port
annouce05
annouce06
annouce07
annouce08
annouce09
annouce10
n
n
n
n
n
n
NA
NA
NA
NA
NA
NA
n
n
n
n
n
n
32
32
32
32
32
32
01D14
01D14
01D14
01D14
01D14
01D14
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring special information tones treatment
About this task
To set the special information tones (SIT) settings, follow these steps:
Procedure
1. On the Communications Manager system, at the system prompt, type the change sittreatment command and press Enter
2. On the page that displays, enter the following values:
Option
Value
SIT Ineffective Other
dropped
SIT Intercept
dropped or answer
Setting to answer lets the agent handle the Intercept
classification since it can provide information on how to
reach the called party.
SIT No Circuit
dropped
SIT Reorder
dropped
SIT Vacant Code
dropped
SIT Unknown
dropped
Table continues…
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Switch configuration
Option
Value
Pause Duration (seconds)
.5 to shorten the time between the "hello" and the call
reaching the agent
Talk Duration (seconds)
Determines how long to wait to see if the talking stops
before classifying the call as Answer Machine. For example,
1.5
Note:
The Proactive Contact system overwrites the AMD Treatment setting so it does not
matter what you set for this parameter (dropped or answered).
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring agent stations
About this task
On Communication Manager system versions earlier than version 5.1.1, there are three settings
that are important for each agent station configuration. This procedure requires that agent stations
must already exist.
Procedure
1. On Communication Manager system, at the system prompt, type the change station
station number command and press Enter.
2. On the page that displays, enter the following settings:
Approximat
e Page
Option
Value
2
Auto Answer
all
3
Button Assignments
button number release
The agent is expected to be using a headset.
Communication Manager provides the capability to turn the ringer off. You can either set
the Active Station Ringing parameter to silent on the telephone’s station form or add the
feature button ringer-off.
Set auto-answer on the telephone’s station form is set to all. If the telephone station is
configured with the ringer-off feature button, the agent must turn this feature on by pressing
the feature button. The agent’s telephone does not ring and the agent hears a zip tone
when the agent is delivered a predictive call.
If the agent uses a headset feature button, assign a release feature button to the agent’s
telephone if the agent is not using a softphone that has a release button. This allows the
agent to release the line after pushing their headset button.
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Avaya Communication Manager for Proactive Contact with CTI
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring vectors, VDNs, and wait queue announcements
About this task
If you configured a CTI link for Proactive Contact, use the steps below to configure a vector for
that CTI link. Configure this vector with an adjunct route link step that the system will use to make
outbound calls. More than one vector can use the same CTI link. The steps in the vector
determine what happens to an answered outbound call when an agent is not available. The steps
can vary at the discretion of Proactive Contact system administrator. You can also configure an
announcement for calls in the queue.
Configure as many vector directory numbers (VDN)s as there are jobs. These VDNs point to
vectors. The VDNs are used by the Proactive Contact system to make the predictive and
managed CPA calls.
Tip:
More than one line group (VDN) is useful if you want different wait queue messages or
outbound dialing configurations.
Procedure
1. On the Communication Manager system, at the system prompt, type the add VDN
command and press Enter.
The system displays a Call Vector form similar to this:
01
02
03
04
05
06
07
08
09
adjunct
wait-time
announcement
wait-time
announcement
wait-time
announcement
wait-time
disconnect
2
41016
20
41017
5
41018
5
routing link 2
secs hearing silence
secs hearing music
secs hearing music
secs hearing music
after annoucement 41019
2. Edit the form to create your own vector configuration. The first and second vectors are
required. At least one announcement is usually preferred. A goto step can have the vector
repeat the same announcement after a pause.
3. At the system prompt, type the add vdn extension number command and press
Enter. The system displays the Vector Directory Number form.
4. Configure a VDN for the vector used for the Adjunct Route you configured in step 1.
5. At the system prompt, type the list announcements command and press Enter to set
up announcement ports. The announcement ports contain wait queue messages and
messages to be played as directed by agents and the virtual agents.
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Switch configuration
Here are examples of announcement types:
• Greeting: Welcome to <call center name> extension 41016
• Outbound message: You are now an outbound agent extension 41019
• Not logged in message: You are not logged in extension 41015
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring automatic route selection for outbound calls
About this task
Automatic route selection (ARS) is very specific to each installation. Use the following steps as
need to route the dialed outbound call to an announcement or station.
Procedure
1. On the Communication Manager system, at the system prompt, type the display ars
analysis digits command and press Enter. The system displays the automatic
route selection information. Make any required changes.
2. At the system prompt, type the display route-pattern route pattern number
command and press Enter. The system displays the route pattern information. Make any
required changes.
3. At the system prompt, type the display trunk-group trunk group number
command and press Enter. The system displays the trunk group information. Make any
required changes.
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring hunt groups for Agent Blending (optional)
Procedure
1. On the Communication Manager system, at the system prompt, type the add huntgroup hunt group number command and press Enter.
2. Add a new hunt group for Acquire - Outbound calls and set the ACD, Queue, and Vector
fields to y.
3. Enter a description group name in the Group Name field.
4. Enter a valid extension in the Group Extension field.
5. Set other field values on this page.
6. Navigate to page that contains the Skill field.
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Avaya Communication Manager for Proactive Contact with CTI
7. Set the Skill field to y.
8. Set other field values on the page.
9. Repeat steps 2 through 8 to add a new hunt group for the ACD inbound calls. You can use
the default Service Level values. These values must match the Agent Blending
configuration settings.
• Default service level target is80 in 20
• Expected call handling time (sec): 180
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring agent login IDs and skills for Agent Blending
(optional)
About this task
To configure agent login IDs and skills for Agent Blending, follow these steps:
Procedure
1. On the Communication Manager system, at the system prompt, type the add agentloginID command and press Enter.
2. Enter a descriptive name in the Name field.
3. Enter an appropriate password in the Password field.
4. Navigate to page 2.
5. Set the Skill Number (SN) field to the appropriate number for your installation.
Note:
The Skill Number is very site specific.It is required that the agent have an acquire skill.
The number of inbound skills is site specific.
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Optional: Configuring vectors and VDNs for Agent Blending
Procedure
1. On the Communication Manager system, at the system prompt, type the change vector
acquire skills vector number command and press Enter.
Modify the vector to deliver calls to the Acquire skills as necessary. Proactive Contact
uses this vector to acquire agents for outbound calls.
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Switch configuration
2. To add a VDN to route calls to Proactive Contact Acquire ACD call vector, type the add
vdnVDN number command and press Enter.
a. Enter a descriptive name in the Name field.
b. Set the Vector Number field to the call vector number used in step 1.
3. To change the call vector used to deliver calls to the Proactive Contact Inbound skills for
inbound ACD calls, type the change vector Inbound skills vector number
command and press Enter.
Make any changes required to the vector.
4. To add/change a VDN to route calls to Proactive Contact inbound calls to the ACD, type
the add/change VDNVDN number command and press Enter.
a. Enter a descriptive name in the Name field.
b. Set the Vector Number field to the call vector number used in step 3.
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring phantom numbers and reason codes for Agent
Blending (optional)
About this task
Phantom numbers are used during Agent Blending to pick an agent for outbound calling by dialing
the acquire VDN. Once the agent is picked, the CTI dialer puts the agent in AUX work mode.
Procedure
1. On the Communication Manager system, at the system prompt, type the change
station station_number command and press Enter.
Set the type field to CTI.
2. To configure a reason code to use when the agent is acquired for outbound calls and put
into AUX work mode, type the display reason-code-names command and press
Enter.
Enter a description, for example Outbound Work.
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
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Avaya Communication Manager for Proactive Contact with CTI
Configuring double-digit reason codes
About this task
Reason codes are codes for status changes. From Release 5.1.2, Avaya Proactive Contact
accepts reason codes in the range of 1-99 from Avaya Aura® Communication Manager in the soft
dialer mode. With the double-digit reason codes, agents can go on break, but still be available to
receive outbound calls.
If the value of a reason code is 0 in the cti.cfg file, the system turns the reason code feature
off.
Procedure
1. On Avaya Aura® Communication Manager, at system prompt, type Change System
Parameters and press Enter.
The system displays the Change system-parameters features screen.
2. Go to Page 14 of the screen.
3. Under REASON CODES, type Y in the Two-Digit Aux Work Reason Codes? field.
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
Configuring CTI link for double-digit reason codes
Procedure
1. On Avaya Aura® Communication Manager, at system prompt, type Change CTI Link
and press Enter.
The system displays the CTI link N configuration screen.
2. Go to Page 2 of the screen.
3. Under FEATURE OPTIONS, type Y in the Two-Digit Aux Work Reason Codes? field.
Example
Related links
Avaya Communication Manager for Proactive Contact with CTI on page 122
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Switch configuration
Configuring Avaya Application Enablement Services
server
About this task
The administrative interface for the AE Services server is the Web-based OAM (Operations,
Administration, and Maintenance) interface.
Procedure
1. Type http://hostname or IP address:8443/MVAP, into the Address field of your
Web browser, to access the OAM tool.
2. Log in using your username and password (administrator privileges required). The system
displays the Welcome screen.
3. Verify that the license has the proper permissions for the TSAPI feature.
4. Under CTI OAM Home on the left navigation bar, click Administration > Switch
Connections.
a. Enter a Connection Name (alphanumeric plus 1 special character).
b. Click Add Connection.
5. On the Set Password screen, enter a Switch Password.
Warning:
This must be the same password you entered in the IP Services form in the Avaya
Communication Manager.
a. Enter the same password in the Confirm Password field.
b. Select the SSL check box.
c. Click Apply.
6. Click Administration > Switch Connections.
a. Click the New Switch Connection radio button.
b. Click Edit Connection.
c. Enter the IP address of the CLAN board.
7. Click Status and Control > Switch Conn Summary to view the status of the switch
connections.
8. Click Administration > CTI Link Admin > TSAPI Links to administer the TSAPI link.
Click Add link to add a new TSAPI link.
• For AES4.1 or earlier releases, select Unencrypted option in Security field.
• For AES4.2 and above releases, select Encrypted option in Security field.
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Configuring Avaya Application Enablement Services server
9. Select an appropriate free Link to use.
a. Enter the Line, Switch Connection and Switch CTI Link Number
b. Click Apply Changes.
10. Under CTI OAM Home on the left navigation bar, click Maintenance and then Service
Controller.
Select TSAPI Service and click Restart Service.
11. Click Security Database > Tlinks to view the Telephony Link Name to be used by
Proactive Contact.
12. Under CTI OAM Home on the left navigation bar, click User Management.
Click User Managment again to continue.
13. For Proactive Contact to access the TSAPI link, you must configure a user ID and
password. In the left panel, under the User Management heading, click Add User. Enter
the following required values:
Parameter
Value
User ID
User ID for unrestricted CTI user
Common Name
Enter a common name
Surname
Enter a surname
User Password
Enter a user password
Confirm Password
Confirm the user password
CTI user
Yes
Click Apply.
14. Under CTI OAM Home on the left navigation bar, click Security Database > CTI Users >
List All Users. Select the Proactive Contact user ID and click Edit. Select Disable for the
Unrestricted Access field. You can configure this setting according to the security
requirements in your environment. Contact your Avaya support representative for more
information.
Related links
Configuring SSL on a UAC enabled system on page 133
Changing mid-tier configuration of Supervisor workstation on a UAC enabled system on page 135
Configuring SSL on a UAC enabled system
About this task
Warning:
By default, Dialer and Supervisor communication is over SSL and is secured. The dialer and
Supervisor both need to have the same settings of the SSL
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Switch configuration
You must run the SSL tool with Administrator privileges. To run this tool where UAC is enabled
perform the following steps:
Procedure
1. Go to <Windows installation directory> system32 folder.
2. Select cmd.exe.
3. Right click and select Run As Administrator.
The system displays a command prompt.
4. Navigate to the < Installation path of Proactive Contact 5.1> Supervisor> Common.
5. Run SSL Configurator.hta from the command prompt.
Note:
To configure the mid-tier configurations for Supervisor applications where UAC is enabled,
run Health Manager with Administrative privileges. .
Related links
Configuring Avaya Application Enablement Services server on page 132
Changing SSL configuration on Proactive Contact on page 134
Changing SSL configuration on Proactive Contact
Before you begin
Warning:
By default, Dialer and Supervisor communication is over SSL and is secured. The Dialer and
Supervisor both need to have the same settings of the SSL. In a POD environment, all dialers
need to have the same setting of SSL. This change affects all connections with Proactive
Contact CORBA services. This procedure requires the restarting of the dialer and mid-tier
services, it should be done out of hours.
Procedure
1. Log in to Proactive Contact Dialer as admin.
2. Run the stop_pds, stop_mts command from the command line.
3. Verify the status of all services by running the check_mts, check_pds commands.
4. Log in to the dialer as sroot.
a. Type ssl_conf to run the ssl_conf script.
b. Type Y or N for the question Do you want to turn off CORBA SECURITY?
5. Run the go lists command and delete the .STATUSINFO.txt file.
6. Run the start_mts; start_pds commands from the command line
7. Check the health of all components by running the check_db check_mts check_pds
commands.
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Configuring SIPREC
Related links
Configuring SSL on a UAC enabled system on page 133
Changing mid-tier configuration of Supervisor workstation on a
UAC enabled system
About this task
To change the mid-tier configuration on a UAC enabled system, the user must run Health Manager
with Administrator privileges.
To run Health Manager with Administrator privileges on a UAC enabled system, perform the
following steps:
Procedure
1. Select the Health Manager application.
2. Right click and select Run as Administrator.
Related links
Configuring Avaya Application Enablement Services server on page 132
Configuring SIPREC
Before you begin
To configure SIPREC, set the SEND_CALLID_OUTCALL parameter value to YES in the
master.cfg file. By default, the value of SEND_CALLID_OUTCALL parameter is No.
Procedure
1. Log in to the Proactive Contact Dialer.
2. Type the command telnet <IP address of PG230> and press Enter.
3. On the Digital Switch Login screen, enter the login credentials.
4. Go to DATABASE ADMINISTRATION MENU.
The system displays the following:
D A T A B A S E
A)
B)
C)
D)
E)
F)
G)
July 2018
A D M I N I S T R A T I O N
Card Summary
Resource Group Summary
Inpulse Rules
Outpulse Rules
Print Data Base Summary
Print Data Base Detail
BRC Configuration Summary
H)
I)
J)
K)
L)
M)
N)
M E N U
Answer Supervision Templates
Routing Table Summary
ISDN Supervision Templates
ISDN Message Templates
ISDN NFAS Group Summary
LPVC Configuration Summary
Signaling Group Summary
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Switch configuration
5. Select ISDN Message Templates.
Enter Selection: _
I S D N
NO
-1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
MESSAGE
------SETUP
________
SETUP
CALLPROC
ALERTING
________
________
________
________
________
________
________
________
________
________
________
R/T
--T
_
R
T
T
_
_
_
_
_
_
_
_
_
_
_
M E S S A G E
DSP
--_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
NO
-17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
T E M P L A T E
MESSAGE
------________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
R/T
--_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
DSP
--_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
S U M M A R Y
NO
-33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
MESSAGE
------________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
R/T
--_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
DSP
--_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
Message Template
Tmpl Message
1
SETUP
R/T
T
IE
BEARER
DATA
8090A3
IE
CHAN ID
DATA
A98300
IE
CP NUM
DATA
80
D ANI
________
IE
CD NUM
DATA
80
D FLD 1 ________
IE
USR-USR
DATA
04
D FLD 2 ________
________ ________
________ ________
6. Edit ISDN MESSAGE TEMPLATE SUMMARY to include the following fields:
IE
DATA
D FLD 2
USR-USR
04
________
On enabling the fields in the master.cfg and PG230 ISDN message template, the Call
ID that the dialer generated for each call is passed to the PG230. This information is
further passed to the CM’s user-user information for the call.
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Deploying trusted certificates
Deploying trusted certificates
About this task
If you want to use any certificate such as AES server certificate and Trusted Certificate signed by
a custom CA then, you must deploy the trusted certificates on the client system as well. You must
also mention the path in the tslibrc file. Perform the following procedures to deploy the trusted
certificates:
Procedure
1. Open the AES Management Console in a web browser.
2. Go to Security > Certificate Management > CA Trusted Certificates.
3. Select the certificate that your custom CA creates and which you deploy on the AES.
4. Click Export.
5. Copy the certificate from the browser.
6. Log in to the dialer as admin.
7. Change the directory to /opt/avaya/pds/openssl/certificate.
8. Create a new certificate file using the vi editor.
9. Paste all the contents copied from the web browser into this file.
10. Save the certificate and exit the vi editor.
11. change the directory to /opt/avaya/pds/config.
12. Edit the .tslibrc file using the vi editor.
13. Add Trusted CA File=/opt/avaya/pds/openssl/certificate/
CustomCert.pem at the end of the file.
14. Ensure that the path and the filename are correct. Save the file and exit the vi editor.
If you use blend along with a Proactive Contact with CTI then the previous line needs to be
present in /opt/avaya/pab/config/.tslibrc file as well.
Exporting trusted CA certificate for Avaya Aura®
Application Enablement Services 7.0
About this task
Customers who want to upgrade to Avaya Aura® Application Enablement Services (AE) 7.0 server
cannot connect to the AE server using the old Avaya-provided server certificate. If you have been
using these certificates in a production environment, you must prepare and execute a rollout plan,
as soon as possible, to update your Proactive Contact 5.1, 5.1.1, and AE Services server with
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Switch configuration
your own certificates. Avaya strongly encourages customers to create this certificate prior to
upgrading to the AE Services 7.0 release.
Note:
• For any AE Services release, where the installed AE Services server certificate has been
replaced with a customer provided certificate, the client/server TLS connection is not
affected.
• SHA2 based certificate does not work with Proactive Contact.
Procedure
1. On AE Services server management web console, go to Security > Certificate
Management > CA Trusted Certificates page.
2. Select the certificate you want to export, then click Export.
The system displays the certificate in a new window.
3. Copy the entire text in the window and add it to the end of the existing /opt/mvap/
tsapi/client/certs/CA/avayaprca.pem on Proactive Contact.
Requirements for configuring a CTI deployment
Note the following points about CTI deployment.
• Agent stations must be in a COR that allows them to play the announcement ports on the
Avaya ACD. Those announcement ports are used for the "Welcome to Proactive Contact"
announcement. On a PAB CTI dialer they would also have announcements recorded for
"Moving to Outbound", "Moving to Inbound", "Please login to the Avaya Proactive Contact."
• In the vectoring, the first step must be an adjunct routing link. The number at the end of the
line is the CTI link number that must be the link the system uses. If this is incorrectly
referenced, no dialing will take place.
• The COR on the tlink, which correlates to an FRL, must also be in a COR/FRL that allows
local, local long and long distance dialing depending on the needs of the dialer.
Vector example, VDN 891
Bold face lines do not appear in the file, but are included here as a comment on the line directly
below them in the display.
Definity: display vector 891 (page 1) 2/1/2006 3:27:56 PM
- CALL VECTOR
Number: 891 Name: Sales
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/Il-Digits? y ASAI Routing? i
Prompting? y LAI? n G3V4 Adv Route' y CINFO? y BSR? y Holidays? y
Variables? y __________
>This points to the CTI link number.
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Vector example, VDN 4986
01 adjunct routing 3
02 wait-time 1 secs hearing silence
>These 'announcements' correlate directly to voicemsg.cfg.
03 announcement 2061
04 announcement 2098
05 announcement 2062
06 announcement 2099
07 disconnect after announcement 2063
08
09
Vector example, VDN 4986
Definity: display station 4986 (page 1) 2/8/2006 7:31:36 PM
STATION
Extension: 4986
Type: 2420
Port: 0lD0107
Name: Avaya test phone 1
Lock Messages? n Security Code:
Coverage Path 1: 3
Coverage Path 2:
Hunt-to Station:
BCC: 0
TN: 1
COR: 10 Must be a COR that allows playing of announcement ports.
COS:
STATION OPTIONS
Loss Group: 2
Data Option: none
Speakerphone: 2-way Display Language: english
Personalized Ringing Pattern:
Message Lamp Ext:
Mute Button Enabled?
Expansion Module?
Media Complex Ext:
IP SoftPhone? n
Remote Office Phone? n
Definity: display station 4986 (page 2) 2/8/2006 7:31:36 PM STATION
FEATURE OPTIONS
LWC Reception: audix
LWC Activation? y
LWC Log External Calls? n
CDR Privacy? n
Redirect Notification? y
Per Button Ring Control? n
Bridged Call Alerting? n
Active Station Ringing: single
H.320 Conversion? n
Service Link Mode: as-needed
Multimedia Mode: basic
MWI Served User Type:
AUDIX Name: audix01
Automatic Moves: no
Emergency Location Ext: 4986
Auto Select Any Idle Appearance? n Coverage Msg Retrieval? y
Auto Answer: none
Data Restriction? n
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Switch configuration
Idle Appearance Preference? n
Restrict Last Appearance? y
Per Station CPN - Send Calling Number?
Audible Message Waiting?
Display Client Redirection? n
Select Last Used Appearance? n Coverage After Forwarding? s
Multimedia Early Answer? n
Direct IP-IP Audio Connections?
IP Audio Hairpinning? n
Definity: display station 4986 (page 3) 2/8/2006 7:31:36 PM
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
Headset? Speaker? Mounting: d
Cord Length: 0 Set Color:
ABBREVIATED DIALING
Listl: personal 1
List2: group
2 List3: system
BUTTON ASSIGNMENTS
1: call-appr
2: call-appr
3: call-appr
4: send-calls Ext:
voice-mail Number: 4343
5: directpy
6: next
7: call-disp
8: release
1
4986
n
Vector example, VDN 8901
Bold face lines do not appear in the file, but are included here as a comment on the line directly
below them in the display.
VECTOR DIRECTORY NUMBER (page 1)
Extension: 8901
Name: SALES
>This is where the actual vectoring steps are located.
Vector Number: 891
Attendant Vectoring? n
Meet-me Conferencing? n
Allow VON Override? n
>Must be a COR that allows local, local long & long distance dialing.
COR: 5
TN: 1
Measured: both
Acceptable Service Level (sec( : 20
VON of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:
VECTOR DIRECTORY NUMBER (page 2)
AUDIX Name:
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Configure server for CTI
Return Destination:
VDN Timed ACW Interval:
BSR Available Agent Strategy: 1st-found Observe on Agent Answer? n
Display VDN for Route-To DAC? n
VDN Override for ISDN Trunk ASAI Messages? n
BSR Local Treatment? n
Configure server for CTI
Configuring Proactive Contact with CTI for outbound
Procedure
1. Create a cti_passwd.cfg file by doing the following:
a. At the system prompt, type cti_passwd -s (for the CTI option).
b. At the Enter the password for the CTI Server prompt, enter the Avaya AE
Services password.
Note:
This is the password for the user created on AES. For details refer to Configuring
Avaya Application Enablement Services server on page 132
c. At the Reenter the password for the CTI Server prompt, reenter the
password.
The system creates the cti_password.cfg file.
2. Navigate to the /opt/avaya/pds/config/swif_ct.cfg file and change the
parameters as needed. (See parameter list at the end of this section.)
3. Navigate to the /opt/avaya/pds/config/ directory.
4. To copy and rename the tslibrc file, type cp tslibrc name.tslibrc and press
Enter.
5. Edit the new .tslibrc file and add the IP address of the Avaya CT server (or AES) to the
new file.
Note:
The =450, port number, is not needed in this entry.
Note:
If you are also planning to use Agent Blending, copy the *.tslibrc file to the /opt/
avaya/pab/config directory.
6. Navigate to /opt/avaya/pds/etc/master.cfg and make the following changes with a
text editor such as vi.
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Switch configuration
Parameter
Setting
CCSFLOOR
.9 (baseline setting)
If you set this parameter to 1, then the predictive outbound job dials
with only 1 agent logged into the job.
Note:
The 1 setting does not apply to managed jobs/preview licenses.
DBSERVERIP
Oracle database server IP address.
DIALERID
1
SWITCHTYPE
SOFTDIALER
LINEASSIGN
Enter following data in this order:
a. Line groups (REG1 and REG2)
b. Type (enter O = Outbound)
c. Port numbers that map to trunk port numbers in the
dgswitch.cfg file but not to actual ports on the switch. (1-8 or
9-16)
Examples:
LINEASSIGN:REG,O=1-22;REG1,O=23-44;VIRT,O=45-48
Where:
• You must provide atleast one REG.
• O is the Outbound type of Line pool. REG, REG1, and VIRT are the
names of Line pools.
Note:
Line pools listed in LINEASSIGN can have a maximum of 4
characters in the line pool name. If you create a line pool with
more than 4 characters in the name, you will not receive any
error message, but internally, the system binaries will truncate
the name to 4 characters. For Example, Proactive Contact will
not differentiate between REG1 and REG10. This can cause an
issue when starting jobs. The line pool name is truncated after
the fourth character.
NAMESERVICEHOST
server host name
PRIMARY
YES (if this is the primary system)
PORTS
Number of outgoing trunks
IICB_HOST
server host name
OPERATORS
Number of outbound agents
OPLIMIT
Number of agent types (I = Inbound, O = Outbound, B = Blend, P =
Preview, M = Managed). For example:
Example:OPLIMIT:I=10,O=10,B=10,P=10,M=10
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Parameter
Setting
VISUALCPA
NO
This must be set to YES if you have ISDN for outbound lines. (CTI
deployment)
7. Navigate to /opt/avaya/pds/config.
8. Open opmon.cfg with vi or a similar editor and in the SOFTDIAL row, enter the number of
active headsets (equivalent to the number of outbound agents on the system). For
example: SOFTDIAL:1-96.
9. Open dgswitch.cfg with vi or a similar editor and enter the same number of Headset
Ports as the number of outbound agents and the same number of Trunks as configured in
the PORTS and the LINEASSIGN rows of master.cfg.
10. Open voicemsg.cfg with vi or a similar editor and link a message number, label and
extension to an announcement port on the switch to play voice messages. To add these
links, append four lines to the bottom of the file in the following format:
msg_num:msg_lbl:ext_num:port:type:sw_msg_num
Field
Description
msg_num
Message number.
Message number 250 is played by the agent when the
agent logs in to the system. Proactive Contact with CTI
always requires message number 250.
Proactive Contact with CTI uses message numbers 251,
252, and 253 for agent blending.
Other messages can be used to automatically play
messages or play messages at the request of the agent.
msg_lbl
Message label
ext_num
Extension number
port
Location of the announcement port on the PBX
type
Type of message to play. For example, Music
sw_msg_num
Switch message number
For example:
250:greeting:20206:Female:Folder4:Voice:Message27
251:inbound:20207:Female:Folder4:Voice:Message28
252:outbound:20208:Female:Folder4:Voice:Message29
253:notLoggedIn:20209:Female:Folder4:Voice:Message30
11. Navigate to the /opt/avaya/pds/scripts directory and copy the telephny_sd.spt
file to the telephny.spt file.
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12. Enable auto-start (following reboot) of the database, Mid-Tier services and Proactive
Contact processes by adding the following lines to the mts_script, db_script, and
pds_script files located in the /etc/rc.config.d directory.
DB_START=1
MTS_START=1
PDS_START=1
13. Modify the pdscontrol script. This script starts the agent binary during pds_stop/start.
Normally it is set to agent -d which starts the agent binary as a daemon. Make the
following change to this line in the script if you plan to do any type of predictive dialing.
Navigate to the /opt/avaya/pds/shell/pdscontrol script and make the following
change.
agent -m -d
This tells the Avaya PBX/ACD to do the call classification. Outbound calls are being placed
through VDN 8901.
Tip:
If you only have preview agent licenses (managed jobs only), do not change it. If you
do, then the agent hears everything and can see dialing the customer and then call
classify the final result. You must add the -m option. Without the -m on a managed job
the agents station is placing the call, not the outbound VDN of 8901.
Related links
swif_ct.cfg file parameters on page 144
swif_ct.cfg file parameters
The settings in the following table are for outbound calling for Proactive Contact with CTI.
Parameter
Setting
SERVER
The name of the advertised service on Application Enablement
Services (AES) (TSAPI link).
For example:
SERVER:AVAYA#DIALER#CSTA#US-ENP-AP09
LOGIN
The user name created in AES.
For example:
LOGIN:Avaya
REASONCODE
An integer from 1 to 9.
Reasoncode is optional for agent blending. When an agent is
acquired, the dialer sends a command to change the state. If the
REASONCODE parameter is configured, then the reasoncode
is sent with the command.
For example:
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Parameter
Setting
REASONCODE:9
From Release 5.1.2, Proactive Contact accepts reason codes in
the range of 1-99 from Avaya Aura® Communication Manager in
the soft dialer Switch configuration mode. With the double-digit
reason codes, agents can go on break, but still be available to
receive outbound calls.
PHANTOMNUMBERS
A list of phantom numbers that are used to acquire agents. This
can be a list, a range, or a combination of both.
For example:
PHANTOMNUMBERS: 7001-7010, 7023
WORKMODE
An optional parameter used with Agent Blending only. When the
agent is released back to inbound calls after being acquired for
outbound calls, the work mode of the agent is set to one of the
following parameters:
• MANUAL_IN: the default value. This setting is used if the
parameter is not in the file or if the parameter is not set to the
AUTO_IN parameter.
• AUTO_IN: the agent is available to receive calls and can
receive a new ACD call immediately after disconnecting from
the previous call. When Multiple Call Handling is enabled, an
agent in AUTO_IN work mode can choose to receive ACD
calls by placing the active call on hold.
• AUXILIARY: the agent is not available to receive any ACD
calls for the specified split. This mode is used when the agent
is doing non-ACD activities, such as going on a break.
AGENTANSWER
Directs the dialer to either answer or not answer predictive calls
delivered to the agent. On older Avaya PBXs, there is no way to
stop the phone from ringing when calls are delivered to the
agent in auto answer mode. Note that there will not be any zip
tone when the call is answered by the dialer and the agent will
need to watch for visual cues on the screen. Set YES to have
the dialer answer the calls or NO to not answer the calls.
Note:
Set to NO if the CM is version 3.1 or later.
Related links
Configuring Proactive Contact with CTI for outbound on page 141
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Configuring Proactive Contact with CTI for Agent Blending
Procedure
1. Create a cti_passwd.cfg file by doing the following:
a. At the system prompt, type cti_passwd -s (for the CTI option).
b. At the Enter the password for the CTI Server prompt, enter the Avaya AE
Services password.
Note:
This is the password for the user created on AES. For details refer to Configuring
Avaya Application Enablement Services server on page 132
c. At the Reenter the password for the CTI Server prompt, reenter the
password.
The system creates the cti_password.cfg file.
2. Navigate to the /opt/avaya/pab/config/ directory.
3. To copy and rename the tslibrc file, type cp tslibrc name.tslibrc and press
Enter.
4. Edit the new file and add the IP address of the AESserver to the new file.
5. To copy and rename the ctirc.cvct file, type cp ctirc.cvct ctirc1 and press
Enter.
6. Edit the new file and add the AES TLink name and the AES user ID in the following format:
tlink name:AES User ID:PDS:TS2
The system uses the AES TSAPI link to monitor the Avaya Communication Manager
inbound queue.
Important:
Be careful not to delete the last two lines of the file: chgsvr and cep_pway.
7. To copy and rename the CBA_procs.example file, type cp CBA_procs.example
CBA_procs and press Enter.
8. Edit the section relating to the process start order as follows:
PROCESS_CONTROL
SOE| 1 | 5 | -1 | -1
USR| 2 | 4 | -1 | -1
CTI| 3 | 3 | 11 | 15
ACD| 4 | 2 | 0 | 5 |
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| 21
| 24
10 |
| 25
| 24
| 35
11 |
| 0
| 0
| 1
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9. Modify the processes associated with each process group shown in the first section of the
file. Use the Proactive Contact host name.
PROCESS_INSTANCE
USR|hostname|/opt/avaya/pab/bin/|cbauser|1
CTI|hostname|/opt/avaya/pab/bin/|cti|1
ACD|hostname|/opt/avaya/pab/bin/|acdmon|1 nocancel min_asa 2sec gen_rel
10. To copy and rename the CBA_cfg.example file, type cp CBA_cfg.example CBA_cfg
and press Enter.
11. To define the domain groups, copy and rename the dom_group.data.example file, type
cp dom_group.data.example dom_group.data and press Enter.
This file specifies the VDNs that control the acquire and release of the agent between set
up. There is one inbound (INB) domain and one TEAM domain assigned to each domain
group. This means that any agent that logs into the domain group has the ability to take
outbound calls.
12. Define the domain groups in dom_group.data.
13. Navigate to /opt/avaya/pds/etc/master.cfg and change CALL BLENDING to YES.
14. Modify the pdscontrol script. This script starts the agent binary during pds_stop/start.
Normally it is set to agent -d which starts the agent binary as a daemon. Make the
following change to this line in the script if you plan to do any type of predictive dialing.
Navigate to the /opt/avaya/pds/shell/pdscontrol script and make the following
change.
agent -m -d
This tells the Avaya PBX/ACD to do the call classification. Outbound calls are being placed
through VDN 8901.
Tip:
If you only have preview agent licenses (managed jobs only), do not change it. If you
do, then the agent hears everything and can see dialing the customer and then call
classify the final result. You must add the -m option. Without the -m on a managed job
the agents station is placing the call, not the outbound VDN of 8901.
15. With root access, run the /opt/avaya/pab/bin/install_license script and enter
the number of agents that can be acquired for outbound calling.
16. Run the /opt/avaya/pab/bin/install_acd_ext script.
a. Select 2 to add ACD extensions. These number are the extensions of the agents’
telephones.
b. Enter the ACD extensions.
c. Set 1 as the scai link.
d. Enter Q to quit.
17. To restart the TSAPI Services on the Avaya Application Enablement Services from CTI
OAM Home, go to Maintenance > Service Controller.
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18. To restart the system, at the system prompt, type stop_pds and press Enter. Then type
start_pds and press Enter.
Related links
Domain groups with CTI on page 148
Domain groups with CTI
Note:
The domain group and/or domains can also be configured using a utility on the system called
cbaui in the /opt/avaya/pab directory.
Use the following format to define the top portion of the domain groups in dom_group.data:
*DG | DG_NM | dg_id | RTI | CM | MAAS | SC | DSL | MSL | AUT | MAO | TR | TT | ACWT |
MQR | afi | rti |
Field
Description
*
Start Of New Record (MUST be in first column of record)
DG
Domain Group Record Key (Always DG)
DG_NM
Domain Group Name (Descriptive name use by UI to specify a domain)
dg_id
Domain Group ID (filled in by the system)
RTI
Time Interval (hours)
CM
Control Method (ASA-Avg.Spd Answered,SL-Sevice Lvl,OB_ONLYOutbound)
MAAS
[Target] Average Speed to Answer (seconds)
SC
Service Criterion (seconds)
DSL
Desired Service Level (%)
MSL
Abatement Service Level (%)
AUT
Traffic Intensity Threshold (%)
MAO
Minimum number of agents on outbound (number of agents)
TR
Initial Traffic Rate (calls/second)
TT
Minimum Talk Time (seconds)
ACWT
Minimum After Call Work Time (seconds)
MQR
Minimum Queued for Release (OB_ONLY groups)
afi
Acquisitions From Inbound (filled in by system)
rti
Releases To Inbound
Use the following format to define the bottom portion of the domain groups in dom_group.data:
*DM | DM_ADRS | DM_EXT | DG_NM | dg_id | AP_ID | PBX_ID | GW_ID | DM_TYP |
Field
Description
*
Start of the new record (must be in the first column of the record)
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Field
Description
DM
Domain Record Keyword (Always DM)
DM_ADRS
Domain Address
DM_EXT
Domain Phone Number
DG_NM
Domain Group Name (Description name used by UI to specify a
domain group.) Use TRANS if defining a floating transient domain.
AP_ID
system ID
PBX_ID
PBX ID
GW_ID
Gateway ID
DM_TYP
Domain Type: IB = inbound, TRANS = transient acquire, TEAM = team
acquire, AUX = auxiliary
Related links
Configuring Proactive Contact with CTI for Agent Blending on page 146
Configuring primary system
About this task
The primary system hosts the Mid-Tier software and the database as well as acts as the list server
for the secondary system.
Procedure
1. Configure the host files for a pod environment.
2. Navigate to /opt/avaya/pds/etc.
3. Open master.cfg with a text editor such as vi and make the following changes:
Parameter
Setting
PRIMARY
YES
DIALERID
<number>
Must be different than the secondary system.
NAMESERVICEHOST
primary hostname
4. Set up a job using the calling list downloaded to the primary system since the primary
system acts as the list server for the secondary system
For example, create the job outbnd. In the job configuration file /opt/avaya/pds/job/
outbnd.job, verify that the LIST field contains the calling list name to be shared. The
secondary system’s job configuration file must also point to this list, for example pc1list1
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Configuring the secondary system
About this task
The secondary system can supply CTI events, but does not run the naming service. The services
on the secondary system register themselves with the naming service on the primary system. You
can configure the secondary system to use the naming service, database, and calling list on the
primary system.
Procedure
1. Configure host files for the pod environment.
2. To stop the MTS services on the secondary system, at the system prompt, type stop_mts
and press Enter.
Note:
The Mid-Tier Services (MTS) must only run on the primary system.
3. Navigate to /opt/avaya/pds/etc.
4. Open master.cfg with an editor such as vi and make the following changes:
Parameter
Setting
PRIMARY
NO
DIALERID
<number>
Must be different than the primary and any other system.
DBSERVERIP
<primary IP address>
Where the database resides.
NAMESERVICEHOST
<primary hostname>
5. Set up a phone strategy, record section, and job on the secondary system pointing to the
calling list on the primary system.
Create a job called job-pod on the secondary system. In the /opt/avaya/pds/job/
job-pod.job file, configure the LIST parameter with the calling list name from the
primary system, pc1-list1.
6. Execute the following commands on both the primary and secondary systems to update
the system configurations:
a. At the system prompt type stop_pds and press Enter.
b. At the system prompt type start_pds and press Enter.
7. Verify that the Supervisor application can see both systems:
a. On the Supervisor system, select Start > Programs > Proactive Contact 5.x >
Supervisor > Editor and log in.
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Configure pod environment
b. On the top left corner, use the drop-down list to verify that both systems are in the list
and you can select them.
Configure pod environment
Configuring servers in a pod
About this task
If you are configuring a pod environment, you configure the secondary systems after you have
completed the primary system configuration. You "clone" the primary system configuration for use
on the secondary system(s). You can have up to ten systems in a pod environment. Ensure that
you include only fresh dialers with no prior data in a pod. You must have Lightweight Directory
Access Protocol (LDAP) configured for each of the dialers included in a pod. Proactive Contact
System does not allow a pod without LDAP.
Note:
In POD environment, you must schedule or run pds_maintenance or start_pds on all the
dialers with a subsequent delay of 10 minutes. Otherwise, some Java processes might not
come up.
Procedure
1. Install the operating system (RHEL) on each non-primary dialer.
2. Install the dialer software on each non-primary dialer.
3. Load the backup files from the primary dialer to each non-primary dialer.
Next steps
Configure the system files on the non-primary dialers.
Pod list sharing
Shared lists can reside on any system in the pod. In pods where the maximum capacity can be
reached, you must put the shared lists on a secondary system to maximize processing ability. The
shared lists can be configured for sharing across the pod and the other system can use the lists.
During system specification, you identified the systems to receive shared lists and noted their
system IP addresses and each system's DNS name. You will require this information to configure
list sharing.
Related links
Configuring list sharing with Campaign Update on page 152
Configuring list sharing without Campaign Update on page 152
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Testing pod secondary server configuration files on page 153
Configuring list sharing with Campaign Update
Procedure
1. Ensure that /opt/avaya/pds/config/hash.cfg contains: cancel: key field. If you use
the same key field for Campaign Update for all lists, you only need one cancel parameter
at the bottom of the list. To use different cancel key fields for different lists, include a cancel
parameter for each list under the list's regular key field. For example:
dialer1-list1:ACCTNUM
List resides on 'dialer1
dialer2-list2:ACCTNUM
List resides on 'dialer2
cancel:ACCTNUM
list3:BANKNUM
Local to this dialer and will not be shared
cancel:BANKNUM
dialer1-list4:ACCTNUM
cancel:ACCTNUM
2. Navigate to /opt/avaya/pds/config/voicemsg.cfg and use complete list name for
each list. For example:
GROUP:dialer1-list1,dialer2-list2,list3,list5
IDENT:ACCTNUM
Related links
Pod list sharing on page 151
Configuring list sharing without Campaign Update
Procedure
1. Use vi or a similar editor to edit /opt/avaya/pds/config/hash.cfg to include all
shared lists in this format:
hostname-list#:key field
Parameter
Setting
hostname
Host name of the system where this list resides.
-
LISTSERVER_SEP value from master.cfg
#
Calling list number
key field
Client’s unique field
2. Insert the action for another step, or delete if it's not required.
3. Insert the action for another step, or delete if it's not required.
Example
dailer1-list1:ACCTNUM
dailer2-list2:BANKNUM
Related links
Pod list sharing on page 151
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Configure pod environment
Testing pod secondary server configuration files
Procedure
1. At the secondary system prompt, type make_test and press Enter.
2. Verify the test parameters are correct.
3. If you have a primary system configuration platform set up, on the primary system, log in
as admin.
4. At the primary system prompt, type start_db and press Enter.
5. At the primary system prompt, type check_db and press Enter
Note:
The check process can have processes not run because these files are configured
incorrectly:
• /etc/hosts
• /etc/resolv.conf
• /opt/dbase/OraHome1/network/admin/listener.ora
• /opt/dbase/OraHome1/network/admin/tnsnames.ora
6. At the primary system prompt, type mtsconfigure and press Enter to use the
information from the Oracle processes to set up the Mid-Tier files.
7. At the primary system prompt, type start_mts and press Enter to start the Mid-Tier
processes.
8. At the primary system prompt, type check_mts and press Enter to verify that all MidTier processes were started.
Note:
These processes can fail if the Oracle processes did not start.
9. On all secondary systems, run the following commands in order:
a. At the system prompt, type pdsconfigure and press Enter to use information
from the Oracle and Mid-Tier processes.
b. At the system prompt, type start_pds and press Enter to start the system
processes.
c. At the system prompt, type check_pds and press Enter to perform a final check to
see that all processes are running.
Note:
Sometimes, even when not all the Oracle and Mid-Tier services have started, all
of the system processes can start up without errors.
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10. Verify the following:
• The time of day is correct before test running jobs.
• Download process.
• The list of jobs is correct.
• The features work properly on clone system
• All custom scripts in customs directory work properly.
• All reports work as expected.
• Upload process.
11. Fix any problems encountered in Step 10.
Related links
Pod list sharing on page 151
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Chapter 16: Supported switch
configurations for Agent
Blending
Agent Blending and Communication Manager
Communication Manager and Agent Blending
Proactive Contact supports the Avaya Communication Manager switch with AES.
For Agent Blending to acquire or release an agent, the agent must log in to both the Avaya
Communication Manager switch and Proactive Contact.
To configure Avaya Communication Manager, you must set:
• System settings
• Call queues to treat as domains
• Domain groups
• Control methods and parameters of each group
Agent Blending monitors the activity for each split, hunt group, or skill hunt group you set up as a
domain. Agent Blending for Avaya Communication Manager expects to receive call event
messages for the following domains:
Inbound domain
An agent group that receives inbound calls from customers.
Acquired domain
An agent group that receives acquired calls from Proactive Contact.
On an Avaya Communication Manager with EAS, domains are skill hunt groups. On an Avaya
Communication Manager without EAS, domains are splits or hunt groups.
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Supported switch configurations for Agent Blending
Setting up Communication Manager configuration for Agent
Blending
About this task
Complete these steps before you configure Communication Manager. Note the TSAPI licensing
requirements detailed below.
Agent Blending monitors three types of domain groups: Predictive Agent Blending, Proactive
Agent Blending, and Outbound Agent Blending
Procedure
1. Ask your Avaya Communication Manager representative to provide the following
information for each domain you want Agent Blending to monitor:
• Vector directory number (VDN)
• Domain type (inbound or acquire)
2. Specify the following information for each domain group:
• Domain group name
• Domain group type
• Domain group settings
3. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, set up a Predictive Agent
Blending domain group. The control method can be either ASA or SL. Assign one or
more acquire domains and at least one inbound domain to the group.
b. To configure the system for Proactive Agent Blending, set up a Proactive Agent
Blending domain group and assign at least one acquire domain and at least one
inbound domain to the domain group. The control method is OB_ONLY (Outbound
only).
c. To configure the system for Outbound Agent Blending only, set up an Outbound
domain group and assign an acquire domain to the domain group. The control method
is OB_ONLY (Outbound only).
Note:
A domain can belong to only one domain group.
4. Provide the appropriate TSAPI licensing as follows:
• One TSAPI BASIC license is required for each agent for:
- Hard Dialer with Blended agents only
- Soft Dialer with Preview or Predictive agents
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Agent Blending and Communication Manager
• One TSAPI ADVANCED license is required per CM connection for:
- Soft Dialer with Predictive agents
- Soft Dialer with Preview agents with the Managed with CPA option only
ADVANCED provides the Make Predictive, Phantom Call and CTI Station functions
Proactive Contact uses to launch Switch Classified Calls. A TSAPI BASIC license is
required for every agent in a Softdialer (Preview and Predicative), with the ADVANCED
only being required to perform the Predictive functionality on top of the BASIC.
A hard dialer always uses the Proactive Contact hardware to launch and classify calls, so
no TSAPI ADVANCED is required. For Blended agents on a hard dialer, TSAPI BASIC
allows Proactive Contact to monitor agent phones to keep track of things such as call
activity and agent states
Agents, calls, and logins for Communication Manager Agent
Blending
The following table summarizes how agents log in to Proactive Contact and the Avaya
Communication Manager switch, based on the calls they handle, and whether Agent Blending
monitors the agents and calculates statistics based on their calling activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
Avaya Communication Manager log in
Inbound only
No
N/A
Uses an agent identifier associated with a skill
unrelated to an Agent Blending domain.
Inbound only
Yes
N/A
Uses an agent identifier associated with an inbound
skill related to an inbound domain in an Agent
Blending domain group.
Outbound and Yes
inbound
ACD agent
Inbound uses an agent identifier associated with a
blend skill and an inbound skill related to an Agent
Blending domain group.
Outbound
Yes
ACD agent
Uses an agent identifier associated with a blend skill
related to an Agent Blending Outbound domain group
Outbound
only
No
Outbound
agent
N/A
Configuring Communication Manager for Agent Blending
Procedure
1. Enable the Computer Telephony Adjunct Links feature on Communication Manager (CM).
2. Reserve one cti-link number for the CTI interface.
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Supported switch configurations for Agent Blending
3. If you are using the Monitoring and Recording interface with AES Call Recording, configure
the T1 lines designated as headset trunks differently to enable Avaya Communication
Manager to identify call events for acquired calls. Assign a station ID to each port on the
T1 that is used as a headset trunk.
4. For each agent queue that Agent Blending recognizes as a domain, define the Vector
Directory Number (VDN) and the domain type.
Note:
The splits, hunt groups, or skill hunt groups included in domain groups are different.
Skills and splits are configured the same using the hunt group form. The difference is
in how the agent logs in and the configuration of the vectors associated with VDN's
that the dialer monitors. If the CM is configured for Expert Agent Selection (EAS), the
agent is given an agent login with skills assigned. If the CM is not configured for EAS,
then the agent must log into a split.
Example
The following example contains two VDNs and skill sets. The VDN 24118 is an inbound domain
that queues calls to skill set 18. The VDN 24119 is an acquire domain that queues calls to skill set
19. Agents 1 and 2 are inbound-only agents that belong to skill set 18. Agents 3, 4, and 5 are
Predictive Agent Blending agents that belong to skill sets 18 and 19.
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Configuring Avaya Proactive Contact and Avaya Aura Contact Center
Configuring Avaya Proactive Contact and Avaya Aura
Contact Center
Agent Blending support for Avaya Aura® Contact Center
Proactive Contact provides Agent Blending capabilities using the following configurations:
• CS 1000
• Communication Manager Mid size Business Template (MBT) configuration. MBT consists of
Application Enablement Services, Communication Manager, and SIP Enablement Services
(SES).
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Supported switch configurations for Agent Blending
Note:
When you integrate CS 1000 with Avaya Aura® Contact Center over Application Module Link
(AML), Proactive Contact Agent uses ACD position ID as a phone extension. You can
configure ACD position ID in CS 1000. The ACD position ID is associated with the phone
extension of an agent.
MBT is used when Proactive Contact uses a phone number as a phone extension which
resides on Communication Manager.
Supported configurations:
• Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact
Management Framework of Avaya Aura® Contact Center using AML.
• Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact
Management Framework of Avaya Aura® Contact Center using SIP.
• Proactive Contact with PG230 and MBT connected to Proactive Contact using Contact
Management Framework and SIP of Avaya Aura® Contact Center.
Note:
You must have a PG230 to configure Proactive Contact with Avaya Aura® Contact Center and
Predictive Agent Blending (PAB).
Proactive Contact does not support Avaya Aura® Contact Center configuration with a CTI
dialer.
Software requirements:
• Avaya Aura® Contact Center 6.1 SP2 and Proactive Contact.
• Earlier versions of Nortel environments such as CC7 are not supported. Upgrade earlier
versions of Nortel environments to Avaya Aura® Contact Center 6.1 SP2 or higher.
• Communication Manager supported by Avaya Aura® Contact Center SP2.
• The supported version for AES is 5.2.1, CM is 5.2.1, SES is 5.2.1, and CS 1000 is 6.0
• CS 1000.
Hardware requirements:
• Server which runs with Red Hat Enterprise Linux version 5.x.
• Avaya PG230 switch which is generic 16.2 and higher versions.
You must also enable the Web Services. To enable the Web Services, perform the following steps:
1. Go to Start > AACC > CCT.
2. Click the CCT console.
3. Click CCT Web Services.
4. Select Enable Web Services.
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Configuring Avaya Proactive Contact and Avaya Aura Contact Center
Note:
CallRecordUser is defined on Avaya Aura® Contact Center and is used for OpenInterface and
CallRecord API. You must create CallRecordUser on Avaya Aura® Contact Center.
Avaya Aura® Contact Center and Agent Blending
Proactive Contact supports Avaya Aura® Contact Center with CS 1000.
For Agent Blending to acquire or release an agent, the agent must log in to both Avaya Aura®
Contact Center and Proactive Contact.
To configure Avaya Aura® Contact Center, you must set the following:
• Treat call queues as domains
• Domain groups
• Control methods and parameters of each group.
Agent Blending monitors the activity for each split, hunt group, or skill hunt group that you setup as
a domain. Agent Blending for Avaya Aura® Contact Center receives call event messages for the
following domains:
Inbound domain:
An agent group that receives inbound calls from customers.
Acquired domain:
An agent group that receives acquired calls from Proactive Contact.
On Avaya Aura® Contact Center with CS 1000, domains are skill hunt groups. On Avaya Aura®
Contact Center without CS 1000, domains are splits or hunt groups.
Setting up Avaya Aura® Contact Center configuration for Agent
Blending
About this task
Agent Blending monitors two types of domain groups:
• Predictive Agent Blending.
• Proactive Agent Blending.
You must perform the following steps before you configure Avaya Aura® Contact Center:
Procedure
1. Contact your Avaya Aura® Contact Center representative to provide the Controlled
Directory Number (CDN) information for each domain you want Agent Blending to monitor.
2. Specify the following information for each domain group:
• Domain group name
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Supported switch configurations for Agent Blending
• Domain group type
• Domain group settings
3. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, set up a Predictive Agent
Blending domain group. The control method can be either Average Speed to Answer
(ASA) or Service Level (SL). Assign one or more acquire domains and at least one
inbound domain to the group.
b. To configure the system for Proactive Agent Blending, set up a Proactive Agent
Blending domain group and assign at least one acquire domain and at least one
inbound domain to the domain group. The control method is OB_ONLY (Outbound
only).
Note:
A domain can belong to only one domain group.
Installing Agent Blending
Procedure
1. Log in as admin.
2. Stop the Dialer and Mid-Tier processes using the following commands:
stop_pds
stop_mts
3. Login to the Proactive Contact Dialer as root user.
4. Type menu install and press Enter.
5. In the INSTALLATION AND CONFIGURATION screen, type 2 to select Value added
products and press Enter.
6. In the VALUE ADDED PRODUCTS screen, type 2 to select Install Predictive
Agent Blend and press Enter.
The system displays the following warning message:
WARNING : It is important that PDS processes are stopped before we proceed.
If you haven't stopped the PDS processes then please stop them using stop_pds,
stop_mts and stop_db, as appropriate
Have you stopped the PDS processes? (Y/N)
7. Type Y and press Enter.
The system prompts you to enter the required information.
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Configuring Avaya Proactive Contact and Avaya Aura Contact Center
Configuring Agent Blending for Proactive Contact
Procedure
1. Log in to the dialer as an admin user.
2. Stop the Dialer and Mid-Tier processes using the following commands:
stop_pds
stop_mts
3. Copy ctirc.auracc to ctirc1 using the cp ctirc.auracc ctirc1 command.
4. Edit line CallRecordUser:<AACC Server IP> :<Domain_Name>:< AACC Switch
Connection Type>:<Event Watch Interval in Secs>:9084:9091:9092 in ctirc1 file to
provide Avaya Aura® Contact Center IP and domain name in ctirc1 file. For
example:CallRecordUser:148.147.165.15:PCNGCCR1:SIP:300:9084:9091:9092.
5. Set CallRecordUser user password using the cti_passwd –b command.
6. Copy CBA_cfg.example file to CBA_cfg using the cp CBA_cfg.example CBA_cfg
command.
7. Copy CBA_procs.example file to CBA_procs using the cp CBA_procs.example
CBA_procs command.
8. Verify the host name in CBA_procs file is the dialer host name. If the hostname in
CBA_procs is not a dialer host name, then change the host name in CBA_procs to the
dialer host name.
9. Copy dom_group.data.example file to dom_group.data using the cp
dom_group.data.example dom_group.data command.
10. Configure dom_group.data file similar to Communication Manager blend. Use CDN
numbers instead of VDN numbers.
11. Restart the Dialer and Mid-Tier processes using the following commands:
start_mts
start_pds
Note:
Confirm that the SOA is configured properly by using the http://
<CCMSHostName>:9080/SOAOI/services/OpenNetworking?wsdl link.
The details of CallRecordUser:<AACC Server IP>:SIP:300:9080:9091:9092 elements
are as follows:
• CallRecordUser: AACC user CallRecordUser, which is used to get events from
AACC. Do not change this user.
• <AACC Server IP>: The second field is the AACC Server IP Address. It can be the
alias for the IP address of the AACC server, and additionally must match the entry in
the /etc/hosts file of the PDS.
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Supported switch configurations for Agent Blending
• AACC: The third field is the Domain Name. Domain Name is passed with AACC
server, and AACC uses it for user authentication. This is the alias for the IP address
of the DNS Server, used by AACC Server.
• SIP: The fourth field is the connection type, being used by AACC to integrate with
Voice Switch. It can have one of the two values, SIP or AML.
• 300: The fifth field is watch interval in seconds to monitor the events flow.
cep_auracc will watch and check whether events received during last interval. If not
cep_auracc will assume, there is come issue with switch connection and it will
restart event registration.
• 9080: The sixth field is the port number, on which Contact Manager Service as web
service is exposed on AACC (CCT-OI services).
• 9091: The seventh field is the port number used by CMF Service as Client.
• 9092: The eighth field is the port number used by System Event Service as Client.
Configuring Avaya Aura® Contact Center for Agent Blending
Procedure
1. Start the Computer Telephony Adjunct Links feature on Avaya Aura® Contact Center.
2. Reserve one CTI-link number for the CTI interface.
3. If you are using the Monitoring and Recording interface with AES Call Recording, configure
the T1 lines designated as headset trunks so that Avaya Avaya Aura® Contact Center can
identify call events for acquired calls.
4. Assign a station ID to each port on the T1 that is used as a headset trunk.
5. For each agent queue that Agent Blending recognizes as a domain, define the CDN and
the domain type.
Note:
Agent blending has four different configurations based on the switch you use:
a. Agent blending using Communication Manager and AES: In this case, the
ctirc.cvct file is copied in ctirc1 or ctirc2.
b. Agent blending using AACC+CS 1000(SIP): In this case, the ctirc.auracc file is
copied in ctirc1 or ctirc2.
c. Agent blending using AACC+CS 1000 (AML): In this case, the ctirc.auracc file is
copied in ctirc1 or ctirc2.
d. Agent blending using AACC+ Communication Manager + AES (SIP): In this case,
the ctirc.auracc file is copied in ctirc1 or ctirc2.
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Configuring Avaya Proactive Contact and Avaya Aura Contact Center
Example
The following example contains two CDNs and skill sets. The CDN 35001 is an inbound domain
that queues calls to skill set Skill_Inbound. The CDN 35002 is an acquire domain that queues calls
to skill set Skill_Acquire. Agents 1 and 2 are inbound-only agents that belong to skill set
Skill_Inbound. Agents 3, 4, and 5 are Predictive Agent Blending agents that belong to skill sets
Skill_Inbound and Skill_Acquire.
• The example contains two CDNs and skill-sets. CDNs are 35001 and 35002 and skill-sets
are named as Skill_Inbound and Skill_Acquire.
• The CDN 35001 is an inbound domain that queues calls to Skill_Inbound skill-set
• The CDN 35002 is an acquire domain that queues calls to Skill_Acquire skill-set
• Agents 1 and 2 are inbound-only agents assigned with to Skill_Inbound skill-set.
• Agents 3, 4, and 5 are Predictive Agent-Blending agents assigned with to Skill_Inbound and
Skill_Acquire skill-set.
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Supported switch configurations for Agent Blending
The following screenshot shows the CDN configuration:
Agents, calls, and logins for Avaya Aura® Contact Center Agent
Blending
The following table summarizes how agents log in to Proactive Contact and the Avaya Avaya
Aura® Contact Center switch, based on the calls they handle, and whether Agent Blending
monitors the agents and calculates statistics based on their calling activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
Avaya Aura® Contact Center log in
Inbound only
No
N/A
Uses an agent identifier associated with a skill
unrelated to an Agent Blending domain.
Inbound only
Yes
N/A
Uses an agent identifier associated with an inbound
skill related to an inbound domain in an Agent
Blending domain group.
Outbound and Yes
inbound
ACD agent
Inbound uses an agent identifier associated with a
blend skill and an inbound skill related to an Agent
Blending domain group.
Outbound
Yes
ACD agent
Uses an agent identifier associated with a blend skill
related to an Agent Blending Outbound domain group
Outbound
only
No
Outbound
agent
N/A
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Aspect CallCenter and Agent Blending
Aspect CallCenter and Agent Blending
Aspect CallCenter and Agent Blending
Proactive Contact supports Aspect CallCenter with Aspect software release 6.0 or later. Aspect
CallCenter consists of the Aspect switch and software, Aspect system workstation, and Aspect
CallCenter management workstations.
The Aspect CallCenter communicates with Proactive Contact using TCP/IP through an Ethernet
network connection. The Aspect CallCenter must have the Application Bridge and Event Bridge
software packages.
For the Agent Blending system to acquire or release an agent, the agent must log in to both
Aspect CallCenter system and Proactive Contact.
Aspect CallCenter requires configuration for the following:
• System settings
• Data System Interlink Table
• Agent groups
• Agent super groups
• Call Control Tables (CCTs)
Agent Blending and domains
Agent Blending monitors agent states and call state events for each agent group and agent super
group that you set up as domains. Agent Blending for Aspect CallCenter expects event messages
from the following types of domains:
Inbound domain
An agent group or agent super group that receives inbound calls from
customers
Acquire domain
An agent group or agent super group that receives acquired calls from
Proactive Contact
Auxiliary domain An agent group or agent super group that routinely receives transferred
calls from the inbound and acquire domains
Setting up Aspect CallCenter configuration for Agent Blending
About this task
During configuration, you specify the Agent Blending settings, domains, domain groups, and
domain group control methods.
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Supported switch configurations for Agent Blending
Procedure
1. Obtain the following information from your Aspect CallCenter representative:
• TCP/IP address of the Aspect CallCenter
• TCP/IP address of the backup Aspect CallCenter (if any)
• Alias (system name) of the Aspect CallCenter
• Alias (system name) of the backup Aspect CallCenter (if any)
• Field separator (if not ‘|’), consult the Aspect Data System Interlink Table setting
• TCP/IP address of Proactive Contact.
• TCP port number of Proactive Contact.
• Data interlink number for the Proactive Contact Ethernte connection.
2. Each domain belongs to a domain group. Domain groups can contain agent groups or a
mixture of agent groups and agent super groups. Specify the following information for each
domain group:
• Domain group name
• Domain group type
• Domain group settings
3. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, define a Predictive Agent
Blending domain group. It can be ASA or SL. Assign one or more acquire domains
and at least one inbound domain to the group.
b. To configure the system for Proactive Agent Blending, define a Proactive Agent
Blending domain group, and assign one or more acquire domains and at least one
inbound domain to the domain group.
c. To configure the system for Outbound Agent Blending only, define an Outbound
domain group, and assign only acquire domains to the domain group.
Note:
A domain can belong to only one domain group.
4. Provide the following information for each Agent Blending domain to monitor:
• Domain identification (domain name).
• Domain type (inbound, acquire, or auxiliary).
• For each acquire domain, supply an unpublished, unique, telephone number.
Note:
Proactive Contact uses this number to call the domain.
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Aspect CallCenter and Agent Blending
Configuring Agent Blending groups for Aspect CallCenter
About this task
For Predictive Agent Blending and Proactive Agent Blending, Aspect CallCenter requires some
groups to be configured.
Procedure
1. Configure one or more agent groups or agent super groups to handle Proactive Contact
acquisition calls.
2. Configure at least one agent super group. Include at least one inbound agent group and an
acquire agent group to handle the inbound calls.
3. Configure Aspect CallCenter to distribute each call that the agent super group receives to
the agent who was in the idle state for the longest period of time.
4. For each acquire domain, configure the Aspect CallCenter to associate unique and
unpublished telephone numbers with the agent group or agent super group of the domain.
All the agents must use the same class of service.
Agents, calls, events and logins for Aspect CallCenter for Agent
Blending
If you want Proactive Contact to monitor call state and agent state events, agents must log in to
Proactive Contact as ACD agents. Proactive Contact can acquire and release only those agents
who are:
• Logged on to the system as ACD agents
• Logged on to an acquire agent group on the Aspect CallCenter
The following table summarizes how agents log on to Avaya Proactive Contact and Aspect
CallCenter system. This table is based on the calls agents handle and whether you want Agent
Blending to monitor call state and agent state events.
Call type
Agent state
events
Call state
events
Proactive
Contact log
in
Aspect CallCenter log in
Inbound only
No
No
N/A
Agent group is not a Proactive
Contact domain.
Agent group is not a part of an
agent super group that is a
Proactive Contact domain
Inbound only
Yes
Yes
N/A
Agent group is an inbound domain
or is in an agent super group that is
Table continues…
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Supported switch configurations for Agent Blending
Call type
Agent state
events
Call state
events
Proactive
Contact log
in
Aspect CallCenter log in
a Proactive Contact inbound
domain group
Outbound and
inbound
Yes
Yes
ACD agent
Agent group is an acquire domain
in an Agent Blending domain group
Outbound only
Yes
Yes
ACD Agent
Agent group is an acquire domain
in an Agent Blending Outbound
domain group
Outbound only
No
No
Outbound
agent
N/A
Transfer calls
Yes
Yes
N/A
Agent group is configured as a
Proactive Contact auxiliary domain
Configuring Aspect CallCenter for Agent Blending
Before you begin
Complete the Aspect CallCenter setup.
Procedure
1. Set up the Aspect CallCenter group designation to identify each agent group or agent
super group (AG for agent groups, ASG for agent super groups). Combine the group
designation with the group identification number. Precede the identification number with
zeros to make it three digits. For example:
• To identify an agent group with the identification number of 60, name the Agent Blending
domain as AG060.
• To identify an agent super group with the identification number of 30, name the Agent
Blending domain as ASG030.
2. Enable the event monitoring feature as follows:
a. Create the /dbs/acc.dbs/event_mon.cnf file with a text editor, such as vi..
b. Type the value 2 in the file. There must not be anything else in the file.
c. From the system prompt, type dbput, and press Enter.
d. Reboot the Aspect CallCenter controller. Aspect CallCenter recognizes the changes
after the reboot.
3. The Data System Interlink Table is a database record on the Aspect CallCenter. This table
configures the network connection between the Aspect CallCenter and Proactive Contact.
Configure the following fields on the Data System Interlink Table. Set fields that are not
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Aspect CallCenter and Agent Blending
detailed here to any value. For more information about the fields in the Data System
Interlink Table, see Aspect Application Bridge Implementation Guide.
a. In the Data Interlink Number field, type a number from 11 through 30. Your Aspect
representative provides this value for the Ethernet link for your system.
b. Verify that the Version Number field is Release 6.0 (or greater).
c. Set the Physical Protocol field, to Ethernet.
d. Set the Physical Protocol field to TCP/IP.
e. Verify that the case-senstiveAspect CallCenter Address field is correct. It must be
the Aspect CallCenter alias your Aspect representative configured. The Aspect
CallCenter attaches this value as the header in messages the Aspect CallCenter
sends to Proactive Contact.
f. Verify that the case-senstiveData System Address field is all lower-case and correct.
It must be the Proactive Contact alias your Aspect representative configured. The
Aspect CallCenter expects this value as the header in messages the Aspect
CallCenter receives from Proactive Contact.
g. Set the Message Format field to Variable. This setting controls the packet length of
data sent to Proactive Contact.
h. Set the Field Separator field to any value documented in the Application Bridge
Implementation Guide. If you choose any value other than 7 (which translates to the
vertical bar or pipe character ‘|’), tell your Avaya representative. This value is the field
separator the Aspect switch inserts between data fields sent to Proactive Contact.
i. Set the Send Type field to Yes, instructing Aspect CallCenter to send full data
packets.
4. Configure the required number of Call Control Tables (CCTs) to process call events.
Configuring a CCT requires the data interlink number. The Aspect CallCenter processes
both inbound and outbound calls according to steps defined in the CCTs. Define at least
one CCT for each agent group or agent super group that is an Agent Blending acquire
domain. The CCT must use the application number and data interlink number associated
with Proactive Contact in the Aspect CallCenter database. Each CCT for an Agent
Blending domain must contain the following steps:
SEND
DATA
Must be the first step in a CCT and it must contain the attribute LINK#>nn,
where nn is the Data Interlink Number configured in the Data System
Interlink Table. The LINK attribute causes Aspect CallCenter to send a Call
Information Message (CIM) to Proactive Contact. This message identifies the
call domain to Agent Blending.
The step must also contain a SUBTYPE attribute. The SUBTYPE must be
the agent super group or agent group designator and group identification
number, for example, SUBTYPE ASG002. Use these guidelines to create the
SUBTYPE attribute:
• Use the group designator AG if the CCT directs calls to an agent group.
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Supported switch configurations for Agent Blending
• Use the group designator ASG if the CCT directs calls to an agent super
group.
• Precede the group identification number with zeros to make it a unique
three digit number. Do not insert characters or spaces between the group
designator and group identification number.
Note:
The SUBTYPE value is always the same as the domain identifier
specified for Proactive Contact. For example, agent group 9 is domain
AG009 in Agent Blending and SUBTYPE AG009 in the CCT.
SELECT
SELECT selects the agent who was idle (available) for the longest period of
time in the agent group or super group specified for a call.
For agent groups, the attribute is AGENT BY>GRP NUM>nnn in which nnn
is the agent group identification number.
For an agent super group, the attribute is AGENT SG BY>GRP NUM>nnn.
Do not precede identification numbers with zeros in this SELECT step. For
example, the attribute for an agent group with the identification number 49
reads AGENT BY>GRP NUM>49.
Note:
Agent Blending does not work with CCTs that use network routing. Do
not use call priority, a PRIORITY step, in CCTs.
Related links
Predictive Agent Blending for Aspect CallCenter on page 172
Aspect CallCenter and Outbound Agent Blending domain group on page 174
Predictive Agent Blending for Aspect CallCenter
The following illustration is an example of an agent super group containing two agent groups. One
agent group handles inbound calls. The other agent group handles inbound and acquire calls. A
Predictive Agent Blending domain group contains the agent super group and acquire agent group
as domains.
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Aspect CallCenter and Agent Blending
Proactive Contact monitors inbound calls to agent super group 2, acquire calls to agent group 64,
and agent states for both agent groups.
In this example, CCT 409 handles inbound calls to the agent super group. CCT 411 handles the
calls Proactive Contact places to acquire agents in agent group 64.
The SEND DATA commands in the CCT work with the Agent BlendIng configuration for the
domains. The LINK attribute causes Aspect CallCenter to send the event messages for ASG002
and AG064 to the data interlink connection for Proactive Contact. The SUBTYPE attribute
matches the domain identifiers configured in Agent Blending.
In CCT 409, the SELECT command applies to agent super group 2. The agent who was idle the
longest in agent group 60 or 64 receives the call. If an agent is unavailable, CCT 409 directs the
Aspect CallCenter to queue the call for 24 seconds. CCT 409 then plays message number 40,
after which CCT 409 queues the call for 30 seconds. Message number 50 is played repeatedly
until the call connects to an agent.
CCT 411 handles acquire calls that Proactive Contact places to agent group 64. Although Agent
Blending directs the system to place an acquire call when it predicts agents will be idle, inbound
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Supported switch configurations for Agent Blending
calls can come in simultaneously with acquire calls. In that case, no agent can be available when
a call arrives, so the Aspect CallCenter queues the call for 90 seconds, and then hangs up.
Note:
The data interlink number is 11.
Related links
Configuring Aspect CallCenter for Agent Blending on page 170
Aspect CallCenter and Outbound Agent Blending domain group
The following example shows an acquire agent group that corresponds to an Agent Blending
acquire domain. An Outbound Agent Blending domain group contains an acquire domain. During
calling operations, Avaya Proactive Contact places one call to the unpublished telephone number
associated with the agent group for each agent logged in to the group.
Related links
Configuring Aspect CallCenter for Agent Blending on page 170
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Pinnacle Switch and Agent Blending
Pinnacle Switch and Agent Blending
PINNACLE 5ESS and Agent Blending
Proactive Contact supports the PINNACLE 5ESS switch with the PINNACLE ACD Generic 5E9 or
newer software. It supports Operator Services Position System (OSPS) or Business and
Residence Custom Services (BRCS) stations. For Agent Blending to either acquire or release an
agent, the agent logs on to both the PINNACLE ACD and Proactive Contact.
The following items on the PINNACLE 5ESS switch require configuration:
• System settings
• Call queues to treat as domains
• Domain groups
• Control method and parameter values of each domain group
Agents, calls, and log ins for PINNACLE 5ESS and Agent
Blending
The following table summarizes how agents log in to Proactive Contact and the PINNACLE 5ESS
system. This table is based on the calls they handle and whether you want Agent Blending to
monitor the calling activity and calculate statistics on the call activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
PINNACLE 5ESS log in
Inbound only
No
N/A
Joins an inbound service team that is
not an Agent Blending domain.
Inbound only
Yes
N/A
Joins an inbound service team that is
an Agent Blending domain
Outbound and
inbound
Yes
ACD agent
Joins an acquire service team
associated with an acquire domain in
an Agent Blending Predictive or
Proactive domain group.
Outbound only
Yes
ACD agent
Joins an acquire service team
associated with acquire domain in an
Outbound Agent Blending domain
group.
Outbound only
No
Outbound
agent
N/A
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Setting up PINNACLE 5ESS for Agent Blending
About this task
During configuration, you specify the Agent Blending settings, domains, domain groups, and
domain group control methods. Each domain belongs to a domain group. Agent Blending for
PINNACLE 5ESS expects to compile statistics for three types of domain groups: Predictive Agent
Blending, Proactive Agent Blending, and Outbound Agent Blending.
Agent Blending for PINNACLE 5ESS monitors call queue event messages for the following types
of domains.
• Inbound Domain: receives inbound calls from customers
• Acquire Domain: receives acquire calls from Avaya Proactive Contact.
Procedure
1. Obtain the following values from your PINNCALE representative or consult the PINNACLE
documentation:
• TCP/IP address of PINNACLE 5ESS
• Your PINNACLE 5ESS customer name
• Your PINNACLE 5ESS configuration ID
• Your PINNACLE 5ESS subscription ID
2. Provide the following information for each domain you want Agent Blending to monitor:
• Queue ID (domain address)
• Queue pilot number (domain extension)
• Domain type (inbound or acquire)
3. Specify the following information for each domain group:
• Domain group name
• Domain group type
• Domain group settings
4. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, set up a Predictive Agent
Blending domain group. It can be ASA or SL. Assign one acquire domain and at least
one inbound domain to the group.
b. To configure the system for Proactive Agent Blending, set up a Proactive Agent
Blending domain group. Assign one acquire domain and at least one inbound domain.
c. To configure the system for Outbound Agent Blending only, set up an Outbound
domain group and assign only an acquire domain.
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Pinnacle Switch and Agent Blending
Note:
A domain can belong to only one domain group.
Next steps
Configure the PINNACLE 5ESS switch.
Configuring PINNACLE 5ESS for Agent Blending
Before you begin
Complete the PINNACLE 5ESS setup.
About this task
You must configure serving teams, call queues, and call queue event messaging on PINNACLE
5ESS to work with Agent Blending.
Procedure
1. Define one serving team for agents who handle outbound calls. Define a minimum of one
other serving team for agents who handle inbound and outbound calls.
2. For call queues that are part of a Predictive or Proactive Agent Blending domain group:
a. Configure all inbound domains to route calls to the inbound serving team (if any) and
reroute excess calls to the acquire serving team.
Do not configure a delay in rerouting calls to the acquire serving team
b. Configure all acquire domains to route calls to the acquire serving team.
3. For call queues that are part of an Outbound Agent Blending domain group:
a. Configure one serving team as the acquire serving team.
b. Configure the domain to route calls to the acquire serving team.
4. Configure your PINNACLE 5ESS to send only the events listed in the following PINNACLE
5ESS inbound event message tables for OSPS stations:
Code
Label
Q
QUEUE
c
DAANSW
B
BUSY
C
INCALL
U
INT_SETUP
l
LOGOUT
a
VECABAND
d
INDISC
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Supported switch configurations for Agent Blending
Code
Label
R
READY
G
INT_CONF_SETUP_COMPLETE
Rolm 9751 (9005) and Agent Blending
ROLM 9751 CBX (ROLM 9005) and Agent Blending
Proactive Contact supports the Siemens ROLM 9751 CBX, release 9005 (ROLM 9005).
Note:
The ROLM 9005 PBX, the ACD, and the CTI are referred to as ROLM 9005.
Keep the following items in mind when preparing to install Agent Blending with your ROLM 9005:
• ROLM 9005 documentation refers to the switch as a CBX while Proactive Contact
documentation refers to the switch as a PBX. The two terms are synonymous.
• The Computer Telephony Integration (CTI) software for ROLM 9005 is CallBridge Link
Manager (CallBridge).
• You must configure CallBridge correctly for Agent Blending to function.
• Agent Blending requires CallPath.
• Agent Blending communicates with CallPath as a client running a CallPath application. Agent
Blending uses the CallPath Monitor function to monitor call-progress event messages.
The following items on the ROLM 9005 require configuration:
• System settings
• Call queues to treat as domains
• Domain groups
• Control method and parameter values of each domain group
ROLM 9005 installation for Agent Blending
The following illustration represents routing, forwarding, and messaging between Proactive
Contact and the ROLM 9005 system in a completed Agent Blending installation.
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Rolm 9751 (9005) and Agent Blending
Setting up ROLM 9005 for Agent Blending
About this task
Agent Blending for the ROLM 9005 expects to receive call-progress events for three types of
domains: inbound, acquire, and auxiliary.
• An Inbound Domain is a domain that receives inbound calls from customers.
• An Acquire Domain is a domain that receives acquire calls from Proactive Contact.
• An Auxiliary Domain is a dummy hunt group for an agent group that is either an inbound or
an acquire domain.
Agent Blending for ROLM 9005 expects to compile statistics for three types of domain groups:
Predictive Agent Blending, Proactive Agent Blending, and Outbound Agent Blending. Agent
Blending agents that handle inbound and outbound calls work in a Predictive or Proactive Agent
Blending domain group. Agents that handle outbound calls work in Outbound Agent Blending
domain groups.
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Supported switch configurations for Agent Blending
Procedure
1. Provide your Avaya representative the following values:
• TCP/IP address for the CallPath server
• Host or data source name
• Pilot Numbers and Directory Numbers for each domain to be set up on Agent Blending
2. Specify the following information for each domain group:
• Domain group name
• Domain group type
• Domain group settings
3. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, set up a Predictive Agent
Blending domain group. It can be ASA or SL. Assign one acquire domain and at least
one inbound domain to the domain group.
b. To configure the system for Proactive Agent Blending, set up a Proactive Agent
Blending domain group. Assign one acquire domain and at least one inbound domain.
c. To configure the system for Outbound Agent Blending, set up an Outbound domain
group, and assign only an acquire domain.
d. Assign auxiliary domains to the same domain group as the domains from which they
receive transfer calls.
Note:
A domain can belong to only one domain group.
Agents, calls, and log ins for ROLM 9005 and Agent Blending
The following table summarizes how agents log on to Avaya Proactive Contact and the ROLM
9005 system. This table is based on the calls they handle and whether you want Agent Blending
to monitor the calling activity and calculate statistics on the call activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
ROLM 9005 log in
Inbound only
No
N/A
Logs on normally. ACD administrator assigns an
agent telephone number to an agent group that is
not associated with an Agent Blending Predictive or
Proactive domain group.
Inbound only
Yes
N/A
Logs on normally. ACD administrator assigns an
agent telephone number to an agent group
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Rolm 9751 (9005) and Agent Blending
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
ROLM 9005 log in
associated with an inbound domain in an Agent
Blending Predictive or Proactive domain group.
Outbound and
inbound
Yes
Logs on normally. ACD administrator assigns an
agent telephone number to an agent group
associated with an acquire domain in an Agent
Blending Predictive or Proactive domain group.
Outbound only
Yes
Logs on normally. ACD administrator assigns an
agent telephone number to an agent group
associated with an acquire domain in an Agent
Blending Outbound domain group.
Outbound only
No
N/A
ROLM 9005 domains for Agent Blending
Inbound agent groups
Agent Blending expects agent groups that are set up as Agent Blending domains to behave as
inbound or acquire domains. The domain type depends on how you define the agent groups on
ROLM 9005 and how you configure Agent Blending to group the agent groups in domain groups.
An agent group configured as an inbound domain has inbound agents associated with the agent
group. Each inbound agent group receives inbound calls as shown in the following illustration.
An agent group configured as an acquire domain can have blend agents or outbound-only agents
associated with the agent group. An agent group with blend agents associated with it receives
overflow calls from one or more inbound agent groups as shown in the following illustration.
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Supported switch configurations for Agent Blending
To acquire a blend agent, Agent Blending tells Proactive Contact to place a call to the acquire
agent group. This call appears as an inbound call to ROLM 9005, which is routed to the pilot
number of the dummy hunt group associated with the acquire agent group.
An Agent Blending Outbound domain group contains one or more acquire agent groups. When
Agent Blending starts, Agent Blending directs Proactive Contact to place one call to each acquire
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Rolm 9751 (9005) and Agent Blending
agent group for each agent. Proactive Contact acquires an agent for outbound calling when the
agent logs in and releases the agent when the agent logs out.
Dummy hunt groups
ROLM 9005 and CallPath use dummy hunt groups to send detailed call-progress event messages
to Agent Blending. To tell Agent Blending when an inbound call enters a queue, configure a
dummy hunt group to forward calls unconditionally to an agent group.
Configuring ROLM 9005 for Agent Blending
Before you begin
Set up the ROLM 9005 switch.
Procedure
1. Configure the ROLM 9005 to route calls to Agent Blending domain groups:
a. Define at least one inbound agent group for inbound agents (if any).
b. Define at least one acquire agent group for blend agents.
c. Configure all inbound agent groups included in the agent.
d. Configure blend domain group to send overflow calls to the acquire agent group.
Note:
Do not configure a delay in sending overflow calls to the acquire agent group.
Do not configure the acquire agent group to reroute overflow calls.
2. Set up one or more acquire agent groups for Agent Blending Outbound domain groups.
3. Set up a dummy hunt group on ROLM 9005:
a. Define a hunt group pilot number.
b. Define the hunt group without members.
c. Set up a routing table for the hunt group pilot number with one step.
d. Define the step in the routing table to forward calls to an agent group pilot number.
Note:
Do not set up the acquire agent group to reroute overflow calls.
Note:
A dummy hunt group does not cause a noticeable delay when connecting customers
with agents.
Next steps
Verify hunt group configuration.
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Supported switch configurations for Agent Blending
Verifying hunt group configuration forROLM 9005 Agent Blending
Before you begin
Configure the ROLM 9005 for Agent Blending.
Procedure
1. Ensure that all agents will always operate in automatic answer mode.
2. If your agents are using ROLM 9005 telephones, set the AUTO/MAN button to AUTO for
all agent telephones.
3. Define all pilot numbers for each agent group and dummy hunt group to use the CPTH.
With CallPath, Agent Blending can receive complete call-progress event messages.
Rockwell Spectrum and Agent Blending
Rockwell Spectrum and Agent Blending
Proactive Contact supports the Rockwell Spectrum with Transaction Link. The Rockwell Spectrum
is commonly called the Spectrum.
To allow Ethernet access to Spectrum, all Agent Blending systems require allocation of a separate
subnet within the corporate LAN.
Agent Blending treats Spectrum applications as Agent Blending domains.
Setting up the Spectrum for Agent Blending configuration
Procedure
1. Obtain the following information for the Proactive Contact CPU:.
• TCP/IP address
• Host or data source name
2. Contact your Rockwell representative to obtain the following information:
• IP address and host name of the Spectrum switch
• PDI III card port number configured for TLLAN (the TCP port to which Proactive Contact
connects)
• Whether agents have the automatic Return to Call Work feature enabled in their
COS .Agent Blending works better if the feature is enabled.
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Rockwell Spectrum and Agent Blending
3. Proactive Contact needs the following information about Spectrum:
• IP address and host name of the TLLAN ports on the Spectrum.
• The PDI III card port numbers configured for TLLAN, which is the TCP port to which
Proactive Contact connects.
4. Set up Spectrum Applications, Application Telescripts, and Agent Groups
5. Set up an Agent Blending domain for each Spectrum Application that Agent Blending
recognizes as a domain.
6. Set up inbound and acquire domains.
a. Set up an inbound domain for a Spectrum Application that routes incoming calls to
Spectrum agent groups. The Spectrum agent groups contain only inbound agents
(inbound-only agent groups and acquire agent groups)
b. Set up an acquire domain for a Spectrum Application that routes calls to Spectrum
agent group(s). The groups contain only ACD blend agents (acquire agent groups).
7. During site preparation, identify which domains are grouped and which control method to
use with each domain group.
Each domain group must be defined as one of four types:
• Outbound
• Predictive-(ASA)
• Predictive-(SL)
• Proactive
Note:
A domain group contains one or more domains.
Agents, calls, and log ins for Spectrum and Agent Blending
The following table summarizes how agents log on to Proactive Contact and Spectrum. This table
is based on the calls they handle and whether you want Agent Blending to monitor the calling
activity and calculate statistics on the call activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
Spectrum log in
Inbound only
No
N/A
Joins an inbound group that is not an Agent
Blending domain.
Inbound only
Yes
N/A
Joins an inbound group that is an Agent Blending
domain
Table continues…
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Supported switch configurations for Agent Blending
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
Spectrum log in
Outbound and
inbound
Yes
ACD agent
Joins an acquire group associated with an acquire
domain in an Agent Blending Predictive or Proactive
domain group.
Outbound only
Yes
ACD agent
Joins an acquire group associated with acquire
domain in an Outbound Agent Blending domain
group
Outbound only
No
Outbound
agent
N/A
Spectrum Configuration for Agent Blending
Configuring Spectrum Transaction Link for Agent Blending
About this task
Transaction Link is part of the Spectrum Call Processing subsystem. Proactive Contact monitors
the transaction link for unsolicited call-progress event messages. This configuration enables
Proactive Contact to track the status of calls on the Spectrum.
The Call Processing Software Subsystem controls the Transaction Link Feature Group. This
software uses the X.25 data link provided by the Peripheral Data Interface (PDI) card or the
Ethernet data link provided by the PDI-III card. Agent Blending supports connection only to the
transaction link that uses the Ethernet data link.
Procedure
1. To access Transaction Link features, configure Spectrum with:
• Class of Service (COS)
• Trunk Group (TRKGRP)
• Serial Data Port (SDP)
• Device parameters
2. Use TL1 commands or ICS menus to configure the parameters associated with
Transaction Link.
Enter TL1 commands from a maintenance terminal or an ICS workstation. For help with
TL1 commands, see Spectrum Command Reference Volume. For help using the ICS, see
Spectrum InfoView Management System
Next steps
Configure the PDI-III card to support transaction link.
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Rockwell Spectrum and Agent Blending
Configuring the PDI III card to support Spectrum Transaction Link for Agent
Blending
About this task
The PDI III card provides a connection to a standard LAN Ethernet/IEEE 802.3 LAN that uses a
10Base-T cable. LAN media other than 10Base-T can be used with a 10Base-T converter.
Procedure
1. Configure Port 2 of the card as a Serial Data Port (SDP).
2. Set the device type as LAN.
3. Configure one or more of the LAN Serial Data Ports for TLLAN operation. Agent Blending
requires these port numbers.
Note:
Ports 5 through 24 of the card are pseudo-ports. Pseudo-ports are assigned to ICS
workstations connected to the LAN port of the card. Up to 20 ICS workstations can be
assigned to a PDI III card.
4. Use the ENT-SDP or ED-SDP TL1 command to configure the PDI-III card for transaction
link. The Network Address, Network Mask, and Default Route are associated with this port.
Configure the Network Address using the format provided in the Spectrum LAN
Installation document.
Next steps
Configure Trunk groups.
Configuring Spectrum trunk groups for Agent Blending
About this task
Enable the Host Transaction Link feature for each Trunk Group that receives incoming calls for
applications monitored by Proactive Contact. Configure at least one Trunk Group to allow the Host
Transaction Link. This configuration allows Spectrum to generate call-progress messages on the
Transaction Link. You can configure Trunk Groups that use ICS or TL1 commands.
Procedure
1. To configure Trunk Groups that use ICS:
a. Select Routing > Trunk Assignments > Trunk Group.
b. Select Yes for Allow Host Transaction Link.
2. To configure Trunk Groups that use TL1 commands:
a. At the system prompt, type ENT-TRKGRP or ED-TRKGRP and press Enter.
b. Set HOSTFLAG = Y
HOSTFLAG is Host Transaction Link Flag. The default is N.
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Supported switch configurations for Agent Blending
Next steps
Define class of service (COS).
Defining class of service (COS) for Spectrum Agent Blending
About this task
To access Transaction Link features, configure a Host Transaction feature in the class of service
of an agent for each agent who works with Agent Blending. This configuration allows each agent,
supervisor, and IVR assigned to the Class of Service to access Transaction Link. In addition,
enable the automatic Return to Work feature. You define a Class of Service using ICS or TL1
commands.
Procedure
1. To define Class of Service that use ICS:
a. SelectSystem > Class of Service.
b. Select Yes for Allow Host Transaction feature
c. Select Yes for Return to Call Work feature.
2. To define Class of Service using TL1 commands:
a. At the system prompt, type ENT-COS or ED-COS and press Enter.
b. Set CALLORIG = Y.
CALLORIG is Call Origination state This parameter enables Return to Call Work. The
default is N.
c. Set HOSTFLAG = Y.
HOSTFLAG is Host Transaction Link Flag. The default is N.
Next steps
Define agent groups.
Defining agent groups for Spectrum Agent Blending
About this task
Although agents can belong to a primary and a secondary agent group through Spectrum,
Proactive Contact requires that agents belong to only one group. In addition to defining skill sets,
define agent groups based on whether the agents are inbound or acquire. Inbound groups take
only inbound calls. Acquire groups can take inbound and outbound or only outbound calls. Define
an agent group using ICS or TL1 commands.
Procedure
1. To define Agent Groups using ICS:
a. Select Staffing > Agent Groups.
b. Define the parameters.
There are no special requirements.
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Rockwell Spectrum and Agent Blending
2. To define agent groups that use TL1 commands.
a. At the system prompt, type ENT-AGRP or ED-AGRP and press Enter.
b. Define the parameters.
There are no special requirements.
Next steps
Create an application telescript.
Application telescripts for Spectrum Agent Blending
Application Telescripts direct calls to agent groups capable of providing the services required for
that application (such as billing, repair, and sales). The application calls the Application Telescript.
You must have a minimum of these two telescripts for Proactive Contact:
• Inbound script
• Acquire script
Create an Application Telescript using the ICS, TL1 commands, or the Telescript Graphical Editor.
Inbound domains
When designing telescripts for use with Agent Blending Inbound Domains, use the multiple queue
feature of the QUEUE AGENT GROUP command. You can list multiple agent groups with this
multiple queue feature. For inbound domains, list one or more inbound agent groups and at least
one acquire agent group.
Aquire domains
If the application is an Agent Blending Acquire Domain, include only one acquire agent group. Do
not include an inbound agent group. Spectrum must queue calls to ACD blend agents only.
Related links
Create an application telescript with ICS for Spectrum Agent Blending on page 189
Creating an application with TL1 commands for Spectrum Agent Blending on page 190
Application telescript examples for Spectrum Agent Blending on page 190
Create an application telescript with ICS for Spectrum Agent Blending
About this task
Complete an Application Telescript for each domain you want Agent Blending to recognize.
Procedure
1. In the InfoView Control System main window, double-click the Script Management
Facility task icon.
2. Name the telescript.
You can reference the telescript by name instead of number.
3. Use the script steps options to add a QUEUE AGENT GROUP step.
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Supported switch configurations for Agent Blending
4. Add an INFORM HOST CALL STATUS step immediately after the QUEUE AGENT GROUP.
5. Verify the script.
6. Close the script.
7. Activate the script.
(You must activate the script before you can assign it.)
Next steps
Define an application.
Related links
Application telescripts for Spectrum Agent Blending on page 189
Creating an application with TL1 commands for Spectrum Agent Blending
Procedure
1. Name the telescript.
You can reference the telescript by name instead of number , for example, EDApp_Name .
2. At the system prompt, type ENT-VSTEPAPPL and press Enter.
3. Add a QUEUE AGENT GROUP step.
4. Add an INFORM HOST CALL STATUS step immediately after the QUEUE AGENT GROUP
step.
5. At the system prompt, type VERIFY-App_Name and press Enter to verify the script.
6. At the system prompt, type CLOSE-App_Name and press Enter to close the script.
7. At the system prompt, type ACT-App_Name and press Enter to activate the script.
You need activate the script before assigning it.
Next steps
Define an application.
Related links
Application telescripts for Spectrum Agent Blending on page 189
Application telescript examples for Spectrum Agent Blending
In the following examples, all agents handling inbound-only calls belong to group 101, the inbound
group. All agents handling inbound and outbound calls belong to group 102, the acquire group.
Application Telescript 20 (inbound calls)
Application 20, using Application Telescript 20, handles all inbound calls.
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Rockwell Spectrum and Agent Blending
Step
Description
QUEUE AGENT
GROUPS 101 and
102
Simultaneously queues two agent groups: 101 and 102. Searches for longest
idle primary agent in either group. If an agent is available, Spectrum assigns the
call to that agent. If no agents are available in either group, Spectrum queues the
longest available agent whose secondary assignment is agent group 101 or 102.
INFORM HOST
CALL STATUS
Allows Proactive Contact to track calls in Spectrum.
DELAY FOREVER
Leaves the call permanently in queue waiting for the next available agent.
Application Telescript 21 (acquire domain)
Application 21, using Application Telescript 21, handles Proactive Contact acquire calls.
Step
Description
QUEUE AGENT
GROUP 102
Queues only agent group 102. Spectrum searches Agent group 102 for the
longest idle primary agent. If an agent is available, Spectrum assigns the call to
that agent. If no agents are available in group 102, Spectrum queues the longest
available agent whose secondary assignment is agent group 102.
INFORM HOST
CALL STATUS
Allows Proactive Contact to track calls in Spectrum.
DELAY FOREVER
Leaves the call permanently in queue waiting for the next available agent.
To use telescripts for more complex purposes, use other applications to handle the complex
decisions prior to routing the calls to the applications.
Caution:
Do not include any other routing in the acquire domain telescripts. Do not place overflow or
other queue-related routing in the inbound Application Telescript.
Related links
Application telescripts for Spectrum Agent Blending on page 189
Defining an application (Spectrum)
About this task
When creating a Spectrum application, assign an Application Number (domain address) and an
Application Directory Number (domain number). Use ICS or TL1 commands to create the
application.
Note:
Before you schedule a telescript, it must be created and active.
Procedure
1. To define an Application with ICS:
a. .On the Supervisor Terminal, navigate to the Main Command window, and select
Routing > Applications.
b. Enter the Application Information.
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Supported switch configurations for Agent Blending
c. In Schedule Type, select Application Scripts
d. In the Auto Schedule field, select Yes.
e. In the Weekday and Weekend Schedule boxes, enter the Script ID of the Application
Telescript you designed for Agent Blending.
2. To define an Application with TL1 commands:
a. At the command prompt, type ENT-APPL or ED-APPL and press Enter.
b. Complete the parameters for application number, correlation tag, and directory
number.
c. Type AUTOSCHED = Y and press Enter.
d. Type SCHEDTYPE = APPL and press Enter.
e. Enter the name or number of the Agent Blending Application Telescripts used for each
schedule.
Setting up an outbound job (Spectrum)
About this task
Outbound Agent Blending acquires agents to handle outbound calls as soon as they log in to
Proactive Contact and the Spectrum.
For a group of agents to handle only outbound calls, configure the outbound job on Proactive
Contact. You do not need to set up the agents as outbound agents on Spectrum. However, you
can take advantage of the special features of Spectrum, such as detailed reports and least-cost
routing using Outbound Agent Blending on Proactive Contact.
Agents who are assigned to Spectrum as outbound-only agents cannot be acquired to take
inbound calls. Proactive Contact controls the calling list. Proactive Contact acquires the outbound
agent through Spectrum.
Procedure
1. On Spectrum, set up one or more Application Telescripts that routes calls to only one
acquire agent group (no inbound agent group).
2. On Proactive Contact, set up one or more acquire domains.
3. On Proactive Contact, set up an Outbound-only domain group.
4. Assign the acquire domain that you set up in step 2 to the Outbound-only domain group.
5. Set up the parameters on Proactive Contact for an outbound job.
Setting up Predictive Agent Blending (Spectrum)
About this task
Predictive Agent Blending agents log on to the Spectrum and Proactive Contact. The agents
immediately start handling inbound calls. If the inbound traffic is low, Proactive Contact acquires
the Spectrum agents for outbound calls. When inbound traffic increases, Proactive Contact
releases the agents back to Spectrum to handle inbound calls.
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Rockwell Spectrum and Agent Blending
Procedure
1. On Spectrum, set up an Application Telescript that routes calls to one or more acquire
agent groups and up to one inbound agent group.
2. On Proactive Contact, assign the application associated with the telescript to a domain.
3. On Spectrum, set up one or more Application Telescripts that route calls to only one
acquire agent group (no inbound agent group).
4. On Proactive Contact, set up one or more acquire domains.
5. In your Proactive Contact domain group configuration, select ASA SL. Assign the domain
you configured in step 2 to the domain group.
6. Set up the parameters on Proactive Contact for the outbound job. Spectrum controls the
inbound side.
Setting up a Proactive Agent Blending job
About this task
When agents log on, Proactive Contact immediately acquires them for outbound calling. When
there is a call in the inbound queue, Proactive Contact releases the first idle Spectrum agent to
handle the call. As long as there are calls in the inbound queue, agents remain on the Spectrum
handling inbound calls. When the inbound queue is empty, Proactive Contact acquires all
available Spectrum agents to handle outbound calls.
Procedure
1. On Spectrum, set up an Application Telescript that routes calls to one or more acquire
agent groups and up to one inbound agent group.
2. On Proactive Contact, assign the application associated with the telescript to a domain.
3. On Spectrum, set up one or more Application Telescripts that route calls to only one
acquire agent group (no inbound agent group).
4. On Proactive Contact, set up one or more acquire domains.
5. In your Proactive Contact domain group configuration, select Proactive Agent Blending.
Assign the domain to the domain group.
6. Set up the parameters on Proactive Contact for the outbound job. Spectrum controls the
inbound side.
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Chapter 17: Server environment
configuration
Configure calling lists
Calling list environment
The system processes a calling list through these actions:
1. Obtains raw data from host
2. Converts raw data to a Proactive Contact calling list
3. Performs Timezoning, Dupe check, and other preparatory steps before use.
4. Sets up calling and reporting
5. Creates upload extract
6. Converts extract to host format
7. Uploads raw extract data to host
Before the system can perform these actions, you must configure the calling list environment to
establish all the files required to convert the host computer data to the Proactive Contact calling
list format and vice versa.
Calling list environment component overview
Screens
Screens define how the customer data is displayed to the Agent. You use the ScreenBuilder utility
to build screens. Screen builder files are in the /opt/avaya/pds/lists directory. The files that
describe each screen are as follows:
• listname.scrn
• listname.map
• listname.acpt
The name of the file, without the extension, must be the same as the name of the job to which
each screen relates.
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Configure calling lists
Menus
Menus perform these four actions:
• Call other menus
• Call help screens
• Execute binaries
• Execute shell scripts.
The top level menu is: system. There are two types of menu files: menu and cmd.
The menu files can call only .cmd or other .menu files. The .cmd files can execute only shell
scripts and binaries.
Calling scripts
Calling Scripts control the way the system handles a call. They control the hold queue output to
agent and job monitor screens and what values a field is assigned. The following files are used by
calling scripts: telephny.spt, telephny.tbl and telephny.labels
Completion codes
Agents use completion codes to record the result of a call. The code is recorded in the CODE field
of the calling list. Each job is associated to a keys, .ky file. The job file has an entry OKEYS that
contains the name of a corresponding .ky file.
Voice messages
Voice messages are digitized recordings that are delivered to customers. The calling script can
define which recordings are used. They can be used for customers on hold. Messages delivered
to customers are called wait messages. Messages initiated by an agent are called pf messages.
Messages are in the /opt/avaya/pds/switch/voice/ directory. In addition, the file that
controls message loading to the switch is /opt/avaya/pds/config/voicemsg.cfg.
Calling list configuration
Calling list configuration files contain calling list file settings. Calling list configuration files are
found in the /opt/avaya/pds/lists directory in a listname.app directory for each list. The
files differ for inbound and outbound lists.
Outbound
lists
• listname.fdict Calling List Dictionary Format file that sets the format of the
calling list.
• listname.dnld Contains information about:
- The medium that the raw data is stored on, how it is stored, and the name of
the converted file.
- Converting data to Proactive Contact format (general purpose data conversion
program).
- What scripts to run in what order and when to cease repeated attempts.
- Key words and values in this file control list_prep processing details.
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Inbound
lists
• inbndlistname.fdict Calling List Dictionary Format file that sets the format
of the calling list.
- Converting data from Proactive Contact format (general purpose data
conversion program).
- The medium that the raw data is stored on, how it is stored, and the name of
the converted file.
- What scripts to run in what order and when to cease repeated attempts.
Calling environment files
Calling environment files determine how the calls are made. Those files include the following:
/opt/avaya/pds/config/
locale.cfg
In which time zone the customer to be called resides. The legal
times in which a time zone can be called. Provides a means to
assign a telephone number to a particular time zone designator
and to check if the phone number is valid.
/opt/avaya/pds/config/
phonefmt.cfg
Determines how to format phone numbers from calling list
format or standard format to dialing format.
/opt/avaya/pds/config/
stdday.cfg
Defines the time zone regions and the standard/daylight savings
time changes.
/opt/avaya/pds/config/
timezone.cfg
Defines the time zone information and dialing guard times.
Job files
Job files control how the calling activities run on the system.
/opt/avaya/pds/
config/*.edt
Controls what system job fields the supervisor has access to, and how the
supervisor will enter data into those fields in the Job Run Verification Screen.
Also set default values to fields to which the supervisor does not have
access.
/opt/
avaya/pds/job/
*.job
The job file contains all the information that Proactive Contact needs to place
phone calls to customers. A job file integrates a calling list, phone strategy,
record selection, and other settings to place outbound calls and receive
inbound calls.
Utilities
Utilities for displaying data files or calling lists:
• edump Displays an EBCDIC data file.
• adump Displays an ASCII data file.
• fdictdump Displays .fdict file header information or calling list data.
Refer to the man pages for details on usage and options for adump, edump, and fdictdump.
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Configure calling lists
Creating a calling list
In previous versions of Proactive Contact creating a calling list involved editing several files. In this
version, you use a wizard that creates the list with a set of standard defaults.
Before you begin
You need a set of data, typically in csv format, to create the calling list.
Procedure
1. Start the Editor application and log in as sysadm.
2. Use the Calling List Application Wizard to create a new calling list. For more information on
using the Calling List Application Wizard, see Using Avaya Proactive Contact Supervisor
Guide.
3. Log on to the dialer as admin.
4. Navigate to /opt/avaya/pds/config/compcode.cfg. Add new calling list fields.
5. In a terminal window, at the system prompt, type make-histrpt and press Enter,
The system creates a set of reports according on the choices you make.
6. Navigate to /opt/avaya/pds/reportgen/ and view the code.tsub file. This file is
used by the report binary to produce a release.rept file. The script that updates this
file based on the compcode.cfg file is named make_tsub.
7. Verify the Quota value in /opt/avaya/pds/etc/master/cfg reflects the range of call
completion codes selected for the quota setting. These ranges are the default for all calling
jobs.
Next steps
Change any default settings for the calling list.
Related links
Configuring calling lists details on page 197
Configuring calling lists details
About this task
There are a number of tasks required to create calling lists. This set of tasks completes the
process.
Procedure
1. Navigate to /opt/avaya/pds/etc/master.cfg.
2. Use a text editor such as vi to make the following changes in the master.cfg:
a. Set the MAXPHONE parameter to the number of phones in use.
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Server environment configuration
b. Set the QUOTA parameter to contain all the agent release codes in the
compcode.cfg file.
Note:
The Infinite Job parameter, INFINITE, and the Sales Verification parameter, VERIFY,
are set to YES by default. To turn off either feature, set the desired parameter to NO.
3. If you do not want to display new calling lists, change the YES to NO in the fifth column of
these menu files which are set to YES by default.
• /opt/avaya/pds/menus/edit.cmd
• /opt/avaya/pds/menus/transfer.cmd
• /opt/avaya/pds/menus/clistrpt.cmd
4. To call a new script from a job, edit the /opt/avaya/pds/scripts/telephny.tbl file
to include the new messages and the names of the new agent key files.
Related links
Creating a calling list on page 197
In previous versions of Proactive Contact creating a calling list involved editing several files. In this
version, you use a wizard that creates the list with a set of standard defaults.
calllistapp.tbl file structure on page 203
Editing calling list defaults
Before you begin
Using Editor, create a calling list.
Procedure
1. Navigate to /opt/avaya/pds/config/hash.cfg.
a. In a non-pod environment, edit the file to contain the line list#:key_field in
which # is the calling list number and key_field is the client’s unique field.
Examples: list1:ACCTNUM or list2:BANKNUM
b. In a pod environment, edit the file to contain the line hostname-list#:key_field
in which hostname is the name of the system where the calling list resides.
Example:bluecat-list1:ACCTNUM
2. Use Editor to change the default Postupdate settings.
a. Start Editor and click the Callings Lists tab.
b. Select the calling list you created.
c. Right-click and select Calling List Details.
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Configure calling lists
d. Make changes in the Postupdate settings section as needed.
Note:
If you are using the default system calling list, for example list1, you must rename
the file PUlist1.cfg to PU<dialername>-list1.cfg to:
• Use post update feature on this calling list
• Save this calling list with another name
The PUlist1.cfg is located at $VOICEDIR/config directory. This step is not
required for any new calling lists that are created using Editor application.
Next steps
Continue to create a calling list by creating agent keys and voice messages.
Related links
Calling list details field descriptions on page 199
Each set of options on the page can be toggled on and off by using a check box in the Details
column of the Calling List Details Features tab.
Calling list details field descriptions
Each set of options on the page can be toggled on and off by using a check box in the Details
column of the Calling List Details Features tab.
General
The General option of the Calling List Details Features tab is described in the following table.
Name
Description
Number of phone fields
Upto a maximum of 14.
List is a part of Do Not Call Group
Check box that denotes the selected list is part of a
Do Not Call group.
Post Update
The Post Update option of the Calling List Details Features tab is described in the following table.
Name
Description
Number of phones to update
A number between 2 and 4, inclusive that is the
number of phones per record to track.
Number of call attempts to keep
A number between 1 and 5, inclusive that is the
number of attempts to make a call.
Maintain history of attempts
• Keep initial attempts:Keep all calling list results
• Overwrite initial attempts: Keeps only the most
recent calling list results
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Server environment configuration
Name
Description
Update record codes
Accepts a coma separated list of completion codes
which you choose from a dialog box of all possible
completion codes.
Infinite Job
The Infinite Job option of the Calling List Details Features tab is described in the following table.
Name
Description
Key for removing duplicate records
A drop-down list of keys. Records with the same
value for the selected key are marked as duplicate.
Choose a key with a unique value for each record.
Key for indexing records
A drop-down list of keys. Records are indexed on
the value of the selected key. Choose a key with a
unique value for each record.
Key for indexing Do Not Call processing
A drop-down list of keys. Records are indexed for
Do Not Call processing on the value of the selected
key. Choose a key with a unique value for each
record.
How often should Dialer check in new records
The number of minutes of interval between two
infinite call selections. You must set the value to 0.
LATELIST
Check box to enable Latelist on an infinite job.
Sort newly downloaded records
If the check box is selected, newly downloaded
records are sorted.
Match Compcodes
Allows you to select the completion codes as
defined on the dialer.
Key for sorting
The key on which the sorting for the infinite jobs is
performed.
These options appear on the Calling List Details Features tab as described in the following table:
Group
Name
Description
Campaign Update
Update mode
Select the Campaign Update
check box for enabling the
feature. From the Update mode
drop-down, select from the
options: Realtime, Batch, and
both.
Native voice and data transfer
—
Check box to turn on or off Native
voice and data transfer.
Sales verification
—
Check box to turn on or off sales
verification.
Related links
Editing calling list defaults on page 198
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Configure calling lists
Creating agent keys
Before you begin
Create a default calling list.
About this task
When you create a calling list, the opt/avaya/pds/lists/listname.app directory contains
all the listname related files. Note that many of these files, such as listname.dnld and
listname.fdict are created by default.
Procedure
1. To configure agent key files, start Editor.
2. Click the Agent Keys tab.
3. Click the Agent Keys icon.
4. Select ag_cmd in the list of Agent Keys.
The Agent Key Details tab appears in the right hand side of the window.
5. To edit a key value, select the row that contains the value and use the drop menus in each
column to change the desired values. For the Description column, enter the desired
text.
6. To create a new key, right-click and select Insert Row. Use the drop−down menu in each
column to enter the desired values. For the Description column, enter the desired text.
Next steps
Configure voice messages.
Configuring NFS
About this task
NFS provides the mount of a directory onto the switch for the loading of voice messages.
You can use the default settings to enable any system to mount the exported NFS directory. You
must change the default settings to enable specific systems or switches to mount the exported
NFS directory.
Procedure
1. Using an editor such as vi, open the file /etc/exports.
2. Append this text, switch_ip_address/255.255.255.0(rw,sync) to the end of
the /opt/avaya/pds/switch line.
3. Save and close the the file /etc/exports.
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Server environment configuration
4. At the system prompt, type su sroot and press Enter.
5. At the password prompt. type sroot_password and press Enter.
6. At the system prompt, type exportfs -r and press Enter.
Creating voice messages
Before you begin
Create a default calling list.
About this task
When you create a calling list, the opt/avaya/pds/lists/listname.app directory contains
all the listname related files. Note that many of these files, such as listname.dnld and
listname.fdict are created by default.
Procedure
1. To configure voice message files, start Editor.
2. Click the Messages and Scripts tab.
3. Click the Messages icon.
The Messages - Active window appears to the right.
4. To change the settings for a message, select the message and right-click Change.
Use the Message Wizard to change the message settings.
5. To create a message, click File > New.
Use the Message Wizard to create the new message.
Related links
Messages field descriptions on page 202
calllistapp.tbl file structure on page 203
Messages field descriptions on page 202
Messages field descriptions
Name
Description
Folder
The name of a user-defined group that messages
belong to. This is a free text field.
Message
A text label for the message.
Slot
Unique message identifier. It can be value in the
range 1-247 and the range 254-2047.
Extension
The telephone extension
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Configure calling lists
Name
Description
Type
• Voice: Plays a computerized voice message.
• Music: Plays a computerized music.
Gender
• Male: Plays message with a computerized male
voice.
• Female: Plays message with a computerized
female voice.
• Null Describes a message other than voice.
Usually for Music the Gender is NULL.
Contents
Either the actual contents of the message or the
name of the message file.
Related links
Creating voice messages on page 202
Creating voice messages on page 202
calllistapp.tbl file structure
The calllistapp.tbl file format depends on the type of system:
Stand-alone system
name!type!stage!description!date!protected:
Pod system
name!type!stage!description!date!protected:
The following table describes the various stage parameter values.
Stage
Description
ACTIVE
List is available for calling at the present time
INPROGRESS
List is not available for calling as it is still being configured.
PENDING
List has been fully configured and will become ACTIVE the next time
the dialer services are restarted.
DELETE PENDING
A user has deleted the list and it is has been moved to a backup
location where it remains for a time period that is configurable before
being deleted. A user can retrieve such a calling list and return it to
another stage.
Related links
Creating voice messages on page 202
Configuring calling lists details on page 197
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Server environment configuration
listname.dnld file structure
A listname.dnld file establishes processing parameters for calling list downloads from the host, or
from media. The file is divided into eight sections. Each of the following tables explains the
contents of one section of the file.
SUMMARY
Keyword
Values
Description
DICT
filename
Filename of the .dict file to use.
FDICT
filename
Filename of the .fdict file to use.
Keyword
Values
Description
HOSTFTP
YES or NO
Host initiated ftp (anonymous ftp)
INITIATEFTP
YES or NO
Initiate ftp (direct ftp) to do the
transfers with host.
SYSTEM
host_name
Host computer name in host file.
LOGON
username
Username to use to log onto the
host. Can be blank.
PASSWD
password
Password to use to log onto the
host. Can be blank.
HOSTFILE
filename
Name of the file to get from the
host (use full path name).
EXEC_PRE
program or shell script
Run against the file before getting
the file (INITIATEFTP) or
checking that the file has arrived
(HOSTFTP). Blank to keep from
running.
EXEC_POST
program or shell script
Run against the file after making
a copy of the file that just arrived
but before CR/LF processing.
Blank to keep from running.
REMOVECR
YES or NO
Yes to remove carriage returns,
No to keep them.
REMOVELF
YES or NO
Yes to remove line feeds, No to
keep them.
NOVERIFY
YES or NO
Set to YES if no verification is to
be done during the download
process, such as when you send
a header, trailer, carriage return
or line feed with the raw data. If
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Download data
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Keyword
Values
Description
possible, parameter should be set
to NO to allow for verification
during download as a safeguard.
Set to NO to allow verification.
Keyword
Values
Description
SKIPNUM
number
Number of records to skip before
starting to convert (readtape utility
only).
READNUM
number
Maximum number of records to
read (readtape utility only).
APPEND
YES or NO
YES - append the new records to
an existing calling list. NO - do
not append the new records to an
existing calling list.
ALTDATABASE
filename
Override the calling list name
SWITCHYEAR
year
Set to the year for which any 2 to
4 digit year conversion must
distinguish between 19## and
20##. Default is 70. For example,
SWITCHYEAR:70.
Keyword
Values
Description
RECSIZE
number
Record size in bytes.
BLKSIZE
number
Block size, a multiple of RECSIZE
not to exceed a value of 32000.
BLKSREAD
number
Number of blocks Proactive
Contact reads at one time.
BLKSREAD multiplied by
BLKSIZE cannot exceed 32000.
Default is 10.
TERMINATOR
character
Optional. Character placed in
every blank position in each
record. Leave blank to force a null
character.
CHARSET
ASCII or EBDIC
Data type of host file data. the
default is ASCII.
CASE
case
Optional. Character case. Valid
values are UPPER, LOWER,
UPLOW (small caps), and
IGNORE. The default is UPPER.
Read data
Configuration format
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Keyword
Values
Description
This feature is enabled by default.
However, you can disable this
feature for versions of Proactive
Contact prior to 5.1.2 using the
IGNORECASE parameter present
in the case.conf file. For Proactive
Contact Release 5.1.2 and later,
the case.conf file is not used,
because now Proactive Contact
dialer has the capability to use
upper, lower, or title case, or
ignore the case of the text.
TAPEDEV
name
Tape device name or path and
filename of the raw data file. Uses
the $VOICEDIR variable in the
path of the raw data file.
TAPENAME
name
File dictionary name. Omit
the .fdict file extension; it is
automatically taken by the
system. Usually the same as the
DATABASE name.
FILEFORMAT
FIXED, CSV
Defines how records in the file
are separated. If FIXED, each
field is a set length, If CSV fields
are separate by a specific
character set by the
FIELDDELIMITER parameter.
The default is FIXED
RECORDDELIMITER
character
Defines the character(s) that
separate one record from the
next. Typical values are linefeed
and CR/LF.
FIELDDELIMITER
character
If the FILEFORMAT is set to CSV,
then this defines the characters
that separate one field from the
next. Typical values are commas
(CSV) or tabs (TSV).
QUALIFIER
character
Indicates that the data in each
field is enclosed by the
QUALIFIER value. The default is
double quotes (").
Keyword
Values
Description
TIMEZONE
YES or NO
Runs setzones against the list.
The default is YES.
Prep format
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XFR format
Keyword
Values
Description
ENDTIME
hh, mm
The filetransfer script runs scripts
from this action list file only as
long as the ENDTIME, expressed
in hours <hh> and minutes
<mm>, has not expired.
SCRIPT
script:configfile:dly_secs:retry
The SCRIPT keyword indicates
an instance of a script to run:
script is the file name of the script
to run. Usually, the script entry
indicates the hosttopds or
pdstohost script. configfile is the
configuration file for script. This
entry is usually the appropriate
*.dnld or *.upld file. Do not include
the file extension; it is
automatically taken by the
system. dly_secs is the time, in
seconds, the process waits
before executing the next
command in sequence. retry A
value of YES indicates the script
will retry upon failure.
Keyword
Values
Description
ISSALESVERIFY
YES or NO
Indicates whether the list
supports sales verification. The
default is No.
ISDNCFLAG
YES or NO
Indicates whether the list is part
of a DNC group. The default is
No.
ISINFINITE
YES or NO
Indicates whether the list
supports infinite list processing.
The default is No.
ISANIDNIS
YES or NO
Indicates whether the list
supports ANI/DNIS. The default is
No.
ISNVDT
YES or NO
Indicates whether the list
supports Native Voice and Data
Transfer. The default is No.
ISCAMPAIGN
YES or NO
Indicates whether the list
supports campaign update. The
default is No.
Features format
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Server environment configuration
Post update feature format
Keyword
Values
Description
ISPOSTUPDATE
YES or NO
YES to enable the Post update
feature. NO to disable the feature.
PHONE
number
Number of phones for which the
system updates the calling list
fields.
The value must be between 1 to
4.
ATTEMPTS
number
Number of calling attempts for
which the calling list fields for post
update are maintained by the
system.
The value must be between 1 to
5.
UPDATETYPE
character
The options are: F or L.
F specifies the system to keep
the initial attempts. L specifies the
system to overwrite the initial
attempts.
CHECKCODE
number
Set of completion codes for which
the post update fields are
updated.
The value comprises the range of
completion codes as defined in
the system.
INF_PREP format
Keyword
Values
Description
INF_SETLIST
listname
Name of the list to be processed.
INF_TIMEZONE
timezone
Runs setzones against the list.
INF_EXECPROG
program:options
Execute a program or shell script.
Place this parameter wherever
you want custom scripts or
commands run.
INF_REMOVEDUPS
fieldname
Runs de_reject to remove
duplicate records. Default is
ACCTNUM.
INF_INDEXLIST
fieldname
Runs clhash on the list to turn on
the indexing. If you are using
Campaign Update, this feature
must be running (not blank). Must
be run after TIMEZONE and
REMOVEDUPS
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listname.upld file structure
A listname.upld file establishes processing parameters for calling list uploads to the host, or
media. The file is divided into four sections. Each of the following tables explains the contents of
one section of the file.
Upload data
Keyword
Values
Description
ADDCR
YES or NO
Add carriage return
ADDLF
YES or NO
Add line feed
XFERTAPE
YES or NO
Must always be set to NO.
HOSTFTP
YES or NO
Host initiated ftp (anonymous ftp).
SYSTEM
host_name
Host computer's name in hosts
file.
LOGON
username
The username to use to logon to
the host. Remove if not used.
PASSWD
password
The password to use to logon to
the host. Remove if not used.
HOSTFILE
filepath
The name of the file to get from
the host (use full path name).
Keyword
Values
Description
SELECT
selection
This denotes the selection criteria
for the records to be uploaded.
For upgrades, verify code
changes have been made.
Write data
Note:
Amaximum of 40 codes can
be used within the SELECT
statement. If more than 40
codes are needed, use
SELECT2 and SELECT3,
each with 40 codes available
for each statement
SELECT2
selection2
To be used in conjunction with
SELECT if more than 40 codes
are needed
Note:
For multiple extract criteria,
use "\;"-however, this means
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Server environment configuration
Keyword
Values
Description
AND, not OR. Example:
SELECT:DTE:`date +
%Y/%m/ %d`\;CODE:16!
20!21! 36!38!
selection3
To be used in conjunction with
SELECT if more than 40 codes
are needed
RMDUPSFIELD
fieldname
The name of the field to use for
matching records
whende_reject is run to
remove duplicate records. Default
is ACCTNUM.
RMDUPSVALUE
value
The value to write to the
STATUSFLAG field when
de_reject processing finds a
duplicate record.
ALTDATABASE
name
Override the calling list name
Keyword
Values
Description
RECSIZE
number
Upload record length
BLKSIZE
number
Must be a multiple of 10 of
RECSIZE, but less than 32000
BLKSREAD
number
32000/BLKSIZE (drop off
decimal) is the largest number
that can be used. Use 10.
SELECT3
Configuration
TERMINATOR
Space replaces nulls with ASCII
40 (spaces) or blank shows nulls
as ASCII 0 (^)
CHARSET
ASCII or EBDIC
Data type of file data.
CASE
case
Optional. Character case. Valid
values are UPPER, LOWER,
UPLOW (small caps), and
IGNORE.
This feature is enabled by default.
However, you can disable this
feature for versions of Proactive
Contact prior to 5.1.2 using the
IGNORECASE parameter present
in the case.conf file. For Proactive
Contact Release 5.1.2 and later,
the case.conf file is not used,
because now Proactive Contact
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Keyword
Values
Description
dialer has the capability to use
upper, lower, or title case, or
ignore the case of the text.
TAPEDEV
name
Tape device name or path and
filename of the raw data file. Uses
the $VOICEDIR variable in the
path of the raw data file.
DATABASE
listname
Calling list name
TAPENAME
name
File dictionary name. Omit
the .fdict file extension; it is
automatically taken by the
system. Usually the same as the
DATABASE name.
MAPNAME
filename
Name of the listname.fdict
file associated with the calling list
FILEFORMAT
FIXED, CSV
Defines how records in the file
are separated. If FIXED, each
field is a set length, If CSV fields
are separate by a specific
character set by the
FIELDDELIMITER parameter.
The default is FIXED
RECORDDELIMITER
character
Defines the character(s) that
separate one record from the
next. Typical values are linefeed
and CR/LF.
FIELDDELIMITER
character
If the FILEFORMAT is set to CSV,
then this defines the characters
that separate one field from the
next. Typical values are commas
(CSV) or tabs (TSV).
QUALIFIER
character
Indicates that the data in each
field is enclosed by the
QUALIFIER value. The default is
double quotes (").
Keyword
Values
Description
ENDTIME
hh, mm
The filetransfer script run scripts
from this action list file only as
long as the ENDTIME, expressed
in hours <hh> and minutes
<mm>, has not expired.
XFR format
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Server environment configuration
Keyword
Values
Description
SCRIPT
script:configfile:dly_secs:retry
The SCRIPT keyword indicates a
an instance of a script to run:
script is the file name of the script
to run. Usually, the script entry
indicates the hosttopds or
pdstohost script. configfile is the
configuration file for script. This
entry is usually the appropriate
*.dnld or *.upld file. Do not include
the file extension; it is
automatically taken by the
system. dly_secs is the time, in
seconds, the process waits
before executing the next
command in sequence. retry A
value of YES indicates the script
will retry upon failure.
Configure job environment
Creating inbound jobs
Procedure
1. With a text editor such as vi, open /opt/avaya/pds/etc/master.cfg.
2. If the INBNDSYS parameter is not set to YES, set it to YES.
3. Save any changes to /opt/avaya/pds/etc/master.cfg and close the file.
4. To run the job with no call selection, type config_ed inbound inbnd1 at the system
prompt and press Enter.
5. Login to the dialer sysadm user.
6. On the Administrator Main menu, type 5 to select the Inbound Calling List option.
7. Type 2 to select the Create an empty inbound calling list option.
8. Type Y at the Are you sure? prompt.
9. Select the inbound list on which an empty inbound calling list is to be created.
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Configure job environment
Creating blend jobs
About this task
Overflow Blend jobs allow agents that login as type 'b' agents to handle both inbound and
outbound calls. Agents call also log in as 'i' (inbound) or 'o' (outbound), in which case they would
be given exclusively those call types.
Procedure
1. Verify that these inbound screens exist in the opt/avaya/pds/tools/inbound
directory:
• /opt/avaya/pds/lists/inbnd1.acpt
• /opt/avaya/pds/lists/inbnd1.fdict
• /opt/avaya/pds/lists/inbnd1.map
• /opt/avaya/pds/lists/inbnd1.scrn
2. Using a text editor such as vi, set the INBNDSYS parameter to YES in the /opt/
avaya/pds/etc/master.cfg file.
3. Using a text editor such as vi, set the parameters, named in the table below, in the /opt/
avaya/pds/job/blend.job file to the values given in the table.
Parameter
Value
ACTONLOGON
YES
BUSYON
YES
EDTFILE
blend
HITRATE
50
IMMSERVICE
NO
INBDATAPOST
Post- processing calling list label for an inbound job, default
value is inbpre.
INBDATAPRE
Pre- processing calling list label for an inbound job, default
value is inbpost
INBOUND
YES
INBQUEFACTOR
A number that is the inbound queue factor.
INBTESTMODE
Release information for inbound test calls. For example:
LOW=20,HIGH=120,PERIOD=3600,TIMES=3,COMPUTE=6
0,SWING=50
IN_LIST
Name of the inbound calling list
IN_SCRN
*.scrn file to use on the inbound screen
IN_WAITLIM
60
JLABEL
Inbound/Outbound Job
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Server environment configuration
Parameter
Value
MOVEAFTERCALL
YES
PORTS
REG,INB
RETURNTIME
15
RUNANSWER
Label in the calling script, telephny.spt, to use to start
processing inbound calls. Default is usually blank.
XFER_WAITQ
Calling script wait queue label in telephny.spt to use during a
Native Voice and Data. Default value is waitxfer_f
Creating managed jobs
About this task
Managed jobs are just outbound jobs which allow the agent to pre-screen the record and make a
decision about whether to call on it or not.
Procedure
1. In the /opt/avaya/pds/job directory, ensure that the *.job file for the managed job
has the correct settings for these critical parameters. See Job file parameters- Managed
outbound jobs on page 224 for details.
• PVCANCEL
• PVDIAL
• PVEMPTYREC
• PVIGNOREDEL
• PVKEYFLD
• PVLENGTH
• PVSEARCHTYPE
• RUNCALL
2. Navigate to the /opt/avaya/pds/config.directory.
3. Ensure that the following entries, necessary for controlling managed records, appear in the
ag_cmd1.ky file.
:DIAL:::F3
Dial previewed record
:CANCEL:cancel_call:35:F4
Managed cancel call
:RELEASE:call_complete:89:F5
Managed non-connection
:DONE:::SF1
Release record
:RELEASE:call_complete:24:SF8
Unit Work Lists
In a Unit Work List job, agents handle calls from a specific subset of records, as identified by a
specific entry in a designated field of the calling list. This can be useful when agents are paid on
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Configure job environment
commission or when a group of agents only handle specific product lines. A unit work list job uses
a special unit record selection. The Unit Work List(s) feature is a standard feature for all systems.
Unit work lists sort the calling list records into groups based on the value in the unit work list key
field. Agents assigned to unit work lists type the Unit ID, when prompted to do so, as they join the
job. The Unit ID must match a specific entry in the designated field of the calling list.
For example, you can assign agents to handle the accounts associated with a specific car model
year. The unit ID's will be a unique value associated with the key field found in the call selection,
UNITFIELD. For example: If you set COLMODELYR (found in the A1117o list) as the UNITFIELD
in the call selection, the unit ID's would be numbers such as 88, 89, 90, 91, and so on.
Related links
Creating unit work lists on page 215
Creating unit work lists
Procedure
1. Navigate to /opt/avaya/pds/etc/log_file.
2. Using vi or some other text editor, in the Features listing section of the file, add Unit
Work List(s). This information helps when upgrading versions, cloning the system, and
technical support contacts.
3. Navigate to /opt/avaya/pds/callsel/unit call selection name.s.
4. Using a text editor like vi, set the value of the UNITFIELD parameter with a field from the
calling list that will be used to organize the records into units.
5. To run the record selection, at the system prompt, type callsel -l listname -s
selectionname -u -x -pand press Enter.
Note:
The optional argument, -u, signals callsel to set up units.
6. Navigate to /opt/avaya/pds/job/unit work list job name.job.
7. Set the value of the LOGONUNIT to YES and the value of SELECT to a convenient value.
Note:
LOGONUNIT is the toggle field that determines whether agents must log onto a unit
work list (NO), or whether sharing is allowed (YES).
8. To start the unit work list job, at the system prompt type config_ed outbound jobname
and press Enter.
Related links
Unit Work Lists on page 214
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Server environment configuration
Configure job files
Job file parameters - Blend jobs
Parameter
Typical Value
Explanation
ACTONLOGON
NO
NA toggle field. YES indicates to activate
inbound lines on logon. Upon activation, a oneto-one correspondence is established between
blend and/or inbound agents and inbound lines.
Lines are activated as agents log on (up to the
total number of lines for the job) and
deactivated as agents log out.
BUSYON
YES
YES indicates to turn on the line busy feature,
which works with ACTONLOGON. If
ACTONLOGON is YES and BUSYON is YES,
all deactivated inbound lines are in a forced
line-busy state. If BUSYON is NO, deactivated
inbound lines are not answered and call
forwarding must be used.
IDMODE
W40
Expert Calling Ratio. A number that indicates
the expert calling ratio (former intelligent dialing
mode). Usually set to appear on the Job
Verification Screen for the supervisor to fill in.
IMMSERVICE
NO
Service inbound call immediately. Toggle field
that enables/disables call forwarding on the
ACD. If YES, there is no inbound wait queue;
calls are only answered if an agent is available.
To use this option, call forwarding must be
available on all inbound lines. If set to YES, the
SERVETIME and INBQUEFACTOR settings
are disabled.
INBDATAPOST
inbpostgene
Inbound post-process label. Indicates the postprocessing calling list label for an inbound job.
The default is inbpre. This label must be one of
the standard prefixes to a label in the *.dat
file in DATASCRIPT (usually alljobs.dat).
INBDATAPRE
inbpregene
Inbound pre-process label. Indicates the preprocessing calling list label for an inbound job.
The default is inbpost. This label must be one
of the standard prefixes to a label in the *.dat
file in DATASCRIPT (usually alljobs.dat).
INBOUND
YES
Inbound job flag. YES allows inbound calling.
The default is YES.
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Parameter
Typical Value
Explanation
INBQUEFACTOR
100
A number indicating the inbound queue factor:
the maximum percentage of client calls in the
queue compared to the number of inbound
agents. Range is 100- 200. Numbers outside
this range are meaningless.
INBTESTMODE
LOW=20,HIGH=
120,
PERIOD=1500,T
IMES=3,
COMPUTE=60,S
WING=50
Release information for inbound test calls.
Each entry defines a test parameter as follows:
LOW is the minimum call volume. HIGH is the
maximum call volume. PERIOD is the cycle
period in seconds that causes fluctuation in the
call volume. TIMES is the number of repeats of
the cycle. SWING indicates how far to deviate
from the cycle period.
JOBEND
YES
YES = End job when no more calls remain, that
is when the initial phone for each record has
been called at least once. NO - becomes an
infinite job
LIST
redlab28-list1
Outbound calling list (unless inbound only)
LOGONUNIT
NO
Require unit ID for agent login
MOVEAFTERCALL
NO
YES = Move a blend agent to inbound after
next call handled. (Used with blend jobs only.)
OUTDATAPOST
outpostgene
Outbound post-process label. Indicates the
post- processing calling list label for an
outbound job. This label must be one of the
standard prefixes to a label in the *.dat file in
DATASCRIPT (usually alljobs.dat).
OUTDATAPRE
outpregene
Outbound pre-process label. This field
establishes the pre-processing calling list label
for an outbound job. This label must be one of
the standard prefixes to a label in the *.dat
file in DATASCRIPT (usually alljobs.dat).
QUOTAVAL
Indicates the quota, by completion code, for the
job. Format is: codenum,quota
REL_DIST
20=20,21=20,22
=30,
23=20,24=10
Testing only-Release code distribution.
Distribution-style comma separated list format:
release-code=percent * 100, percents must add
up to 100
REL_TME
5=50,10=10,
20=20,30=20
Testing only-Release time-secs. Distributionstyle comma separated list format: #
secs=percent * 100, percents must add up to
100
RETURNTIME
15
A number indicating the blend agent return
time, in seconds.
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Server environment configuration
Parameter
Typical Value
Explanation
RUNANSWER
inwait1_f
Indicates the label in the calling script,
telephny.spt, to use to start processing
inbound calls.
RUNCALL
wait1_f
Indicates the label in the calling script,
telephny.spt, to use to start processing
outbound calls.
SCREEN
list1
Agent's called record display screen, such
as /opt/avaya/pds/lists/list1.scrn.
SELECT
all
Call selection file for this job, such as. /opt/
avaya/pds/callsel/all.S.
Note:
Jobs cannot share .S files while running.
SERVETIME
5
Maximum time call in wait queue (sec.) For
Overflow Blend only. Indicates the number of
seconds an agent will sit idle as an inbound
agent before the system returns the agent to
outbound calling.
TESTMODE
VOICE=40
BUSY=20
NOANSWER=20
AUTOVOICE=20
Test mode only (leave empty for normal ops).
Indicates the distribution of call completion
code results required in test modewhich is the
results of the system's call progress analysis.
Distribution space separated list. type=percent
* 100, percents must add up to 100
TESTOPER
RELEASE=5,DO Test mode only, leave empty for normal ops.
NE=5
Indicates the number of seconds agents are
allowed for talk time talktime and update time
updtime.
TRANSFER_TO_JOB
inbnd1
Transfer to inbound job name; Job to transfer
operator/agent to when job finishes, assuming
the transfer-to job is running and the agent has
credential for that job type. An outbound-only
agent can't be transferred to an inbound job.
WAITLIMIT
90
Total wait delay (secs). Maximum number of
seconds a call will remain in the outbound wait
queue.
XFER_WAITQ
waitxfer_f
Transfer wait queue label. Indicates the calling
script wait queue label in telephny.sptto
use during a Native Voice and Data Transfer.
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Configure job environment
Job file parameters - Inbound jobs
Parameter
Typical Value
Explanation
ACTONLOGON
NO
NA toggle field. YES indicates to activate
inbound lines on logon. Upon activation, a
one-to-one correspondence is established
between blend and/or inbound agents and
inbound lines. Lines are activated as agents
log on (up to the total number of lines for the
job) and deactivated as agents log out.
BUSYON
YES
YES indicates to turn on the line busy feature,
which works with ACTONLOGON. If
ACTONLOGON is YES and BUSYON is YES,
all deactivated inbound lines are in a forced
line-busy state. If BUSYON is NO, deactivated
inbound lines are not answered and call
forwarding must be used.
IMMSERVICE
NO
Service inbound call immediately. Toggle field
that enables/disables call forwarding on the
ACD. If YES, there is no inbound wait queue;
calls are only answered if an agent is
available. To use this option, call forwarding
must be available on all inbound lines. If set to
YES, the SERVETIME and INBQUEFACTOR
settings are disabled.
IN_LIST
inbnd1
Name of inbound calling list
IN_SCRN
inbnd1
Name of inbound screen(s). Indicates the
*.scrn file to use on the inbound screen of the
UNIX-based interface.
IN_WAITLIM
60
Inbound wait queue limit (sec.). Indicates the
maximum number of seconds a call can be in
the inbound wait queue.
INBDATAPOST
inbpostgene
Inbound post-process label. Indicates the
post- processing calling list label for an
inbound job. The default is inbpre. This label
must be one of the standard prefixes to a
label in the *.dat file in DATASCRIPT which
is usually alljobs.dat.
INBDATAPRE
inbpregene
Inbound pre-process label. Indicates the preprocessing calling list label for an inbound job.
The default is in inbpost. This label must be
one of the standard prefixes to a label in the
*.dat file in DATASCRIPT which is usually
alljobs.dat.
INBOUND
YES
Inbound job flag. YES allows inbound calling.
The default is always YES.
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Server environment configuration
Parameter
Typical Value
Explanation
INBQUEFACTOR
100
A number indicating the inbound queue factor,
the maximum percentage of client calls in the
queue compared to the number of inbound
agents. Range is 100- 200. Numbers outside
this range are meaningless.
INBTESTMODE
LOW=20,HIGH=
120,
PERIOD=1500,T
IMES=3,
COMPUTE=60,S
WING=50
Release information for inbound test calls.
Each entry defines a test parameter as
follows: LOW is the minimum call volume.
HIGH is the maximum call volume. PERIOD is
the cycle period in seconds that causes
fluctuation in the call volume. TIMES is the
number of repeats of the cycle. SWING
indicates how far to deviate from the cycle
period.
RUNANSWER
inwait1_f
Indicates the label in the calling script,
telephny.spt, to use to start processing
inbound calls.
SERVETIME
5
Maximum time call in wait queue (sec.) For
Overflow Blend only. Indicates the number of
seconds an agent sits idle as an inbound
agent before the system returns the agent to
outbound calling.
WAITLIMIT
90
Total wait delay (secs). Maximum number of
seconds a call remains in the outbound wait
queue.
XFER_WAITQ
waitxfer_f
Transfer wait queue label. Indicates the calling
script wait queue label in telephny.sptto
use during a Native Voice and Data Transfer.
Job file parameters - Outbound jobs
Parameter
Typical Value
Explanation
CC
NO
Cruise Control Flag
DISABLE_SHADOWJOB
NO
Disable Shadow job (agent-owned recall
related)
DNC_GROUP
DNC
Do Not Call group name. Identifies the filename
of the *.dnc file to use
EXPIRED_RECALL
NO
YES- Call expired recalls immediately -- expired
recalls have priority over other calls
HITRATE
100
A percentage (1-100) indicating the initial hit
rate for a job.
IDMODE
W40
Expert Calling Ratio. A number that indicates
the expert calling ratio (former intelligent dialing
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Configure job environment
Parameter
Typical Value
Explanation
mode). Usually set to appear on the Job
Verification Screen for the supervisor to fill in.
JOBEND
YES
YES = End job when no more calls remain, that
is.when the initial phone for each record has
been called at least once; NO - becomes an
infinite job.
LIST
name-list1
Outbound calling list (unless inbound only).
LOGONUNIT
NO
Require unit ID for agent login.
LOWALTQPRIO
NO
YES- Make alternate phone lowest priority in
selecting next record.
MINHITRATE
20
Minimum hit rate. A percentage (1-100) that
indicates the minimum hit rate for the job.
ORDERZONES
YES
YES = Sort records for calling by time zone.
OUTDATAPOST
outpostgene
Outbound post-process label. Indicates the
post- processing calling list label for an
outbound job. This label must be one of the
standard prefixes to a label in the *.dat file in
DATASCRIPT (usually alljobs.dat).
OUTDATAPRE
outpregene
Outbound pre-process label. This field
establishes the pre-processing calling list label
for an outbound job. This label must be one of
the standard prefixes to a label in the *.dat file
in DATASCRIPT (usually alljobs.dat).
QUOTA_EXTFILE
Quota settings file name.
QUOTA_SAVE
NO
YES = Save quota setting when the job ends.
QUOTAVAL
codenum,quota
Indicates the quota, by completion code, for the
job.
RECALL_INTERVAL
10
Recall reschedule interval (mins).
RECALL_NOTIFY
2
Recall notification time (mins).
RECALL_NUMOFTRY
2
Number of recall attempts.
REL_DIST
20=20,21=20,22
=30,
23=20,24=10
Testing only-Release code distribution.
Distribution-style comma separated list format:
release-code=percent * 100, percents must add
up to 100.
REL_TME
5=50,10=10,
20=20,30=20
Testing only-Release time-secs. Distributionstyle comma separated list format: #
secs=percent * 100, percents must add up to
100.
RUNCALL
wait1_f
Indicates the label in the calling script,
telephny.spt, to use to start processing
outbound calls.
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Server environment configuration
Parameter
Typical Value
Explanation
SCREEN
list1
Agent's called record display screen, such
as. /opt/avaya/pds/lists/list1.scrn.
SELECT
all
Call selection file for this job such as /opt/
avaya/pds/callsel/all.S.
Note:
Jobs cannot share .S files while running.
TESTMODE
VOICE=40
BUSY=20
NOANSWER=20
AUTOVOICE=20
Test mode only (leave empty for normal ops).
Indicates the distribution of call completion code
results required in test mode which are the
results of the system's call progress analysis.
Distribution space separated list. type=percent *
100, percents must add up to 100.
TESTOPER
RELEASE=5,DO Test mode only, leave empty for normal ops.
NE=5
Indicates the number of seconds agents are
allowed for talk time talktime and update time
updtime.
TRANSFER_TO_JOB
inbnd1
Transfer to inbound job name; Job to transfer
agent to when job finishes, assuming the
transfer-to job is running and the agent has
credential for that job type. An outbound-only
agent can't be transferred to an inbound job.
Job file parameters - Basic jobs
Parameter
Typical Value
ANI
Explanation
Calling party number (ANI-the number to show
users with Caller ID)
AUTOEND
NO
YES = Go to next field when field is full, i.e.
indicates to add an automatic end of field
indicator to agent input.
AUTORELEASE
NO
YES = Start update mode on customer hang up
CONNTOLE
1
Connect Tolerance (secs)
CPMETHOD
E
Call pacing method ('C' - Cruise control; 'E' Expert calling)
DATAPROCESS
generic
Main data processing label. One of the main
labels in the *.dat file named by DATASCRIPT.
Available labels in alljobs.dat include:
generic, virtual, and verify. Default is generic.
EDTFILE
outbound
Job type and name of .edt file to use (inbound,
outbound, blend).
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Configure job environment
Parameter
Typical Value
Explanation
IDENT
ACCTNUM
Identification field. Value from this field is used to
fill the TRN_USERFIELD in the
jobnumtran.stat file.
JLABEL
generic
Job description. A brief, unique, and descriptive
job label.
LINKJOB
Name of job to link to when job ends.
OKEYS
ag_cmd1
Agent command key definition file, such
as. /opt/avaya/pds/config/ag_cmd1.ky.
PORTS
REG,INB
Line type(s) for use on job. Comma separated list
of port labels, choosing one or more line labels
from the list specified in /opt/
avaya/pds/etc/master.cfg LINEASSIGN
parameter.
POST_TRANS
Post-process command. Indicates the command
to update jobs. The default is usually blank. A
typical command line: record_ed LIST1
LIST1 -p
POSTUPDATE
postupdate
Record update program name. The default is
usually blank. Runs generic post-update binary
as configured by PUdialernamelistname.cfg (for due diligence tracking)
SERVICELEVEL
99.0
Desired service level (percentage)
SINGLEEDIT
NO
YES = Allow only single edit of field in agent
input. The default is usually NO, with no ability to
edit on Job Verification Screen.
STARTTIME
08.00
Earliest start time for a job in 24-hour format,
local time.
Note:
Parameter does not override timezone
guard times in /opt/avaya/pds/config/
timezone.cfg.
STOPTIME
23.00
Latest stop time for a job in 24-hour format, local
time.
TRANS_CRIT
fieldname
Post-process filter criteria, such as which inbound
codes apply to real-time campaign update.
Indicates the call completion code criteria the job
has to meet to trigger campaign update. Usually
specifies one or more release codes. The
fieldname must match a field name in the record
format of the calling list.
TRANS_MAP
fieldname
Field to pass to post-process filter. For example,
which screen to run record edit against when
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Server environment configuration
Parameter
Typical Value
Explanation
using Real-time Campaign Update. Indicates the
field name by which the calling is indexed for
record search. The default is usually ACCTNUM
or ID. The value must match a field name in the
record format of the calling list.
TRANSTAT
93
Transaction completion code; real-time campaign
update. Used only if TRANJOB = YES. Indicates
the call completion codes that triggers call back
for sales verification.
VIRTUAL
NO
Run job without agents
WAITMSG1
1=1-10 SECS.
WAITING
First wait queue time and message. Indicates
message text to be sent to agent screens at
various customer wait times. The secs parameter
specifies the minimum number of seconds the
call is in the queue before the msg. Each msg is
20 characters maximum, and cannot contain
commas (,), colons (:), or equal signs (=).
WAITMSG2
11=11-20 SECS.
WAITING
Second wait queue time and message
WAITMSG3
21=21-30 SECS. Third wait queue time and message
WAITING
WAITMSG4
31=31+ SECS.
WAITING
XFERHOLDMSGNO
Fourth wait queue time and message
Number of message to play while on hold
awaiting transfer
Job file parameters - Managed outbound jobs
Parameter
Typical Value
Explanation
PVCANCEL
NO
YES = Allow agents to cancel call in preview
mode.
PVDIAL
NO
YES = Activate managed (preview) dialing.
PVEMPTYREC
NO
YES = Display empty record at preview.
PVIGNOREDEL
NO
YES = Allow dialing from deleted record.
PVKEYFLD
Key field for LIS record search
PVLENGTH
15
Number of seconds an agent can preview a
record before dialing begins.
PVSEARCHTYPE
NONE
Method for record search at preview (LIS,
HASH, or NONE).
Job file parameters - IVR jobs
The values in the table below appear in the /opt/avaya/pds/config/outbound.edt file.
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Configure job environment
Parameter
Typical Value
Explanation
IVR_AGENTS
NO
Allow IVR agents on job
IVR_ID
YES:NO:NO:::::
10:
IVR identifier for job
IVR_INITSCRIPT
NO:NO:NO:::::
11:
Initial script to run on the IVR when an agent
joins a job other than a pool job. Onlt set this
parameter only when if it is necessary to run
the Agent API command SetNotifyKeyField.
IVR_SCRIPT
YES:NO:NO:::::
11:
Script to run on the IVR when a call is passed
to an agent
Job file parameters - Verify jobs
Parameter
Typical Value
Explanation
TRANJOB
NO
Transaction verification job. YES= Job uses
sales verification.
Job file parameters - Other jobs
Parameter
Typical Value
Explanation
DATASCRIPT
alljobs
Specifies data script, *.dat, file name, such
as /opt/avaya/pds/scripts/
alljobs.dat. The *.dat file to use when preand post-processing the calling list.
DISPLAY
YES
Show this job in available jobs list
DONE_TME
5=50,10=20,15=
20,20=10
Test mode only. Number of seconds test
operator will stay on line before auto-hitting the
DONE key (to release the record). Distributionstyle comma separated list format: #
secs=percent * 100, percents must add up to
100
Job file parameters - UWL jobs
Parameter
Typical Value
Explanation
LOGONUNIT
NO
Require unit ID for agent login
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Server environment configuration
Configure completion codes
Completion codes
Proactive Contact uses completion codes to identify the result of a phone call with a customer.
Either the system or an agent assigns a completion code to each phone call.
The system assigns a completion code when the system does not pass the phone call to an
agent. The only successful call attempts that the system identifies are during virtual jobs. Some
examples of system assigned completion codes are BUSY, SIT, and NOANSWER.
An agent assigns a completion code based on the result of a phone call that the system passed to
the agent. Some examples of agent assigned completion codes are RECALL, PROMISE, and
AUTOVOICE
In Proactive Contact, completion codes are defined in the compcode.cfg file. This file also
specifies whether the completion code is included in the Completion Code Summary Report.
Using the Completion Code tab of Editor, supervisors can create and manage completion codes.
These supervisors can perform the following tasks:
• View both system and agent assigned completion codes.
• Create and maintain the completion codes that agents can assign.
• Assign completion codes to categories for monitoring and reporting activities.
• Specify which codes appear in the Completion Code Summary report.
• Specify or edit the information in the Report Header field that uses the New Completion Code
Wizard.
Completion code attributes
Proactive Contact assigns a number to each completion code and specifies whether the system or
agent assigns the code. A system can have up to 1000 completion codes.
Completion codes have the following attributes:
Attribute
Description
Code
The number assigned to the code. Code numbers range from 0 to 999.
Keyword
The short name of the completion code.
Type
The assigner of the completion code: agent or system.
Description
A brief description of the completion code.
Report Header
The title for the completion code column in the Completion Code Summary
report.
You cannot change any of the attributes for system assigned completion codes.
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Configure completion codes
You can create or change the following attributes for agent assigned completion codes:
• Keyword
• Description
• Report header
You cannot change the code number and type attributes for agent assigned completion codes.
Related links
Adding completion codes on page 228
Completion code catergories
During a job, agents assign a completion code to a phone call to indicate the result of a call. With
the Completion Code tab of Editor, you can organize completion codes into categories for
monitoring and reporting purposes.
Completion codes can be organized into the following four categories:
Category
Description
Right Party
Contacts
The agent spoke with the correct party.
Closures
The agent spoke with a party and completed the purpose of the call. A Closure
can represent different outcomes, including the following:
• Balance paid in full
• Bankruptcy
• Deceased
• Sale verified and completed
Abandons
The call was abandoned, and the system disconnected the call. An Abandon can
be the result of several events, including the following:
• The customer who placed the call to the call center hung up while in the
inbound wait queue.
• The customer hung up while in the outbound wait queue.
• The call was held in the wait queue for the maximum time allowed.
Recalls
The call did not connect to the customer. The system places another phone call to
the customer based on the settings you defined on the Retries tab in the
Strategies function of the Completion Code Manager.
You can associate a completion code to more than one category. For example, an agent places a
call to confirm an order and leaves a message on the answering machine. The agent assigns the
answering machine completion code to the customer record. The answering machine completion
code can belong to both the Right Party Contacts and the Closures categories.
Completion codes in a pod environment
If your system uses multiple systems (in a pod), each system has a set of completion codes. The
completion codes that you create and change in Editor belong to the primary system. When you
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Server environment configuration
save the codes in Editor, Proactive Contact saves the changes to each system in the pod. The
changes are not available until the dialer is restarted.
Related links
Adding completion codes on page 228
Adding completion codes
About this task
System-assigned completion codes are already configured and cannot be defined or edited by the
supervisors. Proactive Contact also provides agent completion codes that agents can assign to
calls. Supervisors can create and modify additional agent completion codes with the Completion
Code tab in Editor.
Procedure
1. Open the Editor application.
2. Select the Completion Code tab to display all the defined completion codes for the primary
system in a pod or a stand-alone system's codes.
3. Click File > New to start the Completion Code Wizard.
4. Follow the steps in the wizard to add a new completion code.
5. To make the new code available, you must restart the dialer.
Related links
Completion codes on page 226
Completion code catergories on page 227
compcode.cfg field descriptions
The changes that supervisors make to completion codes in Editor are saved to the
compcode.cfg file in each standalone system or system in the pod. These changes are
unavailable until the systems are restarted. When the systems start, the file is stored in shared
memory and used by a standalone system or all the systems in the pod.
Field #
Field Name
Values
Description
1
Code number
Predefined
This field is populated when the supervisor adds
a new completion code and the code number is
assigned to the completion code by the system.
2
Code name
Unique name
assigned to the
completion code.
The completion code name.
Default is code n, for example, CODE1.
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Configure completion codes
Field #
Field Name
Values
Description
Maximum length of 16
alphanumeric
characters.
3
Code type
OP, SYS, UNDEF
The assigner of the completion code.
Displayed as agent or system in the Completion
Code tab of Editor.
UNDEF (undefined) is used for completion
codes in the compcode.cfg file that have not
been configured yet.
UNDEF is in the compcode.cfg file but not in a
report or in the Completion Code tab of Editor.
4
Activation
indication
YES, NO
When set to Yes for a completion code,
activates that code. Code numbers 001 to 199
can be activated.
5
Recall indication
YES, NO
This field is populated when the supervisor
moves the completion code to the Recalls code
category and saves the change.
6
Right Party
Contact indication
YES, NO
This field is populated when the supervisor
assigns the code as a Right Party Contact in the
wizard or sets the code to the Right Party
Contacts category in the Completion Code tab
of Editor.
7
Abandon
indication
YES, NO
This field is populated when the supervisor
drags the code to the Abandon category in the
left pane and saves the change.
8
Closure indication
YES, NO
This field is populated when the supervisor
assigns the code as a Closure in the wizard or
edits the field in the left pane and saves the
change.
9
Report indication
YES, NO
This field is populated when the supervisor
selects the code in the wizard to include it in a
report or edits the field in the left pane and
saves the change. This field is new in this
release.
10
Report header
Name of the Report
Header.
11
Code description
Description of the
completion code.
July 2018
This field is populated when the supervisor
customizes the text of the Report Header in the
wizard or in the Report Header field. This field is
Maximum length of 32
new in this release.
alphanumeric
characters.
Default is the keyword for the completion code.
This field is populated when the supervisor
enters a code description in the wizard. It is also
populated when the supervisor edits this field in
Maximum length of 64
the Description column of the Completion Code
alphanumeric
Manager and saves the change.
characters.
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Server environment configuration
Note:
The format of an entry in the compcode.cfg is:
Field
8
1
9
DTMF_V
2
10
44:
VOICE:
DTMF detected
3
11
SYS:
4
YES:
5
NO:
6
NO:
7
NO:
NO:
NO:
Completion codes table
Code
Keyword
Type
Description
000
NOTCALLED
System
The account has not been called.
001
CODE1
System
Reserved for the system.
002
ERROR
System
The system detected an invalid
phone number.
003
TIMEOUT
System
The system did not receive a dial
tone.
004
HANG_PORT
System
The line was idle after the system
dialed the customer record phone
number.
005
NOTINZONE
System
The local time for the customer
phone is outside calling hours.
Not within legal
hours
006
MOFLASH_B
Agent
Used for native voice and data
transfer. An agent transfers a call
to an inbound agent without
remaining on the line (voice and
data blind transfer).
Blind transfer
007
HANG_TRANS
System
No agent is available for a
supervisor transfer.
008
System
Reserved for the system.
009
System
Reserved for the system.
010
System
Reserved for the system.
011
BUSY
System
The system detected a busy
signal.
012
CONTTONE
System
The system detected a continuous
tone, such as a fax or modem.
013
AUTOVOICE
System
The system detected an answering
machine.
014
VOICE
System
Interim code when a person is on
the line.
015
NOANSWER
System
The call placed was not answered.
Report Header
Timed out
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Configure completion codes
Code
Keyword
Type
Description
016
RINGING
Agent
Can be user defined but is usually
defined as a phone call that was
still ringing but was passed to an
agent.
017
CUSTHU
Agent
Can be user defined but is usually
used to define when a customer
hangs up while the call is in the
wait queue, and the call is still
passed to an agent.
018
TRANSFER
Agent
Can be user defined but is usually
defined as a transfer release.
019
RECALL
Agent
Can be user defined but is usually
defined as a recall release.
Agent
Customer assigned codes used by
agents.
020034
035
CANCEL
System
Can be user defined but is usually
defined as the agent cancelled the
managed call.
036
INTERCEPT
System
Special Information Tone (SIT)
received that indicates an operator
intercepted the call.
037
NOCIRCUIT
System
SIT received that indicates the
circuits were unavailable.
038
DISCONN
System
SIT received that indicates the call
was a disconnected number.
039
VACANT
System
SIT received that indicates the call
cannot be completed as dialed.
040
REORDER
System
The call resulted in a fast busy
tone.
041
R_RINGING
System
Reserved.
042
LINEFAIL
System
A failure on the phone line
occurred.
043
OP_RECALL
System
Operator set recall.
044
DTMF_V
System
DTMF tone detected.
045
HU_INB
System
The customer hung up while in the
inbound wait queue.
046
HU_OUT
System
The customer hung up while in the
outbound wait queue.
047
HANG_INB
System
An agent was unavailable for the
inbound call.
Report Header
Transferred
Voice DTMF
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Server environment configuration
Code
Keyword
Type
Description
048
HANG_OUT
System
An agent was unavailable for the
outbound call.
049
OPDIED
System
The agent session ended
abnormally.
050
R_HSONHOOK
System
The agent headset disconnected
from .
Agent
Customer assigned codes used by
agents.
051088
089
MANAGEDA
Agent
Managed Dial: Managed nonconnection A.
090
MANAGEDB
Agent
Managed Dial: Managed nonconnection B.
091
VIRTVOICE
System
Virtual Agent: Virtual message to
VOICE (to a person).
092
VIRTAUTOV
System
Virtual Agent: Virtual message to
AUTOVOICE (to a calling
machine).
093
SOLD
Agent
Sales Verification: Sold campaign.
094
VERIFIED
Agent
Sales Verification: Sale verified.
095
UNVERIFIED
Agent
Sales Verification: Sale not
verified.
096
CONNEXPIRE
System
OFCOM abandon call.
097
FCC_DNC
System
Customer opted for DNC.
098
AORECALL
Agent
Agent Owned Recall.
099
System
Reserved for the system.
100999
Agent
Customer assigned
Report Header
Verified sale
Configure reports
Report parameter descriptions
Parameter/Option
Description
report_name
Required parameter. It refers to the file /opt/
avaya/pds/reportgen/report_name.rept.
This file must already exist, unless the -c option is
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Configure reports
Parameter/Option
Description
also given. report_name can refer to a new or
existing file.
-c
Create report format.
-s
Select report criteria. Cannot be used with -b option.
-e
Edit substitution text.
-r
Run report.
-l listname
Calling list substitution
-v msg
Report description. Enclose msg in double quotes
("msg").
-t title
Report substitution title. Enclose title in double
quotes ("title").
-f #
First record to read.
-n #
Total number of records to read
-b
Run as background process. Cannot be used with s option.
-x
Print without page breaks.
Examples
1. Edit the /opt/avaya/pds/reportgen/days1.rept file, and include the report template section.
report days1 -cs
2. Look for the days1.rept in /opt/avaya/pds/reportgen. Bring up the field value selection
criteria screen for this report.
report days1 -s -v "days1 test report"
3. Run the report days1.rept in the background and output report results into the /opt/
avaya/pds/reports directory. -l list1 tells the program to use list1 for the LIST substitution
parameter.
report days1 -rb -v "days1 test report" -l "list1"
Configuring reports
About this task
The report binary provides calling list report generation. It allows customers to view specified fields
within their calling list. It also allows you to filter specific records based on field specific criteria
(TRUE, FALSE, AND, NOT, and so on) for any field in the record. The customer can change the
filter criteria, but not the fields that are displayed on the report.
On the system, reports (*.rept files) are located in the /opt/avaya/pds/reportgen directory.
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Server environment configuration
Procedure
1. With sroot access, at the system prompt, type menu install and press Enter.
2. Select Configure the System > Create history reports.
3. Insert the action for another step, or delete if it's not required.
Note:
This option must be run every time the call completion codes are changed.
Creating reports
Procedure
1. To use the report command, at the system prompt, type report report_name -cs
and press Enter.
2. Add all specified field names to the expression list.
3. Make all dollar amounts data type real (not dollar).
4. Create the format as specified for the system.
5. Create the specified selection and sort fields.
6. Create tsub files as needed for text substitution.
7. If any further changes are made to /opt/avaya/pds/config/compcode.cfg, type
make_tsub at the system prompt and press Enter.
Related links
Adding an expression to a report on page 234
Adding or deleting a field in a report on page 235
Adding a blank line between records on page 236
Creating duplicate reports on page 237
Using the command line with reports on page 237
Adding an expression to a report
About this task
Editing an expression follows the same procedure as adding an expression. The only difference is
that you must put your cursor on the field expression to be changed and instead of using the Esca (Add) command, use the Esc-c (Change). Then type the new field name over the old one.
Warning:
Do not add an expression between existing expressions. Do not delete an expression. If a
specific expression is not in your calling list, simply change the field name to one that does
exist. Changing the placement of field expressions can cause unexpected problems.
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Configure reports
Procedure
1. At the system prompt, type report list -cs and press Enter.
The system displays the Report Generator screen. To add an expression, you do not need
to make any changes to this screen.
2. Press the DONE key (^A@^M).
The system displays the report format screen. Note the top line shows the different actions
available: Label, Expression, Dimension, Print, Write and Quit.
3. Press E for Expression.
(E)xpression:
---------------------------------------------------------------------REPORT: days7 EXPRESSIONS LIST
Name
Expression
Page
Reset
Type
-------------------1. E1
# DATE
No
No
2. E2
# TIME
No
No
3. E3
# PAGE
No
No
4. E4
# TITLE
No
No
5. E5
# RECNUM
No
No
6. E6
# LIST
No
No
7. E_7
ACCTNUM
No
No
8. E_8
NAME1
No
No
9. E_9
BALANCE
No
No
10. E_10
DAYSCNT
No
No
---TEXT
TEXT
TEXT
TEXT
TEXT
TEXT
TEXT
TEXT
TEXT
TEXT
4. Verify that the flashing cursor is positioned on the last field name.
5. Press Esc-a to Add.
6. Type the field name to be added. The field must be in the calling list that the report is
calling (from screen1). The Report Generator application is case sensitive.
7. Press Enter. You do not need to edit the remaining information, Report Generator adds
this information automatically.
8. Press Ctrl+x to return to Label screen.
9. Press W for Write.
10. Type the file name to save screen. Do not add the extension, Report Generator does this
automatically.
11. Press Ctrl+x to exit.
Related links
Creating reports on page 234
Adding or deleting a field in a report
About this task
Make sure that the field you are adding has an expression. If it does not, add it. . You will now
notice that your cursor is located on the Label screen. Use your arrow keys to move the cursor on
the screen. See steps 9 through 11 for delete steps.
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Server environment configuration
Tip:
Do not overlap fields. If a field is too long to view properly in the report, you can truncate the
ending characters by selecting the end position after moving over only the number of
characters for desired character positions.
Procedure
1. On the Label screen, press L for LABEL.
You will now notice that your cursor is located on the Label screen.
2. Use your arrow keys to move the cursor on the screen to the spot where a field should be
added or deleted.
3. Press Esc-a to Add.
4. Use your arrow key to select the field expression (field name) and note the length of the
field.
5. Press the DONE key. Your cursor must be back on the spot it was before.
6. Press S for Start Position.
7. Move your cursor with your right arrow key the same number of spaces as character
positions in the field.
8. With the cursor positioned on the last character position, press E for End Position.
9. You will see dots representing the character placement. If you put your cursor over the dots
on the screen, you will notice that the field name appears in the lower right hand corner of
the screen. Insert Screen print and highlight the lower right portion.
10. For delete, press Esc-d to Delete.
11. At the prompt, press Y so that Report Generator deletes the field.
Next steps
You can change a date field to four digit years.
1. Delete the existing date field.
2. Re-add the date-field with minimum 10 character positions.
3. Save the report.
Related links
Creating reports on page 234
Adding a blank line between records
About this task
Sometimes user want to have an empty line between each list record.
Procedure
1. Backup the original report.
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Configure reports
2. Open the report.
3. Press F1.
4. Press L for Label.
5. Place cursor below line to add.
6. Use the escape sequence Esc-i for Insert Line.
7. Press Esc-l to move to the left hand side of the screen. and
8. Press D for detail.
9. Use arrow keys and place your cursor on the new line.
10. Type D for Detail Line.
11. Use the control sequence Crtl+x to return to the right hand side of the screen.
Note:
In some instances, you will have to add a blank line above the last line of detail, re-add
the detail information onto the blank line, and then remove it from the last detail line.
Related links
Creating reports on page 234
Creating duplicate reports
Procedure
1. From the Label Screen, press W and save the current report to a new report name.
2. Press Crtl+x to exit.
3. To open the new report, at the system prompt :type report filename -cs and press
Enter.
4. Change the list name.
5. Press F1.
6. Change the Report Title to reflect calling list name, for example list2, so the user will know
which list is for which report.
7. Press W for write.
8. Press Ctrl-x to exit.
Related links
Creating reports on page 234
Using the command line with reports
Procedure
1. To run a report from the command line, at the system prompt type report filename rb and press Enter.
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Server environment configuration
2. To view a report from the command line, at the system prompt type rpt_view and press
Enter.
a. Press CTRL+v for View.
b. Select the report number.
c. To advance a page, press CTRL+n for Next.
d. To view a previous page, press CTRL+p for Previous.
Related links
Creating reports on page 234
Configure agent keys, currency, commands, menus,and
time zones
Agent keys
When an agent releases the line, AGTReleaseLine is called with the script name that was
associated with the RELEASE key that was chosen. In addition, the completion code that is
associated with that key is saved.
When the agent releases the line, the following process occurs:
1. If there is a completion code associated with the DONE key chosen, then
AGTFinishedItem is called with that completion code.
2. If there is no code for the DONE key, then the completion code that was saved with the
RELEASE key, noted above, is used in the call to AGTFinishedItem.
3. If a Quick Release (QREL) is performed, then AGTReleaseLine is not called at all.
AGTFinshedItem is called with the completion code associated with the QREL key
chosen.
Because of the highly configurable nature of the keys file, there are many valid ways to set up the
disposition procedure for the agent. However, it is also possible to set up an invalid procedure that
will result in failure to disposition the call.
An invalid procedure is one that allows an agent to release the line and finish the work without
choosing a completion code. The best way to prevent this problem is to ensure that all RELEASE
keys and all DONE keys have valid completion codes. All QREL keys must also have completion
codes.
Note:
Quick Release operations are not included in these examples because they always work the
same way. Any number of Quick Release operations can be included in any disposition
procedure.
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Configure agent keys, currency, commands, menus,and time zones
Example disposition procedures
Release operations
have completion codes
This is the most common scenario.
• Multiple RELEASE keys are defined. All of them have valid scripts
and completion codes.
• One DONE key is defined. It does not have a completion code.
Done operations have
completion codes
• Multiple RELEASE keys are defined with valid scripts but no
completion codes.
• Multiple DONE keys are defined. All have valid completion codes.
All Release operations
have completion codes
and some Done
operations have
completion codes
• Multiple RELEASE keys are defined. All of them have valid scripts
and completion codes.
• Multiple DONE keys are defined. One does not have a completion
code. The others have valid completion codes.
Note:
If one of the DONE keys with a completion code is chosen, then it will overwrite the code
chosen in the Release Line step
Related links
Adding agent keys on page 239
Adding agent keys
Procedure
At the system prompt, type add_key and press Enter.
Note:
You can also use the Add Key Wizard from the Agent Keys tab of Editor to add a new key.
The add_key script assigns an agent release code to an existing key sequence. Acceptable codes
are:
• 20-34
• 51-88
• 100-199
In order to use this script, a key file must have an existing unused key sequence available to add
code. In order to change an existing key sequence, the sequence must have a space or tab in the
description and must have a description after the key designation.
The script reads the /opt/avaya/pds/config/agentkey.tbl file and displays the following prompt:
The following key file(s) are available to add new code(s) to.num > keyfilename:
keyfile_description
num > keyfilename: keyfile_description
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Server environment configuration
The script then displays this prompt:
Enter either the number of the key file you wish to add new code(s) to or (q)uit.
The script walks you through the process of creating the new code and asks you to confirm the
code that is created.
Related links
Agent keys on page 238
Setting the currency format
About this task
Blank lines and the lines that begin with # are regarded as comment lines. You can comment out
any parameter or leave a parameter undefined in this file. If you leave a parameter blank, the
default value is the value specified by the locale you set with the LANG parameter in
master.cfg.
Note:
An exception is the ALIGNMENT parameter that is not defined by the locale definition. If this
parameter is not defined, it defaults to LEFT.
Procedure
1. Use vi or a similar editor to open /opt/avaya/config/currencyfmt.cfg.
2. Edit the parameter values to change the currency format.
3. Save your changes and close the file.
Related links
Currency configuration on page 240
Currency configuration
The currencyfmt.cfg file set the parameters for currency throughout Proactive Contact
Parameter
Setting
CURRENCY_SYMBOL
The local currency symbol applicable to the current locale.
You can specify any symbols you would like to assign. You
can specify '$' or 'USD' (international notation for US Dollar)
for US Dollar.
For example: CURRENCY_SYMBOL:$:
DECIMAL_POINT
The character used to format monetary quantities. '.' is used
in most countries, but ',' or '$' are used in several countries.
If this parameter is not in currencyfmt.cfg, the value of
the LC_MONETARY returned by locale is used.
For example: DECIMAL_POINT:.:
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Configure agent keys, currency, commands, menus,and time zones
Parameter
Setting
THOUSANDS_SEP
The character used to separate groups of digits to the left of
the decimal point in formatted monetary quantities. ',' in
most countries, but '.' is used in several countries.
For example: THOUSANDS_SEP:,:
GROUPING
A string where the numeric value of each byte indicates the
size of each group of digits. Normally 3, but you can assign
any positive integer value on your demand. If you set to 0, it
means that grouping is not used when formatting monetary
value.
For example: GROUPING:3:
POSITIVE_SIGN
The string used to indicate a nonnegative valued formatted
monetary quantity, such as '+', no symbol, '(+)'.
For example: POSITIVE_SIGN:+:
NEGATIVE_SIGN
The string used to indicate a nonnegative value formatted
monetary quantity, such as ’-’, ’(-)’, ’minus."
For example: NEGATIVE_SIGN:-:
FRAC_DIGITS
The number of fractional digits (those to the right of the
decimal point) to be displayed in a locally formatted
monetary quantity. 2 for US Dollar or France Fran, 3 for Italy
Lira, or 0 for Japanese Yen.
For example: FRAC_DIGITS:2:
P_CS_PRECEDES
Set to 1 or 0 depending upon the currency symbol precedes
or succeeds the value for a non-negative formatted
monetary quantity.
For example: P_CS_PRECEDES:1:
P_SEP_BY_SPACE
Set to 1 or 0 if the currency_symbol is or is not separated
by a space from the value for a nonnegative formatted
monetary quantity.
For example: P_SEP_BY_SPACE:1:
P_SIGN_POSN
Set to a value indicating the positioning of the positive_sign
for a nonnegative formatted monetary quantity. The values
of P_SIGN_POSN (and N_SIGN_POSN) are interpreted as:
0 Parentheses surround the quantity and
CURRENCY_SYMBOL.
1 The sign string precedes the quantity and
CURRENCY_SYMBOL.
2 The sign string succeeds the quantity and
CURRENCY_SYMBOL.
3 The sign string immediately precedes the
CURRENCY_SYMBOL.
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Parameter
Setting
4 The sign string immediately succeeds the
CURRENCY_SYMBOL.
For example: P_SIGN_POSN:1:
N_CS_PRECEDES
Set to 1 or 0 if the currency_symbol respectively is or is not
separated by a space from the value for a negative
formatted monetary quantity. For example:
N_CS_PRECEDES:1:
N_SEP_BY_SPACE
Set to 1 or 0 if the currency_symbol is or is not separated
by a space from the value for a negative formatted
monetary quantity. For example: N_SEP_BY_SPACE:1:
N_SIGN_POSN
Set to a value indicating the positioning of the
NEGATIVE_SIGN for a nonnegative formatted monetary
quantity. For example: N_SIGN_POSN:1:
ALIGNMENT
Set LEFT or RIGHT for the field alignment. If this parameter
is not defined in currencyfmt.cfg, then defaults to LEFT.
For example: ALIGNMENT:LEFT:
Related links
Setting the currency format on page 240
Configuring time zones
Procedure
1. Using a text editor such as vi, open /opt/avaya/pds/config/timezone.cfg.
2. Add a new line to the file in the appropriate format for each new time zone.
Tip:
You can create pseudo time zones where time zone borders split a region and it would
prove difficult or costly (in an excessively large time zone table) to establish. Pseudo
time zones define a narrow region encompassing the time zone border where the start/
stop (guard) times are set to an hour later start time and an hour earlier stop time. The
loss in dialing time is insignificant if the region is set to a very narrow area (by sufficient
table definition).
Example
For example, an installation in Arizona must be MST7 since the state does not observe daylight
savings time changes. The dialing start/stop times specified by the day of the week permits the
setting of different dialing guard times for each day of the week. The start/stop times are specified
in the particular locale's time of day (not local time of the installed system). A day of the week
calling can be disabled by setting the same start/stop time. Do not set the stop time less than the
start time.
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Related links
Time zone codes on page 243
timezone.cfg file contents on page 244
Configuring Time zone on page 245
Time zone codes on page 243
Time zone codes
The syntax for the entries in this table which come from the timezone.cfg file is:
zone designator:zone name:GMT diff:TZ code:day range:start time:stop time:
Note:
Before 2007, Mexico observed the same start and stop times for Daylight Saving Time (DST)
as the USA and Canada. In 2007, the DST for USA and Canada is changed but Mexico
continues to use the pre-2007 DST start and stop times. Therefore, if the country code for the
system is set to the country code for Mexico(52), you must create new time zone codes for
Mexico to enable the system to distinguish between the time zones for the USA and those for
Mexico. Currently, a prefix of "MX" is appended to the existing zone codes to identify the
Mexico time zones.
Time zone code
Time zone description
1
Newfoundland Daylight:3.30:NST3.30NDT:0-6:08.30:19.45
2
Atlantic Daylight:4:AST4ADT:0-6:08.00:20.45
3
Atlantic No Daylight:4:AST4:0-6:08.00:20.45
4
Eastern Daylight:5:EST5EDT:0-6:08.00:20.45
5
Pennsylvania:5:EST5EDT:1-6:09.00:20.45:0:13.30:20.45
6
Eastern No Daylight:5:EST5:0-6:08.00:20.45
7
Central Daylight:6:CST6CDT:0-6:08.00:20.45
8
Central No Daylight:6:CST6:0-6:08.00:20.45
9
Illinois:6:CST6CDT:0-6:08.00:19.45
10
Mountain Daylight:7:MST7MDT:0-6:08.00:20.45
11
Mountain No Daylight:7:MST7:0-6:08.00:20.45
12
Pacific Daylight:8:PST8PDT:0-6:08.00:20.45
13
Pacific No Daylight:8:PST8:0-6:08.00:20.45
14
Yukon Daylight:9:YST9YDT:0-6:08.00:19.45
15
Aleutian Daylight:10:AST10ADT:0-6:09.00:20.45
16
Aleutian No Daylight:10:AST10:0-6:09.00:20.45
17
800 Numbers:LOCAL:LOCAL:0-6:08.00:19.45
18
Japan:-9:JST-9:0-6:09.00:19.45
19
Guam:-10:GST-10:0-6:09.00:19.45
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Time zone code
Time zone description
20
United Kingdom:0:GMT0BST:0-6:08.00:21.45
21
Republic of Ireland:0:WET0WETDST:0-6:08.00:21.45
22
Western Australia:-8:WST-8:0-6:09.00:19.45
23
South Australia:-9.30:CST-9.30CDT:0-6:09.00:19.45
24
North Australia:-9.30:CST-9.30:0-6:09.00:19.45
25
Victoria Australia:-10:EST-10EDT:0-6:09.00:19.45
26
Queensland Australia:-10:EST-10:0-6:09.00:19.45
27
Hong Kong:-8:EAT-8:0-6:09.00:19.45
28
Chile:4:CLT4CLST:0-6:09.00:21.00
29
South Africa:-2:SAST-2:0-6:09.00:21.00
30
South Korea:-9:KST-9:0-6:09.00:19.45
31
Central Mexico Daylight:6:MXCST6MXCDT:0-6:08.00:20.45
32
Pacific Mexico Daylight:8:MXPST8MXPDT:0-6:08.00:20.45
33
Mountain Mexico Daylight:7:MXMST7MXMDT:0-6:08.00:20.45
34
Eastern Mexico Daylight:5:MXEST5MXEDT:0-6:08.00:20.45
35
China:-8:CST-8:0-6:08.00:22.00
999
Special:8:PST8PDT:0-6:00.00:23.59
(Special time zone used by callsel’s -T option)
36
Russia:-4:MSK-4:0-6:08.00:20.45
37
Samoa Standard Time:11:SST11:0-6:08.00:20.45
Related links
Configuring time zones on page 242
Configuring time zones on page 242
timezone.cfg file contents
The timezone.cfg file defines the time zone information and the setting of different dialing guard
times for each day of the week on a particular region. Repeat the last three fields as needed.
Each entry in the file has this format:
zone_desg:description:gmt_diff:TZ_code:days_week_range:start_time:stop_time
Parameter
Setting
zone_desg
A numeric value is used to define the time zone (for example, 23
for South Australia).
description
Time zone description
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Parameter
Setting
gmt_diff
Number of hours the time zone is offset from Greenwich Mean
Time (for example, -9:30 for South Australia). Usually the same
as TZ_code.
TZ_code
Key field for stdday.cfg file which contains the changeover dates
for standard and daylight savings time changes.
days
0-6
Days of the week for which these guard times apply.
0 = Sunday (7 = Sunday is also permitted)
start_time
Time at which it is legal to call within a time zone (typically 08:00)
stop_time
Legal time at which calling must stop within a time zone (typically
20:45 to be cautious for a 21:00 legal stop time)
Related links
Configuring time zones on page 242
Configuring Time zone
Before you begin
About this task
You must first collect all the information listed in the Worksheet for configuring Time Zone on
page 246
Procedure
1. Log in to the dialer as admin user.
2. Verify whether the dialer processes are stopped by running the following commands:
check_pds
check_mts
check_db
If the dialer process are running, then run the following commands to stop the dialer
processes:
stop_pds
stop_mts
stop_db
3. Switch to sroot user.
4. Type menu install and press Enter.
5. In the INSTALLATION AND CONFIGURATION screen, type 3 to select Configure the
system and press Enter.
6. In the Configure the system screen, type 5 to select Configure time zone and press
Enter.
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7. The standard time zones appear. You can either select the standard time zone or create
custom time zone.
• If you select standard time zone, then no additional steps are required. The
configuration script exits making the appropriate changes.
• If you create custom time zone, then collect the information listed in the Worksheet for
configuring Time Zone on page 246 before proceeding.
8. Follow the on-screen instructions.
Related links
Configuring time zones on page 242
Worksheet for configuring Time Zone on page 246
Worksheet for configuring Time Zone
Before configuring the time zone, collect the details for the information provided in the table.
Requirement/component/machine name
Value/requirement
Notes
TZ Code (standard)
Description for the time zone
Guard Times
Day of week range is 0-6, 0 = Sunday
Day range:
Sub-ranges (e.g. 0-5 and 6) are also allowed, to set
different guard times for different days
Start time (HH.MM):
Stop time (HH.MM):
Note:
Guard times are in 24-hour clock format
Timezone
International phone number prefix (country code)
Area Number
This data provides a
means to assign prefix of
valid telephone numbers
(of any desired length) in
standard format, that is
excluding country code,
to a particular time zone.
• The value can be one
or more numbers (or
range) separated by
comma
• Whitespace between
comma-separated
values is not allowed
• Instead "ALL" can be
used as the value to
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Requirement/component/machine name
Value/requirement
Notes
designate all area
codes
• Ensure that numbers
are not repeated or
ranges do not overlap
• All valid phone
numbers (in standard
format) must appear in
this data
• It is important to enter
correct data
Phone Number(s)
Standard format length
• The length of phone
number in standard
format (excluding
country code) is used
for validating the
numbers in the calling
list.
Enter the length (range is allowed)
Is this length valid for international dialing (y/n)
Are there any specific rejection rules you want to
add for this country (y/n)
Rejection rules
• Rejection rules are
used to specify invalid
standard format phone
numbers
• Syntax for pattern: an
asterisk (*) is a wildcard character
indicating any
characters of
indeterminate length; a
question mark (?) is a
placeholder for any
single character.
Character classes like
[0-9] can be used
Pattern for INVALID phone numbers
Description for pattern of INVALID phone numbers
Do you wish to configure offhook retry delay rule for
this country (y/n)
Off hook retry delay
specifies the min delay
required before retrying
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Requirement/component/machine name
Value/requirement
Notes
a failed offhook attempt
when initiating another
outbound call on the
same line
Number of seconds to wait before retrying failed
offhook attempt
Do you wish to configure answer delay rule for this
country (y/n)
Answer Delay specifies
the min delay required
before going offhook to
answer an inbound line
Number of seconds to wait before answering an
inbound line
Do you wish to configure Recall Limit rules for this
country (y/n)
Recall Limits determine
the limits to recalling
numbers when the call
results in the specified
completion code. (like
DEFAULT, BUSY,
OP_RECALL) You can
refer to compcode.cfg
file for the list of
completion codes
• Do not enter numeric
value of the
completion code
• The attempt range can
be a single attempt
number, range of
attempt numbers or
open range (that is
“2-”).
• The minimum delay is
specified by a number
followed by “s” for
seconds, “m” for
minutes, and “h” for
hours.
Do you wish to configure Recall Limit rules for this
country (y/n)
Completion code
Ensure you are providing
this info with “CODE” in
caps followed by the
number.
Attempt range
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Requirement/component/machine name
Value/requirement
Notes
Minimum delay for this attempt range
More Attemp Ranges(y/n)
More Recall Rules (y/n)
Related links
Configuring Time zone on page 245
Menu files
The .menu files contain menu commands for the Linux-based menu system. Supervisors and
administrators can navigate through the system and perform tasks using menus. The *.menu files
provide access to other menus and submenus. Users can also view help screens, run shell
scripts, and run binaries from menus.
Menus are displayed using the menu binary and can rely on acceptable entries files (*.acpt),
screen files (*.scrn), pull-down menu files (*.mnu), and command files (*.cmd).
The text descriptions in a *.menu file are tokens. All token values reside in the /opt/
avaya/pds/language/menu_eng.msg file for English language installations. Other language
installations token values reside in a menu_lang.msg file. Such toekn files make localization
much easier.
Menu headers
The *.menu files have two distinct sections: a header section and a command section. The
header section contains a series of keywords and settings that define how the menu program
displays the menu.
Menu Options
The command section defines the options the user chooses from a menu. The options can direct
the user to another menu or to a submenu, or invoke a command. Menu options consist of
parameters that define the action and how the menu program displays the option.
The system displays up to 14 menu options; you can configure up to 12 of these. Proactive
Contact automatically defines the first two options as Exit and Display help. Do not define the Exit
and Display help options in *.menu files.
Text descriptions
The first two parameters of a menu option describe the options function. The first parameter is a
short, one word description. Use up to ten characters. The second is a longer description. Use up
to 60 characters. (For increased readability, use less than 40 characters for the second entry.)
Menu prompts
The third and fourth menu option parameters control menu prompts. The third parameter
establishes whether the system instructs the user to PRESS ANY KEY TO CONTINUE when the
command finishes. The fourth parameter establishes whether the system prompts the user ARE
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Server environment configuration
YOU SURE? before running the command. Use a YES setting to produce the prompts; otherwise,
leave blank.
Menu actions
Proactive Contact supports four types of actions for a menu option. Define the action in the
eleventh parameter followed by additional arguments.
• To invoke another menu (*.menu file), use the keyword menu as the action parameter.
Identify the menu name after the keyword. Use a colon to separate the keyword menu from
the menu name.
• To invoke a command menu (*.cmd file), use the keyword wp as the action parameter.
Identify the command menu name after the keyword. Use a colon to separate the keyword
wp from the command menu name.
• To invoke a binary or a Linux shell script, use the binary or shell script name as the menu
action parameter. Include any arguments after the binary or shell script name. Use colons to
separate the arguments from the binary or script name, and to separate each argument if the
command uses more than one. The system starts shell processes for the actions invoked
from the *.menu files. Shell processes are necessary when running shell scripts, but not
when running binaries. Use the percent sign (%) to suppress shell processes for menu
options that invoke a binary. For example, an option that calls the jobmon binary uses
%jobmon.
Related links
Menu header keywords on page 250
Menu file fields on page 251
Menu example on page 251
Menu header keywords
Use a colon (:) to separate a keyword from its value.
Keyword
Value
Explanation
WELCOME
token
Menu title
HOME
/opt/avaya/pds/
menus
Menu’s home directory, usually /opt/avaya/pds/
menus
HELPNAME
*.hlp file name
Text help file for the menu (it takes help directory from
master.cfg and *.hlp files)
AUTHLEVEL
n
(Optional) Maximum user ID level permitted to run the
menu. For example, a value of 0 permits all users to
run the menu.
STARTUP
proc
(Optional) Process to run when user first runs the
menu
SHUTDOWN
proc
(Optional) Process to run when user exits the menu.
Related links
Menu files on page 249
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Menu file fields
Use a colon (:) to separate a keyword from its value.
Field
Parameter
Value
Description
1
shortdesc
>10 characters
One word description to appear on the left side of
the screen
2
text
>60 characters
Text description of the command to appear on the
left side of the screen
3
anykey
YES
Prompts the user with "PRESS ANY KEY TO
CONTINUE." Leave blank for no prompt.
4
sure
YES
Prompts the uesr with "ARE YOU SURE?" Leave
blank for no prompt.
5
maxuid
blank
(Optional) Default is blank or you can set to 0 for
root access only.
6
fixed
1
Number of fixed arguments (default is 1, maximum
is 5)
7
variable
0
Number of variable arguments
8
action
command
Command to run
• menu menu file name to call another *.menu file
• cmd cmd file name to call a *.cmd file
• %binary or shell script to call a binary or a shell
script
9
arg1
action file
(Optional) Argument for command in Field 8. If
action is menu or cmd, you can add an action file
name from the menus directory.
10
arg2
action file
(Optional) Second argument for action program.
11
agr3
action file
(Optional) Third argument for action program.
12
arg4
action file
(Optional) Fourth argument for action program.
13
arg5
action file
(Optional) Fifth argument for action program.
Related links
Menu files on page 249
Menu example
Here is an example of a menu file: system.menu.
WELCOME:@W10011
HELPNAME:system
SHUTDOWN:op_logout
MENU:@P11000::::1:0:menu:control
MENU:@P11001::::1:0:menu:campaign
MENU:@P11002::::0:0:%jobmon
MENU:@P11003::::1:0:menu:report
MENU:@P11004:YES:::2:0:noapp_winmsg:-m:iicb_mon
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MENU:@P10909:YES:::1:0:/bin/cat:$VOICEDIR/help/ssa.hlp
MENU:@P10910:YES:::1:0:/bin/cat:$VOICEDIR/help/csi.hlp
The token values from the menu_eng.msg file are:
Token
Value
@W10011
SUPERVISOR MAIN MENU
@P11000
Calling lists and users
@P11001
Campaigns
@P11002
Manage active jobs
@P11003
Reports
@P11004
Monitor Predictive Agent Blend
@P10909
Manage database accounts
@P10910
View customer support information
In this example:
• The system displays SUPERVISOR MAIN MENU centered at the top of the screen when a
user activates this menu by typing system.menu at the system prompt or logging in with
supervisor privileges.
• Exit and Display help are default menu commands. The menu system reserves the first
option (0) to return to the previous menu and the second option (1) to display the menus help
screen.
• The home directory is /opt/avaya/pds/menus.
• The text help file is system.hlp.
• When a user exits this menu, the system runs the op_logout binary.
There are seven menu options in this example:
• Control option invokes the control.menu
• Campaign option invokes the campaign.menu
• Manage option invokes the jobmon binary (the percent sign prevents the system from starting
a shell process)
• Report option invokes the report.menu
• Predict and Search options invoke a shell script called noapp_winmsg.
• Support option displays the standard help screen /opt/avaya/pds/help/ssa.help, using the
Linux cat utility.
• Support option displays the standard customer support help screen /opt/avaya/pds/help/
csi.help, using the Linux cat utility.
•
At the system prompt, type show_menu -m system and press Enter to see the screen display
for the user which is:
SUPERVISOR MAIN MENU
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0.
1.
2.
3.
4.
5.
6.
7.
8.
Exit
Display help
Calling lists and users
Campaigns
Manage active jobs
Reports
Monitor Predictive Agent Blend
Manage database accounts
View customer support information
Enter Command Number:
Related links
Menu files on page 249
Command files
A *.cmd file contains menu commands for the Linux-based menu system. Supervisors and
agents navigate through the menu system and perform tasks using menu options. The *.cmd
files, or command files, are submenus from which the user can view help screens, run shell
scripts, and run binaries. When a user enters a submenu, the menu program reads the command
file and presents menu options.
A *.cmd file has two distinct sections, a header section and a command section.
Command headers
The header section contains six lines, each identifying a keyword and setting. These settings
define how the menu program displays the menu.
Command section
The command section defines the options the user chooses from the menu. Each *.cmd file
supports up to twelve menu options which can be configured. Commands consist of several
parameters that define the action and how the menu program displays the option.
Related links
Command file keywords on page 253
Command files fields on page 254
Prompting users in command files on page 255
Command file example on page 256
Command file keywords
Use a colon (:) to separate a keyword from its value.
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Keyword
Value
Explanation
WELCOME
text
Menu title.
HOME
filepath
Menu’s home directory, usually /opt/avaya/pds/
menus.
HELPNAME
*.hlp file name
Text help file for the menu which takes help directory
from master.cfg and the .hlp extension.
ITEMDIR
path
Directory in which the menu process finds selection
items that have the file extension defined by EXTEN
that takes ITEMDIR as the subdirectory of /opt/
avaya/pds.
EXTEN
extnsn
File extension of menu selection items found in the
ITEMDIR directory; usually a literal but can be any
pattern. If extnsn is not specified, all files in the
ITEMDIR are listed; if blank, no items are listed.
FTYPE
text, binary, none
File type text, binary or none. If type is text, each
matched file is searched for the parameter
displaylist.Menu display is set by this parameter.
MATCH
pattern
(Optional) Any legal pattern to match against the full
file name. Any non-blank entry overrides EXTEN.
Related links
Command files on page 253
Command files fields
Use a colon (:) to separate a keyword from its value. Use /opt/avaya/pds for the home directory.
Use the following syntax:
F num:exec:anykey:sure:displaylist:desc:arg1[:arg2] [:...arg n]
Field
Parameter
Value
Description
1
F
num
Menu option number; acceptable range of <num> is
2 - 13. F0 and F1 are reserved for Exit and Display
help commands.
2
exec
%binary or shell
script name
Binary or shell script to run. Prepend binaries with a
% to suppress shell processes.
3
anykey
YES, NO
Prompt the user with "PRESS ANY KEY TO
CONTINUE" prompt at the end of the execution of
the binary or shell (to view output). Leave blank for
no prompt.
4
sure
YES, NO
Prompt the user with "ARE YOU SURE?" Leave
blank for no prompt.
5
displaylist
YES, NO
Display calling lists (as specified in /opt/avaya/pds/
lists/calllist.tbl) and allow user to pick one.
6
desc
> 35 characters
Command description
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Field
Parameter
Value
Description
7
arg1
(Optional) First argument for exec parameter.
10
arg21>
(Optional) Second argument for exec parameter.
11
agr n
(Optional) nth argument for exec parameter.
Related links
Command files on page 253
Prompting users in command files
About this task
You can hard-code specific switches and arguments or to prompt the user to enter required
information. There are three ways to prompt the user for additional information.
Procedure
1. To prompt the user to select a file, use either the $fn or $sn parameter to instruct the user
to select a file from the menu.
The directory and file type of the file choices are specified in the ITEMDIR and either
EXTEN or MATCH parameters in the header. Only one $fn or $sn parameter can be used
per menu command line. The difference between $fn and $sn is that $fn is substituted with
the full user-selected filename.ext, whereas $sn is substituted with only the filename, with
the extension stripped off.
2. To prompt the user for additional information use the $pn parameter.
You can use multiple $pn parameters in a menu command. The format is as follows:
'prompt message,$pn'. Create a prompt message for each $pn parameter followed by a
comma followed by $pn. Note: anything following the comma gets appended to the
command line, except for the $pn token, which is replaced by whatever the user types in
response to the <prompt message>.
Note:
Anything following the comma gets appended to the command line, except for the $pn
token, which is replaced by whatever the user types in response to the prompt
message.
3. To prompt the user to choose a calling list found in /opt/avaya/pds/lists/
calllist.tbl, use a YES entry in column 5.
The chosen list replaces any list1 parameter that appears in the optional argument list, cols
7 and greater.
Note:
This is the last question asked of the user prior to executing the command. If only one
calling list is defined on the system, that list is chosen automatically without first
prompting the user.
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Related links
Command files on page 253
Command file example
Her is an example of command file, jobstrg.cmd.
WELCOME:@W00118
HELPNAME:jobstrg
ITEMDIR:callsel
EXTEN:G
FTYPE:text
F2:%callsel:::YES:@P01700:-l:list1:-g:@P01704 ,$pn
F3:%callsel:::YES:@P01701:-l:list1:-g:$sn
F4:file_mgr:YES:YES::@P01702:STRATEGY:COPY:$sn:@P01705,$pn
F5:file_mgr:YES:YES::@P01703:STRATEGY:DELETE:$sn
The token values from the menu_eng.msg file are:
Token
Value
@W00118
PHONE STRATEGIES
@P01700
Create a phone strategy
@P01701
Edit a phone strategy
@P01702
Copy a phone strategy
@P01703
Delete a phone strategy
@P01704
Strategy file name
@P01705
Enter the new call strategy name
In this example:
• The title that appears at the top of the menu screen is PHONE STRATEGIES. The
jobstrg.hlp file provides descriptions of the defined menu options. The ITEMDIR and
EXTEN entries tell the menu system to display a list of items made up of files from the /opt/
avaya/pds/callsel directory that have a *.G extension -- for any $sn parameter in the
Command Section. Menu options defined in jobstrg.cmd begin with F2. The menu system
takes the standard definitions for F0 and F1.
• The command run from options 2 and 3 is callsel, a binary. The percent sign in front of the
binary name prevents the menu system from spawning a shell process. Options 4 and 5 on
this menu invoke the file_mgr shell script. The menu system starts a shell process when a
user selects either of these options.
• When a user selects option 2, the menu system constructs and launches a callsel
command. Because Col 5 is 'YES', the list1 entry in Col 8 is replaced with the calling list
name in /opt/avaya/pds/lists/calllist.tbl if there is only one list, otherwise the
user is prompted to choose one of the calling lists from the table. Additionally, the user is
prompted with Strategy File Name', and the answer becomes the Col 10 entry (4th
command line arg).
• When a user selects option 4, the menu system constructs and launches a file_mgr shell
script command. First, the menu system displays the Are you sure? prompt. If the
response is YES, the menu system prompts the user to select a *.G file from the /opt/
avaya/psd/callsel directory. The answer becomes the Col 9 entry (3rd command line
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arg) Additionally, the user is prompted with Enter New Call Strategy Name, and the
answer becomes the Col 10 entry (4th command line arg). When file_mgr completes, the
menu system prompts the user to Press any key to continue.
At the system prompt, type show_menu -c jobstrg and press Enter to see the screen display
for the user which is:
Working...
PHONE STRATEGIES
COMMANDS
________________________________________
0. Exit to previous menu
1. Display help
2.
3.
4.
5.
Create
Edit a
Copy a
Delete
1.
2.
3.
4.
5.
a phone strategy
phone strategy
phone strategy
a phone strategy
Enter Command Number:
ITEMS
___________________________
phone1
phone1_2
phone2
verify
virtual
and Enter Item Number:
Related links
Command files on page 253
Removing old database
About this task
After upgrading Proactive Contact there might be two instances of the database. Perform the
following steps to detach and remove the old database from the system:
Procedure
1. Log in as admin and stop the system:
a. Type stop_pds and press Enter.
b. Type stop_mts and press Enter.
c. Type stop_db and press Enter.
2. Type cd /opt/dbase to go to the database directory press Enter and type su oracle
to switch user to oracle.
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Server environment configuration
3. Type ./OraHome2/OPatch/opatch lsinventory -all to determine if there are two
home directories attached to the database.
Oracle Interim Patch Installer version 11.2.0.3.0
Copyright (c) 2012, Oracle Corporation. All rights reserved.
Oracle Home
: /opt/dbase/OraHome2
Central Inventory : /opt/dbase/oraInventory
from
: /opt/dbase/OraHome2/oraInst.loc
OPatch version
: 11.2.0.3.0
OUI version
: 11.2.0.3.0
Log file location : /opt/dbase/OraHome2/cfgtoollogs/opatch/
opatch2014-01-09_16-09-30PM_1.log
Lsinventory Output file location : /opt/dbase/OraHome2/cfgtoollogs/opatch/lsinv/
lsinventory2014-01-09_16-09-30PM.txt
-------------------------------------------------------------------------------List of Oracle Homes:
Name
Location
OUIHome1
/opt/dbase/OraHome1
OraDb11g_home1
/opt/dbase/OraHome2
Installed Top-level Products (1):
Oracle Database 11g
There are 1 products installed in this Oracle Home.
11.2.0.3.0
Interim patches (1) :
Patch 13923374
: applied on Thu May 02 12:46:49 GMT 2013
Unique Patch ID: 14858653
Patch description: "Database Patch Set Update : 11.2.0.3.3 (13923374)"
Created on 14 Jun 2012, 19:31:29 hrs PST8PDT
Sub-patch 13696216; "Database Patch Set Update : 11.2.0.3.2 (13696216)"
Sub-patch 13343438; "Database Patch Set Update : 11.2.0.3.1 (13343438)"
Bugs fixed:
13419660, 10350832, 13632717, 14063281, 12919564, 13467683, 13588248
13420224, 12646784, 12861463, 12834027, 13036331, 12880299, 13499128
12998795, 13492735, 12829021, 13503598, 10133521, 12718090, 13742433
12905058, 12401111, 13742434, 12849688, 13362079, 12950644, 13742435
12917230, 13923374, 12879027, 12535346, 12588744, 11877623, 13916709
12847466, 13340388, 13528551, 13366202, 12894807, 13981051, 13343438
12582664, 12748240, 12797765, 12923168, 13466801, 13772618, 11063191
13070939, 13035804, 12797420, 13041324, 12976376, 13742437, 14062795
13035360, 13742438, 13326736, 13332439, 14038787, 14062796, 12913474
13001379, 13370330, 14062797, 13742436, 9873405, 14062794, 9858539
12960925, 12662040, 9703627, 12617123, 13338048, 12938841, 12658411
12620823, 12656535, 12845115, 14062793, 12764337, 12678920, 13354082
14062792, 12612118, 9761357, 13742464, 13457582, 13527323, 12780983
12780098, 13502183, 13696216, 11840910, 13903046, 13554409, 13657605
13103913, 14063280
-------------------------------------------------------------------------------OPatch succeeded.
4. If there are less than two Oracle Homes, then skip to step 12. Else to switch user to sroot
perform the following:
a. Type exit and press Enter.
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b. Type su sroot and press Enter.
c. Type ls -l and press Enter.
total 68
drwxr-x--- 58 oracle oinstall 4096 Dec 30
drwxr-xr-x 76 oracle oinstall 4096 Dec 30
drwxr-x--- 3 oracle oinstall 4096 Nov 19
drwxr-x--- 6 oracle oinstall 4096 May 2
drwxr-xr-x 2 oracle oinstall 4096 May 2
drwxr-xr-x 2 oracle oinstall 4096 May 2
drwxrwxr-x 11 oracle oinstall 4096 May 2
drwxr-x--- 2 oracle oinstall 4096 Nov 19
drwxr-xr-x 2 oracle oinstall 4096 Dec 30
drwx------ 2 oracle oinstall 16384 Nov 19
drwxrwx--- 7 oracle oinstall 4096 Dec 30
drwxrwxr-x 6 oracle oinstall 4096 Dec 30
drwxr-x--- 4 oracle oinstall 4096 Nov 19
drwxr-xr-x 2 oracle oinstall 4096 Nov 19
20:19
20:19
2012
2013
2013
2013
2013
2012
20:19
2012
20:26
20:19
2012
2012
OraHome1
OraHome2
admin
cfgtoollogs
checkpoints
dbscripts
diag
flash_recovery_area
install
lost+found
oraInventory
oraInventory.bkp
oradata
wallet
5. To make a backup of the database files do the following:
a. Type tar -cvzf OraHome1.tgz OraHome1 and press Enter.
b. Type ls -l and press Enter.
total 734036
drwxr-x--- 58
-rw-r--r-- 1
drwxr-xr-x 76
drwxr-x--- 3
drwxr-x--- 6
drwxr-xr-x 2
drwxr-xr-x 2
drwxrwxr-x 11
drwxr-x--- 2
drwxr-xr-x 2
drwx------ 2
drwxrwx--- 7
drwxrwxr-x 6
drwxr-x--- 4
drwxr-xr-x 2
oracle
root
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oinstall
root
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
oinstall
4096
749880159
4096
4096
4096
4096
4096
4096
4096
4096
16384
4096
4096
4096
4096
Dec
Jan
Dec
Nov
May
May
May
May
Nov
Dec
Nov
Dec
Dec
Nov
Nov
30
8
30
19
2
2
2
2
19
30
19
30
30
19
19
20:19
21:53
20:19
2012
2013
2013
2013
2013
2012
20:19
2012
20:26
20:19
2012
2012
OraHome1
OraHome1.tgz
OraHome2
admin
cfgtoollogs
checkpoints
dbscripts
diag
flash_recovery_area
install
lost+found
oraInventory
oraInventory.bkp
oradata
wallet
c. Type tar -cvzf OraHome2.tgz OraHome2 and press Enter.
d. Type ls -l and press Enter.
total 3061152
drwxr-x--- 58
-rw-r--r-- 1
drwxr-xr-x 76
-rw-r--r-- 1
drwxr-x--- 3
drwxr-x--- 6
drwxr-xr-x 2
drwxr-xr-x 2
drwxrwxr-x 11
drwxr-x--- 2
drwxr-xr-x 2
drwx------ 2
drwxrwx--- 7
drwxrwxr-x 6
drwxr-x--- 4
drwxr-xr-x 2
July 2018
oracle
root
oracle
root
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oinstall
4096 Dec 30 20:19 OraHome1
root
749880159 Jan 8 21:53 OraHome1.tgz
oinstall
4096 Dec 30 20:19 OraHome2
root
2381596260 Jan 9 15:56 OraHome2.tgz
oinstall
4096 Nov 19 2012 admin
oinstall
4096 May 2 2013 cfgtoollogs
oinstall
4096 May 2 2013 checkpoints
oinstall
4096 May 2 2013 dbscripts
oinstall
4096 May 2 2013 diag
oinstall
4096 Nov 19 2012 flash_recovery_area
oinstall
4096 Dec 30 20:19 install
oinstall
16384 Nov 19 2012 lost+found
oinstall
4096 Dec 30 20:26 oraInventory
oinstall
4096 Dec 30 20:19 oraInventory.bkp
oinstall
4096 Nov 19 2012 oradata
oinstall
4096 Nov 19 2012 wallet
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e. Type tar -cvzf dbase.tgz [a-z]* and press Enter.
f. Type ls -l and press Enter.
total 3454824
drwxr-x--- 58
-rw-r--r-- 1
drwxr-xr-x 76
-rw-r--r-- 1
drwxr-x--- 3
drwxr-x--- 6
drwxr-xr-x 2
-rw-r--r-- 1
drwxr-xr-x 2
drwxrwxr-x 11
drwxr-x--- 2
drwxr-xr-x 2
drwx------ 2
drwxrwx--- 7
drwxrwxr-x 6
drwxr-x--- 4
drwxr-xr-x 2
oracle
root
oracle
root
oracle
oracle
oracle
root
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oinstall
4096 Dec 30 20:19 OraHome1
root
749880159 Jan 8 21:53 OraHome1.tgz
oinstall
4096 Dec 30 20:19 OraHome2
root
2381596260 Jan 9 15:56 OraHome2.tgz
oinstall
4096 Nov 19 2012 admin
oinstall
4096 May 2 2013 cfgtoollogs
oinstall
4096 May 2 2013 checkpoints
root
402718594 Jan 9 16:01 dbase.tgz
oinstall
4096 May 2 2013 dbscripts
oinstall
4096 May 2 2013 diag
oinstall
4096 Nov 19 2012 flash_recovery_area
oinstall
4096 Dec 30 20:19 install
oinstall
16384 Nov 19 2012 lost+found
oinstall
4096 Dec 30 20:26 oraInventory
oinstall
4096 Dec 30 20:19 oraInventory.bkp
oinstall
4096 Nov 19 2012 oradata
oinstall
4096 Nov 19 2012 wallet
6. To switch user back to oracle:
a. Type exit and press Enter.
b. Type su oracle and press Enter.
7. In the inventory.xml file verify that the xml version line displays “standalone=”yes””.
This information will be used later. To view the inventory.xml file type cat
oraInventory/ContentsXML/inventory.xml and press Enter.
<?xml version="1.0" standalone="yes" ?>
<!-- Copyright (c) 1999, 2011, Oracle. All rights reserved. -->
<!-- Do not modify the contents of this file by hand. -->
<INVENTORY>
<VERSION_INFO>
<SAVED_WITH>11.2.0.3.0</SAVED_WITH>
<MINIMUM_VER>2.1.0.6.0</MINIMUM_VER>
</VERSION_INFO>
<HOME_LIST>
<HOME NAME="OUIHome1" LOC="/opt/dbase/OraHome1" TYPE="O" IDX="1"/>
<HOME NAME="OraDb11g_home1" LOC="/opt/dbase/OraHome2" TYPE="O" IDX="2"/>
</HOME_LIST>
<COMPOSITEHOME_LIST>
</COMPOSITEHOME_LIST>
</INVENTORY>
8. To remove the old Oracle Home:
a. Type export SAVE_OHOME=$ORACLE_HOME and press Enter.
b. Type echo $SAVE_OHOME and press Enter.
/opt/dbase/OraHome1
c. Type export OLD_OHOME=/opt/dbase/OraHome1 and press Enter.
d. Type echo $OLD_OHOME and press Enter.
/opt/dbase/OraHome1
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e. Type cat $OLD_OHOME/oui/bin/detachHome.sh and press Enter.
#!/bin/sh
OHOME=/opt/dbase/OraHome1
OHOMENAME=OUIHome1
CUR_DIR=$(pwd)
cd $OHOME/oui/bin
./runInstaller -detachhome ORACLE_HOME=$OHOME ORACLE_HOME_NAME=$OHOMENAME $*
cd $CUR_DIR
$ $OLD_OHOME/oui/bin/detachHome.sh -local
Starting Oracle Universal Installer...
No pre-requisite checks found in oraparam.ini, no system pre-requisite
checks will be executed.
The inventory pointer is located at /etc/oraInst.loc
The inventory is located at /opt/dbase/oraInventory
'DetachHome' was successful.
9. To detach the old Oracle Home, run one of the following scripts:
• If the inventory.xml file has “standalone=”yes””, type $OLD_OHOME/oui/bin/
detachHome.sh –local
• If not type $OLD_OHOME/oui/bin/detachHome.sh
10. To reset ORACLE_HOME back to the current Oracle Home:
a. Type export ORACLE_HOME=$SAVE_OHOME and press Enter.
b. Type echo $ORACLE_HOME and press Enter.
/opt/dbase/OraHome2
11. To verify if the old Oracle Home is no longer available from the inventory, type ./
OraHome2/OPatch/opatch lsinventory -all and press Enter.
Oracle Interim Patch Installer version 11.2.0.3.0
Copyright (c) 2012, Oracle Corporation. All rights reserved.
Oracle Home
: /opt/dbase/OraHome2
Central Inventory : /opt/dbase/oraInventory
from
: /opt/dbase/OraHome2/oraInst.loc
OPatch version
: 11.2.0.3.0
OUI version
: 11.2.0.3.0
Log file location : /opt/dbase/OraHome2/cfgtoollogs/opatch/
opatch2014-01-09_16-18-49PM_1.log
Lsinventory Output file location : /opt/dbase/OraHome2/cfgtoollogs/opatch/lsinv/
lsinventory2014-01-09_16-18-49PM.txt
-------------------------------------------------------------------------------List of Oracle Homes:
Name
Location
OraDb11g_home1
/opt/dbase/OraHome2
Installed Top-level Products (1):
Oracle Database 11g
There are 1 products installed in this Oracle Home.
11.2.0.3.0
Interim patches (1) :
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Server environment configuration
Patch 13923374
: applied on Thu May 02 12:46:49 GMT 2013
Unique Patch ID: 14858653
Patch description: "Database Patch Set Update : 11.2.0.3.3 (13923374)"
Created on 14 Jun 2012, 19:31:29 hrs PST8PDT
Sub-patch 13696216; "Database Patch Set Update : 11.2.0.3.2 (13696216)"
Sub-patch 13343438; "Database Patch Set Update : 11.2.0.3.1 (13343438)"
Bugs fixed:
13419660, 10350832, 13632717, 14063281, 12919564, 13467683, 13588248
13420224, 12646784, 12861463, 12834027, 13036331, 12880299, 13499128
12998795, 13492735, 12829021, 13503598, 10133521, 12718090, 13742433
12905058, 12401111, 13742434, 12849688, 13362079, 12950644, 13742435
12917230, 13923374, 12879027, 12535346, 12588744, 11877623, 13916709
12847466, 13340388, 13528551, 13366202, 12894807, 13981051, 13343438
12582664, 12748240, 12797765, 12923168, 13466801, 13772618, 11063191
13070939, 13035804, 12797420, 13041324, 12976376, 13742437, 14062795
13035360, 13742438, 13326736, 13332439, 14038787, 14062796, 12913474
13001379, 13370330, 14062797, 13742436, 9873405, 14062794, 9858539
12960925, 12662040, 9703627, 12617123, 13338048, 12938841, 12658411
12620823, 12656535, 12845115, 14062793, 12764337, 12678920, 13354082
14062792, 12612118, 9761357, 13742464, 13457582, 13527323, 12780983
12780098, 13502183, 13696216, 11840910, 13903046, 13554409, 13657605
13103913, 14063280
-------------------------------------------------------------------------------OPatch succeeded.
12. To switch user back to sroot and rename the old Oracle Home directory:
a. Type exit and press Enter.
b. Type su oracle and press Enter.
c. Type mv OraHome1 Old_OraHome1 and press Enter.
$ ls -l
total 3454824
drwxr-x--- 58
-rw-r--r-- 1
drwxr-xr-x 76
-rw-r--r-- 1
drwxr-x--- 3
drwxr-x--- 6
drwxr-xr-x 2
-rw-r--r-- 1
drwxr-xr-x 2
drwxrwxr-x 11
drwxr-x--- 2
drwxr-xr-x 2
drwx------ 2
drwxrwx--- 7
drwxrwxr-x 6
drwxr-x--- 4
drwxr-xr-x 2
oracle
root
oracle
root
oracle
oracle
oracle
root
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oracle
oinstall
4096 Dec 30 20:19 Old_OraHome1
root
749880159 Jan 8 21:53 OraHome1.tgz
oinstall
4096 Dec 30 20:19 OraHome2
root
2381596260 Jan 9 15:56 OraHome2.tgz
oinstall
4096 Nov 19 2012 admin
oinstall
4096 May 2 2013 cfgtoollogs
oinstall
4096 May 2 2013 checkpoints
root
402718594 Jan 9 16:01 dbase.tgz
oinstall
4096 May 2 2013 dbscripts
oinstall
4096 May 2 2013 diag
oinstall
4096 Nov 19 2012 flash_recovery_area
oinstall
4096 Dec 30 20:19 install
oinstall
16384 Nov 19 2012 lost+found
oinstall
4096 Dec 30 20:26 oraInventory
oinstall
4096 Dec 30 20:19 oraInventory.bkp
oinstall
4096 Nov 19 2012 oradata
oinstall
4096 Nov 19 2012 wallet
13. Exit back to admin and start the database and verify it is available to all users:
a. Type exit and press Enter.
b. Type start_db and press Enter.
c. Type check_db and press Enter.
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Turning off database security at Dialer
14. Start the Mid-Tier and the Dialer and verify all processes are up:
a. Type start_mts and press Enter.
b. Type start_pds and press Enter.
c. Type check_pds and press Enter.
d. Type check_mts and press Enter.
e. Type check_db and press Enter.
Ensure the system is up and running. Ensure that the database is functioning properly by
looking at real-time and historical data.
15. After verifying the database information, remove the old Oracle Home directory and the
database backup files:
a. Type cd /opt/dbase and press Enter.
b. Type su sroot and press Enter.
c. Type rm –rf Old_OraHome1 and press Enter.
d. Type rm *.tgz and press Enter.
e. Type exit and press Enter.
Turning off database security at Dialer
About this task
Procedure
1. Log in as Oracle.
2. Go to$ORACLE_HOME/network/admin. Typically, this directory is in the /opt/dbase/
OraHome1/network/admin directory.
3. Create the backup of sqlnet.ora from/opt/dbase/OraHome1/network/admin/
sqlnet.ora
4. Open sqlnet.ora file and change SQLNET.AUTHENTICATION_SERVICES = (TCPS,
BEQ) to SQLNET.AUTHENTICATION_SERVICES = (TCP, BEQ)
5. Create the backup of tnsnames.ora from the following path and put it in the backup
folder: /opt/dbase/OraHome1/network/admin/tnsnames.ora.
6. Open tnsnames.ora file and change (ADDRESS = (PROTOCOL = TCPS)(HOST =
xxx.xxx.xxx.xxx)(PORT =2484)) to (ADDRESS = (PROTOCOL = TCP)(HOST =
xxx.xxx.xxx.xxx)(PORT = 1521))
7. Create the backup oftnsnames.ora from the following path and put it in the backup
folder: /opt/dbase/OraHome1/network/admin/listener.ora.
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Server environment configuration
8. Open listener.ora file and change (ADDRESS = (PROTOCOL = TCPS)(HOST =
xxx.xxx.xxx.xxx)(PORT = 2484)) to (ADDRESS = (PROTOCOL = TCP)(HOST =
xxx.xxx.xxx.xxx)(PORT = 1521))
Configuring the FTP service
About this task
Due to security reasons, FTP is disabled by default. Instead SFTP is enabled on the dialer. To
enable FTP service follow these steps:
Procedure
1. Login to the dialer as sroot.
2. Open the cs-rules.sh file in vi editor. This file is located at /etc/firewall/conf/.
3. Uncomment the following line by removing the hash at the start of the line: #$IPTABLES A INPUT -p tcp --dport 21 -j ACCEPT
4. At linux prompt, type #chkconfig --list|grep ftp and press Enter.
The following information is displayed
gssftp.orig: off
gssftp: off
5. At linux prompt, type #chkconfig gssftp on and press Enter to enable the FTP
service.
6. Open the gssftp in vi editor. This file is located at /etc/xinetd.d/
7. Modify the server_args = -l –a parameter to server_args = -l
8. Restart the server using the following command: /sbin/shutdown –r now
Note:
You cannot configure anonymous user ftp using gssftp.
Result
You are able to access FTP service running on the dialer.
Configuring the Telnet service
About this task
Due to security reasons, Telnet is disabled by default. Instead Secure Shell (SSH) is enabled on
the dialer. To enable Telnet service:
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Automating Tomcat startup
Procedure
1. Login to the dialer as sroot.
2. Open the cs-rules.sh file in vi editor. This file is located at /etc/firewall/conf/.
3. Add the following lines in cs-rules.sh file:
# telnet
$IPTABLES -A INPUT -p tcp --dport 23 -j ACCEPT
$IPTABLES -A INPUT -p udp --dport 23 -j ACCEPT
Note:
Add the above lines below these line:
# ftp
#$IPTABLES -A INPUT -p tcp --dport 21 -j ACCEPT
4. At linux prompt, type #chkconfig --list|grep telnet and press Enter.
The following information is displayed
krb5-telnet: off
5. At linux prompt, type #chkconfig krb5-telnet on and press Enter to enable the
Telnet service.
6. Restart the server using the following command: /sbin/shutdown –r now
Result
You are able to login to the dialer using telnet.
Automating Tomcat startup
About this task
To start WebLM automatically you will have to create a tomcat script in the /etc/init.d
directory and create link for this script in the /etc/rc.d/rc3.d directory.
Note:
You must specify the appropriate Java version used with theAvaya Proactive Contact dialer in
the Tomcat script.
Procedure
1. Login to the dialer as admin.
2. Type vi tomcat and press Enter.
3. Copy the following script in the vi editor.
#---------------------------#!/bin/bash
#
# tomcat
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Server environment configuration
#
# chkconfig:
# description:
Start up the Tomcat servlet engine.
# Source function library.
. /etc/init.d/functions
RETVAL=$?
export CATALINA_HOME="/Tomcat_Directory_Path"
export JAVA_HOME=/usr/java/<version_number>)
case "$1" in
start)
if [ -f $CATALINA_HOME/bin/startup.sh ];
then
echo $"Starting Tomcat"
. $CATALINA_HOME/bin/startup.sh
fi
;;
stop)
if [ -f $CATALINA_HOME/bin/shutdown.sh ];
then
echo $"Stopping Tomcat"
. $CATALINA_HOME/bin/shutdown.sh
fi
;;
*)
echo $"Usage: $0 {start|stop}"
exit 1
;;
esac
exit $RETVAL
#-----------------------
end of /etc/init.d/tomcat
----------------------
Note:
In the above script:
• /Tomcat_Directory_Path is the path where tomcat is installed.
• /usr/java/<version_number> is the path where java is installed.
4. Save and exit from vi editor.
5. At prompt, type su – sroot and press Enter.
6. Type root password and press Enter. Move the file tomcat to /etc/init.d directory.
7. Type chmod +x tomcat and press Enter to provide execute permission to the tomcat file.
8. Type cd /etc/rc.d/rc3.d and press Enter.
9. Type ln -s /etc/init.d/tomcat S990tomcat and press Enter. This command will
create a link for the tomcat script in the /etc/rc.d/rc3.d directory.
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Configuring network printer
Configuring network printer
You can print Character Based (System Telnet) reports from Proactive Contact dialer.
Before you begin
Verify that the drivers for the printer are present at /usr/share/cups/model or /usr/share/
cups/model/foomatic-db-ppds directory. If the drivers are not present in the cups directory,
download the Linux Operating System based network printer driver as a tar file from the printer
vendor's web site.
Note:
Any network printer that is supported by Common UNIX Printing System (CUPS) will work.
The default drivers provided with CUPS are located at usr/share/cups/model and /usr/
share/cups/model/foomatic-db-ppds directory.
Procedure
1. Determine if a printer is enabled.
a. Login to the dialer as a admin user.
b. At linux prompt, type lpstat –a and press Enter.
• If there is no output then there is no printer enabled.
• If there is output similar to the following then the printer is enabled:
lpr1 accepting requests since Wed Sep 1 08:17:03 2011
c. If the printer is already enabled, then you can print from the printer using lpadmin
command. If the printer is not enabled, continue with the next steps.
2. Enable the printer.
a. Log in to the dialer as a sroot user.
b. Edit the /etc/hosts file and add/change the printer host entries.
For example:
192.168.2.3
lpr1
446e209-mfp4345.ab.domain.com # Network Printer
c. Check whether the printer drivers are present in /usr/share/cups/model
directory.
• If the drivers are present in /usr/share/cups/model directory, continue with the
next step.
• If the drivers are present in the /usr/share/cups/model/foomatic-db-ppds
directory, then copy the file from foomatic-db-ppds directory to /usr/share/
cups/model directory and continue with the next step.
• If the drivers are not present in the /usr/share/cups/model or /usr/share/
cups/model/foomatic-db-ppds directory, then, download Linux operating
system based drivers for the printer from the printer manufacturer web site to
the /usr/share/cups/model directory.
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Server environment configuration
d. At the Linux prompt, type cd /usr/share/cups/model and press Enter.
Note:
The printer driver files present in the /usr/share/cups/model directory are in
*.ppd.gz file format. The *.ppd.gz files are compressed driver files for various
makes/types of printers. You must decompress the files to use with lpadmin
command.
e. To decompress the *.ppd.gz driver files, type gunzip
printer_model_file.ppd.gz and press Enter (do not use tar -xzvf command).
A file with printer_model.ppd name is extracted from the compressed printer
driver file.
f. Type cd /usr/sbin/ and press Enter.
g. Type one of the following commands and press Enter depending on the type of
printer you use:
./lpadmin -p Printer_Name -E -v socket://printer_ip_address -m
printer_model.ppd
OR
./lpadmin -d Printer_Name
Note:
Here:
printer_model.ppd
Name of the printer driver file decompressed in
the /usr/share/cups/model directory.
lp filename
Command for printing any file.
lpq
Command for checking the printer queue.
cancel jobidnumber
Command for cancelling any print job.
lp –d Printer_Name
File_Name
If there are more than one printer in the network,
you must specify the printer name and then the
file name.
lpstat -a
To check spooler if the printer is ready to accept
print request.
3. Deleting a printer.
a. Remove the corresponding printer entries from /etc/hosts file.
b. Type lpadmin –x Printer_Name and press Enter.
c. To verify if the printer is removed, type lpadmin –a and press Enter.
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Configuring network printer
The command will not show any output for the printer that was removed.
4. Enabling printing on multiple printers.
a. This allows the user to choose from multiple printers when they print reports from the
Character User Interface (for example, System Administrator Menu). The single
printer printing from the cui is governed by the file /opt/avaya/pds/shell/spool_one
b. Take a backup of the original spool_one file using the following command: cp -p
spool_one spool_on.<your_initials>.ORIG
c. Copy the spool_one.multi file from tools directory and copy the file to the shell
directory using the following command:cp -p /opt/avaya/pds/tools/shell/
spool_one.multi /opt/avaya/pds/shell
d. Customize the /opt/avaya/pds/shell/spool_one.multi file. The
spool_one.multi file has two sections.
• Set ONE: This is used for displaying the list of printers on the display. The
information needs to be manually updated. For example:
Set ONE:
print "\t\t 1)
print "\t\t 2)
lpr1 HP Laserjet 4350"
lpr2 Toshiba estudio523"
• Set TWO: This is used for execution/printer device option. For example:
Set TWO:
1. LPRDEV=lpr1 ;;
2. LPRDEV=lpr2 ;;
e. Replace the current spool_one with spool_one.multi file using the following command:
cp spool_one.multi spool_one
f. Test printing though a CUI menu option. When you select a report print, you are
presented with a list of printers to print from. From the list of printers, select the
required printer.
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Chapter 18: Integrating Avaya Proactive
Contact with Avaya Interactive
Response 4.0
Proactive Contact and Interactive Response Integration
The Proactive Contact and Interactive Response integration solution provides a subset of
Proactive Contact commands for use with the Avaya IR system. This integration allows the Avaya
IR to act as agents attached to Proactive Contact.
The Proactive Contact commands can be used as external functions in Avaya IR designer
applications to add outbound functionality to the Avaya IR system. This integration allows the
Proactive Contact to make an outbound call and pass that voice and data to the Avaya IR. The
Avaya IR then processes that call as it would any other inbound call. The flexibility of the Avaya IR
allows the Avaya IR designer application to provide a high level of complexity to the subsequent
caller interaction. When the call is complete, certain information related to the call is passed back
to the Proactive Contact so the record in the calling list is updated.
There are three scenarios supported by the Proactive Contact and Avaya IR Integration solution.
In all three, Proactive Contact first makes a call to a customer on the calling list. After that, one of
these three general call flows occurs
• The call is passed to a Virtual Agent on the Avaya IR and is completely handled there.
• The call is first passed to a live agent on the dialer who then passes it to the Virtual Agent on
the Avaya IR. The call is completed on the Avaya IR.
• The call is first passed to a Virtual Agent on the Avaya IR and is then transferred to a live
agent on the dialer. The call is completed on the dialer.
Proactive Contact and Avaya IR integration provides the following benefits: Outbound dialing on
Avaya Communication Manager (CM). No need for a continuous connection on the IR channel.
The IR channel receives events from CM for incoming call or hangup. In case of hangup, event
execution of script stops. Use AES to communicate between Proactive Contact and Avaya
Communication Manager (CM). IR channel receives incoming call event on channel, on such
event it will execute the application/script assigned to it by sim_agt. Support for a new command
called AGTTransferCall for transferring a customer call on Proactive Contact systems configured
for trunk-to-trunk transfers. Modifications in the configuration utility for the Integration software.
You will be prompted with two additional questions during the configuration for soft versus hard
dialer options and for Proactive Contact with Avaya IR integration.
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Avaya Proactive Contact-Avaya IR Interface Processes
Avaya Proactive Contact-Avaya IR Interface Processes
The Dialer and the Avaya IR communicate with each other on an administrative level through a
socket connection between a process on each machine. On the Avaya IR, dialer_conn acts as the
server, and on the Dialer, ivr_conn acts as the client. Through this interface, initial connections are
set up and administrative commands are processed. The Dialer and the Avaya IR also
communicate with each other on an individual agent level through a socket connection between
another process on each machine. On the Avaya IR, sim_agt acts as the client, and on the Dialer,
agent acts as the server. Through this interface, the Dialer commands required by the Virtual
Agent script are processed. The sim_agt process uses the Dialer's Agent API to send and receive
commands to and from the Dialer. There is one other process on the Dialer that serves as the
interface between the character-based (CUI) menus on the Dialer and the ivr_conn process. This
process, called ivr_supr, acts as a client and ivr_conn acts as the server.
The PC IR interface processes are:
• The dialer_conn process on page 271
• The ivr_conn process on page 271
• The ivr_supr process on page 271
• The agent process on page 272
• The sim_agt process on page 272
The dialer_conn process
The dialer_conn process is a permanent process on the Avaya IR that is started when the Voice
System starts. It listens to a specific port and waits for a socket connection to be established by
the ivr_conn process on a Dialer.
When a connection is established, the dialer_conn process sends a list of scripts to the Dialer.
Then, in response to a command from the Dialer, it starts a sim_agt process for each channel
configured as an agent. The dialer_conn process, in response to a command from the Dialer, will
also stop each sim_agt process.
The ivr_conn process
The ivr_conn process is a permanent process on the Dialer that is started when the Dialer system
starts. It listens to a specific port waiting for a socket connection to be established by the
command interface process, ivr_supr. When a connection is established, the ivr_conn process
acts according to the commands given.
If the command is a CONNECT command, a socket connection to the dialer_conn process on the
specified Avaya IR is established. This initiates the download of script names from the Avaya IR,
the starting of a job on the Dialer and the logging in of virtual agents from the Avaya IR (sim_agt
processes).
If the command is a DISCONNECT command, the agents are logged off, the job is shut down and
the socket connection disconnected. If the command is a GET_SCRIPTS command, a request for
an updated list of scripts is sent to the dialer_conn process.
The ivr_supr process
The ivr_supr process is invoked from the CUI menus on the Dialer to send commands to the
ivr_conn process. When invoked, the ivr_supr process establishes a socket connection to a
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specific port being listened to by the ivr_conn process. Once established, it sends the specified
command, disconnects and then terminates. The possible commands are CONNECT,
DISCONNECT and GET_SCRIPTS (see The ivr_conn process).
The agent process
The agent process serves as the command interface between the Dialer and any Agent API
application such as sim_agt. The communication of the sim_agt process is through secure sockets
layer. This process is started on the Dialer when the system is started and runs as a permanent
process. In its permanent state, the agent process simply listens to a specific port waiting for a
socket connection to be established in this case by sim_agt.
When a connection is established, the agent process creates a copy of itself. This copy becomes
the individual agent process associated with the particular copy of sim_agt that established the
connection. The individual agent process handles all interaction between the Dialer and the Virtual
Agent script. When the sim_agt process executes a logout command, the socket connection
between the agent process and the sim_agt process is dropped and the associated individual
agent process is terminated.
The sim_agt process
The sim_agt process is the Agent API application that serves as the interface between the agent
process on the Dialer and the Virtual Agent script on the Avaya IR. It is started and stopped by the
dialer_conn process in response to commands from the Dialer. The communication of the sim_agt
process is through secure sockets layer.
Related links
Difference between Proactive Contact hard dialer and soft dialer integration on page 273
System components for Avaya Proactive Contact CTI dialer and Avaya IR integration on page 274
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Avaya Proactive Contact-Avaya IR Interface Processes
Difference between Proactive Contact hard dialer and soft dialer
integration
The table below provides the differences identified in hard dialer and IR integration and soft dialer
IR integration
Table providing difference between Hard Dialer and Soft Dialer
Hard Dialer Integration
CTI dialer (soft dialer) Integration
Uses DIGITAL/PG230RM for outbound dialing
Outbound dialing is done on Avaya Communication
Manager
There is continuous connection between
headsetport on digital switch and station on
DEFINITY
There is no continuous connection on IR channel.
IR channel receives events from CM for incoming
call or hangup. In case of hangup event execution
of script stops.
Digital switch uses E1/T1 connectivity to Avaya CM
Uses AES between Proactive Contact and Avaya
Communication Manager.
Digital switch send zip tone (DTMF 4) to channel for IR channel receives incoming call event on channel,
synchronization of script execution and voice
on such event it will execute the application/scrip
connection
assigned to it by sim_agt
Note:
In previous releases, the IR agent configuration utility (agt_config) assigned the agent
application (agt_chl) to all the agent channels. Now, for soft dialer deployments, agt_chl does
not need to be assigned to the channels. During configuration, you choose between the two
options. An entry for this will be made in the agt_data file. For soft dialer, assess such points
while designing the application. Also, some commands are not supported on Soft Dialer. For
more details, refer to Agent API Reference.
During configuration you will be asked if you are going to integrate with Proactive Contact.
Enter ‘Y’ if you are integrating Avaya IR with Proactive Contact. Enter ‘N’ for all other versions
of Proactive Contact and PDS. The communication between Proactive Contact and Avaya IR
is over SSL.
Important:
When integrating Proactive Contact with Avaya IR, ensure that you have SSL certificates in
$IR_HOME/vs/data/pds/. Currently self generated certificates are shipped along with the
IR software package and will be installed in the $IR_HOME/vs/data/pds/ folder. If you plan
on using third party certificates, contact your Avaya support team to get instructions on how to
achieve this. Using SSL generally has performance impact, so it is advised you assess this
impact.
Related links
Avaya Proactive Contact-Avaya IR Interface Processes on page 271
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System components for Avaya Proactive Contact CTI dialer and
Avaya IR integration
Related links
Avaya Proactive Contact-Avaya IR Interface Processes on page 271
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Installing Proactive Contact and IR Software
Installing Proactive Contact and IR Software
About this task
To enable the IR Integration feature, you must install and configure software components on both
the Avaya Proactive Contact and the Avaya IR system.
Procedure
1. Install the integration software on the Avaya Proactive Contact system.
2. Configure the integration software.
3. Install the integration software on the Avaya IR system.
4. Configure the integration software on the Avaya IR system.
Related links
Configuring the Avaya Proactive Contact IR integration software on page 275
master.cfg on page 277
inbound.edt on page 278
outbound.edt on page 278
Installing the integration software components on Avaya IR on page 279
Configuring the Avaya Proactive Contact IR integration software
About this task
To configure the integration files, make or verify the following settings in the Avaya Proactive
Contact system configuration files:
Procedure
1. Login to the dialer as admin.
2. Stop all the Dialer services.
• Type stop_pds and press Enter.
• Type stop_mts Enter
• Type stop_db Enter
3. Login to the dialer as sroot.
4. Services: Verify the following entries exist in /etc/services
a. agent 22700/tcp # Avaya Proactive Contact Agent API
b. ivr_conn 22800/tcp # Avaya Proactive Contact IVR Connection Point
5. Add the following information in the /etc/hosts file of the Avaya Proactive Contact system:
IP_ADRESS_OF_IR_SYSTEM
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6. Verify/edit the master.cfg file. For details see master.cfg on page 277
7. Edit the dgswitch.cfg file. This file is located at /opt/avaya/pds/config/
a. Open the dgswitch.cfg file in a file editor.
b. At the end of the "Inbound Ports" section, add the following line:
N:X:1216:0::#DUMMY PORT for IVR POOL JOBS
where X is the new value of the PORTS parameter.
Note:
This is the port assigned for use by the IR pool jobs even though there is no physical
equipment for this port. This ensures that IR agents will take no calls while on the IR
pool job.
8. Update the *.edt files located in /opt/avaya/pds/config
a. Type menu install and press Enter.
b. Type 2 and press Enter to select Value added products.
c. Type 6 and press Enter to select Install IVR Integration.
Note:
This will update all the *.edt files located in /opt/avaya/pds/config
9. Verify/edit the blend.edt file with the parameter provided below. This file is located
at /opt/avaya/pds/config/
IVR_POOL:Job is a pool for IVR agents:NO:NO:YES:YES::::3:
Setting IVR_POOL to YES indicates that the job is a pool job for IR agents to join when
they first log on to the Dialer.
10. Verify/edit the inbound.edt file. For details see inbound.edt on page 278
11. Verify/edit the outbound.edt file. For details see outbound.edt on page 278
12. Type menu sysadm and press Enter.
13. Type 6 and press Enter to select IVR Administration.
14. In the IVR Administration screen, type 2 and press Enter to select Setup IVR connections
option.
15. Press Ctrl+X to exit from the menu.
16. Start all the Dialer services.
• Type start_pds and press Enter.
• Type start_mts Enter
• Type start_db Enter
Verify that all the dialer processes are running.
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17. At root prompt, type cd /opt/avaya/pds/job and press Enter.
Update the following parameters in IVR job and the outbound job.
IVR_ID
IVR_Agents: YES
IVR_Script:dialer1
18. Add the agents on the Avaya Proactive Contact dialer using the following command.
createop
Note:
You must add the same agents as provided in the agt_data file located in the IVR
system
Next steps
Install the integration software components on Avaya IR.
Related links
Installing Proactive Contact and IR Software on page 275
master.cfg
The master.cfg file contains all the settings required by the dialer
Parameter
Settings
PORTS
Increment by 1 to allow for a “dummy” inbound line
for the IR pool jobs.
LINEASSIGN
Append this string to the end of the LINEASSIGN
parameter ;IVR,I=x Where x is the new value of the
PORTS parameters
AUTORELEASE
YES
Add this parameter manually if not present.
AUTORELAGENT
NO
IVR_INTEGRATION
YES
If the IR feature has been installed. If it is not
installed, contact your system administrator to
install this feature.
MAXHIDSLOTS
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The agent, system telnet, System Operator, and
System Administrator logins are dependent on
available resources as defined in the
MAXHIDSLOTS parameter. The required
MAXHIDSLOTS calculation is OPERATORS +
SYSOPS + 10. The OPERATORS and SYSOPS
values are set to the purchased license limit. If the
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Parameter
Settings
value is set too low, shared memory capacity may
exceed. This prevents additional agents or sysops
from logging in. If the value is set too high, more
than required shared memory will be reserved
which can cause instability.
Related links
Installing Proactive Contact and IR Software on page 275
inbound.edt
Verify/set the four new parameters in the inbound.edt file as per the info provided in the table. The
inbound.edt file is located at /opt/avaya/pds/config/
Parameter
Settings
IVR_POOL:Job is a pool for IR
agents:NO:NO:YES:YES::::3:
YES
Indicates that the job is a pool job for IR agents to
join when they first log on to the system.
IVR_ID:IVR identifier::YES:TEXTBOX:NO:IVR:2:27: Specifies which IR is to be used by the job.
IVR_INITSCRIPT:Initial script to run on the
IR::NO:NO:NO::::11:
Specifies which script to run on the IR when the
agent joins a job (other than the pool job).
IVR_INITSCRIPT needs to have a value set only if
it is necessary to run the Agent API command
SetNotifyKeyField.
IVR_SCRIPT:Script to run on the IR::YES:NO:NO:::: Specifies which script to run on the IR when a call is
11:
passed to the agent.
Note:
The system administrator will set IVR_ID, IVR_SCRIPT, IVR_INITSCRIPT when the
administrator transfers IR agents from the pool job to an inbound or outbound job.
Related links
Installing Proactive Contact and IR Software on page 275
outbound.edt
Verify/set the three new parameters in the outbound.edt file as per the info provided in the table.
The outbound.edt file is located at /opt/avaya/pds/config/
Parameter
Settings
IVR_ID:IVR identifier::YES:TEXTBOX:NO:IVR:2:27: Specifies which IR is to be used by the job.
Table continues…
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Installing Proactive Contact and IR Software
Parameter
Settings
IVR_INITSCRIPT:Initial script to run on the
IR::NO:NO:NO::::11:
Specifies which script to run on the IR when the
agent joins a job (other than the pool job).
IVR_INITSCRIPT needs to have a value set only if
it is necessary to run the Agent API command
SetNotifyKeyField
IVR_SCRIPT:Script to run on the IR::YES:NO:NO:::: Specifies which script to run on the IR when a call is
11:
passed to the agent. In the case of the CTI dialer,
provide the VDN number when you start the job
using config_ed. For example, “config_ed outbound
outbnd”.
Note:
To configure the Agent blending class of service (COS), see the Agent Blending section of the
Implementation guide.
Related links
Installing Proactive Contact and IR Software on page 275
Installing the integration software components on Avaya IR
After you have installed and configured the integration software on the Avaya Proactive Contact
system, you are ready to install the necessary software components on Avaya IR.
Before you begin
Before installing the integration software on Avaya IR, perform the following steps:
• Ensure the Avaya IR system is set up and can receive calls.
• Assign feature_tst to one of the channels.
• Call the Avaya IR system.
• Verify that the Avaya IR system picks up the call.
Procedure
1. Gather the following information and record it on the Worksheet - Proactive Contact and
Interactive Response Integration on page 280:
a. Name of the Dialer machine
b. IP address of the Dialer machine
c. For each simulated agent: Channel number, Channel extension, Agent logon ID, and
Agent password
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Note:
Obtain this information from the person who installs the Avaya Proactive Contact and
IR integration software on the Avaya Proactive Contact system or from the network
administrator.
2. Obtain the Avaya Proactive Contact Integration software package on the Avaya IR system.
For details see Obtaining the Proactive Contact integration software package on the Avaya
IR system on page 280
3. Install the Avaya Proactive Contact Integration package on Avaya IR. For details see
Installing Proactive Contact integration software for Avaya IR on page 281
4. Configure the Avaya IR software. For details see
Related links
Installing Proactive Contact and IR Software on page 275
Worksheet - Proactive Contact and Interactive Response Integration on page 280
Obtaining the Proactive Contact integration software package on the Avaya IR system on
page 280
Installing Proactive Contact integration software for Avaya IR on page 281
Worksheet - Proactive Contact and Interactive Response Integration
This sheet is used to record the various details of the Proactive Contact dialer
Dialer Name
Dialer IP address
Simulated Agents Information
Agent logon ID
Agent password
Channel
number
Channel extension
Related links
Installing the integration software components on Avaya IR on page 279
Obtaining the Proactive Contact integration software package on the Avaya
IR system
About this task
The software package (called AVdialer) can already be loaded on your system. To determine if
you must obtain the Proactive Contact integration software:
Procedure
1. Login in to the Avaya IR system.
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Installing Proactive Contact and IR Software
2. At the Solaris prompt, type ls /export/optional_packages and press Enter.
If the system displays AVdialer, you can install the package using the procedure described
in Installing the Proactive Contact integration package for Avaya IR. If there is no AVdialer
package, follow the steps below to obtain the package from Avaya.
3. Open a web browser and go to http://www.avaya.com/support
4. From the navigation menu (the area on the left of the browser window, under Technical
Database), select Call Center/CRM.
5. From the navigation menu, select Interactive Voice Response.
6. From the navigation menu, select Interactive Response.
7. From the main display area of the browser window, select Software Downloads.
The browser displays a table listing the current software downloads.
8. In the Software Downloads table, click the link for the Proactive Contact Integration
(AVdialer) package. The browser displays information about the software package,
including instructions for downloading, installing, and uninstalling the package.
9. Follow the download instructions, to copy the software package file from the Web site.
Next steps
Installing the Avaya Proactive Contact integration software for Avaya IR.
Related links
Installing the integration software components on Avaya IR on page 279
Installing Proactive Contact integration software for Avaya IR
The Proactive Contact integration software for Avaya IR is contained in the AVdialer package. The
AVdialer package is one of the optional packages included with the Avaya IR software.
About this task
To install the AVdialer package:
Procedure
1. Login to the Avaya IR system as root.
2. On the Avaya IR, add the following entries to the /etc/services file:
agent
22700/tcp
#AgentAPI
dialer_conn
22800/tcp
#dialer_connector_process
3. Add the following entries in the /etc/hosts file:
IP_ADRESS_OF_PC_SYSTEM
MACHINE_NAME_OF_PC_SYSTEM
MACHINE.DOMAIN
Note:
You must have received this information from the person who installed the Dialer or
from the network administrator.
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Verify that you have the AVdialer package. See Obtaining the Proactive Contact integration
software package on the Avaya IR system on page 280 for the procedure.
Note:
The AVdialer package requires a licensing feature password to install. To have this
package installed, contact the Avaya Technical Services Organization (TSO). Refer to
the Legal page (back side of title page) for information about how to contact the TSO.
Related links
Installing the integration software components on Avaya IR on page 279
Configuring the Avaya IR integration software
About this task
After the AVdialer package has been installed, use the agt_config process and the information you
recorded on the Worksheet - Proactive Contact and Interactive Response Integration on page 280
to configure the Proactive Contact integration feature on Avaya IR.
Procedure
1. Login to the Avaya IR system using Administrator or Root.
2. Update agt_data file in the $IR_Home/vs/data directory. Keep the required agents.
Update the file as per the hard dialer or soft dialer system.
3. At prompt, execute the following command to run the agent configuration
tool:agt_config -U. This file is located in $IV_Home/vs/bin/vrs directory.
This program creates the data table used by dialer_conn to spawn off sim_agt processes.
When agt_config prompts for the name of the dialer machine, enter the same name that
you entered in the /etc/hosts file.
4. Start the processes.
• Run stop_vs
• Run start_vs
5. For each simulated agent to be configured, enter the following:
• Channel number
• Channel extension
• Agent logon ID
• Agent password
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AGENT API REQUIREMENTS
Note:
Agent logon ID and Agent password must match the ones that have been configured
on the Dialer.
6. After all the agent data have been configured, enter y to confirm the changes.
AGENT API REQUIREMENTS
For details refer to the Avaya Proactive Contact Agent API guide.
Initial IR Connections and Administration
Use the System Administrator IR Administration screen to set up and configure an IR system
connection, connect to, disconnect from or reset a connection to an IR system, or request a script
download from an IR system. When you have an IR system connection, you will have additional
parameters to set on the Job Run Verification screens. See Appendix B of the Administering
Avaya Proactive Contact guide for complete information on system administration tasks.
About this task
Follow these steps to setup and configure initial IR connections and administrations:
Procedure
1. Set up IR connections
2. Connect to IR
3. Disconnect from IR
4. Reset connection to IR
Set up IR connections
About this task
Use this procedure to enter the ID, IP address, and description for a particular Avaya IR. The ID
and IP address will be entered in the /etc/hosts file and the ID and description will be entered
in the $VOICEDIR/ivr/ivr_id.lst file.
To set up Avaya IR connections:
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Procedure
1. From the Administrator Main menu, select IR Administration > Set up IR connections.
The system displays the Set Up IR Connections screen.
2. Press Control+L to add a new IR connection.
3. Type the IR ID, then press Enter. Use the following shortcut keys on the IR Administration
screen:
a. Control+L to add a new IR connection
b. Control+C to change a field
c. Control+D to delete displayed connection
d. Control+F to find an IR connection
e. Control+X to exit IR Administration screen
4. Type the Avaya IR IP address, then press Enter.
5. Type the Avaya IR description, then press Enter.
6. Press Control+X to exit the screen and return to the IR Administration menu.
Connect to Avaya IR
About this task
Open a communication channel to an Avaya IR system and start a pool job for the Avaya IR
agents from that IR system. The system will also get a list of scripts from the IR and put them in
$VOICEDIR/ivr/<ivr_id>.scr, where <ivr_id> is the Avaya IR system ID, for use with the
job.
To connect to an IR system:
Procedure
1. From the Administrator Main menu, select IR Administration > Connect to IR.
2. Enter the Avaya IR system ID, then press Enter. The system returns to the previous menu.
Disconnect from Avaya IR
About this task
Shut down the pool job for a specified Avaya IR system and close the communication channel to
IR system. To disconnect from an Avaya IR system:
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Resetting connection to IR
Procedure
1. From the Administrator Main menu, select IR Administration > Disconnect from IR.
2. Enter the IR system ID, then press Enter. The system returns to the previous menu.
Resetting connection to IR
About this task
This will close the communication channel between the system and the specified IR and then reopen it. It will then re-establish the connection and restart the pool job.
To reset a connection to an Avaya IR system:
Procedure
From the Administrator Main menu, select IR Administration > Reset connection to IR.
Scripting with the Avaya Proactive Contact and Interactive
Response
The Avaya Proactive Contact— IR integration commands are included as external functions in IR
Designer. The Set_Softdisc, Handle_Disc, Set_early_hu, and End_Softdisc external functions are
required to handle caller disconnects, to provide continuity within job execution, and to disconnect
the call and end processing. All other Dialer external functions provide optional functionality.
Note:
The IR Designer application must never hang up the line or perform a quit instruction. The
system will recover, but this leads to great inefficiencies in the processing of jobs.
The following table describes the Dialer external functions that can be used in IR Designer
applications. For more information about Dialer external functions, see the Avaya IR Designer
online help.
Name
Description
DoNotCall o
n page 287
Identifies a customer record as "do not call" (DNC). All matching records on other calling
lists are also marked DNC. The DNC feature ensures that records appearing in multiple
calling lists will not be recalled.
End_Softdis
c on
page 288
Ends handling a soft disconnect and again executes the agt_chl application for the next
call. See the descriptions for the Handle_disc and Set_Softdisc external functions.
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Using
Releases a customer record and inserts a call completion code into the record. This must
FinishedItem be the last activity performed by the script, since the Dialer sends another call after
external
receiving it.
function on
page 288
Using
Handle_disc
external
function on
page 289
Sets the label for handling a soft disconnect. This function marks the beginning of the
event-handling code. Between Handle_disc and End_softdisc, place whatever code you
think is necessary to clean up the call, for example, updating the completing code on the
Dialer system. See the descriptions for the End_softdisc and Set_Softdisc external
functions.
HookflashLin Transfers the current call by way of a switch that accepts hookflash-initiated transfers. This
external function disconnects the transferring application before transferring the call.
e on
page 289
ListCbackFm Returns the date format from the caller record. It also lists the number of telephone
t on
numbers in the customer record.
page 290
LogoStart on Turns on message-logging on the dialer to trace call transactions. Creates a file on the
page 290
dialer named /tmp/AgentName_API.trans. It contains all the messages between the
agent application and the dialer. Use this file to verify message content and to track the
agent application session. See the description for the LogIoStop external function.
LogoStop on
page 291
Turns off message-logging on the dialer. Stops the agent binary from writing to the /tmp/
AgentName_API.trans. Use this external function to terminate the log file. See the
description for the LogIoStart external function.
MoFlashBlin
d on
page 292
Transfers the current call and data record to another job on the dialer. This external
function disconnects the transferring application before transferring the call and customer
record. The Dialer places the customer call in the queue for the new job or connects the
customer to an available agent. If the Dialer uses ANI/DNIS information, the transferred
call carries the outbound number the dialer dials as the ANI and the original outbound job
name as the DNIS. The inbound or blend job receiving the call sees the call as an inbound
call.
ReadFile on
page 292
Reads a field from the dialer customer record.
ReleaseLine
on page 293
Releases the telephone line but allows further updating of the customer record.
SendMessag Sends a message to the dialer supervisor's screen.
e on
page 293
SetCallback
on page 294
Sets the time on the dialer to schedule a customer callback.
Set_early_h
u on
page 295
Prepares the application for an early hangup. The sim_agt DIP posts a hangup event to the
application when the dialer detects a hangup. The application must define an
L_EARLYHANGUP label. The code associated with the L_EARLYHANGUP label must
perform the processing that is required when an early hangup event is received.
SetNotifyFld
on page 295
Sets the system to pass the value of a specified key field from the dialer calling list with the
CallNotification message.
Table continues…
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Note:
The SetNotifyFld function must be used only in an initial application to be run when an
agent joins a job.
Set_Softdisc Prepares the application for a soft disconnect. This function catches the dipterm event and
on page 296 runs the handler. This must be the first external function in the application. See the
descriptions for the Handle_disc and End_Softdisc external functions.
UpdateField
on page 296
Updates a data field on the dialer customer record.
Related links
Using DoNotCall external function on page 287
Using FinishedItem external function on page 288
Using End_softdisc external function on page 288
Using Handle_disc external function on page 289
Using HookflashLine external function on page 289
Using ListCbackFmt external function on page 290
Using LogloStart external function on page 290
Using LogloStop external function on page 291
Using MoFlashBlind external function on page 292
Using ReadField external function on page 292
Using ReleaseLine external function on page 293
Using SendMessage external function on page 293
Using SetCallback external function on page 294
Using Set_early_hu external function on page 295
Using SetNotifyFld external function on page 295
Using Set_Softdisc external function on page 296
Using UpdateField external function on page 296
Using DoNotCall external function
About this task
The DoNotCall external function identifies a customer record as "do not call" (DNC). All matching
records on other calling lists are also marked DNC. The DNC feature ensures that records
appearing in multiple calling lists will not be recalled. Use the Node Inspector to assign and edit
the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not
execute this external function. Return codes are:
• -1 = a failure of the DIP
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• -2 = a timeout condition
Error Code
Select or name the variable in which to store the 6-character error code from dialer for
this external function.
For more information, see “AGTDoNotCall” in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent APIGuide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using FinishedItem external function
About this task
The FinishedItem external function releases a customer record and inserts a call completion code
into the record. This must be the last activity performed by the script, since the Dialer sends
another call after receiving it. Use the Node Inspector to assign and edit the following attributes.
Attribute
Description
Put Return Code Select or name the variable in which to store the return code if Avaya IRdoes not
In
execute this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Completion
Code
The two-digit numeric code to place in the customer record that indicates the results of
the telephone call. This completion code is customer-specific, but you must be
consistent with the completion codes on the dialer.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for
this external function.
For more information, see AGTFinishedItem in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using End_softdisc external function
About this task
The ends handling a soft disconnect and re-executes the agt_chl application for the next call. See
the descriptions for the Handle_disc and Set_Softdisc external functions. Use the Node Inspector
to assign and edit the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if this external function does
not get executed.
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This external function uses the Avaya IR soft disconnect (soft_disc) command. For information
about soft disconnect, see the Avaya IR System Help.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using Handle_disc external function
About this task
The Handle_disc external function sets the label for handling a soft disconnect. This function
marks the beginning of the event-handling code. Between Handle_disc and End_softdisc, place
whatever code you think is necessary to clean up the call, for example, updating the completing
code on the dialer system. See the descriptions for the End_softdisc and Set_Softdisc external
functions. Use the Node Inspector to assign and edit the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not execute
this external function.
This external function uses the Avaya IR soft disconnect (soft_disc) command. For information
about soft disconnect, see the Avaya IR System Help.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using HookflashLine external function
About this task
The HookflashLine external function transfers the current call by way of a switch that accepts
hookflash-initiated transfers. This external function disconnects the transferring application before
transferring the call. Use the Node Inspector to assign and edit the following attributes.
Atribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not exclude
this external function. The Return codes are:
• -1 = a failureof the DIP
• -2 = a timeoutcondition
smsg
The number to transfer the call to.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for this
external function.
For more information, see AGTHookflashLine in Chapter 6, “Commands and Notification Events,”
in the Avaya Proactive Contact Agent API Reference Guide.
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Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using ListCbackFmt external function
About this task
The ListCbackFmt external function returns the date format from the caller record. It also lists the
number of telephone numbers in the customer record. Use the Node Inspector to assign and edit
the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not execute
this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Date Format
Select or name the variable in which to store the date format that dialer will return. The
date format returned will be one of the following:
• CCYY/MM/DD
• MM/DD/CCYY
• DD/MM/CCYY
Number of
Phones
Select or name the variable in which to store the number of phones listed in the customer
record.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for this
external function.
For more information, see AGTListCallbackFmt in Chapter 6, “Commands and Notification
Events,” in the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using LogloStart external function
About this task
The LogIoStart external function turns on message-logging on the dialer to trace call transactions.
Creates a file on the dialer named /tmp/AgentName_API.trans. It contains all the messages
between the agent application and the dialer. Use this file to verify message content and to track
the agent application session. See the description for the LogIoStop external function. Use the
Node Inspector to assign and edit the following attributes:
Attribute
Description
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Put Return Code In
Select or name the variable in which to store the
return code if Avaya IR does not execute this
external function. The return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Error Code
Select or name the variable in which to store the 6digit error code from Dialer for this external function.
The error code is:
M00000 - Complete
For more information, see AGTLogIoStart in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using LogloStop external function
About this task
The LogIoStop external function turns off message-logging on the dialer and stops the agent
binary from writing to the /tmp/AgentName_API.trans. Use this external function to terminate
the log file. See the description for the LogIoStart external function. Use the Node Inspector to
assign and edit the following attributes:
Attribute
Description
Put Return Code In
Select or name the variable in which to store the
return code if Avaya IR does not execute this
external function. The return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Error Code
Select or name the variable in which to store the 6digit error code from Dialer for this external function.
The error code is:
M00000 - Complete
For more information, see AGTLogIoStop in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
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Using MoFlashBlind external function
About this task
The MoFlashBlind external function transfers the current call and data record to another job on the
dialer. This external function disconnects the transferring application before transferring the call
and customer record. The dialer places the customer call in the queue for the new job or connects
the customer to an available agent. If the dialer uses ANI/DNIS information, the transferred call
carries the outbound number the dialer dials as the ANI and the original outbound job name as the
DNIS. The inbound or blend job receiving the call sees the call as an inbound call.
Use the Node Inspector to assign and edit the following attributes:
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not execute
this external function. The return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Error Code
Select or name the variable in which to store the 6-digit error code from dialer for this
external function.
For more information, see AGTMoFlashBlind in Chapter 6, “Commands and Notification Events,”
in the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using ReadField external function
About this task
The ReadField external function reads a field from the dialer customer record. Use the Node
Inspector to assign and edit the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not
execute this external function. The return codes are:
• -1 = a failureof the DIP
• -2 = a timeoutcondition
Field Name
Enter the name of the field in the dialer calling list from which to receive the field format
and the field value.
Get the field name from the Dialer administrator.
Field Value
Select or name the variable in which to store the field value returned by the dialer.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for
this external function.
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For more information, see AGTReadField in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using ReleaseLine external function
About this task
The ReleaseLine external function releases the telephone line but allows further updating of the
customer record. Use the Node Inspector to assign and edit the following attributes:
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not execute
this external function. The return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Script Label
This is an optional attribute. This attribute refers to a label in the /opt/avaya/pds/
scripts/telephony.spt file.
Message
Number
This is an optional attribute. This attribute refers to a message number configured in
the /opt/avaya/pds/config/voicemsg.cfg file.
Error Code
Select or name the variable in which to store the 6-character error code from ialer for this
external function.
For more information, see AGTReleaseLine in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using SendMessage external function
About this task
The SendMessage external function sends a message to the dialer supervisor's screen. Use the
Node Inspector to assign and edit the following attributes:
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not execute
this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
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Message
Enter the message (or select the variable that contains the message) to send to the
Dialer supervisor.
The maximum message length is 79 characters.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for
this external function.
The error code is:
M00000 - Complete
For more information, see AGTSendMessage in Chapter 6, “Commands and Notification Events,”
in the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using SetCallback external function
About this task
The SetCallback external function sets the time on the dialer to schedule a customer callback. Use
the Node Inspector to assign and edit the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not execute
this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Callback Date Enter the callback date or select the variable in which you have stored it. The format must
match the format returned by the ListCbackFmt external function. The date can be in one
of the following formats:
• CCYY/MM/DD
• MM/DD/CCYY
• DD/MM/CCYY
Callback Time Enter the callback time or select the variable in which you have stored it. The time can be
in any of the following formats:
• HHMM (24-hour clock)
• HHMM[A|P] (12-hour clock)
• HHMM+ (incremental time from current time)
Phone Index
Index of the dialer phone field to use for the recall. This information can be obtained from
the dialer administrator and must fall in the range returned by the ListCbackFmt external
function.
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Optional
Fields
Specify a customer name and telephone number (separated by a comma) to contact
during the recall.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for this
external function.
For more information, see AGTSetCallback in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using Set_early_hu external function
About this task
The Set_early_hu external function prepares the application for an early hangup. The sim_agt DIP
posts a hangup event to the application when the dialer detects a hangup. The application must
define an L_EARLYHANGUP label. The code associated with the L_EARLYHANGUP label must
perform the processing that is required when an early hangup event is received. Use the Node
Inspector to assign and edit the following attributes:
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not execute
this external function.
This external function uses the Avaya IR soft disconnect (soft_disc) command. For information
about soft disconnect, see the Avaya IR System Help.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using SetNotifyFld external function
About this task
The SetNotifyFld external function sets the system to pass the value of a specified key field from
the dialer calling list with the CallNotification message.
Note:
The SetNotifyFld function must be used only in an initial application to be run when an agent
joins a job.
Use the Node Inspector to assign and edit the following attributes:
Attribute
Description
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Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not execute
this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Field Name
Enter the name of the field in the dialer calling list from which to receive the field value as
part of each CallNotify message.
Get the field name from the dialer administrator.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for this
external function.
For more information, see AGTSetNotifyKeyField in Chapter 6, “Commands and Notification
Events,” in the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using Set_Softdisc external function
About this task
The Set_Softdisc external function prepares the application for a soft disconnect. This function
catches the dipterm event and runs the handler. This must be the first external function in the
application. See the descriptions for the Handle_disc and End_Softdisc external functions.
Use the Node Inspector to assign and edit the following attributes.
Attribute
Description
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IR does not execute
this external function.
This external function uses the Avaya IR soft disconnect (soft_disc) command. For information
about soft disconnect, see the Avaya IR System Help.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
Using UpdateField external function
About this task
The UpdateField external function updates a data field on the dialer customer record. Use the
Node Inspector to assign and edit the following attributes.
Attribute
Description
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System file reference
Put Return
Code In
Select or name the variable in which to store the return code if Avaya IRdoes not execute
this external function. Return codes are:
• -1 = a failure of the DIP
• -2 = a timeout condition
Field Name
Enter the name of the field in the Dialer calling list to update, or select the variable in
which you have stored the field name.
Field Value
Enter the new value to insert into the field.
Error Code
Select or name the variable in which to store the 6-character error code from dialer for this
external function.
For more information, see AGTUpdateField in Chapter 6, “Commands and Notification Events,” in
the Avaya Proactive Contact Agent API Reference Guide.
Related links
Scripting with the Avaya Proactive Contact and Interactive Response on page 285
System file reference
System configuration files
master.cfg
In addition, there are two parameters in master.cfg that need to be modified when the IVR
Integration feature is installed. The first is the PORTS parameter. This parameter must be
incriminated by one to allow for a “dummy” inbound line for the IVR pool jobs. The second is the
LINEASSIGN parameter. The string “;IVR,I=X” must be appended to the end of this parameter
where X is the new value of the PORTS parameter.
IVR_DIR:$VOICEDIR/ivr
Defines the directory location of files associated
with the Avaya IR Integration feature.
IVR_INTEGRATION:NO
Specifies whether the IVR Integration feature is
turned on or off.
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Adding new entry to dgswitch.cfg
About this task
There is a new entry that needs to be added to the dgswitch.cfg file when the IVR Integration
feature is installed. It is related to the changes made to the PORTS and LINEASSIGN parameters
in master.cfg. At the end of the “Inbound Ports” section, the line:
N:X:1216:0::#DUMMY PORT for IVR POOL JOBS
must be added where X is the new value of the PORTS parameter. This is the port assigned for
use by the IVR pool jobs even though there is no physical equipment for this port. This ensures
that no actual calls will be taken by IVR agents on the IVR pool job.
Example
# Inbound Ports
N:29:1324:1::#I::1:1119221
N:30:1325:1::#I::1:1119222
N:31:1326:1::#I::1:1119223
N:32:760:0::#I:10:1:1117317
N:33:761:0::#I:10:1:1117318
N:34:762:0::#I:10:1:1117319
N:35:763:0::#I:10:1:1117320
N:36:1216:0::#Dummy port for IVR
# Transferthru
Trunks
T:1:764:0::#T:28:1:1117321
# Can't mix ISDN and T1 Transfers
#T:1:1302:1::#T:9:1:1119123
inbound.edt
# Job type parameters
EDTFILE:Job type / .edt file name:inbound:NO:DROPDOWN:YES:JOBTYPE:1:15:
INBOUND:Inbound job flag:YES:NO:CHECKBOX:NO:JOBTYPE:2:3:
IVR_POOL:Pool job for IVR agents:NO:NO:CHECKBOX:YES:JOBTYPE:3:3:
VIRTUAL:Run job without agents:NO:NO:CHECKBOX:YES:JOBTYPE:4:3:
# IVR Integration parameters
IVR_AGENTS:Allow IVR agents on job:NO:NO:CHECKBOX:NO:IVR:1:3:
IVR_ID:IVR identifier::NO:TEXTBOX:NO:IVR:2:27:
IVR_INITSCRIPT:Initial script to run on the IVR::NO:TEXTBOX:NO:IVR:3:11:
IVR_SCRIPT:Script to run on the IVR::NO:TEXTBOX:NO:IVR:4:11:
outbound.edt
# IVR Integration parameters
IVR_AGENTS:Allow IVR agents on job:NO:NO:CHECKBOX:NO:IVR:1:3:
IVR_ID:IVR identifier::NO:TEXTBOX:NO:IVR:2:27:
IVR_INITSCRIPT:Initial script to run on the IVR::NO:TEXTBOX:NO:IVR:3:11:
IVR_SCRIPT:Script to run on the IVR::NO:TEXTBOX:NO:IVR:4:11:
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System file reference
ivr_config.ky and ivr_config.hk
The ivr_config.ky file contains the definitions of the valid keystrokes for the ivr_config tool. The
ivr_config.hk file contains descriptions of those keystrokes.
ivr1pool.job
The ivr1pool file is a sample IR pool job. The IR pool job is an inbound job that will not actually
take any calls but instead serves as a “home base” for IR agents. When IR agents first log on to
the Avaya Proactive Contact system, they will join their respective IR pool job. They will sit there
until a supervisor transfers them to a job where they will take calls or until they are instructed to
log off. In this job file there is a new parameter called IVR_POOL that is a YES/NO parameter and
is set to YES.
IVR_AGENTS:NO:
IVR_ID::
IVR_INITSCRIPT::
IVR_SCRIPT::
Using ivr.cmd and ivr.hlp
About this task
The ivr.cmd file is a menu that allows the system administrator to perform the functions necessary
to integrate with the IVR. The ivr.hlp file contains the help for those menu items. The ivr.cmd menu
can be accessed from the Administrator Main Menu by selecting item 7, IVR Administration. The
ivr.cmd menu looks like the following:
IVR ADMINISTRATION
COMMANDS ITEMS
ITEMS
_______________
______
0.
Exit from Menu
1. ivr1
1.
Display help
2. ivr2
2.
Set up IVR connections
3.
Connect to IVR
4.
Disconnect from IVR
5.
Reset connection to IVR
6.
Update list of IVR scripts
Enter Command Number
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Command 2
Brings up a screen that is used to specify the IRs to which Avaya Proactive Contact
system will be connecting . See “/usr/vl/ivr/ivr_config.tpl” below.
Commands 3 Require a selection be made from the list of “ITEMS”.
–6
Command 3
Establishes a new connection to the selected IVR. In doing so, it will connect to the IVR,
start the associated IVR pool job and request the IVR send a list of scripts available to run
on the IVR.
Command 4
Stops the associated IVR pool job and disconnect from the IVR.
Command 5
Essentially performs command 4 and then command 3.
Command 6
Requests the IVR to send an updated list of scripts.
Using ivr_config.tpl
About this task
The ivr_config.tpl file is the screen used by the ivr_config binary to add, change, or delete
information about IRs to which Avaya Proactive Contact system will attach. The screen looks like
the following:
To add an IVR, press CTRL-L and then enter an ID, the IP address and a description for the IVR.
The ID will be used in subsequent operations on this screen and is what will be displayed in the
ITEMS list on the IVR Administration menu above.
To change either the IP address or description for an IVR, first press CTRL-F and enter an IVR ID
to find a specific IVR. Then go to either the IP address field or the description field and press
CTRL-C. Enter the new information and press RETURN. To delete an IVR, first press CTRL-F and
enter an IVR ID to find the IVR to be deleted. Then press CTRL-D to delete the displayed IVR.
Once all additions, changes and deletions have been made, press CTRL-X to exit the screen.
Answer y or n to the “Save changes? – (Y/N)” question to either save or discard the changes.
Procedure
1. To add an IVR, press CTRL-L and then:
a. Enter an ID
b. Enter an IP address
c. Enter a description for the IVR
The ID will be used in subsequent operations on this screen and is what will be
displayed in the ITEMS list on the IVR Administration menu above.
2. To change either the IP address or description for an IVR:
a. first press CTRL-F and enter an IVR ID to find a specific IVR
b. go to either the IP address field or the description field and press CTRL-C
c. Enter the new information and press RETURN
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Other files
3. To delete an IVR:
a. press CTRL-F and enter an IVR ID to find the IVR to be deleted.
b. press CTRL-D to delete the displayed IVR
4. Once all additions, changes and deletions have been made, press CTRL-X to exit the
screen
5. Answer y or n to the Save changes? – (Y/N) question to either save or discard the
changes.
ivr_passwd.vl and ivr_services.vl
These two files are used at installation time only. The ivr_passwd.vl file contains a set of login IDs
for test IVR agents that get added to the system. The ivr_services.vl file contains the port number
to be used by the ivr_conn process. This information is appended to the /etc/services file.
Other files
File name
Description
/etc/hosts
This file is modified by the ivr_config binary to add an entry for each IVR added. The entry
contains the IP address and the ID.
/usr/vl/ivr/
ivr_id.lst
This file is created and maintained by the ivr_config binary. It contains a list of the IVR IDs
and their descriptions as entered on the ivr_config.tpl screen. There is one ID and
description per line separated by a TAB.
/usr/vl/ivr/
<ivr_id>.ivr
There is one of these files created for each IVR added by the ivr_config binary. The name
of the file is determined by the ID entered on the first field of the ivr_config.tpl screen. The
file contains the description entered on that screen.
/usr/vl/ivr/
<ivr_id>.scr
There is one of these files created by the ivr_conn binary when a connection is made to
an IVR. This file contains a list of the scripts on the IVR that can be selected to run when
a call is received by an IVR agent. The format of the file is one script name per line. An
entry from this file is used to populate the IVR_SCRIPT parameter when starting a job.
Binaries
ivr_config
This new binary is used to add, change, or delete information about IRs to which an Avaya
Proactive Contact system will attach. See the description of ivr_config.tpl. The ivr_config binary
can be invoked with command line parameters to bypass the interactive screen. The following
usage message describes those parameters:
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ivr_config [-a ID IP DESC] [-d ID ] [-e ID IP DESC] [-f ID] [-h|-?] where:
-a ID IP DESC
means add IVR with specified ID, IP and DESC
-d ID
means delete IVR with specified ID
-e ID IP DESC
means edit IVR with specified ID using IP and DESC
-f ID
means find IVR with specified ID
-h|-?
displays this usage message
ivr_conn
This new binary is used to establish a connection to one or more IVRs. It is started by the vl.start
command if the IVR parameter in master.cfg is set to YES and is responsible for the following:
• Initiating the connection to the IVR.
• Sending the request to the job_strter binary to start the IVR pool job.
• Informing the IVR the pool job has started.
• Obtaining from the IVR a list of scripts that can be run when an IVR agent takes a call and
processing that list into the /usr/vl/ivr/<ivr_id>scr file.
• Periodically sending a “heartbeat” message to each IVR to maintain the connection.
ivr_supr
This new binary provides an interface between the ivr.cmd menu and the ivr_conn binary. It will be
invoked by the ivr.cmd menu with the following parameters:
ivr_supr
ivr_supr
ivr_supr
ivr_supr
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IVR_CONNECT <ivr_id>
IVR_DISCONNECT <ivr_id>
IVR_RESET <ivr_id>
IVR_GET_SCRIPTS <ivr_id>
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Chapter 19: Integrating Avaya Proactive
Contact with Avaya IQ
Overview of Proactive Contact —Avaya IQ integration
Proactive Contact integration with Avaya IQ 5.2.3 provides a single reporting solution for inbound
agent calls, blended inbound, and outbound agent calls. In Proactive Contact 5.1, the Proactive
Contact integration with Avaya IQ also supports call transfers and conference. It is also supported
in a POD environment. Proactive Contact provides an excellent option of source files from the
database, to Avaya IQ to develop reports based on agent performance and various other reports
for agent improvement.
This section consists of the following topics:
• Proactive Contact and Avaya IQ integration pre requisites
• Proactive Contact synchronization with Avaya IQ
• Proactive Contact configuration with Avaya IQ
Requirements for Proactive Contact and Avaya IQ
Prerequisites to integrate Proactive Contact and Avaya IQ:
• Communication Manager — 5.2.1, 6.0 or later
• Proactive Contact
Following additional information are required to integrate Proactive Contact withAvaya IQ:
• Name
• Description
• Proactive Contact System Name
• IP Address
• Host Name
• Naming Service Host
• Naming Service Port
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Integrating Avaya Proactive Contact with Avaya IQ
• Account Login
• Account Password
• Input ID
Proactive Contact and Avaya IQ synchronization
Proactive Contact synchronizes with the Avaya IQ with the translation data in the data source to
keep current Avaya IQ reports. Types of data that gets synchronized with Avaya IQ are:
• Administration data (RFTB)
• Completion codes
Proactive Contact synchronizes simultaneously with Communication Manager when data is
recorded to the database. Proactive Contact administration synchronization completes and
Proactive Contact completion code synchronization starts.
Proactive Contact and Avaya IQ Configuration
Proactive Contact supports Avaya IQ configured with Communication Manager for blended
inbound and outbound agents. (Avaya IQ does not work with only the outbound agents.)
Avaya IQ collects all the events from each separate Communication manager and Proactive
Contact and then blends them together in the Real-Time and Historical Even Processors.
Events represent the start and end of the different states that each contact.
Proactive Contact provides source for Avaya IQ. To verify the administrative requirement for
Proactive Contact following must be configured:
Note:
You can associate only one Proactive Contact to one Communication Manager.
• Administration of the link between Avaya IQ and Proactive Contact must be done either in
non-encrypted or encrypted mode. For more information, refer Avaya IQ documentation.
• The NTP time synchronization service must be done with all hosts, Communication Manager,
and Proactive Contact in the deployment. Remote Data Collection host can use the same
NTP source as its associated Proactive Contact.
• An ASAI link must be set up between the Proactive Contact and its associated
Communication Manager.
• The Proactive Contact must be administered for blended agents.
• Routing Points (VDNs) and queues (skills) used by the Communication Manager for the
Proactive Contact must be measured.
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Proactive Contact supported files with Avaya IQ
Note:
Only outbound and managed types of jobs are currently supported.
Proactive Contact uses PCAdapter to implement a protocol that manages the communication link
between Proactive Contact and Avaya IQ.
The Proactive Contact Input Translator (PCIT) normalizes event content from Proactive Contact
before sending it to Avaya IQ historical and real-time event processors.
Proactive Contact configurations without a Communication Manager are not currently supported
by Avaya IQ. Proactive Contact systems configured for call blending or overflow blending are not
supported.
Proactive Contact supported files with Avaya IQ
Following table provides information about supported files for Proactive Contact with Avaya IQ.
Proactive Contact Configuration
Supported by Avaya IQ
One or more PG230RM hard dialers connected to a
single CM
Yes
Multiple PG230RM hard dialers in a pod
Yes
PG230RM hard dialer without CM (non-CM switch)
No
Single PG230RM hard dialer connected to multiple
Communication Manager
No
Multiple PG230RM hard dialers connected to
multiple Communication Manager
No
One or more CTI soft dialers connected to a single
Communication Manager
No
Multiple CTI soft dialers in a pod
No
Notes
Multiple Proactive
Contact dialers which
function independently
can be deployed in
administrative group
called pod. Avaya IQ can
be configured to the
individual dialers in the
pod.
Setting up Proactive Contact and Avaya IQ
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Integrating Avaya Proactive Contact with Avaya IQ
Before you begin
Proactive Contact with Avaya IQ uses the link in a non encrypted mode. This must be
administered by Avaya services personnel in preparation for the installation of Avaya IQ release
4.1.
About this task
To administer the link for non-encrypted mode:
Procedure
1. Log in to the Proactive Contact server as admin.
2. Enter the following commands to stop the system:
• stop_pds
• stop_mts
3. Ensure that the option SSLIOP is YES in the file /opt/avaya/pds/etc/master.cfg.
4. Edit the file /opt/avaya/JacORB/etc/jacorb.properties.
5. Find the item "jacorb.security.support_ssl=on" and change "ON" to "OFF".
6. Save and close the file.
7. Enter the following commands to re-configure and restart the system:
• start_mts
• start_pds
8. Enter the following command to log in as sroot: su – sroot.
9. Enter the password for sroot.
10. Enter the following command to add the login used by Avaya IQ to the system: useradd -c
"Avaya IQ Interface" -g pds_system statspmp.
11. Enter: passwd statspmp. Change the password to zbtq4tsn or the password to be used
in administering the Proactive Contact data source on the Avaya IQ system.
12. You must be able to convey the user name and password administered in this procedure to
the person administering the Proactive Contact data source on Avaya IQ.
Note:
Other scripts are required to configure the Proactive Contact system to operate in nonsecure mode.
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Chapter 20: Integrating Avaya Proactive
Contact Agent Blending with
Avaya Aura® Contact Center
About Agent Blending
Agent Blending integrates outbound calling activities on Proactive Contact with inbound calling
activities on Automatic Call Distribution (ACD) for Inbound Call Center. The Agent Blending
feature monitors activities on inbound route points. The feature monitors Controlled Directory
Numbers (CDNs) in Avaya Aura® Contact Center. Proactive Contact acquires agents to take
outbound calls and releases agents, according to business needs and configurations.
Agent Blending feature uses a pool of ACD blend agents for outbound calling. The ACD agents
log in to Proactive Contact and ACD. Agent Blending monitors the activity on the ACD to
determine when to move agents between inbound and outbound calling activities. When the
inbound calling activity decreases, Proactive Contact acquires the pooled agents for outbound
calling. When the inbound calling activity increases, Proactive Contact releases the pooled agents
to inbound calling. The transfer between inbound and outbound calling keeps the ACD blend
agents busy and the ACD service level within the prescribed limits.
Note:
The term dialer is used to refer to Proactive Contact.
Overview of Proactive Contact and Avaya Aura® Contact
Center
Proactive Contact overview
Proactive Contact is an enterprise outbound solution software application. To increase the
productivity of contact center agents during unpredictable inbound calls, Proactive Contact is used
with the Agent Blending feature.
Avaya Aura® Contact Center overview
Avaya Aura® Contact Center is a standards-based, robust, solution that facilitates agents and
knowledge workers to efficiently and effectively collaborate with customers and partners across
multiple media types. Using Avaya Aura® Contact Center, a business can manage customer
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Integrating Avaya Proactive Contact Agent Blending with Avaya Aura® Contact Center
experience, deliver service, generate profitable revenues, assert brand identity, and remain
competitive.
A central component of the Avaya Aura® Contact Center suite utilizes Session Initiation Protocol
(SIP) capabilities to improve connectivity and establish collaborative interaction sessions
regardless of the media type.
When you use Avaya Aura® Call Center Elite with Avaya Aura® Contact Center with Midsize
Business Template (MBT) or Avaya Aura® Communication Manager, all voice calls are routed on
Avaya Aura® Call Center Elite. Therefore, you must configure Proactive Contact Agent Blending
with Avaya Aura® Communication Manager blend with Application Enablement Services (AES).
For details on the Avaya Aura® Contact Center documentation, see www.support.avaya.com.
The following architecture diagram explains the Avaya Aura® Contact Center and MBT
components:
Figure 1: Avaya Aura® Contact Center-MBT components
The following diagram explains the components of Avaya Aura® Contact Center with CS 1000
over Application Module Link (AML):
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Overview of Proactive Contact and Avaya Aura® Contact Center
Figure 2: Avaya Aura® Contact Center-CS 1000 over AML
Related links
Architecture of Proactive Contact and Avaya Aura Contact Center integration on page 309
Differences in Proactive Contact Agent Blending feature for Avaya Aura Contact Center MBT and
Avaya Aura Contact Center CS 1000 on page 310
Architecture of Proactive Contact and Avaya Aura® Contact
Center integration
The following diagram shows the integration of Proactive Contact with Avaya Aura® Contact
Center:
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Integrating Avaya Proactive Contact Agent Blending with Avaya Aura® Contact Center
Proactive Contact uses the Contact Management Framework (CMF) Web services interface
available in Avaya Aura® Contact Center as the integration point to the CS 1000 and Midsize
Business Template systems. CMF is a SOAP-based Web services API that provides Proactive
Contact access to CDN and agent events to achieve Agent Blending. After this integration is
complete, the Agent Blending feature in Proactive Contact works in the same manner as with any
other ACD, for example, Avaya Aura® Communication Manager.
Related links
Overview of Proactive Contact and Avaya Aura Contact Center on page 307
Differences in Proactive Contact Agent Blending feature for Avaya
Aura® Contact Center MBT and Avaya Aura® Contact Center CS
1000
The following table describes the differences in Proactive Contact and Avaya Aura® Contact
Center Agent Blending, when you connect Avaya Aura® Contact Center with voice switch MBT or
CS 1000:
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Avaya Aura Contact Center Configurations
Avaya Aura® Contact Center-MBT
Avaya Aura® Contact Center-CS 1000
When Avaya Aura® Contact Center connects with
MBT, the connection is called as Avaya Aura®
Contact Center connection to MBT over SIP.
When Avaya Aura® Contact Center connects with
CS 1000, Avaya Aura® Contact Center can connect
over SIP. There are different types of connections,
for example, AML, for CS 1000 voice switch to
connect with Avaya Aura® Contact Center.
When a Proactive Contact agent logs in to the
Proactive Contact Agent application, the agent must
give the telephone number of the agent for the
telephone extension.
When a Proactive Contact agent logs in to the
Proactive Contact Agent application, the agent must
give the ACD position ID of the agent for the
telephone extension.
Related links
Overview of Proactive Contact and Avaya Aura Contact Center on page 307
Avaya Aura Contact Center Configurations
Configuring hard dialer
Procedure
1. Stop the dialer and the mid-tier processes.
2. Modify the dgswitch.cfg as per the switch configuration.
3. Modify the opmon.cfg as per the switch configuration.
4. Modify the LINEASSIGN and SWITCHTESTMODE parameters in the master.cfg.
5. Add switch entry in host file.
6. Restart the dialer.
Configuring WS open interfaces
Procedure
1. Go to Start > Avaya > Contact Center > Manager Server > Server Configuration
2. In the Server Configuration window, click WS Open Interfaces.
3. Select SOA Enabled.
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Creating users
Procedure
1. Log in as Webadmin.
2. Go to Contact Center Management.
3. Assign the required skills to the agents in the New Agents Details window.
Creating CDN
Procedure
1. Log in as webadmin.
2. Go to the Configuration tab.
3. Add the CDN with the required attributes for every skill.
Adding Passive RoutepointAddresses
Procedure
1. Open the Contact Center Manager Administration Web Interface.
2. Go to Launchpad > Configuration > CCT Server > Launch CCT Console.
Adding RoutePointAddresses and agents in CCT
Procedure
1. Right click Addresses.
2. Select Add new address.
Creating skillset
About this task
The following image shows the skillsets creation process:
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Avaya Aura Contact Center Configurations
Procedure
Mapping CDN and skillset
Procedure
1. Launch Service Creation Environment.
2. Create a script for every skill that you have created.
3. Specify the priority with which the contact is queued.
4. Assign a priority of 1 to 10.
The inbound call should have higher priority than acquire calls for agents. A contact is
assigned a priority of 10 by default. Contacts with high priorities are presented to agents
before the contacts with low priorities.
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Integrating Avaya Proactive Contact Agent Blending with Avaya Aura® Contact Center
Mapping skills to CDNs
Procedure
1. Go to Master Script in SCE.
2. Add listed CDN to configured routes.
3. Choose the script which you have created for the CDN.
Changes on the dialer
Installing features
Procedure
1. Log in as root.
2. Stop the dialer and mid-tier processes.
3. Run the Installation and Configuration script.
4. Select option 2.
5. Select option 2.
6. Provide the dialer host name in CPU to run IICB (Host) option.
7. Press Control + G.
Configuring features
About this task
Procedure
1. Log in as admin.
2. Stop the dialer and mid-tier processes.
3. Configure Avaya Aura® Contact Center Agent Blending configuration on the Proactive
Contact dialer.
4. Start the mid-tier and dialer processes.
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Integrating Proactive Contact and Avaya Aura® Contact Center
Integrating Proactive Contact and Avaya Aura® Contact
Center
Agent Blending support for Avaya Aura® Contact Center
Proactive Contact provides Agent Blending capabilities using the following configurations:
• CS 1000
• Communication Manager Mid size Business Template (MBT) configuration. MBT consists of
Application Enablement Services, Communication Manager, and SIP Enablement Services
(SES).
Note:
When you integrate CS 1000 with Avaya Aura® Contact Center over Application Module Link
(AML), Proactive Contact Agent uses ACD position ID as a phone extension. You can
configure ACD position ID in CS 1000. The ACD position ID is associated with the phone
extension of an agent.
MBT is used when Proactive Contact uses a phone number as a phone extension which
resides on Communication Manager.
Supported configurations:
• Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact
Management Framework of Avaya Aura® Contact Center using AML.
• Proactive Contact with PG230 and CS 1000 connected to Proactive Contact through Contact
Management Framework of Avaya Aura® Contact Center using SIP.
• Proactive Contact with PG230 and MBT connected to Proactive Contact using Contact
Management Framework and SIP of Avaya Aura® Contact Center.
Note:
You must have a PG230 to configure Proactive Contact with Avaya Aura® Contact Center and
Predictive Agent Blending (PAB).
Proactive Contact does not support Avaya Aura® Contact Center configuration with a CTI
dialer.
Software requirements:
• Avaya Aura® Contact Center 6.1 SP2 and Proactive Contact.
• Earlier versions of Nortel environments such as CC7 are not supported. Upgrade earlier
versions of Nortel environments to Avaya Aura® Contact Center 6.1 SP2 or higher.
• Communication Manager supported by Avaya Aura® Contact Center SP2.
• The supported version for AES is 5.2.1, CM is 5.2.1, SES is 5.2.1, and CS 1000 is 6.0
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• CS 1000.
Hardware requirements:
• Server which runs with Red Hat Enterprise Linux version 5.x.
• Avaya PG230 switch which is generic 16.2 and higher versions.
You must also enable the Web Services. To enable the Web Services, perform the following steps:
1. Go to Start > AACC > CCT.
2. Click the CCT console.
3. Click CCT Web Services.
4. Select Enable Web Services.
Note:
CallRecordUser is defined on Avaya Aura® Contact Center and is used for OpenInterface and
CallRecord API. You must create CallRecordUser on Avaya Aura® Contact Center.
Avaya Aura® Contact Center and Agent Blending
Proactive Contact supports Avaya Aura® Contact Center with CS 1000.
For Agent Blending to acquire or release an agent, the agent must log in to both Avaya Aura®
Contact Center and Proactive Contact.
To configure Avaya Aura® Contact Center, you must set the following:
• Treat call queues as domains
• Domain groups
• Control methods and parameters of each group.
Agent Blending monitors the activity for each split, hunt group, or skill hunt group that you setup as
a domain. Agent Blending for Avaya Aura® Contact Center receives call event messages for the
following domains:
Inbound domain:
An agent group that receives inbound calls from customers.
Acquired domain:
An agent group that receives acquired calls from Proactive Contact.
On Avaya Aura® Contact Center with CS 1000, domains are skill hunt groups. On Avaya Aura®
Contact Center without CS 1000, domains are splits or hunt groups.
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Setting up Avaya Aura® Contact Center configuration for Agent
Blending
About this task
Agent Blending monitors two types of domain groups:
• Predictive Agent Blending.
• Proactive Agent Blending.
You must perform the following steps before you configure Avaya Aura® Contact Center:
Procedure
1. Contact your Avaya Aura® Contact Center representative to provide the Controlled
Directory Number (CDN) information for each domain you want Agent Blending to monitor.
2. Specify the following information for each domain group:
• Domain group name
• Domain group type
• Domain group settings
3. Create the appropriate domain groups.
a. To configure the system for Predictive Agent Blending, set up a Predictive Agent
Blending domain group. The control method can be either Average Speed to Answer
(ASA) or Service Level (SL). Assign one or more acquire domains and at least one
inbound domain to the group.
b. To configure the system for Proactive Agent Blending, set up a Proactive Agent
Blending domain group and assign at least one acquire domain and at least one
inbound domain to the domain group. The control method is OB_ONLY (Outbound
only).
Note:
A domain can belong to only one domain group.
List of configuration files
The Proactive Contact Agent Blending feature works with the Avaya Aura® Contact Center using
the same configuration files as the current blend implementation with Communication Manager.
The list of configuration files and their descriptions are as follows:
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Name of configuration files
Description
/opt/avaya/pab/config/CBA_procs
Verify that the host name in CBA_procs is the dialer
host name. If the host name in CBA_procs is not
the dialer host name, then change the host name in
CBA_procs to the dialer host name.
/opt/avaya/pab/config/CBA_cfg
Configure as you configure Avaya CM-PAB.
/opt/avaya/pab/config/ctirc1
• Copy ctirc.auracc to ctirc1 (cp ctirc.auracc ctirc1).
• Provide AACC Server information in ctirc1.
• Change line CallRecordUser:
148.147.165.15:PCNGCCR1:SIP:300:9084:9091
as CallRecordUser:<AACC Server
IP>:<Domain>:<AACC Switch Connection
Type>:<Event Watch Interval in Secs>:
9084:9091:9092
• <AACC Switch Connection Type> is used for the
connection type that Avaya Aura® Contact Center
uses to integrate with Voice Switch. The value of
<AACC Switch Connection Type> can either be
SIP or AML.
• <Event Watch Interval in Secs> is time interval in
seconds. cep_auracc monitors events during this
time interval. If no events are received within this
time interval, cep_auracc starts event registration
to correct issues, if any, with switch connection.
• Here, 9084 is the port number on which the Web
service of Contact Manager Service is exposed
on Avaya Aura® Contact Center (CCT-OI
services).
• 9091 is the port number that the client of CMF
Service uses.
• 9092 is the port number that the client of Event
Service uses.
You can have multiple gateways. In case of multiple
gateways, copy the ctirc of the respective switch to
ctirc2.
/opt/avaya/pab/config/dom_group.data
• You must use the CDN numbers instead of VDN
numbers. In Avaya Aura® Contact Center, Call
Center route points are called as CDN. In Avaya
CM, Call Center route points are called as VDN.
• The configuration of the domain groups remains
the same as Avaya CM PAB.
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Name of configuration files
Description
• Inbound and acquire CDNs, which Proactive
Contact, must monitor must be provided in the
domain list.
/opt/avaya/pab/config/acd_ext.cfg
• Configure as you configure Communication
Manager-PAB
• You must add the required agent telephone sets
using install_acd_ext application on the dialer.
The components of the ACD extension menu are as
follows:
• 1. List ACD extensions
• 2. Add ACD extension
• 3. Delete ACD extension
• Q. Quit
To add an extension:
1. Enter option 2.
2. Enter the ACD scai link ID (Use 1 if only using
one PBX): 1
3. Enter the extension number to be added (Q to
quit): 22002
4. Enter the extension number to be added (Q to
quit): Q
/opt/avaya/pab/config/cti_passwd.cfg
• The cti_passwd.cfg file contains the
encrypted CallRecordUser password. Use the
cti_passwd utility to create the password. Use
cti_passwd -b to create the cep_auracc
password stored in the /opt/avaya/pab/
cti_passwd.cfg cfg file and the password is
updated.
The following settings must be updated in master.cfg on the dialer when you install blend
using menu install:
1. The value of the call_blending parameter must be set to Yes.
2. The value of the iicb_host parameter must be set to Yes.
The following licenses are required:
1. Number of Agents with Predictive Dialing (VALUE_APC_PREDICTIVE_AGENTS)
2. Number of Agents (VALUE_APC_TOTAL_AGENTS)
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An example of the cti_passwd -b command is as follows:
Configuring Agent Blending for Proactive Contact
Procedure
1. Log in to the dialer as an admin user.
2. Stop the Dialer and Mid-Tier processes using the following commands:
stop_pds
stop_mts
3. Copy ctirc.auracc to ctirc1 using the cp ctirc.auracc ctirc1 command.
4. Edit line CallRecordUser:<AACC Server IP> :<Domain_Name>:< AACC Switch
Connection Type>:<Event Watch Interval in Secs>:9084:9091:9092 in ctirc1 file to
provide Avaya Aura® Contact Center IP and domain name in ctirc1 file. For
example:CallRecordUser:148.147.165.15:PCNGCCR1:SIP:300:9084:9091:9092.
5. Set CallRecordUser user password using the cti_passwd –b command.
6. Copy CBA_cfg.example file to CBA_cfg using the cp CBA_cfg.example CBA_cfg
command.
7. Copy CBA_procs.example file to CBA_procs using the cp CBA_procs.example
CBA_procs command.
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8. Verify the host name in CBA_procs file is the dialer host name. If the hostname in
CBA_procs is not a dialer host name, then change the host name in CBA_procs to the
dialer host name.
9. Copy dom_group.data.example file to dom_group.data using the cp
dom_group.data.example dom_group.data command.
10. Configure dom_group.data file similar to Communication Manager blend. Use CDN
numbers instead of VDN numbers.
11. Restart the Dialer and Mid-Tier processes using the following commands:
start_mts
start_pds
Note:
Confirm that the SOA is configured properly by using the http://
<CCMSHostName>:9080/SOAOI/services/OpenNetworking?wsdl link.
The details of CallRecordUser:<AACC Server IP>:SIP:300:9080:9091:9092 elements
are as follows:
• CallRecordUser: AACC user CallRecordUser, which is used to get events from
AACC. Do not change this user.
• <AACC Server IP>: The second field is the AACC Server IP Address. It can be the
alias for the IP address of the AACC server, and additionally must match the entry in
the /etc/hosts file of the PDS.
• AACC: The third field is the Domain Name. Domain Name is passed with AACC
server, and AACC uses it for user authentication. This is the alias for the IP address
of the DNS Server, used by AACC Server.
• SIP: The fourth field is the connection type, being used by AACC to integrate with
Voice Switch. It can have one of the two values, SIP or AML.
• 300: The fifth field is watch interval in seconds to monitor the events flow.
cep_auracc will watch and check whether events received during last interval. If not
cep_auracc will assume, there is come issue with switch connection and it will
restart event registration.
• 9080: The sixth field is the port number, on which Contact Manager Service as web
service is exposed on AACC (CCT-OI services).
• 9091: The seventh field is the port number used by CMF Service as Client.
• 9092: The eighth field is the port number used by System Event Service as Client.
Configuring Avaya Aura® Contact Center for Agent Blending
Procedure
1. Start the Computer Telephony Adjunct Links feature on Avaya Aura® Contact Center.
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2. Reserve one CTI-link number for the CTI interface.
3. If you are using the Monitoring and Recording interface with AES Call Recording, configure
the T1 lines designated as headset trunks so that Avaya Avaya Aura® Contact Center can
identify call events for acquired calls.
4. Assign a station ID to each port on the T1 that is used as a headset trunk.
5. For each agent queue that Agent Blending recognizes as a domain, define the CDN and
the domain type.
Note:
Agent blending has four different configurations based on the switch you use:
a. Agent blending using Communication Manager and AES: In this case, the
ctirc.cvct file is copied in ctirc1 or ctirc2.
b. Agent blending using AACC+CS 1000(SIP): In this case, the ctirc.auracc file is
copied in ctirc1 or ctirc2.
c. Agent blending using AACC+CS 1000 (AML): In this case, the ctirc.auracc file is
copied in ctirc1 or ctirc2.
d. Agent blending using AACC+ Communication Manager + AES (SIP): In this case,
the ctirc.auracc file is copied in ctirc1 or ctirc2.
Example
The following example contains two CDNs and skill sets. The CDN 35001 is an inbound domain
that queues calls to skill set Skill_Inbound. The CDN 35002 is an acquire domain that queues calls
to skill set Skill_Acquire. Agents 1 and 2 are inbound-only agents that belong to skill set
Skill_Inbound. Agents 3, 4, and 5 are Predictive Agent Blending agents that belong to skill sets
Skill_Inbound and Skill_Acquire.
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• The example contains two CDNs and skill-sets. CDNs are 35001 and 35002 and skill-sets
are named as Skill_Inbound and Skill_Acquire.
• The CDN 35001 is an inbound domain that queues calls to Skill_Inbound skill-set
• The CDN 35002 is an acquire domain that queues calls to Skill_Acquire skill-set
• Agents 1 and 2 are inbound-only agents assigned with to Skill_Inbound skill-set.
• Agents 3, 4, and 5 are Predictive Agent-Blending agents assigned with to Skill_Inbound and
Skill_Acquire skill-set.
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The following screenshot shows the CDN configuration:
Avaya CS 1000 integration checklist
The Proactive Contact system receives inbound call information from the ACD of CS 1000 through
the network. Ensure that the following items are configured on your CS 1000 system:
#
Description
Notes
1
Verify that the Avaya Aura® Contact Center
6.1 SP2 or later supports CS 1000
2
Set up an Avaya Aura® Contact Center or
verify that an Avaya Aura® Contact Center
exists that can be used.
3
Obtain licenses to use Avaya Aura® Contact
Center.
4
Verify the installation type of Avaya Aura®
Contact Center matches with the integration
type of CS 1000.
5
Verify that the services of Avaya Aura®
Contact Center are functional.
6
Verify that the CCT-OI Web services are
functional on Avaya Aura® Contact Center.
7
Verify that the CS 1000 system is correctly
integrated with the Avaya Aura® Contact
Center system.
8
Verify that the CS 1000 system is correctly
integrated with the Avaya Aura® Contact
Center system.
9
Set up an Avaya Aura® Contact Center User
CallRecordUser on Avaya Aura® Contact
For information on setting up and configuring
the Avaya Aura® Contact Center, see Avaya
Aura® Contact Center, documentation.
For information on setting up and configuring
the Avaya Aura® Contact Center with CS
1000, see Avaya Aura® Contact Center
documentation.
Table continues…
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#
Description
Notes
Center and provide this login and password
for Agent Blending.
10
Provide the IP address of the Avaya Aura®
Contact Center server.
11
Provide the port address of CCT-OI Web
services of Avaya Aura® Contact Center.
12
Define and provide all CDNs that Proactive
Contact requires for monitoring.
Provide an inbound and acquisition CDN.
For details on integrating with AACC, see Configuration — Avaya Communication Server 1000
Integration at http://support.avaya.com/css/P8/documents/100093207
AACC configuration table
The following table shows the configuration details and the components that you require to
configure AACC:
Components
Required
CCMS
CCMA
CCT
CCMM
AMS
Agent
Desktop
AACC with
Avaya CM
Yes
Yes
Yes
Yes
Yes
AAAD or CCT user creation,
enabled client CDN creation,
skillset creation,
mapping CDN
and skillset. AES
is required.
AACC SIP
with CS 1000
Yes
Yes
Yes
Yes
Yes
AAAD or CCT user creation,
enabled client CDN creation,
skillset creation,
mapping CDN
and skillset.
AML with
Avaya CS
1000
Yes
Yes
Yes
Yes
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Configuration
Required
user creation,
CDN creation,
Skillset creation,
mapping CDN
and skillset.
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Maintenance and Troubleshooting
Verifying if Avaya Aura® Contact Center and the dialer are
synchronized
Procedure
1. Check the synchronization by putting one inbound call and one CDN, and monitor the call
on ACD snapshot. The call should come into the wait queue.
2. Start the outbound job, log in ACD agent and attach the ACD agent to the same outbound
job and check if the dialer acquires the ACD agent or not.
3. Check the soe_log to verify whether the CDN monitor requests are successful or not.
4. Verify the CCT logs file located at Avaya/Logs/CCT/CMF_OI.log. There should be no
error regarding dialer communication.
Error codes
E58035
Error code E58035
Error text
Failed to start Call Event Consumer Service for receiving the call events from
Avaya Aura® Contact Center.
E58050
Error code
E58050
Error text
Call Event received with NULL pointer event received with no data.
E58051
Error code
E58051
Error text
In <function name> call_id=<Call id> is not present in VPBX.
E58036
Error code
E58036
Error text
Failed to start Notification Consumer Service.
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Maintenance and Troubleshooting
E58037
Error code
E58037
Error text
Failed to create/define Session Service Object.
E58038
Error code
E58038
Error text
Failed to create/define ContactManager Service Object.
E58039
Error code
E58039
Error text
Failed to create/define NotificationProducer Service Object.
E58040
Error code
E58040
Error text
Failed to log off from CCT Server.
E58041
Error code
E58041
Error text
Failed to login on CCT Server. Error Code:<error code>.
E58053
Error code
E58053
Error text
Failed to start System Event Listener. Error Code: <error code>.
E58054
Error code
E58054
Error text
Failed to Stop System event Listener. Error Code: <error code>.
E58045
Error code
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Error text
Failed to subscribe for events. Error Code: <error code>.
E58047
Error code
E58047
Error text
The CDN List does not contain any CDN address. At least one CDN is required.
E58048
Error code
E58048
Error text
Failed to Start Address CallEvent Listener. Error Code: <error code>.
E58033
Error code
E58033
Error text
Failed to restart Call Event Listener: Domain =. Return Code = <error code>.
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Chapter 21: Client environment
configuration
Configuring Supervisor software
About this task
You configure the Supervisor applications using the Configurator. The Configurator is a
configuration and troubleshooting utility installed with the Health Manager application. The
Configurator is started automatically the first time you run Health Manager. It also starts at the end
of the Supervisor installation.
Procedure
1. If the Configurator is not running, access and run it from the Health Manager.
2. In the Configurator dialog box, complete the following fields:
Field name
Enter
Primary Dialer machine Name
The name of the primary system
Primary Dialer IP Address
The IP address of the primary system
Email Server Name
The name of the Email server
Email Server IP Address
The IP Address of the Email server
Database Server Name
The name of the database server
Database Server IP Address
The IP Address of the database server
3. Click OK to save your settings.
Next steps
If you want make changes to this configuration, you must first stop the Health Services Bridge.
Removing security from database communications
About this task
Procedure
1. Open a Windows Command Prompt window.
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Client environment configuration
2. At the system prompt, type cd C:\Program Files\Avaya\Proactive Contact
5.x\Services\3rdParty\Oracle11g and press Enter.
Note:
In the above step, the x in the 5.x stands for the release number.
3. At the system prompt, type copy tsnames.ora tsnames.old and press Enter.
4. Open tsnames.ora with Notepad.
5. In the AVAYAPDSDB section in the line, (ADDRESS = (PROTOCOL = TCPS)(HOST =
pudslx10)(PORT = 2484)), change TCPS to TCP.
6. Save and close tsnames.ora.
Configuring agent workstations (network attached)
Procedure
1. Verify client network connection and availability for testing.
2. Add client network connection to the enterprise network.
3. Verify all client workstations are loaded with appropriate networking software.
4. Ensure you have a stelnet session to Proactive Contact server (you see a login prompt).
5. Verify the network addresses, subnet masking, and routing table information.
6. Load all workstations with Custom Cut & Paste software (Optional).
7. Complete headset connections at each workstation.
Configuring Agent workstation for use with Citrix
About this task
Proactive Contact Agent writes each user preferences to an .ini file on the local computer. In a
Citrix environment, writing each user preferences to an .ini file on the local computer is not
possible. Instead, Proactive Contact the Agent application needs to be configured so that user
preferences are either suppressed or stored at a specified location (other than the default one).
Note:
Avaya provides support for the PCAgent client software installation on specific versions of the
Windows operating system as documented in the Proactive Contact Agent release notes.
Installation and support of the Agent application in a Citrix and Terminal services (or other
similar) environment is the responsibility of the customer. If issues arise with such usage,
support to any such issue will be provided on the basis of a PCAgent installation on a local
supported Microsoft Windows desktop workstation implemented as per documentation.
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Configuring agent workstations (terminal server attached)
Procedure
Start Proactive Contact Agent with one or more of these command line arguments.
Argument
Description
-r
Read only. Proactive Contact Agent will not write any
configuration back to the ini file. This disables features such
as remembering release keys for the shortcut bar, and
remembering the position and size of the window.
-c filename
Explicitly points the agent to an ini file in a different directory.
The default is a file named PDSAgent.ini in the PDSAgent
directory.
-l filename
Explicitly specifies the path and file name of the log file.
-sl filename
Explicitly specifies the path and file name of the socket log
file.
-nc
This tells the agent that there is no ini file, and do not look for
one. Note: This will disable all features that rely on saving
information in the ini file. Also, you must use the -d flag to
supply a list of dialers to choose from. Normally, this list is in
the ini file, but because there is no ini file, you must specify
the argument on the command line. This flag also disables
both logs. If you want logs, you must specify the -l and -sl
flags.
-d ip_address
Specifies a dialer's address to use in the list for the agent to
choose from. You can use multiple -d flags to put multiple
entries in the list.
Configuring agent workstations (terminal server attached)
Procedure
1. Complete data cabling connections for all required agent workstations.
2. Verify that there is a login prompt at all required agent workstations.
Virus scanning software
Proactive Contact Supervisor software has been tested and approved with the following software:
• McAfee AntiVirus
• Symantec AntiVirus
Any additional third party software loaded on the Supervisor computer might not be compatible,
and must not be used.
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Client environment configuration
Using Windows Firewall
About this task
You must not turn on Windows Firewall on computers that are running Proactive Contact
Supervisor application. If you do, Windows Firewall displays a warning message each time you
start any of the Supervisor applications. Although this warning states that the firewall is blocking
some application functionality, the applications continue to run without causing any problem.
You must either turn the firewall off or enable it to allow application exceptions.
Procedure
1. To turn off the firewall, with administration privileges, open each application.
When the warning message appears, click the Unblock button.
The application is added to the list of exceptions to firewall policy and allows all other
users to access the application.
2. To allow application exceptions within the firewall, click Security Center in the Control
Panel.
3. Click on Windows Firewall > Exceptions > Add Program.
4. Select Analyst Application, Monitor Application, Editor Application, and Health Manager
Application,
5. Click OK once to close the Add Program dialog, then click OK again to close the Windows
Firewall dialog box.
Enabling enhanced Internet browsing security
About this task
By default, Microsoft Windows Internet Explorer 6.x and higher prohibits active content from being
run on your computer. This ensures that all online help pages display a message at the top of the
page stating that Microsoft Internet Explorer has restricted the file from showing active control that
can be used to access your computer. This restricts your ability to navigate easily through the
online help system.
Procedure
1. Click Internet Explorer.
2. Click Tools > Internet Options > Advanced.
3. Scroll down to the section titled Security.
4. Check the box labeled Allow active content to run in files on My
Computer.
5. Click OK, then close Internet Explorer.
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Sockets
6. Close Internet Explorer and restart your computer.
Sockets
The following table references ports/sockets that are required for successful network
communication. The details of these ports are available in the /etc/services file present on the
Proactive Contact dialer.
Service
Socket
Protocol
Purpose
Non-Proactive Contact specific services
sftp
115
tcp
Secure FTP
sftp
115
udp
Secure FTP
ssh
22
tcp
SSH remote login protocol
ssh
22
udp
SSH remote login protocol
jetdirect
9100
tcp
Laserjet and other HP printers
snmp
161
tcp
SNMP responds to requests
JetDirect,HPNP,NetBlazer for MIB
data
snmp
161
udp
SNMP responds to requests
JetDirect,HPNP,NetBlazer for MIB
data
snmptrap
162
udp
SNMP trap events sent and
JetDirect,NPNP,NetBlazer received
ldap
636
tcp
LDAP over SSL
ldap
636
udp
LDAP over SSL
Proactive Contact specific services
soe_routed
3000
tcp
SOE router daemon
listserver
22600
tcp
List server
agent
22700
tcp
Agent API
ivr_conn
22800
tcp
IVR connection point
nuimon
22900
tcp
Nuisance monitor services
Proactive Contact Dialer CORBA services
dccs
23100
tcp
Command and control service
dccs_ssl
23101
tcp
Command and control service over
SSL
enserver
23120
tcp
Event service
enserver_ssl
23121
tcp
Event service over SSL
hdsc
23130
tcp
Historical data service
Table continues…
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Client environment configuration
Service
Socket
Protocol
Purpose
hdsc_ssl
23131
tcp
Historical data service over SSL
dialerSM
23140
tcp
Service Monitor
dialerSM_ssl
23141
tcp
Service Monitor over SSL
dialerSA
23150
tcp
Service Activation
dialerSA_ssl
23151
tcp
Service Activation over SSL
dialerHealthSvc
23160
tcp
System Health service
dialerHealthSvc_ssl
23161
tcp
System Health service over SSL
Proactive Contact Mid-Tier CORBA services
NameService
23200
tcp
Naming service
NameService_ssl
23201
tcp
Naming service over SSL
logger
23220
tcp
Logging service
logger_ssl
23221
tcp
Logging service over SSL
serviceMonitor
23240
tcp
Service Monitor
serviceMonitor_ssl
23241
tcp
Service Monitor over SSL
ccs
23260
tcp
Command and Control service
ccs_ssl
23261
tcp
Command and Control service over
SSL
serviceAct
23280
tcp
Service Activation
serviceAct_ssl
23281
tcp
Service Activation over SSL
syshealthSvc
23320
tcp
System Health Service
syshealthSvc_ssl
23321
tcp
System Health Service over SSL
RTRM
23370
tcp
Real-Time Request Manager
RTRM_ssl
23371
tcp
Real-Time Request Manager over
SSL
RBACManager
23390
tcp
RBACManager Service
RBACManager_ssl
23391
tcp
RBACManager Service
Configuring user groups
About this task
If the you have custom logins, for example, special login types that access special menus upon
login other than the baseline menus, you must configure user groups.
Procedure
1. Add a new group entry to the /opt/avaya/pds/config/group.pds file for the custom
login.
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Configuring user groups
2. To change to the sroot user, at the system prompt type su — sroot and press Enter.
3. At the password prompt, enter the sroot password.
4. To add the new group, at the system prompt type addgroup /opt/avaya/pds/
config/group.pds and press Enter.
5. To set up the profile for the new group:
a. At the system prompt, type mkdir /etc/skel_dlr/new_group and press
Enter.
b. At the system prompt, type chown admin:new_group /etc/skel_dlr/
new_group and press Enter.
c. At the system prompt, type chmod 750 new_group and press Enter.
d. At the system prompt, type cp /etc/skel_dlr/pds_system/.profile /etc/
skel_dlr/new_group/.profile and press Enter.
e. At the system prompt, type chown admin:new_group /etc/skel_dlr/
new_group/.profile and press Enter.
6. At the system prompt, type exit and press Enter.
7. Change the .profile file of the new group created.
a. At the system prompt, type vi /etc/skel_dlr/new_group/.profile
b. Add new group entry into the .profile file. The new group entry must be placed in
the case block of the .profile file.
c. Provide the appropriate privileges to the group by writing into the case block of the
group.
Note:
Create a .menu file for the new group. For new systems, create their appropriate login
menu for the new group_name as /opt/avaya/pds/menus/group_name.menu
with the customization.
Related links
group.pds file on page 335
group.pds file on page 335
group.pds file
The format for entries in the /opt/avaya/pds/config/group.pds file is:
group_name:(blank):group_number:shell:mark_bit:screen:description: other_group_names
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Client environment configuration
Parameter
Setting
group_name
Usually the same as the login name (for example, Login name=system2,
group_name=system2). Group_name must match the screen (see below).
group_number
Number identifying the group. 101, 102, 103, 105, and 106 are the current
group_numbers in the group.pds file, so 104 must be used for the first new
group and 107 for the new groups after that.
shell
Shell to be used by the login. Use /sbin/sh.
mark_bit
1 if the group is managed by the system, which must be the case for most if not
all custom logins. If it is not managed by the system, use 0.
screen
Use the same name as group_name.
definition
Short definition, in all capital letter, of the group. Maximum length 20
characters.
other group_names
Comma-delimited list of additional group to which this user belongs. In most
cases, this will be the group pc_system and pc_agent, which must be included
for system or sysadm type logins. If no other group names apply, leave off the
colon that would normally precede this parameter.
A couple example entries are:
system2::104:/sbin/sh:1:system2:SYSTEM2
OPERATOR:pds_system,pds_agent
Related links
Configuring user groups on page 334
Configuring user groups on page 334
Adding users
About this task
User accounts must be set up for each user that will need to log into the Proactive Contact
system.
Procedure
1. Log in to the dialer as admin.
2. From the Administrator Main Menu screen, select Administrative Tasks > Manage user
accounts.
3. On the Manage User Accounts screen, press Ctrl+L to add a user.
4. Enter the data for User Name, Password, Group, and Description.
5. Press Ctrl+X when you have finished adding the accounts.
6. Type y to save changes.
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Setting password ageing
Setting password ageing
Procedure
1. To set the time in weeks for password expiration, edit the PASSWDAGE parameter value
in /opt/avaya/pds/config/creatop.cfg file.
2. To force users to reset their password, edit the FORCEPWCHANGE parameter value
in /opt/avaya/pds/config/creatop.cfg file and set it to 1.
Configuring sftp without a password
Procedure
1. Login on the dialer as admin.
2. At the system prompt, type ssh-keygen -t rsa and press Enter.
3. At the Enter file in which to save the key (/home/admin/.ssh/id_rsa):
prompt press Enter to accept the default value.
4. At the Enter passphrase(empty for no passphrase): prompt press Enter to
accept the default value of no password.
5. At the Enter same passphrase again: prompt press Enter to accept the default
value of no password.
6. For each user on the dialer, set up sftp and scp:
a. At the system prompt on the user's dialer, type ssh -l username
dialer_ipaddress mkdir -p ssh and press Enter.
b. At the system prompt on the dialer in step 1, type cd $HOME and press Enter.
c. At the system prompt type cat .ssh/id_rsa.pub | -l username
dialer_ipaddress 'cat >> .ssh/authorized keys and press Enter
d. At the password prompt, enter the password.
Configuring a trusted host for network backup/restore
About this task
You cannot schedule or automate network backup, which is a back up or recovery, on a third-party
host. You require to type your password multiple times during back up or recovery, on a third-party
host.
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Client environment configuration
Procedure
1. Login on the dialer as admin.
2. At the admin prompt, type su sysadm and press Enter.
3. At Password prompt type the sysadm password and press Enter.
4. If the sysadm user does not have .ssh directory in its $Home directory, following command
will create .ssh directory containing private and public key. At the system prompt, type
ssh-keygen -t rsa and press Enter.
5. At the Enter file in which to save the key (/home/pds_sysadm/.ssh/
id_rsa): prompt press Enter to accept the default value.
Note:
If you already have id_rsa.pub file within .ssh directory type Y and press Enter to
select Overwrite option.
6. At the Enter passphrase(empty for no passphrase): prompt press Enter to
accept the default value of no password.
7. At the Enter same passphrase again: prompt press Enter to accept the default
value of no password.
8. At the sysadm prompt, type ssh -l username dialer_ipaddress mkdir -p .ssh
and press Enter.
Note:
The username mentioned above is the user account on the third party host. For details
on Managing Backup Configuration files, refer to the Administering Avaya Proactive
Contact guide.
9. Type the password for the user and press Enter.
10. At the sysadm prompt on the dialer in step 1, type cd $HOME and press Enter.
11. At the system prompt type cat .ssh/id_rsa.pub | ssh -l username
dialer_ipaddress 'cat >> .ssh/authorized_keys' and press Enter
12. At the password prompt, enter the password and press Enter.
13. Type ssh —l username dialer_ipaddress.
Note:
In a POD configuration, configure the secondary dialer as a trusted host to prevent
providing password many times during backup/restore. You must configure the sysadm
user on the secondary dialer using the steps provided above.
Result
If you successfully performed the above steps the dialer will not ask you for a password.
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Access server
Access server
The access server provides for the following:
• End user access to the Proactive Contact system components' console ports (for system
shutdown and other administrative purposes) through a menu-based interface.
• Secure remote access between the system and Avaya through a modem or network
connection.
Refer to the COMPAS document 148215 for additional information including instructions for
installation and configuration of the access server hardware.
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Chapter 22: Optional features
Multitenancy
Multitenancy is an optional feature in Proactive Contact. You can continue to use Proactive
Contact as the default resource group, without Multitenancy. The other new features in this
release such as, Increased Dialer Support and Out of Time Zone Cellphone Support are available
in both tenantised and non-tenantised environments.
Using Multitenancy, you can create various tenants on the Dialer. Within these tenants, you can
administer and use dialer and its functionalities so that each tenant performs actions on the dialer
without hampering the work of other tenants working on the dialer. Therefore, each tenant, can
work in the capacity of individual dialer while residing on the same setup. You can allocate
campaigns, agents, calling lists, schedules, agent keys, and other components to the tenants.
For more information on Multitenancy, see Administering Avaya Proactive Contact 5.1.
Agent Blending
Setting up Agent Blending
Procedure
1. Determine the Agent Blending requirements corresponding to your system specifications.
2. Specify the following Agent Blending elements:
• Settings
• Domains
3. Configure the Agent Blending software to match the system specifications.
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Agent Blending
Blending
Intelligent Call Blending
Proactive Contact uses Intelligent Call Blending (ICB) as a call blending method for call centers
whose main priority is outbound dialing. ICB distributes a blend of inbound and outbound calls to
Proactive Contact agents. Usually, the Automatic Call Distributor (ACD) transfers inbound calls to
available inbound or blend agents on Proactive Contact. When an agent is unavailable, Proactive
Contact places calls in the inbound wait queue. If your system does not use an ACD, Proactive
Contact transfers inbound calls to available inbound or blend agents.
With ICB, blend agents handle outbound calls until there are more inbound calls than available
inbound agents. ICB passes the excess inbound calls to the blend agents. When the inbound call
volume decreases, Proactive Contact returns to passing outbound calls to the blend agents.
Agent Blending
Agent Blending integrates outbound calling activities on Proactive Contact with inbound calling
activities on your ACD. In an Agent Blending system, ACD agents log in to both Proactive Contact
and the ACD.
Agent Blending monitors the activity on the ACD. Agent Blending uses this information to
determine when to acquire agents for outbound calling and when to release ACD agents to handle
inbound calls.
Note:
The time-out of acquire calls incase the ACD agent does not pickup the phone is
approximately 25 seconds.
Proactive Contact uses a pool of ACD (blend) agents for outbound calling. The system acquires
the pooled agents for outbound calling when the inbound calling activity decreases. It releases
these agents to inbound calling when the inbound calling activity increases. This movement keeps
the ACD blend agents busy while keeping the ACD service level within your prescribed limits.
Note:
You can configure Proactive Contact dialer to simultaneously run Agent Blending and
Intelligent Call Blending.
Predictive Agent Blending
If your first priority is servicing your inbound customers and your inbound volume is fairly high, you
can benefit from using Predictive Agent Blending. Predictive Agent Blending focuses on the
inbound mission. Predictive Blending acquires agents for outbound only when the Service Level
(SL) or Average Speed to Answer (ASA) parameters are above the desired value. These agents
take inbound calls until Proactive Contact predicts that there are too many agents on inbound
(based on the service level requirements you set). Proactive Contact then acquires agents from
the ACD to handle outbound calls until the inbound volume increases.
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Optional features
Call centers with moderate to heavy inbound traffic and more than 25 agents in an inbound pool
benefit from using Predictive Agent Blending. Predictive Agent Blending uses events from the
ACD to forecast call volume and determine when to move ACD agents between inbound and
outbound calling. For this movement to occur, your agents must receive internal (station-tostation) calls.
Predictive Agent Blending uses events from the ACD to forecast call volume and determine when
to move ACD agents between inbound and outbound calling. For this movement to occur, your
agents must receive internal (station-to-station) calls.
Related links
Setting up Predictive Agent Blending on page 342
Setting up Predictive Agent Blending
About this task
Two control method options are available within Predictive Agent Blending: Average Speed to
Answer (ASA) and Service Level (SL).
Procedure
Set up an ASA or a SL domain group that contains one or more acquire domains and at least one
inbound domain.
Each type requires different settings.
Related links
Predictive Agent Blending on page 341
Setting up Average Speed to Answer on page 342
Setting up Average Speed to Answer
About this task
The Average Speed to Answer (ASA) domain group type uses the target ASA field (MAAS) to
calculate when to acquire and release agents. Agents are acquired for outbound calls when the
ASA value for all inbound domains in the group is less than or equal to the targeted value. Agents
are released when the value rises above the target value.
Procedure
1. If an ASA domain group does not exist, create it.
2. For each parameter in the ASA domain group, set the appropriate value for your
installation.
Related links
Setting up Predictive Agent Blending on page 342
ASA domain group parameter values on page 343
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Agent Blending
ASA domain group parameter values on page 343
ASA domain group parameter values
Parameter
Description
Desired level
(required)
The average number of seconds within which agents can answer calls. Select a
setting between 0 and 100 seconds.
The setting represents an average calculated over the ASA interval.
Average Speed to
Answer
The interval that Proactive Contact uses to calculate the ASA. This parameter
influences how responsive the system is to fluctuations in answer delays. This
parameter is a rolling interval that starts whenever you start Proactive Contact
or restart Agent Blending. The minimum setting is 0.25 hours (15 minutes). For
example, a setting of 1 calculates the activity during the past hour.
Traffic intensity
threshold (required)
The percentage of agents available to take calls. Use this setting to determine
how quickly Proactive Contact moves agents between inbound and outbound
calls.
The goal is to prevent agents from being acquired or released too frequently.
Agents are available if they are not taking calls or updating records. Agent
Blending tracks calling statistics and uses this information to predict future
availability. To calculate the threshold, Proactive Contact divides the projected
inbound call volume by the projected number of available agents.
Minimum number of
agents on outbound
(optional)
The minimum number of ACD blend agents, in this domain group, dedicated to
handling outbound calls.
Initial traffic rate
(optional)
The estimated number of calls per second. Proactive Contact uses this rate for
the first 30 calls. It ensures that there are enough agents to handle the first 30
calls.
Minimum talk time
(optional)
The estimated minimum seconds agents spend connected on each inbound
call. Proactive Contact adds Talk time and After Call Work (ACW) time to
determine agent availability. Agent availability is sometimes called service
capacity.
Minimum after call
work time(optional)
The estimated minimum seconds agents spend, after a call, updating records
and processing information.
This setting overrides Desired level. For example, no matter how low the ASA,
this number of agents is always unavailable to handle inbound calls. Use this
option when you must meet outbound goals more than service inbound calls.
Related links
Setting up Average Speed to Answer on page 342
Setting up Service Level on page 344
Setting up Average Speed to Answer on page 342
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Optional features
Setting up Service Level
About this task
The Service Level (SL) domain group uses the Service criterion (SC), Desired service level (DSL),
and Abatement service level (ASL) fields to calculate when to acquire and release agents.
Procedure
1. If the SL domain group does not exist, create it.
2. For each parameter in the SL domain group, set the appropriate value for your installation.
• Agents are acquired for outbound calls when the percentage of inbound calls answered
within the Service Criterion is greater than or equal to the DSL percentage.
• Acquisitions for outbound calls stop when the actual service level reaches the ASL
value.
• Agents are released back to inbound calls when the service level falls below the desired
value. The actual service level is calculated using all inbound domains in the group.
Related links
ASA domain group parameter values on page 343
SL domain group parameter values on page 344
SL domain group parameter values on page 344
SL domain group parameter values
Parameter
Definition
Desired service level
(required)
The percentage of calls agents must answer within the Service criterion.
Abatement service level
(required)
The percentage (SL) where Proactive Contact stops acquiring agents
for outbound calling. Select a value greater than the Desired level and
less than or equal to 100.
Service criterion (required)
The maximum time within which an agent must answer a call. It
measure the seconds an inbound call is in the ACD queue.
Service level
interval(required)
The interval that Proactive Contact uses to calculate the SL. This
parameter influences how responsive Proactive Contact is to
fluctuations in answer delays. This parameter is a rolling interval that
starts whenever you start Proactive Contact or restart Agent Blending.
The minimum setting is 0.25 hours (15 minutes). For example, a setting
of 1 calculates the activity during the past hour.
Traffic intensity threshold
(required)
The percentage of agents available to take calls. This setting
determines how quickly Proactive Contact moves agents between
inbound and outbound calls. The goal is to prevent agents from being
Table continues…
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Agent Blending
Parameter
Definition
acquired or released too frequently. Agents are available if they are not
taking calls or updating records. Agent Blending tracks calling statistics
and uses this information to predict future availability. To calculate the
threshold, Proactive Contact divides the projected inbound call volume
by the projected number of available agents.
Minimum number of agents
on outbound (optional)
The minimum number of ACD blend agents, in this domain group,
dedicated to handling outbound calls. This setting overrides Desired
level. For example, no matter how low the ASA, this number of agents is
always unavailable to handle inbound calls. Use this option to meet
outbound goals more than service inbound calls.
Initial traffic rate (optional)
The estimated number of calls per second. Proactive Contact uses this
rate for the first 20 calls. It ensures that there are enough agents to
handle the first 30 calls.
Minimum talk time (optional)
The estimated minimum seconds agents spend connected on each
inbound call. Proactive Contact adds Talk time and After Call Work Time
to determine agent availability. Agent availability is sometimes called
service capacity.
Minimum after call work time The estimated minimum seconds agents spend, after a call, updating
(optional)
records and processing information.
Related links
Setting up Service Level on page 344
Setting up Service Level on page 344
Proactive Agent Blending
If your focus is on outbound calling but you are required to service a low volume of inbound
customers, use Proactive Agent Blending. Proactive Agent Blending focuses on outbound calls
and releases agents to inbound only when an inbound call enters a monitored queue on the ACD.
When an ACD agent logs in, Proactive Contact immediately acquires the agent for outbound
calling. When an inbound call comes into the ACD queue, Proactive Contact releases the agent to
handle the call.
The number of queued calls before agents are released to inbound can be configured for each
OB_ONLY domain group. If inbound calls continue to come in, Proactive Contact continues to
release agents. As soon as the queue is empty, Proactive Contact acquires the agent for
outbound calls.
Outbound Agent Blending
Outbound Agent Blending acquires ACD agents to handle outbound calls as soon as they log in to
Proactive Contact and the ACD. Since there is no inbound domain in the OB_ONLY domain
group, agents assigned to an Outbound domain are not released to handle inbound calls.
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Optional features
Inbound calling and Agent Blending
Agent Blending integrates outbound calling activities on your Proactive Contact with inbound
calling activities on your ACD. ACD agents log in to Proactive Contact and the ACD. Agent
Blending monitors the activity on the ACD and uses this information to determine when to acquire
and release ACD agents for outbound calling.
Proactive Contact uses a pool of ACD (blend) agents for outbound and inbound calling. The
system acquires the pooled agents for outbound calling when the inbound calling activity
decreases. It releases these agents to inbound calling when the inbound calling activity increases.
This movement keeps the blend agents busy while keeping the ACD service level within your
prescribed limits.
Blending and ACDs
Setting up Agent Blending requires coordinating settings on the ACD and on Proactive Contact.
Many ACDs require special settings and have unique terminology. Work with your switch and
Avaya technical support representatives to ensure system settings are compatible.
Domain Use
Domains
Proactive Contact requires domains and domain groups for all the supported switches. Domains
are the Proactive Contact name for ACD call queues that are defined on the switch and on
Proactive Contact.
Each domain is a member of a domain group. Agent Blending collects calling events for each
domain and adds them by domain group for statistic calculation. The domain group uses these
statistics to determine when to move agents between inbound and outbound calling. The domain
group does not add statistics across domain groups, and it does not monitor activity in call queues
that are not part of a domain group.
Configure Domains
The types of domains you configure depend on the ACD. The two main domain types are inbound
and acquire. All Agent Blending systems must have an acquire domain.
• Inbound domains determine agent availability by monitoring and analyzing the traffic.
• Acquire domains acquire agents for outbound calling.
In addition to inbound and acquire domains, Proactive Contact recognizes two additional domains.
Some ACDs use these auxiliary domains to monitor all the calling activity in a domain group.
Meridian switches without multiple queues assignment (MQA) use transient domains to
temporarily hold agents that are moving between inbound and outbound.
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Agent Blending
Related links
Identifying domain groups on page 347
Assigning agents to domains on page 347
Agent Blending domain group on page 348
Identifying domain groups
Procedure
1. Define each domain group using one of the following four configurations:
• Outbound without inbound domain (OB_ONLY control method)
• Predictive Average Speed to Answer (ASA control method)
• Predictive Service Level (SL control method)
• Outbound with inbound domain (Proactive Blend, OB_ONLY control method)
2. Identify which domains you want grouped.
A domain group contains one or more domains.
Related links
Configure Domains on page 346
Agent Blending domain group on page 348
Assigning agents to domains
Procedure
Assign your agents to domains based on skill sets.
For example, you can divide three sets:
• Agents who handle only credit card customers
• Agents who handle consumer loan customers
• Agents with skills to handle both credit card customers and consumer loan customers
Related links
Configure Domains on page 346
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Optional features
Agent Blending domain group
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Agent Blending
Related links
Configure Domains on page 346
Identifying domain groups on page 347
Agent logins
In an Agent Blending system, an agent can handle inbound calls, inbound and outbound calls, or
outbound calls. Agents who handle only inbound calls log in to the ACD. Proactive Contact
monitors the inbound calling activity of the agent based on the system and ACD configuration.
Agents who handle both inbound and outbound calls log in to Proactive Contact as ACD agents.
These agents also log in to the ACD to receive inbound and outbound calls. Proactive Contact
monitors the inbound calling activity and acquires ACD agents for outbound calling when
appropriate.
Agents who handle only outbound calls log in to Proactive Contact as ACD agents and the ACD to
receive outbound calls. Proactive Contact acquires the agent immediately for outbound calling.
Related links
Agent login and call type on page 349
Agent login and call type on page 349
Agent login and call type
The following table summarizes agent log ins based on the calls an agent handles and whether
you want Agent Blending to monitor agents and calculate statistics based on agent calling activity.
Call type
Monitored by Proactive
Agent
Contact log
Blending
in
ACD log in
Inbound only
No
N/A
ACD log in
Inbound only
Yes
N/A
Log in using the method to receive only inbound calls,
not outbound calls, from Proactive Contact (ACD and
acquire skill related).
Outbound and Yes
Inbound
ACD agent
Log in to receive ACD inbound and outbound calls
from Proactive Contact.
Outbound
ACD agent
Log in to receive outbound calls from Proactive
Contact.
Yes
Related links
Agent logins on page 349
Agent logins on page 349
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Optional features
Configuring Health Manager with Predictive Agent
Blending
About this task
You must modify the .HMCfg.txt file for Health Manager to display the status on the call event
processor for the particular switch. This file is located at /opt/avaya/pds/config.
Procedure
1. Login to the dialer as admin.
2. Type cd /opt/avaya/pds/config and press Enter.
3. Open .HMCfg.txt file in a suitable editor and add the following information:
#start =
#eventName = AGENT_BLENDER
#serviceName = SN_CEP_PWAY
#binaryName = cep-spectrum
#startCmd = $VPHOME/scripts/start_cbamain
#stopCmd = kill -15
#isMidTier = N
#isAutoStart = N
#end
4. Save the file and exit from the editor.
5. The supported call event processors for various switch are as follows:
Event Processor Switch Type
cep_pway
Avaya CM and the AES
cep-spectrum
Aspect Spectrum switch.
cepaspect
Aspect Contact server switch
Example
• For Avaya CM and AES the code will be as follows:
#start =
#eventName = AGENT_BLENDER
#serviceName = SN_CEP_PWAY
#binaryName = cep_pway
#startCmd = $VPHOME/scripts/start_cbamain
#stopCmd = kill -15
#isMidTier = N
#isAutoStart = N
#end =
• For Aspect Spectrum switch the code will be as follows:
#start =
#eventName = AGENT_BLENDER
#serviceName = SN_CEP-SPECTRUM
#binaryName = cep-spectrum
#startCmd = $VPHOME/scripts/start_cbamain
#stopCmd = kill -15
#isMidTier = N
#isAutoStart = N
#end =
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Enabling cell phone time zone
Enabling cell phone time zone
About this task
Earlier, when the called party move to other time zones and keep their old numbers, Avaya
Proactive Contact dialer used to dial numbers on their cell phones outside of regulatory time zone
hours. This limitation was putting Avaya Proactive Contact customers out of compliance or
severely reducing the calling times for Dialer customers who deploy cell phone-centric campaigns.
In this release, you can support calls to mobile phones when the called party keep their original
mobile phone numbers after moving to a different time zone.
For this feature, you designate a field that identifies the time zone for each phone number which is
migrated to different location. The dialer checks this field for each record for time zone
determination. If the value is null, then it continues with the normal phone number's time zone. If it
is not null, the value in the field sets the time zone for the phone number.
Before you begin
1. Ensure that your raw data contains fields for alternate phone numbers such as
MODZONEPHONE1 and MODZONEPHONE2.
Note:
The values for the MODZONEPHONES fields are <Area Code>-<Exchange number>.
Examples of values are: 270-209.
2. Set the field values for the zonephone fields in the Download Dictionary tab.
3. Import the data to calling list dictionary by using the Import from Download Dictionary
option.
Procedure
1. Right-click on outbound calling list, which is created in pending stage, and select Calling
list details option.
2. Click the Features tab.
3. Select the Cell Phone Time Zone check box.
Since the dialer determines the time zone based on the area code and exchange numbers,
it assigns the area code and exchange numbers of the actual location of the contact. The
exchange number is not mandatory in such a case. If an area has multiple exchange
numbers with different time zones, then the exchange number is needed. The area number
that the customer provides for migrated cell number should be configured in locale.cfg
otherwise, the dialer fails to determine the time zone information using that area code.
Examples of values in the <Area Code>-<Exchange number> are 270–209.
270-209 : ZONE:1:D:Eastern Daylight. This field value indicates the time zone that the
customer is in which is Eastern Daylight.
224 : ZONE:1:I:Illinois Daylight. This field value indicates that the customer is in the Illinois
Daylight time zone.
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Optional features
Configuring PG230RM for Enhanced Cell Phone Detection
Before you begin
Switch Generic 18.0.2 or above must be installed on PG230RM switch. To download and install
the latest Switch Generic refer to CID: 144313.
About this task
The token CPA FIELD must be added to the outpluse rules of the PG230RM.
Procedure
1. Log in to PG230RM switch as admin user.
2. Type A to select Data Base Administration Menu and press Enter.
3. On the D A T A B A S E A D M I N I S T R A T I O N M E N U screen, type D to select
Outpulse Rules and press Enter.
4. In the O U T P U L S E R U L E S T A B L E screen, add a new field for the token CPA
FIELD to the rule numbers 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 26, 27, 28, 29, 30.
A sample of the OUTPLUSE RULES Table is provided below. Set the value of CPA FIELD
to 4.
O U T P U L S E
RULE # 8
OP DTMF
OP FIELD
CPA FIELD
TIME SUP
FINAL SUP
_________
RULE # 9
___
1
4
24
4
___
RULE # 13
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
RULE # 26
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
RULE # 10
OP DTMF
OP FIELD
CPA FIELD
TIME SUP
FINAL SUP
_________
___
1
4
30
4
___
RULE # 14
1
4
24
1
4
___
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
OP DTMF
OP FIELD
CPA FIELD
TIME SUP
FINAL SUP
_________
1
4
30
1
4
___
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
___
1
4
36
4
___
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
OP DTMF
OP FIELD
CPA FIELD
TIME SUP
FINAL SUP
_________
RULE # 12
___
1
4
42
4
___
RULE # 16
1
4
36
1
4
___
RULE # 28
1
4
30
1
4
___
T A B L E
RULE # 11
RULE # 15
RULE # 27
1
4
24
1
4
___
R U L E S
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
___
1
4
60
4
___
RULE # 17
1
4
42
1
4
___
RULE # 29
1
4
36
1
4
___
OP DTMF
OP FIELD
CPA FIELD
TIME SUP
FINAL SUP
_________
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
1
4
60
1
4
___
RULE # 30
1
4
42
1
4
___
ISDN TX
CPA FIELD
TIME SUP
ISDN DFLT
WAIT SUP
_________
1
4
60
1
4
___
5. Press Enter to save the changes.
6. Press Ctrl + G to go to the main menu.
7. Press Ctrl + X to log out from PG230RM.
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Configuring a job for Enhanced Cell Phone Detection in Editor application
Configuring a job for Enhanced Cell Phone Detection in
Editor application
Before you begin
Switch Generic 18.0.2 or above must be installed on PG230RM switch. To download and install
the latest Switch Generic refer to CID: 144313.
You must configure PG230RM for Enhanced Cell Phone Detection. For details, see Configuring
PG230RM for Enhanced Cell Phone Detection on page 352.
Note:
You must enable Enhanced Cell Phone Detection on jobs targeted for cell phones so that you
can adjust the algorithm for better cellphone voicemail detection.
Procedure
1. Log in to the Editor application with appropriate permissions.
2. In the Editor application, under Contact Management, click Jobs.
3. Open the job that is to be configured for Enhanced Cell Phone detection.
4. In the Job Detail pane, under Call Pacing, set the value for Cell Phone Campaign Call
Progress (valid 1–4, 0 for regular campaigns).
5. Save the job.
Note:
When ECPA=0, it means that the “Improved ECPA for Cell phones” is not active. As
you increase ECPA from 0 to 1,2,3 and then 4 the length of greeting accepted as live
voice decreases. The timing becomes more restrictive to long salutations which allows
shorter and shorter recorded messages to be correctly classified. The customer must
be advised to use as low a setting as possible to achieve their goal. This feature must
always be disabled in the UK. This is because settings 1-4 will increase the chances of
false positives and risk violation of OFCOM regulations.
Configuring Opt-out feature on Avaya PG230RM
Before you begin
• Generic 18.0.2 must be installed on PG230RM switch. To download and install the latest
Switch Generic refer to CID: 144313.
• Ensure that you have a spare span on a DSP2 card on PG230RM.
• In order to Opt-out to VDNs, transfer trunks must be configured on PG230RM.
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Optional features
Note:
Each call that is opted out to a VDN will consume one transfer trunk until the call is
disconnected. Keep sufficient transfer trunks free during an operation of Opt-out virtual
campaign. There must be more than or equal number of trunks than the lines used in the
virtual job. The Opt-out job will not report a lack of transfer trunks until it reaches the
transfer trunk limit.
About this task
On Proactive Contact with Avaya PG230 Proactive Contact Gateway, the dialer is involved in the
Opt-out process. The dialer can either transfer the call (both Voice and Data) to a specified
Inbound/Blend job, or can transfer the call to a specified Inbound VDN which queues the call on
an ACD.
A separate Resource Group consisting of DTMF Receivers must be configured on the PG230RM
Switch associated with the Proactive Contact dialer in order for the Opt-out feature to work.
Procedure
1. Log in to the PG230RM switch as admin user.
2. Type C to select MAINTENANCE MENU and press Enter.
3. On the MAINTENANCE MENU screen, type A to select Card Maintenance and press
Enter.
4. In the CARD MAINTENANCE screen, type A to select Add, press Ctrl + N and enter the
R,L,S values for the spare span on a DSP2 card and then press Enter.
C A R D
R L S
-------1 1 1
1 1 2-1
1 1 2-2
1 1 2-3
1 1 2-4
1 1 3
1 1 4-1
1 1 4-2
1 1 4-3
1 1 4-4
M A I N T E N A N C E
CARD TYPE
V.RV S
---------------------- ----- Enhanced Network Bus
15.02 A
Tone Generator DSP2-41 1.01 A
Call Progress DSP2-41 1.01 A
Conference
DSP2-41 1.01 A
Tone Generator DSP2-41 1.01 A
Large Port Voice Card2 1.01 A
DTMF Receiver DSP2-41 1.02 A
Tone Generator DSP2-41 1.02 A
Call Progress DSP2-41 1.02 A
Conference
DSP2-41 1.02 A
A)DD, D)ELETE, C)HANGE, P)ORT: A 1
1- 64: 11111111 11111111 11111111
65-128: 11111111 11111111 11111111
129-192: 11111111 11111111 11111111
193-248:
R
1
1
1
1
1
1
1
1
1
1
L
1
1
1
1
1
1
1
1
1
1
S
---12-1
12-2
12-3
12-4
16-1
16-2
16-3
16-4
17-1
17-2
CARD TYPE
V.RV S
---------------------- ----- 96-Port Quad T1
3.00 M
96-Port Quad T1
3.00 M
96-Port Quad T1
3.00 M
96-Port Quad T1
3.00 M
4-Span Quad E1 PRI-120
O
4-Span Quad E1 PRI-120
O
4-Span Quad E1 PRI-120
O
4-Span Quad E1 PRI-120
O
4-Span Quad E1 PRI-120
O
4-Span Quad E1 PRI-120
O
1 4-1_ DTMF Receiver DSP2-41 PORTS: 192 A
11111111 11111111 11111111 11111111 11111111
11111111 11111111 11111111 11111111 11111111
11111111 11111111 11111111 11111111 11111111
5. Press Ctrl +A till you find DTMF Receiver DSP2 and press Enter.
6. Press Ctrl +X two times to go back to the main menu.
7. Type A to select Data Base Administration Menu and press Enter.
8. In the DATABASE ADMINISTRATION MENU screen, type B to select Resource Group
Summary and press Enter.
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Configuring Opt-out feature on Avaya PG230RM
9. In the RESOURCE GROUP SUMMARY screen, navigate to an empty slot for name, type a
name for the Resource Group, and press Ctrl + N.
10. Press Ctrl + A to select HUNT TYPE as CYCLIC and press Ctrl + N till you reach
DSP and press Enter.
11. On the RESOURCE GROUP CONFIGURATION screen, type A to select Add.
12. Press Ctrl + N, type 1 as POS, type the newly added DTMF Receiver span in the R, L,
S, fields, and press Enter.
R E S O U R C E
RESOURCE GROUP - #4
POS
--1
2
3
4
5
6
7
8
9
10
11
12
PORT
NAME
--------
G R O U P
C O N F I G U R A T I O N
NAME - dtmf
LOCATION
R L S
- - ---1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
ADD/DELETE/CARD
P
--1
2
3
4
5
6
7
8
9
10
11
12
(A/D/C) _
POS
--13
14
15
16
17
18
19
20
21
22
23
24
POS ___
PORT
NAME
--------
LOCATION
R L S
- - ---1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
1 1 4-1
P
--13
14
15
16
17
18
19
20
21
22
23
24
R L S P _ _ ____ ___
13. Press Ctrl + X three times to go to the main menu.
14. Type C to select Maintenance Menu and press Enter.
15. In the MAINTENANCE MENU screen, type A to select Card Maintenance menu and press
Enter.
16. Type C to select Change, press Ctrl + N and enter the R, L, S of the new DTMF
receiver.
17. Press Enter.
18. Type A and press Enter to activate the card.
19. Press Ctrl +X to go back to the MAINTENANCE MENU screen.
20. Type A to select Card Maintenance and press Enter.
21. Ensure that the status of the newly added DTMF receiver span shows as A.
Note:
• An inactive/nonexistent DTMF Receiver Card and Resource Group will cause the
Opt-out feature to fail. This failure can be detected by the dialer only during runtime,
and it will be logged only then.
• DTMF Receivers are limited (for example, the number of DTMF receivers mentioned
in the above CARD MAINTENANCE screen is 192). Every call on an Opt-out
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Optional features
enabled virtual campaign will consume one DTMF Receiver while it plays the voice
message. It is advised to keep more number of DTMF receivers than the total
number of outbound ports in Opt-out enabled virtual campaigns.
Result
The DTMF Receiver span will be added in the Resource Group that you created.
Configuring Opt-out feature on Communication Manager
Before you begin
• The Avaya Call Center Deluxe package or Avaya Call Center Elite package must be installed
on Communication Manager in order to collect digits. The collect digits command is also
available with the Automated Attendant RTU.
• At least one TN744 Call Classifier circuit pack or TN2182 Tone Clock circuit pack must be in
the system unless the command is used only to collect digits returned by a VRU or sent by
the network and never to collect digits from a caller. For more details, refer to Communication
Manager documentation on the Avaya Support Site.
Configure the following on Communication Manager for Opt-out feature to w
1. Vector Directory Number (VDN) for Opt-out feature.
2. Announcement for Virtual Campaign.
3. Vector Routing Table describing pattern for Digit Collection.
4. Skill to which Opt-out call will be queued.
About this task
Create a VDN with a Vector that must do the following:
Procedure
1. Play the announcement (voice message) intended for the virtual campaign.
2. Collect digits during/after the voice message.
3. Look for a specific digit in the digits collected.
4. If it is present, queue the call to a particular skill on an ACD.
5. Otherwise, just hang up the call.
Example
01
02
03
04
05
collect
goto step
stop
queue-to
stop
5
4
digits after announcement 3000
if digits
in
skill 13
for none
table 2
pri h
In the above example:
1. 3000 is the announcement number.
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Configuring PG230 for Autorelease to Ready Mode for Voicemail
2. 5 is the number of digits to be collected during/after the voice message.
3. table 2 is a Vector Routing table of the following type.
VECTOR ROUTING TABLE
Number: 2
1:
2:
3:
4:
5:
6:
Name: Alok_VRT
Sort? n
9+
?9+
??9+
???9+
+9
17:
18:
19:
20:
21:
22:
The entries in the tables are essentially patterns that detect if “9” is one of the 5 digits collected.
The “?” wildcard represents a single digit. On the other hand, the “+” wildcard represents any
number of digits at the beginning/end of the collected digits.
Note:
The “Prompting Timeout” field on page 11 of the Feature-Related System Parameters on the
Communication Manager represents the digit collection timeout on the Communication
Manager. The minimum value for the timeout is 4 seconds and the maximum is 10 seconds.
This timeout determines the amount of time the Communication Manager will wait before
responding to a digit press.
display system-parameters features
FEATURE-RELATED SYSTEM
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled?
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension:
Message Waiting Lamp Indicates Status For:
VECTORING
Converse First Data Delay:
Converse Signaling Tone (msec):
Prompting Timeout (secs):
Interflow-qpos EWT Threshold:
Reverse Star/Pound Digit For Collect Step?
Available Agent Adjustments for BSR?
BSR Tie Strategy:
Store VDN Name in Station's Local Call Log?
SERVICE OBSERVING
Service Observing: Warning Tone?
Service Observing Allowed with Exclusion?
Allow Two Observers in Same Call?
PARAMETERS
Page
11 of
19
y
station
Delay:
0
Second Data Delay: 2
100
Pause (msec): 70
4
2
n
n
1st-found
n
y
n
N
or Conference Tone? n
Configuring PG230 for Autorelease to Ready Mode for
Voicemail
Procedure
1. Log in to the PG230RM switch as an admin user.
2. Type A to select Data Base Administration Menu.
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Optional features
3. Press Enter.
4. On the Data Base Administration Menu screen, type H to select Answer Supervision
Templates.
5. Press Enter.
6. Update the Answer Supervision Template 5 as per the following screenshot:
Optional features configuration
Unit Work List job compatibility with infinite lists
About this task
Proactive Contact adds the ability to Unit Work List Jobs to run using an Infinite List. This allows
users to feed records into Unit Work List Jobs in near real-time. The Unit Work List Job processing
then places new calls based on priority and routes them to agents who have joined the Unit ID
associated with those records. This enables new high priority records to be called before other
records and to have them handled by agents based on the specific skills of the agents.
Configuring Unit Work List job with Infinite lists:
Procedure
1. Log in to the dialer as an admin user.
2. Goto /opt/avaya/pds/etc directory.
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Optional features configuration
3. Open master.cfg file in an editor such as vi editor.
4. Change the value of the parameter INFINITE_SUPPORT_UWL: to YES to enable Infinite
lists support for Unit Work List.
5. Change the value of the parameter MAX_EXPANSION_UNIT: to an appropriate value.
The MAX_EXPANSION_UNIT: parameter is associated with UWL with infinite job
(INFINITE_SUPPORT_UWL:YES). If first, the call selection run at the start of infinite job,
creates "n" number of units for log in of agents. Setting this value to 10 allows a space to
have 10 additional units which can be added as part of the additional download and call
selection in the lifetime of infinite job.
Note:
The default value for this parameter is 10. The minimum value that this field can have
is 0 (zero), and maximum is 50.
6. Save and exit from the application.
Example
In master.cfg, the value for MAX_EXPANSION_UNIT is set to “5”. If the call selection at start of
the infinite job creates number of units equal to 10, then subsequent download and call selection
can create maximum 5 additional units for login of agents. If subsequent downloads create units
which are more than the MAX_EXPANSION_UNIT then, those extra records will not be added to
the job for calling.
Configuring agent playable messages
About this task
An agent can play a message to a customer at the end of the call. This action has a specific
release code.
Procedure
1. Navigate to /opt/avaya/pds/config/voicemsg.cfg and configure the pf_msg_*
with the extension of the announcement port with the desired message.
2. Navigate to /opt/avaya/pds/config/agent_ed.ky and add the command and
telephony script label.
Example
This example shows both which lines to edit in the /opt/avaya/pds/config/voicemsg.cfg
file and the /opt/avaya/pds/config/agent_ed.ky file. In the voicemsg.cfg file edit the
lines in this font below:
1:fwait1:1001:Female:Folder1:Voice:Message1
2:fwait2:1002:Female:Folder1:Voice:Message2
3:fwait3:1003:Female:Folder1:Voice:Message3
4:fwait4:1004:Female:Folder1:Voice:Message4
5:infwait1:1005:Female:Folder2:Voice:Message5
6:infwait2:1006:Female:Folder2:Voice:Message6
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Optional features
7:infwait3:1007:Female:Folder2:Voice:Message7
8:infwait4:1008:Female:Folder2:Voice:Message8
9:mwait1:1009:Male:Folder1:Voice:Message9
10:mwait2:1010:Male:Folder1:Voice:Message10
11:mwait3:1011:Male:Folder1:Voice:Message11
12:mwait4:1012:Male:Folder1:Voice:Message12
13:inmwait1:1013:Male:Folder2:Voice:Message13
14:inmwait2:1014:Male:Folder2:Voice:Message14
15:inmwait3:1015:Male:Folder2:Voice:Message15
16:inmwait4:1016:Male:Folder2:Voice:Message16
17:fvirt1:1017:Female:Folder3:Voice:Message17
18:mvirt1:1018:Female:Folder3:Voice:Message18
19:pf_msg_1:1019::Folder4:Music:Message19
20:pf_msg_2:1020::Folder4:Music:Message20
21:pf_msg_3:1021:Female:Folder4:Voice:Message21
22:pf_msg_4:1022:Female:Folder4:Voice:Message22
23:pf_msg_5:1023:Female:Folder4:Voice:Message23
24:pf_msg_6:1024:Female:Folder4:Voice:Message24
25:pf_msg_7:1025:Female:Folder4:Voice:Message25
26:pf_msg_8:1026:Female:Folder4:Voice:Message26
250:greeting:1027:Female:Folder4:Voice:Message27
251:inbound:1028:Female:Folder4:Voice:Message28
252:outbound:1029:Female:Folder4:Voice:Message29
253:notLoggedIn:1030:Female:Folder4:Voice:Message30
In the agent_ed.ky file, add a line similar to this:
KEY:^AE^M:RELEASE:pf_msg_1:20:F6 Play pre-recorded msg
Testing Infinite Jobs
To configure infinite job:
Procedure
1. Run the record selection for infinite job from the menu or from the command line: callsel
-l list1 -s inf_listname -w -x -p.
Note that the record selection name and job name must agree with EXECPROG entry in
app_listname.prep.
2. If do not already have a file for appending, create a 10 to 100 record calling list to be
appended to the original list: dd if=? of=? bs=160 count=10 (input file is the correct
rawfile for that list, output file name must match rawfile name being called in the .conf file
found in app_listname.dnld). These new records must not be duplicates (if checking for
duplicates takes place).
3. Start the infinity job via menu or command line: config_ed outbound infinity.
4. Append the new records via the File Transfer Menu option for Download records for Infinite
Job, or from the command line: hosttopds app_list1.
5. Verify that records are added to the job by watching jobmon.
6. Log in as an outbound agent to the infinity job, verifying that calls are being placed.
7. You can append and verify that an additional set of records have been added to the
running infinite job.
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Optional features configuration
8. Verify that the infinite job did not shutdown on its own. It must be shutdown manually.
Configuring agent session timeout
About this task
Agent Session Timeout automatically logs off an agent after a specified time of inactivity. The
system detects how long an agent has been inactive on the system, then displays a warning
message that the agent will be automatically logged off the system if remains still inactive. After
the specified number of minutes past the warning, the agent is logged off the system.
Procedure
1. Navigate to /opt/avaya/pds/etc/log_file. In the Security section add Agent
Session Timeout. This will help when upgrading versions, cloning the system and
technical support.
2. Navigate to /opt/avaya/pds/etc/master.cfg. The OPINACTIMEOUT value is
already set to 30,5.
The OPINACTIMEOUT value is already set to 30,5. The first value, 30, is the number of
minutes before the system displays the message to the agent about being logged off if
inactive. The second value, 5, is the number of additional minutes before the agent is
logged off.
Note:
To disable this feature, change the value to 0,0.
3. Test the Agent Session Timeout:
a. Login as an agent and time how long before the warning is displayed.
b. After viewing the warning, time how long before you are logged off of the system.
c. Make any adjustments in these time intervals using step 2.
Configuring ANI outpulse
About this task
Outpulse ANI provides the ability to send the calling party ID to the agent.
• The supervisor can choose one number to pulse out on all campaigns
• The supervisor can change the number on a per campaign basis, through the Job Run
Verification screen.
Procedure
1. Identify the following information during system specification:
• If you want the same number outpulsed on all jobs, specify the number.
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Optional features
• If the you want the option to change the ANI on a per job basis, you can set up a default
ANI number for the .edt files or just leave the default blank so the supervisors can
define it at job startup.
2. Navigate to /opt/avaya/pds/etc/log_file. In the Features section add Outpulse
ANI.
This will help when upgrading versions, cloning the system and technical support.
3. Navigate to /opt/avaya/pds/config/*.edt.
This file contains the default ANI to be outpulsed and the toggle for it to be editable through
the Job Verification screen or not.
4. For systems which will use the same ANI on all jobs and who anticipate the ANI digits to
remain constant, modify the *.edt files as follows:
• For systems which will use the same ANI on all jobs and who anticipate the ANI digits to
remain constant, modify the *.edt files as follows:
ANI:Calling party number
(ANI):<phone_num>:NO:TEXTBOX:NO:BASIC:1:15:
• For systems which will require editing or viewing the ANI digits, modify the .edt files as
follows:
ANI:Calling party number
(ANI):<phone_num>:YES:TEXTBOX:NO:BASIC:1:15:
Next steps
This feature must be tested on a live system during the Installation process.
Configuring the default ANI number for the .edt files in case of a
softdialer
Before you begin
Enable the SA 8481 special application in ACM to enable this feature.
About this task
Follow the following procedures to configure the default ANI number for the .edt files:
Procedure
1. For systems which use the same ANI on all jobs and who anticipate the ANI digits to
remain constant, modify the vi outbound.edt and blend.edt file as follows:
• ANI:Calling party number (ANI):8005136841:NO:TEXTBOX:NO:BASIC:1:15:
2. For systems which require editing or viewing the ANI digits, modify the vi
outbound.edt and blend.edt file as follows:
• ANI:Calling party number (ANI):8005136841:YES:TEXTBOX:NO:BASIC:1:15:
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Optional features configuration
Next steps
Note:
In the Editor application, if you want to set a job specific ANI, then set the value for ANI
parameter in the Job.
If you want to set record specific ANI, then select the parameter which are only numeric.
Characters are not displayed.
Configuring the callsel report
About this task
A special Callsel (call selection) report allows the user to see specific field values for all records
selected included in the call selection standard report, as well as the output of cseldump against
the corresponding .inx file.
Procedure
1. Navigate to /opt/avaya/pds/etc/log_file.
2. In the Features section add Special Callsel Report.
This will help when upgrading versions, cloning the system, and technical support.
3. Navigate to /opt/avaya/pds/menus/*.cmd.
4. For all menu options that execute callsel, add the -R option and change the -p option to
-P as follows:
Change:
F2:%callsel:YES::YES:Create a record
selection:-l:list1:-s:Selection File Name ,$pn:Report
Description,-v$pn:-p
By adding the text in this font below:
F2:%callsel:YES::YES:Create a record
selection:-l:list1:-s:Selection File Name ,$pn:Report
Description,-v$pn:-R:-P
Next steps
Run the report.
Cruise Control configuration
Cruise Control is a call-pacing algorithm that enables outbound-only jobs (can be an outbound job
in agent blending environment) to place calls with pre-configured service level that are guaranteed
to be met.
You can also use Cruise Control to maintain compliance with the UK OFCOM laws.
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Optional features
Note:
Cruise Control and the traditional call pacing algorithm (Expert Calling Ratio) are exclusive to
each other.
Related links
Configuring job files for Cruise Control on page 364
Configuring OFCOM with Cruise Control on page 365
Configuring job files for Cruise Control
Procedure
1. Edit job files, /opt/avaya/pds/job/*.job, and make the following changes:
Parameter
Setting
CPMETHOD
C for Cuise ControlE for Expert Calling Ratio
CONNTOLE
1 (secs) is the connection tolerance used to specify how long a call
in the queue is considered in good (serviced) call.
Note:
If the queued time is longer than CONNTOLE seconds, then
it’s a bad (nuissance) call.
SERVICELEVEL
% from 70 - 99.9
2. Navigate to /opt/avaya/pds/config/master.cfgand make the following changes:
Parameter
Setting
CCFLOOR
0.9 (calls)
Determines how many calls to dial for each idle agent. There
won't be any calls to dial for an idle agent during the beginning
{startup} of outbound jobs.
CCFALLBACK
YES
Since cruise control does not dial calls at all even though there
can be idle agents {which can happen at the beginning of
outbound jobs}, this parameter forces the algorithm to place a
call for each idle agent.
CCSTAT
YES
Jobs write statistics to a cruise control statistics file, /tmp/
jobname.ccs, that is used for troubleshooting. Use the ccsl
tool to display the contents of the *.ccs files.
Related links
Cruise Control configuration on page 363
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Optional features configuration
Configuring OFCOM with Cruise Control
Before you begin
Install the OFCOM patch before you attempt this configuration.
Procedure
1. Ensure the following parameters are set in the /opt/avaya/pds/job/*.job files (for
outbound and blend jobs):
Parameter
Value
Description
OFCOM
YES
On/off toggle
RUNOFCOM
OUT_wait1_f_ofcom
Subroutine defined in telephny.spt which defines
how to handle calls when they expire after 2 seconds
waiting in queue. A typical Out_wait1_f_ofcom
definition is:
rem ***** play message for ofcom call ******
deliver 1
let CODE CONNEXPIRE
return
.
CONNTOLE
0
Call waiting expiration time
The call waiting script OUT_wait1_f_ofcom must be referenced in all OFCOM jobs. It is
referenced in the *.job file, not in telephny.spt. When the script
OUT_wait1_f_ofcom gets executed, the 2 seconds have expired already. What the script
OUT_wait1_f_ofcom tries to do here is play the voice msg 1 to the customer and let the
completion code be CONNEXPIRE which is what is defined in compcode.cfg for the
ofcom feature. You can change the voice message to fit your needs.
2. Navigate to the /opt/avaya/pds/config/compcode.cfg file.
A unique completion code is needed to indicate OFCOM call results. The default code is
96 and its appearance in compcode.cfg is listed below:
96:CONNEXPIRE:OP:YES:NO:NO:YES:NO:NO:CONNEXPIRE:connect to agent expired:OP:
If you already use code 96, then use any unused code
Note:
The call abandoned flag (7th field) has been turned on with a value of YES in the
above. If it is desired to view an OFCOM call as an abandoned call in the reports, then
the corresponding changes must be made in Analyst.
3. Navigate to /opt/avaya/pds/lists/*.fdict.
4. Three additional fields are needed to save the DATE, TIME, and CODE for the abandoned
OFCOM calls so that they will not be called again in the next 72 hours except on managed
jobs through record selection process. Add the following three new fields to all the *.fdict
files. :
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Optional features
Parameter
Value
Description
ABDNDTE
10:D
Abandoned system date
ABDNTME
8:T
Abandoned system time
ABDNCODE
3:C
Abandoned completion code. The field
length is 3, not 2 as it was in PDS 12.0
systems.
5. Rebuild the existing calling lists with the new *.fdict as shown below.
In the following example, list1 is the calling list, and list1.fdict is the dictionary file
name for list1.
cp list1 list1.orig
ext_list list1 list1_new list1
cp list1_new list1
The syntax for ext_list is:
Syntax: ext_list (calling list) (new calling list) (new file dict.) [options]
The options are:
• -f first_rec
• -l last_rec (0 to create empty list)
• -i interactive
6. Navigate to /opt/avaya/pds/scripts/alljobs.dat.
7. Configure outpostgene with three assignments for the fields ABDNCODE, ABDNDTE and
ABDNTME when a call is marked as 96. For example:.
outpostgene
increment COUNTER
test CODE = 93 copy
test CODE = 96 copy
test CODE = 96 copy
test CODE = 96 copy
end
CODE SVJCODE
CODE ABDNCODE
DTE ABDNDTE
TME ABDNTME
When a call is coded as 96 (CONNEXPIRE), the date, time, and code of the call must be
saved in the three new fields so that the same record can not be called again in the next
72 hours except by managed jobs.
8. Make changes to the latelst/latemrk configuration to carry forward values of the new fields
ABDNCODE, ABDNDTE and ABDNTME.
a. For latelst/latemrk, change the list1.prep file to include the following parameter or
something similar to it as long as it includes code 96.
LATELIST:
02,03,05,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33
,34,35,36,37,38,39,40, 47,48,96,98
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Optional features configuration
b. For latelst/latemrk, change the latelist1.fdict file to include the fields for which
data will be brought forward to the new calling list.
ABDNDTE:10:D:Abandoned System Date:
ABDNTME:8:T:Abandoned System Time:
ABDNCODE:3:C:Abandoned Completion Code:
c. For Infinite Job, change the app_list1.prep file to include the LATELIST
parameter. For example:
LATELIST:02,03,05,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,
28,29,30,31,32,33,34,35,36,37,38,39,40,47,48,96,98
9.
Example
A sample record selection criteria to screen out the OFCOM calls in the next 72 hours is displayed
below. It is a sample and does not include the real business selection criteria. In this example, the
record selection criteria selects the records with a ABDNCODE not equal to 96, or ABDNCODE is
96 but its ABDNDTE is older than three days. For example, if the selection file is ofcom.S, then
its content is:
DISPLAY:YES
IGNORETZ:NO
SELECTTYPE:
LIST:redlab06-list1
TZONE:*
RCODE:NOTCALLED,BUSY,AUTOVOICE,NOANSWER,HANG_OUT
SELECT:ABDNCODE:~ 96:O:1
SELECT:ABDNCODE: 96:A:2
SELECT:ABDNDTE:<$TODAY-3:O:2
UNITFIELD:
STGYFILE:phone1
Related links
Cruise Control configuration on page 363
2016 OFCOM implementation
Supervisor
The existing Abandon Call Rate (ACR) formula is modified to reflect in existing OFCOM reports in
both Monitor and Analyst application. The completion codes can be configured to allow the Agents
to mark a false negative call. The number of false negative calls are excluded from the ACR
formula. Also, the phone numbers associated with these calls are restricted for 24 hours as they
were marked as answering machine by Agents. OFCOM reports are also modified to display the
Short calls. If a call to one of the number in a record is abandoned, this enhancement also restricts
all the numbers associated in that record for 72 hours.
Changes in Editor
Following are the two new parameters introduced in the Editor in the job module:
• Completion codes excluded from Abandon rate - User can select the completion codes to be
excluded from ACR calculation.
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Optional features
• Short call Timer – If Agent talk time is less than the value specified, then that call is
considered as a Short call.
Note:
To enable or modify ACR exclude codes in an OFCOM job, create a new job instead of adding the
codes to an existing job. Creating a new job ensures that the ACR Excl Count and Abandon Rate
columns in the summarized monthly OFCOM reports display correct information.
Changes in Monitor
Following are the two new columns added:
• New column Calls Excluded from ACR is introduced in JobCompletionCode view. Calls
Excluded from ACR column displays the number of calls marked as false negative by the
agents and these calls are excluded from the abandon call rate formula.
• New column Short Calls Count is added in JobQuality view which displays short call count.
Changes in Analyst
Following are the two new columns added in all OFCOM reports:
• ACR Excl Code Count - Displays the number of calls marked as false negative by the agents
and these calls are excluded from the abandon call rate formula.
• Short calls count – Displays the Short call count.
Dialer and Database
The abandon call rate formula is modified to reflect in existing OFCOM reports in both Monitor and
Analyst application. The completion codes can be configured to allow the Agents to mark a false
negative call. The number of false negative calls are excluded from the abandon call rate formula.
Also, the phone numbers associated with these calls are restricted for 24 hours as they were
marked as answering machine by Agents.
OFCOM reports are also modified to display the Short calls. If a call to one of the number in a
record is abandoned, this enhancement also restricts all the numbers associated in that record for
72 hours in either job, dialer, or tenant.
Configuring international dialing and time zones
About this task
International dialing allows the system to call phone numbers outside of the local country to any
foreign country. Specify whether or not to view all the available time zones when setting up call
selections.
Procedure
1. Navigate to /opt/avaya/pds/config/phonefmt.cfg. This file defines the data format
in the calling list PHONE# fields.
2. If phone numbers are not presented in the standard format, convert them using the
CL_TO_STDFMT entry.
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Optional features configuration
3. The STD_TO_DIALFMT entry must be configured for each country to be called as follows:
STD_TO_DIALFMT:<country_code>:<line_type>:<strip>:<prefix>:<suffix>:<description>
4. Navigate to /opt/avaya/pds/config/stdday.cfg.
5. Set corresponding standard to daylight savings time changes for all entries as follows:
<zone_def>:<description>:
(<dlt_mon,dlt_days>:<dlt_time_diff>:<std_mon,std_days>:<std_time_diff>)
6. Navigate to /opt/avaya/pds/config/timezone.cfg.
7. Set the appropriate time zones parameters for the international calling needs.
8. Navigate to /opt/avaya/pds/config/locale.cfg and make an entry for
STDFMTLEN for each foreign country to be dialed as follows:
STDFMTLEN:<country_code>:<international dialing?>:<length of domestic number>
9. Also in /opt/avaya/pds/config/locale.cfg, entries need to be made for the
various time zones within the foreign county as follows:
ZONE:<country_code>:<zone_code>:<zone_description>
AREA_NUMBER:<areacode1,areacode2,…>(:<prefix1,prefix2,…>)
Note:
Make entries for reject numbers in the domestic format. For example,
>REJECT:61:000*:Australia Emergency Numbers
rather than
REJECT:61:901161000*:Australian Emergency Numbers
10. Navigate to /opt/avaya/pds/xfer/public/public/<rawfile>.
11. Add international numbers in the PHONE# fields, use the following format:
<country code><country_code_separator><domestic_number>
Next steps
Test this feature by running a download process then running sample jobs.
Related links
International dialing and time zones parameters on page 369
International dialing and time zones parameters
Each section details the parameters in one specific file.
phonefmt.cfg
The parameters for the CL_TO_STDFMT entry are:
Parameter
Setting
country_code
Numeric code to use to dial the foreign country from the local
country (for example, 61 for Australia).
Table continues…
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Optional features
Parameter
Setting
line_type
ALLTYPES
strip
Number of digits to strip from the phone number prior to dialing.
prefix
String of digits to dial prior to the number. For example, 9011 to
dial out of the PBX, then 011 for an internal call.
suffix
Digits following the number (for example, the long distance
access code).
description
Identifies the type of call (for example, International dialing to
Australia).
stdday.cfg
The parameters for setting standard to daylight savings time are:
Parameter
Setting
zone_def
Linux time zone definition for the time zone (for example,
CST-9:30CDT for South Australia).
description
Time zone description.
dlt_mon,dlt days
Specific dates within which to change the Daylight time (for
example, 10,1-7 for South Australia indicates the change must
be made on the Sunday which falls between the first and seventh
of October).
dlt_time_diff
Number of hours to offset the Greenwich Mean Time value
specified (for example, 0 for South Australia).
std_mon,std_days
Specific dates within which to change to Standard time (for
example, 3,25-31 for South Australia indicates the change must
be made on the Sunday which falls between the twenty-fifth and
thirty-first of March).
std_time_diff
Number of hours to offset the Greenwich Mean Time value
specified (for example 1 for South Australia).
locale.cfg
The parameters for the STDFMTLEN entry are:
Parameter
Setting
country_code
Numeric code used to dial the foreign country (for example, 61
for Australia).
international dialing
1 - International dialing
0 - not international dialing
length of domestic
number
Single digit or range to indicate the length of the number as it
appears in the calling list (for example, 12-15 for Australia,
0852134567 appears in the calling list as 61#0852134567, a total
of 12 digits not including the separator.
The parameters for time zones within foreign countries are:
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Optional features configuration
Parameter
Setting
country_code
Numeric code to use to dial the foreign country (for example, 61
for South Australia).
zone_code
Single letter used to define the time zone (for example, f for
South Australia).
zone_description
Name of the time zone.
areacode1,
areacode2,...
Comma delimited list of area codes within that time zone.
prefix1,prefix2,...
Further defined list of prefixes within the time zone in the event
that a single area code is divided between two time zones. If
there is only time zone in a foreign country, the use the default
ALL following the AREA_NUMBER entry.
<rawfile>
The parameters for the PHONE# fields are:
Parameter
Setting
<country_code>
Numeric code used to dial the foreign country (for example, 61
for South Australia).
<country_code_separat
or)
Symbol used to separate the country code from the domestic
number as entered in the COUNTRY_SEP parameter in
master.cfg (for example, #).
<domestic_number>
Number as it would be dialed in the foreign counry (for example,
0852134567 in Australia).
Related links
Configuring international dialing and time zones on page 368
Configuring letter generation
About this task
The Letter Generator feature allows you to create a PC Analysis Extract that includes file headers
needed by word processing programs to perform a mail merge.
Tip:
When the system creates the Letter Generation extract, it creates a .prn file and a .txt file.
These files include a header that shows the field names for the data displayed. The
configuration file defines the delimiter, so be sure this delimiter works with word processing
software.
Users transfer the text file to the Proactive Contact and use the word processing software of
their choice.
This feature is a standard feature, however you can configure some of the details of how the
feature works.
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Optional features
Procedure
Navigate to /opt/avaya/pds/menus/extract.cmd and ensure it contains the menu selection
to Execute a Letter Generation extractas shown below:
F5:form_letter:YES:YES::Execute a Letter Generation extract:$fn
Next steps
This feature must be tested on a live site during the Installation process.
Configuring managed dialing
About this task
A managed job is an outbound job that allows agents to preview a record before the system dials
the number. Managed jobs can also be configured to give agents the option to cancel a call.
Specify the following information during system specification:
• The CANCEL and DIAL keys need to be specified in the ag_cmd*.ky files.
• Any Managed Dialing specific codes (Ex. MANBUSY)
• Keys for codes 89 and 90, the Managed Dial non-connect
Procedure
1. Navigate to /opt/avaya/pds/config/ag_cmd*.ky and configure the keys in the
following table using this syntax:
<comseq>:<command>:[<sptlbl>]:[<arguments>]:<desc>:
Key
Setting
CANCEL
call_complete:35:F2 Managed Cancel Call
Key to cancel call during record preview time before the system dials
the call
DIAL
:::CF1 Managed dial ahead
Key to dial before the preview limit expires
RELEASE
Must contain managed release keys (suggested codes 89 and 90).
These would be used in the case of busy numbers, wrong numbers, or
various other non-connect issues that the system handles without agent
interaction. These keys are, however, not required for the feature to
function properly.
2. Ensure that /opt/avaya/pds/scripts/telephny.tbl contains the names of the
usable labels in telephny.spt.
3. Navigate to /opt/avaya/pds/job/managed.job and set the keywords in the following
table, using this syntax for the managed job:
<keyword>:[<value>]:
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Optional features configuration
Keyword
Value
MINHITRATE
100
Minimum hit rate as a percent must be set to 100. Since the
agents are previewing one record at a time, the hit rate must be
set to 100. This forces the system to dial only one number per
agent.
PVCANCEL
YES
Allow agents to cancel calls-if set to YES, an agent can choose
not to call the previewed record and the record is coded
appropriately. If set to NO, the agent cannot cancel the call and an
attempt will be made when the preview limit is reached.
PVDIAL
YES
If set to YES, allow agents to dial record before preview limit time
is reached. If set to NO, agents will have to wait until preview limit
is reached before system will dial.
PVEMPTYREC
NO
Display empty record at preview.
PVIGNOREDEL
NO
Allow dialing from deleted record.
PVKEYFLD
Key field for LIS record search
PVLENGTH
60
Preview limit for each call. The range is 0 to 999 seconds. If the
Preview Limit is set to 0, the agents have unlimited time to
preview the record, otherwise the system will automatically dial
the record when the Preview Limit has been reached, or when the
Managed Dial-ahead key/button is used.
PVSEARCHTYPE
NONE
Method for record search at preview.
RUNCALL
preview_call
Indicates the label, as text, in the calling script, telephny.spt, to
use to start processing outbound calls. Start script label selection
must be a managed dialing script, such as preview_call. The
managed dialing script tells the system to first pass the record to
the agent for preview.
Related links
Testing managed dialing on page 373
Testing managed dialing
Procedure
1. Configure and start a Managed job.
2. Log into the job as a Managed Agent-Agent Type = m.
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Optional features
3. Verify, if Preview Limit is not 0, that you are allowed to preview a record before a call is
made.
4. Allow the Preview Limit to be reached and confirm that an attempt to call the record is
made. If connected, release the line and record.
5. Preview another record. You can cancel the call attempt using the Managed Call Cancel
key or button. If connected, release the line and record.
6. Preview another record. You can cancel the call attempt using the Managed Dial-ahead
key or button. If connected, release the line and record.
7. Confirm that the appropriate completion codes are used in conjunction with all managed
releases.
Related links
Configuring managed dialing on page 372
Configuring Predictive Agent Blend
Before you begin
About this task
You must first collect all the information listed in the Worksheet - Installing Predictive Agent
Blend on page 375
Procedure
1. Log in to the dialer as admin user.
2. Verify whether the dialer processes are stopped by running the following commands:
check_pds
check_mts
check_db
If the dialer process are running, then run the following commands to stop the dialer
processes:
stop_pds
stop_mts
stop_db
3. Switch to sroot user.
4. Type menu install and press Enter.
5. In the INSTALLATION AND CONFIGURATION screen, type 2 to select Value added
products and press Enter.
6. In the VALUE ADDED PRODUCTS screen, type 2 to select Install Predictive Agent
Blend and press Enter.
7. Follow the on-screen instructions.
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Optional features configuration
Related links
Worksheet - Installing Predictive Agent Blend on page 375
Worksheet - Installing Predictive Agent Blend
Before installing Predictive Agent Blend, collect the details for the information provided in the
table.
Requirement/component/machine name
Value/requirement
Notes
IP Address of Application Enablement Services
(AES)
CTI password
AES LINK value
AES administrator user login and password
Number of users that can be acquired for outbound
calling
List of ACD Extensions to be configured
Related links
Configuring Predictive Agent Blend on page 374
Configuring FCC amendment
About FCC amendment
The Federal Communications Commission (FCC) is an independent United States government
agency. The FCC was established by the Communications Act of 1934 and is charged with
regulating inter-state and international communications by radio, television, wire, satellite, and
cable. The jurisdiction of FCC covers 50 states, the District of Columbia, and U.S. possessions.
Under FCC, the additions to the Telemarketing Sales Rule (TSR) include additional restrictions to
outbound calling campaigns to enhance called party rights to privacy while allowing contact. The
latest amendments to FCC 12-21 rules for telemarketing are summarized as follows:
• Telemarketers are required to transmit Caller ID information and should not block their
numbers
• Each telemarketing robocall must include an automated method for the called party to opt out
of the call immediately by pressing a few keys on their phone. Then, the telemarketer must
immediately disconnect the call and add the phone number to their Do Not Call List.
• The prerecorded telephone message played by the robocall must clearly state:
- The identity of the business, individual, or other entity initiating the call at the beginning of
the message.
- The telephone number or address of such calling business, other entity or individual during
or after the message
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Optional features
• Nuisance calls, which are the calls for which no voice is heard when answered, must be
limited. A call is deemed FCC nuisance call if the call is not transferred to a live sales agent
within two seconds of the recipient answering the call. During a 30-day period, a telemarketer
can have FCC nuisance calls for no more than three percent of calls answered by a person
per campaign.
These rules do not apply to informational robocalls, such as airline flight updates, school
notifications, or warnings about fraudulent activity in bank accounts or credit cards.
Do not call feature in Proactive Contact 5.1 release
Currently, in Proactive Contact 5.1 systems, in case of a live call, you can use the Do Not Call
(DNC) feature to allow agents to mark the called party record as DNC and mark all the matching
records with the same unique called party identifier in other selected calling lists as DNC.
Integration of FCC 12-21 amendment with Proactive Contact
The FCC 12-21 amendment is applicable to all predictive outbound and blend jobs in
telemarketing campaigns.
Note:
This amendment is not applicable for inbound jobs. In Proactive Contact, this feature is
available in both Proactive Contact with CTI and Proactive Contact with PG230 deployments.
Proactive Contact releases supporting FCC 12-21 amendment
Avaya Inc. has implemented the FCC 12-21 amendment for both Proactive Contact release 5.1.
This document provides information on the implementation of the FCC 12-21 amendment for
Proactive Contact release5.1.
Integration of the FCC 12-21 amendment for virtual calls
In case of virtual job, as a pre-recorded message plays to the called party, Proactive Contact
provides a DNC opt-out option to the called party for automatic indication to mark the record as
DNC.
The DNC opt-out option is available throughout the duration of the call. To implement the FCC
12-21 amendment for a virtual call, you can configure a message that can be a combination of the
following:
• DNC opt-out message that provides instructions to the called party on how to add their record
to the DNC list.
• General opt-out message that provides instructions to the called party on how to opt out from
voice message and connect to an agent.
Note:
This option is applicable only to the Proactive Contact 5.1 release.
• Virtual message for business purpose.
Integration of the FCC 12-21 amendment for live outbound calls
In case of outbound live call on Proactive Contact with PG230RM, if a welcome message is
played to the called party before connecting to the agent, the system provides the DNC opt-out
option to the called party throughout the duration of the welcome message. After the welcome
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Optional features configuration
message, the call must be connected to a live agent within two seconds. The two second timer
begins after the ending of the welcome message. If the system is not able to find an available
agent, then the call is put in the wait queue.
While the call is in wait queue, if the system finds an available agent at any point of time, the call is
connected to the agent. If the system cannot find an agent to attend to the call within two seconds
of the end of welcome message, the system marks the call as an FCC nuisance call. However, the
called party continues to be in the wait queue until:
• The call is connected to a live agent.
• The called party chooses DNC opt-out.
• The called party terminates the call.
• The system terminates the call.
After the system connects the called party to the agent, then the automated DNC opt-out
mechanism becomes unavailable. However, the called party can still request the agent to mark the
record as DNC.
Note:
After the system connects the called party to the agent, then the automated DNC opt-out
mechanism becomes unavailable. However, the called party can still request the agent to
mark the record as DNC.
In case of Proactive Contact with CTI, in an outbound job, if an agent cannot be found within the
FCC timer duration of the called party answering the call, then the call is terminated with code 48,
which indicates that the dialer could not find an agent for the outbound call. However, if the called
party presses the DNC opt-out digit, then the call is marked as code 97, which is the DNC opt-out
completion code.
Implementation of the FCC 12-21 amendment in Proactive Contact 5.1
In case of virtual jobs on Proactive Contact 5.1 release, the called party now has two options:
• The called party can opt-out of the virtual call and connect to a live agent by pressing a predesignated digit. After the call is connected to an agent, the option of DNC opt-out by
pressing the pre-designated digit is not available.
• The called party can opt-out of the virtual call and mark the record as DNC in the system by
pressing a different pre-designated digit. In this case, the system marks the record as DNC
instead of transferring the call to a live agent. The record is marked as DNC in all the calling
lists belonging to the DNC group for that campaign.
Note:
The DNC opt-out digit must be different from the opt-out to agent digit configured in the
virtual job. On the Editor application, the system validates that the opt-out to agent option
and opt-out to DNC option do not use the same digit.
In case of outbound jobs on Proactive Contact 5.1 release, the called party can choose DNC optout only during the welcome and wait queue messages. On connecting to the agent, the called
party can request the agent to mark their record as DNC.
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Optional features
Note:
You must not select the Run job with FCC check box in Editor for managed jobs as the FCC
feature is not required in the managed jobs. If you select the Run job with FCC check box for
a managed job, the FCC nuisance rate report might display incorrect data.
FCC 12-21 implementation in Proactive Contact with PG230 and Proactive Contact
with CTI
The FCC 12-21 amendment works differently for Proactive Contact with PG230 and Proactive
Contact with CTI setup.
Proactive Contact with PG230:
If you have enabled the DNC opt-out feature using the Editor application, then the PG230 collects
the pre-defined digits while playing the virtual message. The PG230 collects the digits during the
welcome message and waitqueue message in the outbound jobs. After the called party initiates
the DNC opt-out procedure by pressing the predefined digit during the call.
• Dialer fetches the digits from PG230 and compares with the Do not call digit.
• And if the digit is validated, then:
- Dialer marks that record as DNC in the calling list.
- Dialer plays the confirmation message for DNC opt-out, if it is configured in the Editor
application.
- Dialer terminates the call.
Proactive Contact with CTI:
In case of Proactive Contact with CTI, you must configure the Do not call feature in the Avaya
Aura ® Communication Manager.
In Communication Manager, you must set up two VDNs with two different vectors. When the
called party initiates DNC opt-out by pressing the pre-defined digit during the virtual call, then:
• The first VDN redirects the call to the second VDN. Proactive Contact monitors the second
VDN.
• As soon as the call reaches the second VDN, Proactive Contact registers that record in the
DNC list.
• Dialer terminates the call.
In case of outbound job on Proactive Contact with CTI, if the called party opts for DNC during the
welcome message, while the data for the call is displayed on the agent screen, then the system
performs the following:
• The call is processed for DNC and the customer is disconnected.
• The Release Line dialogue box is displayed on the agent screen. The agent can select a
desired completion code and release the call.
• However, the dialer overrides the code selected by the agent and marks the call as DNC OptOut by automatically assigning completion code 97 to the call.
In case of a virtual job on Proactive Contact with CTI, if the called party is detected as an
answering machine, then the system does not collect the DNC opt-out or opt-out to agent digits.
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Optional features configuration
Also, if the called party presses the DNC opt-out and opt-out to agent digits within 5 seconds of
each other, then the system acknowledges the digit that was last pressed.
Note:
established after the welcome message completes. Therefore, you must instruct the agents to
not release the call manually in case the agents view the customer data on the screen but do
not hear any voice on the call. If the called party opts out to DNC during the welcome
message, then the agents receive an auto-release message on the screen. If the agent hears
the voice, then there is no change in the existing behavior. You must enable the autowrap
functionality if you have a welcome message configured for the job.
FCC ccompletion code
A new completion code is introduced in Proactive Contact for DNC opt-out. The code 97 is sent
out to the dialer if the called party initiates the DNC opt-out.
DNC opt-out message guidelines
The DNC opt-out message can contain brief explanatory instructions for the called party on how to
use the DNC opt-out mechanism.
The DNC opt-out message can include the following information:
• The purpose of the call
• The name of the business
• Instructions on how to initiate DNC opt-out
• A telephone number where the called party can call back to request for DNC.
If the called party calls back at the pre-defined telephone number, which is a part of the DNC optout message, then the inbound call center must handle the marking of the records as DNC in the
appropriate outbound calling list. You can use the backend application menu for marking records
as DNC.
Note:
If the FCC related data, such as DNC opt-out, FCC jobs, and nuisance calls, does not get
populated to the database, you can populate the data to the database manually by running the
db_populate script.
However, you must run the db_populate script in the increasing order for the date range for which
you want to populate the data. For example, to populate data from 5th May to 8th May, you must
run the db_populate script in the order, 5th May, 6th May, 7th May, and 8th May.
FCC nuisance calls report
The Analyst module of the Supervisor suite provides a report for FCC nuisance calls that displays
the FCC nuisance call data for a job for each 30 days period.
Note:
To contain the FCC nuisance rate to the 3% limit for each job automatically, you can use the
cruise control job by setting the following parameters:
• Set the FCC_TIME parameter in master.cfg to 2 seconds.
• Set the NUISANCE_TIME parameter master.cfg to 1 second.
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Optional features
• Set the CONNTOLE parameter in the Job file, which is Time to connect tolerance
(seconds), to 1 second.
• Set the desired service level as required, for example, 97% to limit the FCC nuisance
rate within 3% for the job
Configuring the DNC opt-out feature on Proactive Contact dialer
About this task
To configure the DNC opt-out feature on the dialer, perform the following steps:
Procedure
1. Set the following parameters in the master.cfg file located at opt/avaya/pds/etc
directory.
• FCC_ACT_DATE: Set the value of this parameter to the date when the FCC 12-21
amendment takes effect. The format for setting the date is YYYY/MM/DD. You must not
provide a back date for this parameter.
• FCC_TIME: As per the FCC 12-21 amendment, the default value for this parameter is
set to two seconds. You can set this value ranging from two seconds to five seconds.
• FCC_VDN: In case of Proactive Contact with CTI, specify the Do not call VDN in this
parameter, without which the call is not marked in the DNC list.
By default, the value of the FCC_ACT_DATE parameter in master.cfg is set to the date
when you install the patch.
You must, then, set the date for this parameter to the actual date when the FCC
amendment is activated. When you run the jobs before the actual date of activation, you
must disable the FCC settings by clearing the Run job with FCC check box on the Job
details pane.
2. Set the number of DTMF receivers which must be sufficient to address the following
conditions in an outbound call:
• Welcome message
• Wait queue
• Virtual message
In case of Proactive Contact with PG230RM:
• An inactive or non-existent DSP2 card configured as DTMF Receiver causes the DNC
opt-out feature to fail. This failure can be detected by the dialer only during runtime, and
it is logged subsequently. To procure additional DSP2 cards, contact Avaya Customer
Care.
• In case of virtual campaigns, you must keep the number of DTMF receivers equal to the
total number of outbound ports in the DNC opt-out enabled campaigns. In case of
outbound jobs, each call that plays the welcome message or wait queue message
requires a DTMF receiver resource for the duration of the message.
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Chapter 23: Maintaining and
troubleshooting servers
General troubleshooting
The references listed below contain general troubleshooting information.
Topic
Reference
Getting started with server
troubleshooting
TG: Getting started
Common problems
TG: Common problem resolution
Diagnostic gflowcharts
TG: Diagnostic flowcharts
HP resources
TG: HP resources for
troubleshooting
Avaya recommendation
Error messages:
• POST error messages and
beep codes (separate
alphabetical and numeric lists)
• Review beep codes. If
suggested action can be
accomplished, replace server.
• Event list error messages
• Memory: ensure that DIMMs
are installed correctly. Reseat
memory if necessary.
• Insight Diagnostics processor
error codes
Replacing external components
Use the checklist below to replace any of the following external server components:
Part number
Description
700501426
DL360G7 SRVR 146GB 10K SAS
2.5” HDD drive
Y
700501249
DL360G7 SRVR 146GB 15K SAS
2.5” HDD
Y
Hot-swappable?
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Maintaining and troubleshooting servers
Part number
Description
Hot-swappable?
700501314
DL360G7 SRVR 300GB 10K SAS
2.5” HDD
700501182
DL360G7 SRVR PWR SUP
460W HE
Y, if redundant
700501312
DL360G7 SRVR AC PWR SUP
750W
Y, if redundant
700501313
DL360G7 SRVR DC PWR SUP
1200W
Y, if redundant
Y
Note:
Hard disk drives and redundant power supplies are hot-swappable; you do not have to power
down the server. Replacing a power supply usually does not require removing the server from
the rack unless cables or other obstructions prevent removing and replacing the power supply.
No.
Task
Reference
Avaya recommendation
1
Power down server if
the part being replaced
is not hot-swappable.
MSG: Power down the
server
Determine whether the
replaceable component is hotswappable.
2
Slide the server out of
the rack if required to
access the part being
replaced.
MSG: Extend the server
from the rack
Check that the Cable
Management Arm (if present)
moves freely out of the way of
rear panel components.
3
MSG: Remove the server
from the rack
Replace the component:
• DL360G7 SRVR
146GB 10K SAS 2.5”
HDD
MSG: Removal and
replacement procedures >
SAS and SATA hard drive
• DL360G7 SRVR
146GB 15K SAS 2.5”
HDD
MSG: Removal and
replacement procedures >
Hard drive blank
• DL360G7 SRVR
300GB 10K SAS 2.5”
HDD
• DL360G7 SRVR PWR
SUP 460W HE
• DL360G7 SRVR AC
PWR SUP 750W
• DL360G7 SRVR DC
PWR SUP 1200W
4
Slide the server into the
rack (if slid out)
MSG: Removal and
replacement procedures >
Hotplug power supply
MSG: Removal and
replacement procedures >
Power supply blank
UG: Installing the server
into the rack
Ensure that the replacement
power supply matches the
specifications of the defective
power supply.
Check that the Cable
Management Arm (if present)
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Replacing internal components
No.
Task
Reference
Avaya recommendation
moves freely out of the way of
rear panel components.
5
Connect the power
cable(s) to the power
supply (if disconnected)
UG: Powering up and
configuring the server
6
Power up the server (if
powered down)
UG: Power up the server
Replacing internal components
Use the checklist below to replace any of these internal server components:
Part number
Description
700501424
DL360G7 DVD-RW DRIVE W/ BRKT
700501322
DL360G7 SRVR DUAL PORT 1GB NIC
700501425
DL360G7 SRVR FAN FRU
700501318
DL360G7 SRVR 2GB MEMORY DIMM
700501319
DL360G7 SRVR 4GB MEMORY DIMM
700501324
DL360G7 SRVR 650 MAH RAID BATTERY
Note:
Although not used frequently, Avaya customers are required to have a monitor, keyboard, and
mouse available for use by installation and/or servicing technicians.
No.
Task
Reference
1
Have the proper tools
MSG: Required tools
2
Observe safety warnings
TG:”Important safety
information
Avaya recommendation
MSG: Safety considerations
3
Power down the server
MSG: Removal and
replacement procedures >
Power down the server
4
Slide the server out of the MSG: Removal and
rack
replacement procedures >
Extend the server from the
rack
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Maintaining and troubleshooting servers
No.
Task
Reference
Avaya recommendation
MSG: Removal and
replacement procedures >
Remove the server from the
rack
5
6
Remove the cover
MSG: Removal and
replacement procedures >
Access panel
Electrostatic alert:
MSG: Removal and
replacement procedures:
Omit Steps 4 and 5 from
both procedures. You do not
need to remove the air baffle
or the BBWC battery pack.
Ensure that you are
properly grounded
before handling internal
components.
Replace the component:
• DL360G7 DVD-RW
DRIVE W/ BRKT
• DVD tray
• DVD-ROM or DVD-RW drive
• DL360G7 SRVR DUAL
PORT 1GB NIC
MSG: Removal and
replacement procedures:
• PCI riser board assembly
• Expansion boards
• PCIe riser board
Mark any cables connected
to the NIC and reconnect to
the same ports after the NIC
is replaced.
The NIC requires a half-HT
faceplate. You might need to
remove the full faceplate and
replace it with the half
faceplate, which requires a
crosshatch (Phillips)
screwdriver.
Note:
If adding a NICs:
populate PCI Slot 1
first, followed by Slot 2.
• DL360G7 SRVR FAN
FRU
MSG: Removal and
replacement procedures > Fan
module
Refer to the Systems Insight
Display LEDs to identify the
defective fan.
• DL360G7 SRVR 2GB
MEMORY DIMM
MSG: Removal and
replacement procedures >
DIMMs
Refer to the Systems Insight
Display LEDs to identify the
defective DIMM.
• DL360G7 SRVR 4GB
MEMORY DIMM
Caution:
When removing the air
baffle, ensure that the
RAID battery does not
fall out of its
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Replacing internal components
No.
Task
Reference
Avaya recommendation
compartment in the
baffle.
Caution:
Refer to the information
on the top of the air
baffle and inside cover
for correct DIMM
placement.
• DL360G7 SRVR 650
MAH RAID BATTERY
MSG: Removal and
replacement procedures >
BBWC battery pack or FBWC
capacitor pack
Caution:
Consult the internal
label with directions for
removing the air baffle.
Be careful that the
RAID battery does not
fall out of its
compartment in the
baffle.
To remove the cable from
the battery, gently rock the
connector back and forth
and free of the alignment
slots.
Caution:
When replacing the air
baffle and facing the
front of the server,
insert the left side into
the alignment slots,
then gently flex the
baffle so that the right
side slides into its
alignment slot easily.
DO NOT attempt to
force or pound the
baffle into place.
Caution:
DO NOT pinch the
battery cable when
replacing the air baffle.
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Maintaining and troubleshooting servers
No.
Task
Reference
7
Replace the cover
MSG: Removal and
replacement procedures >
Access panel
8
Slide the server into the
rack
RI-SR
9
Connect and secure the
power cords
GS: Connecting the Power
Cables
Avaya recommendation
Check that the Cable
Management Arm (if
present) moves freely out of
the way of rear panel
components.
GS: Securing the Power Cord
10
Power up the server
GS: Turning on the System
Contacting Avaya Services
Avaya provides a telephone number to report problems or to ask questions about your product:
• The support telephone number is 1–800–242–2121 in the United States.
• For additional support telephone numbers, see the Avaya Website: http://www.avaya.com/
support.
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Chapter 24: SNMP Configuration
Configuration
Important:
Due to security issues, SNMPv1 is not supported; however, SNMPv2 and SNMPv3 are
supported.
A working knowledge of SNMP, and managing security around it is a prerequisite before
configuring SNMP on a live system. This is assumed to be out of scope. Net-SNMP is used for
this purpose.
See manpages for snmp.conf snmp_config snmpd.conf snmptrapd.conf variables snmpd
snmptrapd and snmpbulkget snmpbulkwalk snmpcmd snmpdelta snmpdf snmpget snmpgetnext
snmpinform snmpnetstat snmpset snmpstatus snmptable snmptest snmptranslate snmptrap
snmpusm snmpvacm snmpwalk.
Configuring the dialer to monitor the switch alarms is a three-step process, with Step 0 being the
basic first step, and Step 1 and Step 2 mutually independent steps thereafter.
Listing of files and executables
Filename
Description
/opt/avaya/pds/bin
pg230AlarmMonitor
PG230 Alarm Monitoring daemon process
alarmd
Alarms daemon process
alarmadm
Alarms administration & reporting utility
mibadapter
PC MIB adapter
mibquery
PC MIB query process for NetSNMP agent's 'pass'
directive
/opt/avaya/pds/shell
init_pg230AlarmMonitor
Initialization & verification script for PG230 alarm
monitor
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SNMP Configuration
Filename
Description
init_alarms
Initialization & verification script for Alarm
Framework, and alarms daemon process.
Other
/opt/avaya/pds/config/snmp/pcmib_v1_1.mib
AVAYA-PROACTIVECONTACT-MIB file.
/opt/avaya/pds/ipc/pg230am.base
PG230 alarms database
Fetching alarms from the switch - configuring PG230
Alarm Monitor
The first step is to connect to the PG230 switch in order to fetch alarms. This will require
configuring the switch to allow an incoming connection for this purpose through its Host
Configuration in the System Configuration Menu. You must configure the Ethernet port 2051 on
the PG230 switch. The value for SWITCHALARMS in master.cfg is used for this purpose, with
its default value being 2051.
The binary pg230AlarmMonitor does this. You can just monitor the switch alarms and have
them logged locally, without populating the MIB or generating traps. It runs as a daemon, and can
be started/restarted/checked using the script init_pg230AlarmMonitor. It uses
SWITCHNAME and SWITCHALARMS parameters from master.cfg to connect to the dialer's
switch. It starts at bootup, and polls for the switch every minute in case of no connectivity.
Note:
If the master.cfg is modified for this purpose, the alarm monitor needs to be restarted to pick
the new parameters using command init_pg230AlarmMonitor -r.
To disable the alarm monitor, either set ENABLED=0 in init_pg230AlarmMonitor, or assign
nothing to SWITCHALARMS in master.cfg and run init_pg230AlarmMonitor -r.
Related links
Configuring port 2051 on the PG230 switch on page 388
Configuring port 2051 on the PG230 switch
About this task
You must configure port 2051 for using SNMP.
Before you begin
• Access to PG230 switch
• Client such as Putty for connecting to the PG230 switch
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Fetching alarms from the switch - configuring PG230 Alarm Monitor
Procedure
1. Login to the dialer as an admin user.
2. Telnet into the PG230 switch. For example on the system prompt type telnet switch1
and press Enter.
3. Enter the username and password for the PG230 switch and press Enter.
4. In the ADMINISTRATION MAIN MENU type B to select System Configuration Menu and
press Enter.
5. In the SYSTEM CONFIGURATION MENU type C to select Host Configuration and press
Enter.
You will see the configuration for ports 2048, 2049, and 2050.
6. Press Control + F to go to the next page.
7. Configure the Interface Ethernet for port 2051 as shown in the following image.
Related links
Fetching alarms from the switch - configuring PG230 Alarm Monitor on page 388
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SNMP Configuration
Configuring NetSNMP
About this task
Taking an example of an SNMP v3 user with name pc412ro, and another pc412rw with password
12345678, follow these steps:
Procedure
1. Run the command: su - sroot
2. Update /etc/firewall/conf/cs-rules.sh, adding the following lines before the
#Reject section: $IPTABLES -A INPUT -p tcp --dport 161 -j ACCEPT ,
$IPTABLES -A INPUT -p udp --dport 161 -j ACCEPT
service iptables restart.
3. To start snmpd at boot time, run the following command: chkconfig snmpd on
4. Update or create /etc/snmp/snmp.conf with the following entries:
# location of all the MIBs + pcmib_v1_1.mib
mibdirs +/usr/share/snmp/mibs:
mibdirs +/opt/avaya/pds/config/snmp:
# load the MIBs
mibs +ALL
mibs +AVAYA-PROACTIVECONTACT-MIB
5. Update /etc/snmp/snmpd.conf with the following entries:
rwuser initial
rouser pc412ro
rwuser pc412rw
createUser initial MD5 setup_passphrase DES
# invoke our script to serve requests for pcmib_v1_1.mib
pass .1.3.6.1.4.1.6889.2.40.1 /opt/avaya/pds/bin/mibquery
service snmpd restart.
6. Run the following commands to create a new user, and set the password:
snmpusm -v3 -u
create pc412ro
snmpusm -v3 -u
create pc412rw
initial -n "" -l authNoPriv -a MD5 -A setup_passphrase localhost
initial
initial -n "" -l authNoPriv -a MD5 -A setup_passphrase localhost
initial
snmpusm -v 3 -u pc412rw -n "" -l authNoPriv -a MD5 -x AES -X priv_passphrase -A
setup_passphrase \
localhost passwd setup_passphrase 12345678
Tests
You can run any or all of the commands listed below to test the setup:
snmptranslate -IR -On host
snmptranslate -IR -On mib-2
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Generating Traps
snmptranslate -IR -On pcmib1 -Tp | less
snmptranslate -m +AVAYA-PROACTIVECONTACT-MIB -IR -On pcmib1
snmpget -v 3 -u pc412ro -n "" -l authNoPriv -a MD5 -A setup_passphrase localhost
sysUpTime.0
snmpwalk -v 3 -u pc412ro -n "" -l authNoPriv -a MD5 -A setup_passphrase localhost .1 OnQ
snmpwalk -v 3 -u pc412ro -n "" -l authNoPriv -a MD5 -A setup_passphrase localhost
pcmib1 -OnQ
snmpwalk -v 3 -u pc412rw -n "" -l authNoPriv -a MD5 -A 12345678 localhost pcmib1 -OnQ
snmpset
-v 3 -u pc412rw
-n "" -l authNoPriv
-a MD5 -A 12345678 localhost \
apcDialerAlarmSeverity.15 s Clear
Generating Traps
Generating Traps
Traps will be generated every time an alarm is raised or cleared. For multiple occurrences of the
same alarm, a trap is not generated. The user name that is used for sending traps need to exist in
the NMS (or the running snmptrapd). It must be a read-only user on the NMS.
Configuring traps.cfg
To configure the traps.cfg file:
1. Update the nodes 'destination' in /opt/avaya/pds/config/alarms/alarmsconfig.xml with a command similar to the following:
snmptrap -v2c -c public localhost
snmpinform -v 3 -u pc412rw -a MD5 -A 12345678 -l authNoPriv localhost
2. Restart alarmd using the init_alarms -r command.
See man snmpinform or man snmpcmd for more options that can be necessary. You
must run the command until the following are added by the trap generation script:
• agent specification which is the remote SNMP entity to communicate with.
• System uptime
• Trap OID
• Other varbinds
3. Open port 162 in the firewall. Follow steps mentioned earlier in configuring NetSNMP, with
port 162. Check the same also on the NMS.
Tests
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SNMP Configuration
The traps can be tested using snmptrapd on the same box, or any other box that has the default
port 162 open. The following variable in the makefile sets the log level for a library or a binary, by
getting added to LOG_DEBUG:
• Create or update /etc/snmp/snmptrapd.conf with the following lines:
authCommunity log,execute,net public
createUser pc412rw MD5 12345678 DES 12345678
authUser log,execute,net pc412rw
• Run any of the following commands in another terminal on the local machine to view the
traps live on the screen:
snmptrapd
snmptrapd
snmptrapd
snmptrapd
snmptrapd
-Le
-Le
-Le
-Le
-Le
-f
-f
-f
-f
-f
-OX
# print in extended index format
-OS
# print MIB module-id plus last element
-OneQ
# print OIDs & enums numerically, with equals sign
-OneQs
# print only last symbolic element of OID
-OneQ 2>&1 | tr '\t' '\n'
• Wait for an alarm to be generated from the switch, or run the following command to manually
generate a trap:
snmptrap -v2c -c public localhost "" system.0
snmpinform -v 3 -u pc412rw -a MD5 -A 12345678 -l authNoPriv localhost 42 system.0
Known issues
SNMP WALK operations on the MIB are heavy; therefore, subscribing to notifications is the
preferred and optimal way to monitor alarms.
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Chapter 25: Overview of HALDAP
Background
Avaya Proactive Contact uses the Lightweight Directory Access Protocol (LDAP) when Avaya
Proactive Contact solution is deployed as Pool of Dialers (POD). In POD configuration, without
using LDAP, user accounts must be created on each of the dialers in the POD for the following
reasons:
• This is a manual process and can be error prone.
• It is possible that the users’ accounts get out of sync across POD dialers.
• There is a possibility that some users are added in a dialer in POD and are forgotten to be
added in other dialers in POD.
• It is also possible that the same user has different password on dialers in POD.
LDAP addresses all these problems by providing a single repository for user authentication which
is available over the network.
Note:
LDAP is mandatory in Avaya Proactive Contact release 5.1. Without using LDAP, POD
configuration or a standalone system is not supported by Avaya Proactive Contact.
LDAP can be installed on Standalone Dialer system, but LDAP does not provide any significant
value addition. Avaya Proactive Contact uses OpenLDAP version 2.4.23. Avaya Proactive Contact
does not support the use of existing third party LDAP implementation. Avaya Proactive Contact
supports OpenLDAP version 2.4.23 and High Availability feature via native support.
Architecture overview
The following diagram shows the overview of the High Availability LDAP configuration:
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Overview of HALDAP
With the solution shown in the previous figure, every dialer in the POD now hosts an LDAP server.
For every authentication attempt, locally configured LDAP is used. All LDAP servers are updated,
using synchronization replication software within OpenLDAP. If the local LDAP server is not
functioning, authentication fails over to the next available configured LDAP server. For a fourdialer POD, every dialer has a self-authentication and three available failover LDAP servers within
the POD.
LDAP replication
LDAP server contains Sync Replication engine known as syncrepl. Syncrepl uses the LDAP
Content Synchronization protocol (or LDAP Sync) as the replica synchronization protocol. Since
the replica synchronization protocol does not require a history store, the provider does not need to
maintain any log of updates it receives. Syncrepl supports both push and pull based
synchronization. Avaya Proactive Contact uses a push-based synchronization. This
synchronization is called refreshAndPersist mode of synchronization in OpenLDAP
documentation. In this mode, the provider keeps a track of the consumer servers that have
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Overview of the LDAP installation and configuration tools
requested a persistent search and sends them necessary updates as the provider replication
content is modified. In-depth information about replication is not included in this document. For
additional details on replication, see the OpenLDAP Web site http://www.openldap.org/doc/
admin24/guide.html.
Overview of the LDAP installation and configuration tools
The following scripts are provided for LDAP installation and configuration:
• ldap_install_features
• ldap_admin
These scripts are available in /opt/avaya/pds/shell directory and must be executed with
root privileges.
LDAP installation tool
Use the ldap_install_features script to install LDAP. The script has the following menu
items:
• 0 Exit
• 1 Help
• 2 Install LDAP
• 3 Turn On/Off LDAP Authentication
• 4 Test LDAP Installation
Install LDAP
• This menu option requires information about the certificate parameters and the domain name
to be used for LDAP.
• Domain name can be any unique string. LDAP uses this domain name internally and LDAP
has no connection with the domain name defined in /etc/resolv.conf.
• You must enter only a single word as the domain name, for example, avaya. The system
does not support entries such as rnd.avaya. .com is automatically added to the domain
name.
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• Script installs the LDAP binaries as well as performs the following actions:
- Generates Certificates
- Enables LDAP authentication
- Installs LDAP
Turn on/off LDAP authentication
This menu option allows user to switch between LDAP authentication and file based
authentication.
Test LDAP installation
This menu option verifies that various configuration files, certificates and so on are correct.
Optionally, the user can see the files that are modified while installing LDAP. This menu option is
typically used in conjunction with menu option 2. Install LDAP
LDAP administration tool
The ldap_admin script is used for configuring LDAP. It has the following menu items:
• 0. Exit
• 1. Help
• 2. Add/Delete LDAP Nodes
• 3. Add FTP User
• 4. Export LDAP db
• 5. Import LDAP db
• 6. Display LDAP Info
• 7. Start/Stop LDAP service
• 8. Synch FTP users
Add/Delete LDAP Nodes
This menu option is used for configuring replication and authentication failover.
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Add FTP User
Add FTP User
This option is used for adding an FTP only user to LDAP. Although the menu option is FTP user,
Proactive Contact does not support non-secure FTP access. Instead, this FTP user is allowed
secure FTP access to the Proactive Contact system. This FTP user is not allowed secure shell
access (ssh) and secure copy (scp) access. While adding FTP user along with the user name and
password, the administrator needs to select a tenant for which the user is created. In multitenancy, for each tenant, a separate jailed root folder is created. When the user logs in via sftp,
the user is restricted to as jailed root. A jailed root is when a user is locked within a certain
directory instead of being able to navigate freely to any directory. What the sftp session sees as /
is /opt/avaya/pds/xfer/public/public/<tenant name> on the dialer and this
path /opt/avaya/pds/xfer/public/public/<tenant name> is a symbolic link to /opt/
avaya/pds/xfer/public/public/<tenant ID>.
Due to multi-tenancy this option works on the secondary dialers of pod as well.
An FTP user created for a default tenant has access to the /opt/avaya/pds/xfer/public
folder on the dialer.
Export LDAP db
This menu option can be used to save the LDAP database in a text file. This menu option can be
used for taking a backup of LDAP database. This menu option can also be used when you migrate
your LDAP database to other machine.
Import LDAP db
This menu option is used to initially populate the LDAP database based on existing LDAP
database available in LDIF file format. The following points must be noted:
• This option will clean the existing LDAP DB, so the user must be careful when using this
option. Warning to this effect is displayed when the menu item is invoked and the user has an
option not to proceed.
• This menu option uses slapadd internally. This command does not perform any sanity
check on the input file provided. Therefore, the user must ensure that you point to the file
which:
- is not an empty file
- contains actual LDIF data
- contains exported LDAP database for the same domain, as your currently running LDAP
server. For example, if you have exported LDAP DB of domain1 and you try to import it to
LDAP server configured for domain2, the import operation will not be successful.
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• Do not import additional records to existing LDAP database. This menu option must not be
used for merging few records from other LDAP DB into already functioning or existing LDAP
DB.
• Errors from this operation are redirected to /opt/avaya/pds/account/ldap.err.
Display LDAP info
This menu option shows the following information about your LDAP configuration:
• Nodes configured for failover authentication.
• Nodes configured for replication.
• Status of LDAP server and whether it is functioning or not.
Start/Stop LDAP service
This menu option is used to toggle the status of LDAP service. It displays the current status of
LDAP server, and asks the users whether they want to change the status. For example, if the
server is functioning, the user can shutdown the LDAP server and vice versa.
Synch FTP User
The Synch FTP User menu option is used to synch FTP users if any of following criteria is met:
• Unable to use SFTP using FTP users created before upgrade.
• Unable to use SFTP to all secondary dialers newly added.
Note:
This needs to run on each dialer which causes problems to use SFTP for existing FTP users.
Installing LDAP on all dialers in POD using LDAP scripts
The following procedure explains the installing of LDAP on a fresh system of Proactive Contact:
Before you begin
1. Ensure that NTP is correctly configured. For more information, see Determine the domain
name that is to be used for this LDAP installation. on page 406.
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Installing LDAP on all dialers in POD using LDAP scripts
2. Ensure that DIALERID in master.cfg of each dialer in POD is unique. The default value
is set to 1. Unless the default value is manually changed, all the dialers in POD can
potentially have the same DIALERID value in master.cfg. This leads to problems during
replication.
3. Select single word as domain name, for example, Avaya. Names such as rnd.avaya must
not be used.
4. To disable password expiry, the PASSWDAGE parameter should be set to 99999, and not
to 0, in createop.cfg
About this task
Procedure
1. Log in as sroot user
2. Go to the shell directory using the # go shell command.
3. Run the ldap_install_features tool using the # ldap_install_features command.
4. Install LDAP using the menu option 2. Install LDAP.
• On the prompt the system displays Do you want to use default parameters
in /usr/share/ssl/openssl.cnf [Y/N] .Type Y. Users can configure their own
parameters by typing N.
• On the prompt, the system displays, Do you want to change the above
certificate parameters [Y/N] .Type N.
• On the prompt the system displays, Please enter domain name for LDAP. Enter
the domain name for LDAP.
Note:
Make sure that the domain name is the same for all the dialers in the POD. Domain
name is any unique string. This domain name is used internally by LDAP and has
no connection with the domain name defined in /etc/resolv.conf. Enter only a single
word as domain name, for example,avaya. Entries such as rnd.avaya must not be
used. LDAP installation adds “.com”.
• On the prompt the system displays, Do you want to change domain name [Y/N]:” Type
N.
• On the prompt the system displays,Do you want to proceed [Y/N] Type Y.
The script performs the following actions:
- generates Certificates.
- installs LDAP.
- enables LDAP authentication.
• On the prompt the system displays,Do you want to configure LDAP-HA now
[Y/N] Type N.
5. Test LDAP using the menu option 4. Test LDAP Installation.
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If LDAP is installed successfully, the system displays the message LDAP is properly
installed
6. On the prompt the system displays, Do you want to see the files modified by
the LDAP installation to verify [Y/N] . Type Y.
The system displays the information as follows:
1. Host entry in /etc/hosts
--------------------------------xxx.xxx.xxx.xxx hostname
--------------------------------2. IP entry in /etc/hosts.allow
--------------------------------slapd = xxx.xxx.xxx.xxx
--------------------------------3. Certificate : cacerts directory
--------------------------------1171259f.0
cacert.pem
--------------------------------4. Server certificate : certs directory
--------------------------------servercrt.pem
serverkey.pem
--------------------------------5. Certificate path in slapd.conf
--------------------------------TLSCACertificateFile /etc/openldap/cacerts/cacert.pem
TLSCertificateFile /etc/openldap/certs/servercrt.pem
TLSCertificateKeyFile /etc/openldap/certs/serverkey.pem
TLSVerifyClient never
--------------------------------6. ssl and port related parameters in /etc/ldap.conf
--------------------------------ssl yes
port 636
TLS_REQCERT never
--------------------------------7. Localhost entry in /etc/hosts
--------------------------------127.0.0.1
localhost
--------------------------------8. authconfig setting
--------------------------------USELDAP=yes
USELDAPAUTH=yes
--------------------------------9. LDAP-Replication configuration
--------------------------------ServerID 001
index entryCSN eq
index entryUUID eq
#mirrormode TRUE
overlay syncprov
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Configuring HA LDAP on the Primary dialer
syncprov-checkpoint 100 10
---------------------------------
7. Exit LDAP installation using the menu option 0. Exit.
8. Run the ldap_admin tool using the # ldap_admin command.
9. Verify LDAP server is running using menu option 6. Display LDAP Info.
The user sees the information similar to the following:
LDAP Node Configuration
=======================
Nodes configured
----------------------------------------------------------No. Node
IP
Local/Remote
----------------------------------------------------------1 hostname xxx.xxx.xxx.xxx Local
----------------------------------------------------------LDAP Replication Configuration
==============================
Server ID : 001
----------------------------------------------------------No.
Node
Syncrepl ID
-----------------------------------------------------------
LDAP service: UP
LDAP Service Status
=====================
Press Enter to continue...
10. Verify LDAP flag is set to YES in master.cfg. The getvar LDAP command must return
the output as YES.
Configuring HA LDAP on the Primary dialer
About this task
Procedure
1. Log in as sroot user
2. Navigate to the shell directory using the # go shell command.
3. Run the tool ldap_admin using the # ldap_admin command.
4. Add LDAP nodes by using the menu option 2. Add/Delete LDAP Nodes
a. To add the Secondary dialer node, select option 1 by using the menu option 1. Add.
b. On the prompt, the system displays, Enter host name of node. Enter the
secondary dialer hostname.
c. On the prompt, the system displays, Enter IP Address of xxxxxx. Enter the IP
address
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Overview of HALDAP
d. On the prompt, the system displays, Do you want to change? [Y/N] Enter N
e. On the prompt, the system displays, Do you want to copy the certificate?
[Y/N]. Enter Y.
f. On the prompt, the system displays, User Name. Enter admin.
g. On the prompt, the system displays Password. Enter the admin password
h. On the prompt, the system displays, Do you want to configure replication
for this node? [Y/N]. Enter Y.
i. On the prompt, the system displays, LDAP-HA/Replication is not properly
configured. Do you want to configure it now? [Y/N]. Enter Y.
5. Repeat step 4 for all the secondary dialers in POD
6. Use the menu option 0. Exit to exit out of adding a node menu
7. Ensure that the LDAP services are UP and the nodes contain the correct hostnames and
IP addresses.
8. Select the 6. Display LDAP Info menu option.
9. Repeat step 4 for adding all the other secondary dialer nodes.
10. After adding all the nodes, select the 7. Start/Stop LDAP service menu option to restart
the LDAP server.
11. Select the 0. Exit option to exit out of ldap_admin.
12. On the prompt, the system displays, Are you sure you want to exit? [Y/N].
Enter Y.
13. Select the 6. Display LDAP Info menu option of the ldap_admin script to verify that the
LDAP server is functioning.
Configuring HA LDAP on the Secondary dialer
Procedure
1. Log in as sroot user
2. Type the # go shell command to go to the shell directory.
3. Run the tool ldap_admin using the # ldap_admin.
4. Use the 2. Add/Delete LDAP Nodes menu option to add other dialers in the POD as
LDAP nodes.
a. To add the Secondary dialer node, select option 1 by using the 1. Add menu option.
b. On the prompt, the system displays, Enter host name of node. Enter the remote
dialer hostname.
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Testing High Availability functionality of LDAP
c. On the prompt, the system displays, Enter IP Address of xxxxxx. Enter the IP
address.
d. On the prompt, the system displays, Do you want to change? [Y/N]. Enter N.
e. On the prompt, the system displays, Do you want to copy the certificate?
[Y/N]. Enter Y.
f. On the prompt, the system displays, User Name. Enter admin.
g. On the prompt, the system displays, Password Enter the admin password.
h. On the prompt, the system displays, Do you want to configure replication
for this node? [Y/N]. Enter Y.
i. On the prompt, the system displays, LDAP-HA/Replication is not properly
configured. Do you want to configure it now? [Y/N]. Enter Y.
5. Repeat step 4 for all the secondary dialers in POD.
6. Exit out of adding a node menu by using the 0. Exit menu option.
7. Select the 6. Display LDAP Info menu option to ensure that the LDAP services are
functional and the nodes contain the correct hostnames and IP addresses.
8. Select the 7. Start/Stop LDAP service menu option, after adding all the nodes, to restart
the LDAP server.
9. Exit out of ldap_admin by selecting the 0. Exit menu option.
10. Select the 6. Display LDAP Info menu option of the ldap_admin script to verify that the
LDAP server is functioning.
Note:
Make sure replication is working correctly using instructions given in Verify whether
replication is working correctly on page 408. Once you have tested replication,
complete LDAP setup and configuration. For better results, ensure that on Secondary
dialer, the first remote node added is the Primary dialer of the pod. Then, add other
Secondary dialers in pod if it is a 4-Dialer pod. The replication related changes do not
take effect until LDAP server is restarted after adding all the nodes.
Testing High Availability functionality of LDAP
Procedure
1. Log in as sroot user on the primary dialer.
2. Type the # go shell command to go to the shell directory.
3. Type the # ldap_admin command to run the tool ldap_admin.
4. Use 7. Start/Stop LDAP service to stop the LDAP server
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5. Perform the ldapsearch procedure on the dialer.
Execute the # ldapsearch uid=joes command. The UID given in this command is an
example. When the local LDAP server is not functioning, and ldapsearch is successful, it
indicates that the search results are provided by another LDAP server.
6. Log in as user joes. When the local LDAP is not functioning, successful login ensures that
the authentication was provided by another LDAP server.
7. Use the 7. Start/Stop LDAP service menu option to start the LDAP server.
8. Perform steps 1 -8 on all the secondary dialers in POD.
Note:
Check if you need to perform any Post Installation steps. Refer to Post Installation on
page 407. This concludes LDAP setup and configuration on a new system.
Creating third party client users in LDAP
Procedure
1. Use the following template to create your own LDIF file and third party client users such as
NICE or Verint:
dn: uid=<USERNAME>,ou=People,dc=<DOMAIN>,dc=com
uid: <USERNAME>
cn: Test Server Client
objectClass: account
objectClass: posixAccount
objectClass: top
objectClass: shadowAccount
userPassword: <CLEARTEXT PASSWORD>
loginShell: /bin/false
uidNumber: <UID>
gidNumber: 102
homeDirectory: /home/pds_system
shadowLastChange: 14596
shadowWarning: 7
shadowMin: 0
shadowMax: 99999
gecos: <USERNAME> user
description: "<USERNAME> user
,
2. Replace all the instances of the text in all uppercase that are enclosed in the angled
brackets, with the actual values.
3. All other values remain the same.
4. To avoid identifying an unused UID, you must use a high value, such as 5000, to test the
availability.
$ ldapsearch uidNumber=5000
# extended LDIF
#
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Determining open LDAP version
#
#
#
#
#
LDAPv3
base dc=avaya,dc=com default with scope subtree
filter: uidNumber=5000
requesting: ALL
# search result
search: 2
result: 0 Success
Note:
This indicates that UID 5000 is not used; therefore, it can be used while modifying the
LDIF. For additional similar users, check if 5001, 5002 and so on are already available.
5. After modifying the LDIF file, run the following command as root to create the user in the
LDAP database:ldapadd -x -D "cn=Manager,dc=<DOMAIN> ,dc=com" -w
secret -f <FILENAME>.ldif
6. Replace <DOMAIN> and <FILENAME> with appropriate values.
For example, <DOMAIN>: Avaya <FILENAME>: ldapdb.ldif.
7. Ensure that the user is successfully added using the ldapsearch uid=<USERNAME>.
8. Replace the <USERNAME> with an appropriate value.
For example, ldapsearch uid=Jon
Determining open LDAP version
Output of the ldapsearch –VV command identifies the version of LDAP that is running.
Performing ldapsearch on the primary dialer
Procedure
1. Log in to the dialer as sysadm.
2. Add the agent login details using the Manage user account menu option in the
Administrator Main Menu.
For example, add the login name as joes.
3. Select the 2. Administrative tasks menu option.
The system displays the Administrative Tasks window.
4. Select the 2. Manage user accounts menu option.
5. Add a user login and track the required UID.
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6. Perform ldapsearch on the agent login created in the previous step.
7. Log in as sroot user.
8. Execute the # ldapsearch uid=joes command.
Performing ldapsearch on the secondary dialer
Procedure
1. Log in to the dialer an sroot user.
2. Execute the # ldapsearch uid=joes command.
If the LDAP server on the secondary dialer was not functional when you added the user,
restart the LDAP server on the secondary dialer. The time taken for replication depends on
the size of the LDAP database. If the ldapsearch command shows that the user is
available, then the user was replicated on the secondary dialer.
3. Repeat the test on the other secondary dialers in the POD.
Next steps
Perform the following steps to check if the replication is set correctly:
1. Run the ldap_admin command as root.
2. Use the 6 – Display LDAP Info menu option. The system displays the nodes that are
configured for replication.
3. If all other dialers in the POD are set for replication, then run similar tests on the other
dialers as well.
4. Check if the replication is set correctly after setting up LDAP servers on all the dialers and
configuring them for replication.
Synchronizing time on the dialers using ntp
Procedure
1. Ensure all the dialers in the POD are in same time zone.
2. Edit the /etc/ntp.conf file and ensure that the /etc/ntp.conf file contains the entry
for Time Server.
3. Restart NTP daemon after modifying the configuration.
Deleting local node
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Migrating to Proactive Contact 5.2
Procedure
1. Log in to the dialer as sroot user.
2. To add a remote node refer to Configure HA LDAP on the Secondary dialer on page 402.
3. Delete the local node.
Note:
You can only delete a local node if you have added a remote node.
Migrating to Proactive Contact 5.2
You must follow the migration instructions to migrate to Proactive Contact 5.2. For detailed
instructions for migration, see Migrating to Proactive Contact, 5.2, - Release Notes.
Post installation
The MAX_USERS in /opt/avaya/pds/config/createop.cfg parameter controls the
maximum number of users createop supports. Increase this value to an appropriate number based
on your requirement.
Verifying whether replication is configured correctly
Procedure
1. Run the ldap_admin command as sroot user.
2. Use the 6 – Display LDAP Info menu option.
The nodes that are configured for replication are displayed.
3. Check that all the dialers in POD are listed
4. Run similar test on the other dialers if all other dialers in the POD are set for replication.
Note:
The verification of whether replication is configured correctly must be done after:
• setting up LDAP servers on all the dialers
• configuring them for replication
Once the replication is configured correctly, check that replication is working correctly.
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Overview of HALDAP
Verifying whether replication is working correctly
When you execute the ldapsearch command to search for a specific UID, the system always
displays a response irrespective of whether the user was found or not. Failed ldapsearch
returns numResponses: 1, while successful search returns a higher number depending upon the
search criteria. Successful search returns the following details in output:
$
#
#
#
#
ldapsearch uid=agent1
extended LDIF
LDAPv3
base <dc avaya,dc=com>
default with scope subtree
# filter: uid=agent1
# requesting: ALL
#
# agent1, People, avaya.com
dn: uid=agent1,ou=People,dc=avaya,dc=com
uid: agent1
cn: Test agent1
objectClass: account
objectClass: posixAccount
objectClass: top
objectClass: shadowAccount
userPassword:: <encrypted password=""
shadowLastChange: 14676
shadowMax: 99999
shadowWarning: 7
loginShell: /bin/rbash
uidNumber: 105
gidNumber: 102
homeDirectory: /home/pds_agent
gecos: Test agent1
# search result
search: 2
result: 0 Success
# numResponses: 2
# numEntries: 1
/encrypted/dc
LDAP logs
LDAP Server (slapd) logs can be retrieved by running the grep slapd /opt/avaya/logs/
msgs command. Errors from Import LDAP DB operation are redirected to /opt/avaya/pds/
account/ldap.err.
Related links
“Failed to copy the certificate from the node” when adding node on page 409
“Server is unwilling to perform (53)” when executing ldap commands on page 409
Replication does not work on page 409
Deleted accounts do not replicate on page 410
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LDAP logs
dialerSM and bridgeSmEnf do not come up/Java process count is incorrect/password expiry
related errors seen in logs on page 411
Unable to log in to only one of the dialers in POD on page 411
User password expires everyday on page 412
“Failed to copy the certificate from the node” when adding node
This can occur if incorrect user name or password is provided or if there are network connectivity
problems between server running ldap_install_features and the remote node.
Related links
LDAP logs on page 408
Proposed solution
Procedure
1. Fix networking issue, if any.
2. Retry the Add node option with correct user name and password.
“Server is unwilling to perform (53)” when executing ldap
commands
This can occur when the LDIF file that is being used with LDAP commands like ldapadd is
incorrect. For example, if /etc/openldap/slapd.conf is configured for
dc=DOMAIN1,dc=com, and your LDIF file contains dc=DOMAIN2,dc=com, then your LDIF file is
not accepted by ldap commands.
Related links
LDAP logs on page 408
Proposed solution
Check the LDIF file to see if domain in the LDIF is same as that of /etc/openldap/
slapd.conf.
Replication does not work
Related links
LDAP logs on page 408
Proposed solution
• Ensure that time on all the machines in the POD is synchronized using the ntp command.
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• Ensure that all the dialers in the POD are using the latest version (2.4.23) of OpenLDAP. If
one of the Dialers is running older version of OpenLDAP, replication may not work. Use the
ldapsearch –VV command to determine the OpenLDAP version.
• Ensure that ServerID value in /etc/openldap/slapd.conf is unique across all the
dialers in POD. A common problem is that different dialers in POD have the same ServerID
set to 001. You must change this to the same value as DIALERID value in master.cfg
• When the LDAP server on any one of the dialers in the POD does not function, then, once
the LDAP server is functioning, it takes five minutes for the LDAP databases in all the dialers
in the POD to get synchronized.
• Check the network connectivity. If ping works, run the telnet <hostname> 636 command
to ensure that there is no firewall issue.
• If you get connection refused error, then the issue may be related to iptables.
• LDAP uses ports 636 and 389. Both these ports must be listed in /etc/firewall/
conf/cs-rules.sh file as ACCEPT.
Deleted accounts do not replicate
When the LDAP server on all the dialers in the POD is functioning, the delete operation is
reflected across all the dialers without any problems. Users may run into this issue only in case of
the following scenarios:
• LDAP server on one of the secondary dialers in the POD is not functional.
• An account is deleted from the Primary Dialer in the POD.
• LDAP server on the secondary dialer in Step 1 is started.
• The account that is deleted in Step 2 is still available on the secondary dialer.
This issue may happen because of a bug in the OpenLDAP server. For more information see,
http://www.openldap.org/its/index.cgi/Software%20Bugs?id=5843;selectid=5843.
Related links
LDAP logs on page 408
Proposed solution
The deleted account needs to be manually removed from the secondary dialer using the
ldapdelete command as root. For example, ldapdelete -x -D
"cn=Manager,dc=<DOMAIN>,dc=com" -w secret
uid=<USER_TO_DELETE>,ou=People,dc=<DOMAIN>,dc=com.
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LDAP logs
dialerSM and bridgeSmEnf do not come up/Java process count is
incorrect/password expiry related errors seen in logs
This errors can occur if PASSWDAGE parameter in /opt/avaya/pds/config/createop.cfg
was set to 0 when corba users were added.
Related links
LDAP logs on page 408
Proposed solution
Procedure
1. Stop all services on the dialer.
2. Delete all the corba users using the ldapdelete command.
3. Set the PASSWDAGE=99999 parameter in /opt/avaya/pds/config/createop.cfg.
4. Add all the corba users using the manage_corba_users –A –D <dialerid>
command.
5. Start all the services on the dialers.
To disable password expiry, the PASSWDAGE parameter must be set to 99999, and not to
0, in createop.cfg.
Unable to log in to only one of the dialers in POD
There can be an issue when user logins to only one of the dialers in POD fail, while logins to other
dialers in POD are successful. This may happen due to the following conditions:
• Dialer in question has network connectivity problems with other dialers in POD.
• Local LDAP server is not functional.
Related links
LDAP logs on page 408
Proposed solution
You must start local LDAP server using the 7. Start/Stop LDAP service menu option of
ldap_admin. You must also fix the networking issues so that:
• Local LDAP database can be synced with Primary Dialer.
• Other dialers can be used for authentication failover.
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Overview of HALDAP
User password expires everyday
This can occur if PASSWDAGE parameter in /opt/avaya/pds/config/createop.cfg was
set to 0 when the user was added.
Related links
LDAP logs on page 408
Proposed solution
Procedure
1. Delete all the users facing this issue using the createop –d <username> command.
2. Set the PASSWDAGE=99999 parameter in /opt/avaya/pds/config/
createop.cfg.
3. Add all the users again using the createop command.
To disable password expiry, the PASSWDAGE=99999 parameter should be set to 99999,
and not to 0, in createop.cfg.
Reference material
• See the Administrator Guide at http://www.openldap.org/doc/admin24/guide.html.
• See the common errors that are encountered when using OpenLDAP at http://
www.openldap.org/doc/admin24/appendix-common-errors.html.
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Chapter 26: Enhanced Access Security
Gateway
About Enhanced Access Security Gateway
Enhanced Access Security Gateway (EASG) is a challenge and response protocol that eliminates
the need for a shared password. EASG is supported by Avaya Services. The accounts that require
EASG authentication are the admin, craft and sroot accounts. Currently, Proactive Contact
provides sroot and admin accounts that are shared among Avaya Services, business partners,
and customers. Avaya Services periodically updates the passwords through a manual process
several times a year. Change of passwords is done by a personal visit to the customer site which
incurs significant costs. All the shared accounts do not provide the Services team the ability to
determine who made changes on the system. The shared accounts also prevent Avaya Services
from using other authentication technologies for Services access. To overcome the problems of
sharing passwords, you must implement EASG on Proactive Contact.
The following are the key points for EASG implementation:
• A single EASG RPM deploys all required files, such as scripts and product certificates, to
setup EASG.
• A single product certificate for Proactive Contact 5.2 is installed through EASG RPM
installation.
• Proactive Contact 5.2 uses the single EASG certificate, which is deployed during installation,
for all customers.
• The product certificate is always located at - /etc/asg/Product.p7b.
• EASG utilities have manual (man) pages that describe the EASG commands or utilities.
Verifying if EASG tools rpm is installed
Procedure
Run the following command to confirm if EASG tools rpm is installed:
$ rpm -qa | grep asgtools asgtools-pc-2-0.AV07
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Enhanced Access Security Gateway
Enabling EASG to service accounts
Before you begin
You must be logged in as an sroot user.
About this task
The EASGConfigure command does the following:
• Configures craft and sroot as EASG service accounts.
• Changes the access of the admin account by:
- Disabling SSH access to user admin by updating sshd_config.
- Restarting SSH daemon service.
- Disabling console access to user 'admin' by updating access.conf.
• Changes the access of the craft account by:
- Allowing the craft user to login as an admin user without requiring a password, by running
the command: $ sudo su - admin.
• Changes /etc/pam.d/system-auth.
• Copies /etc/pam.d/system-auth to /etc/pam.d/password-auth-ac.
• Enables EASG authentication.
Procedure
Run the EASGConfigure command to enable EASG authentication on the dialer.
For example, here is a sample output:
#root# /usr/bin/EASGConfigure
Log file - '/opt/avaya/logs/easg.log'. For details please follow the log file.
Executing "EASGConfigure "
Performing configuration changes for EASG...
Updated SSH config file
Disabled console access of "admin" user
Restarting SSHD daemon service
Stopping sshd:
[ OK ]
Starting sshd:
[ OK ]
Updating sudoers file
Updated sudoers file
Updated profile of "craft" user
Updated EASG system-auth configuration.
Updated EASG password-auth configuration.
Enabling EASG Authentication...
EASG Access is enabled. Performed by user ID: 'root', on Dec 13 2017 - 11:09
EASG Authentication is now enabled...
Completed configuration changes for EASG.
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Generating response
Generating response
Procedure
1. Use the global handle which has access to the EASG Web Mobile page, and log in to
https://sso.avaya.com.
2. To open the EASG Web Mobile page, open http://ssdp.dr.avaya.com/ASG_WebMobile/.
3. The dialer generates a challenge along with a Product ID, and prompts for a response.
4. Go to the EASG web page to see four text fields: Product ID, Login Name, Challenge, and
Key Version (0-3).
Key version has the default value as 0 and should remain 0 while generating the response.
5. Submit the EASG user name, Challenge and Product ID to the EASG Web Mobile web
page.
6. Copy the response and paste it in the session where you attempted to connect to the
dialer.
Logging in as an admin user
Before you begin
If you are using Putty to login remotely, you must use the Putty version greater than 0.63.
Procedure
1. Log on to the dialer as a craft user.
After the craft user is EASG authenticated, the user sees the following message:
You have logged in as "craft" user. If you want to continue to work as admin, do
"sudo su - admin".
2. Enter the command: $ sudo su - admin.
EASG utilities
The following are some of the EASG commands or utilities that are available:
• EASGConfigure - To configure EASG access on the dialer.
• EASGStatus - To display EASG status.
• EASGManage - To configure the enable or disable states of individual EASG users and of the
EASG module as a whole.
• EASGProductCert - To print details about the Product Certificate and also check for
Product Certificate expiration.
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Enhanced Access Security Gateway
• EASGSiteCertManage - To grant access to the machine by trusting Site Certificates.
You can use the man command to know more about these commands.
EASG log maintenance
EASG logs are available at /opt/avaya/logs/easg.log.
Additionally, if EASG is installed or disabled, it is also logged in the /opt/avaya/logs/
account.log file as a part of the account log.
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Chapter 27: Dynamic Logging
Logs prior to Avaya Proactive Contact 4.1.2
Logs are generated by various dialer processes that help in troubleshooting in the live
environment. Logs that are emitted on the dialer can be classified into two main types – account
and debug.
Account logs
All the logs that get placed in the /opt/avaya/pds/account directory, or those that are always
emitted without a need for a 'debug binary', can be collective termed as 'account logs'. These are
the logs that are the first reference point for troubleshooting any issue in the field. These logs do
not roll-over automatically, therefore, requiring a cleanup every mid-night.
Debug logs
All the logs that get placed in the/opt/avaya/debug directory or those that are only emitted
after replacing the binary with a 'debug binary' and thereafter exporting an environment variable
DBG_*, and restarting the process/system, can be collectively termed as 'debug logs'. These are
the logs that help clinch the root cause of the issue. Until now, this typically requires receiving a
debug binary on the same patch level as the original from the CPE team.
Dynamic logging from PC 4.1.2
Overview
In Proactive Contact 4.1.2, the traditional way of logging on the dialer as described above has
been discontinued. However, the character and distinction between the two types described above
have been retained. No log statements have been added or removed, but the way that they are
logged has been modified for the new strategy.
The new logging method has the following features:
• Syslog-NG is used for logging services.
• Linux utility 'logrotate' is used for rotation of logs.
• For every dialer process, a log level can be checked, set or reset at runtime, without process
stop/start, to get debug logs, using a new command line utility 'logadm'. There is no need to
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replace the binary, which nonetheless can be done if additional debug logs statements are
introduced, like in a hot diagnostic.
• All the logs can be viewed using a new utility 'logcat' that has a host of options to help get
logs of interest, or all of them, or continually trace them out.
• Debug logs from the libraries too can be controlled at runtime through the log level of a
process.
• Account logs are emitted at a log level of 5.
• Debug logs are emitted at a log level of 7.
• Default log level of every process is 6, so that account logs are always ON, and debug logs
OFF.
Syslog-NG using syslog-ng-3.0.5-1.rhel4
Syslog-NG is the new industry standard for logging, that addresses several shortfalls of the default
unix syslogd utility. On the Proactive Contact dialer server, Syslog-NG is used for logging by all the
dialer processes.
Note:
Syslog-NG is the replacement service for the default unix syslogd.
More details related to syslog-ng administration can be found online at http://www.balabit.com/dl/
html/syslog-ng-v3.0-guide-admin-en.html/bk01-toc.html.
Related links
Location of logs on page 418
Syslog Ng Configuration on page 419
Service Syslog Ng Status on page 420
Syslog-ng Initialization at Bootup on page 420
Location of logs
The new location of the logs is under /opt/avaya/logs directory, as the size of the partition is
~37G, facilitating the log rotation without having to move the typically huge files. After log rotation,
the files are renamed into the directory ./rotated-logs with a suffixed sequence number. This
location can be reached from anywhere on the dialer using the cd logs or go logs commands.
Note:
Note that typically you will not need to view the logs directly in this location. The new
command line utility 'logcat' has several options to trace, scan, view, search, and save desired
logs from any path. This utility searches for and presents logs from all relevant rotated files as
well.
This is a read only directory and the logs here must not be moved, deleted, or modified without a
syslog-ng reload. If required, the command rotate_logs -f can be run as root to force a log
rotation.
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Dynamic logging from PC 4.1.2
All account logs are now suitably tagged and placed in the account.log file. Whenever debug
logs are switched on for any process, its output is placed in the debug.log file. Other files that
are created are auth, cron, daem, kern, msgs, user, dynl and msgdump.log. Links
to /opt/avaya/logs are placed in/var/log,/opt/avaya/pds/account, and /opt/avaya/
debug.
Each log statement in account.log is tagged with the old filename under which the logs were
previously placed in the/opt/avaya/pds/account directory. For example: {account},
{mid_tier_log}, {soe_log}, {switch_log}, {sp_log}, {dialersa}, {dialersm}. As these tags can be
provided to logcat to view those specific logs. For example, logcat -a account, logcat -a
mid_tier_log, logcat -a soe_log, and so on.
Mar 25 03:01:38 pudslx09 porter[8092]: -07:00 2010 920 1 .pds v1| 0 {account} !!PORTER!
porter!!(null)!!porter 00 startup
Mar 25 02:59:58 pudslx09 serviceMonitor[6713]: -07:00 2010 793 1 .pds v1| 0
{mid_tier_log} !!LOGGER!/opt/avaya/pds/bin/serviceMonitor!!(null)!!1269511198|4|
pudslx09|SERVICEMONITOR|ServiceMonitor_Misalliance.cxx|6713|-1219421280||
GetProcStatus(): found 0 of SN_STATS_PUMP services running in the system
Mar 25 03:00:42 pudslx09 soe_routed[7877]: -07:00 2010 294 1 .pds v1| 0 {soe_log}
2010/03/25 03:00:42.294|event|low|router|7877|Messaging activated on pudslx09(154
soe_routed.c)
Mar 25 03:01:39 pudslx09 porter[8167]: -07:00 2010 213 1 .pds v1| 0 {switch_log}
Unknow!2010/03/25!03.01.39!(type=3,severity=3,subsys=6) Switch interface started,
device = Process ID 8167, mailbox id 0x0015002a.
Mar 25 03:02:29 pudslx09 statsPumpCtrl[9111]: -07:00 2010 193 1 .pds v1| 0 {sp_log}
logmsg: [ base configuration loaded from file /usr/java/j2re1.4.2_13/lib/
orb.properties ]
Mar 25 03:01:57 pudslx09 dialerSA[8253]: -07:00 2010 819 1 .pds v1| 0 {dialersa} !!
DSARequest::ReadData()!dialerSA!!(null)!!key=startCmd, value=$TAO_ROOT/bin/
Naming_Service -ORBEndPoint iiop://:$NSEndPoint/ssl_port=$NSSSLEndPoint -ORBUseIMR 0 ORBIMREndpointsInIOR 0 -o $TAO_DATA/ns_ior -p $TAO_DATA/ns_pid_file -f $TAO_DATA/
ns_persistent_file > /dev/null 2>&1 & sleep 5
Mar 25 03:01:42 pudslx09 dialerSM[8224]: -07:00 2010 729 1 .pds v1| 0 {dialersm} !!
RegisterSMM()!dialerSM!!(null)!!EventReceiver::Successfully register to SMM mailbox.
Since debug is typically run for just a few processes, their logs in debug.log can be searched by
PID, or process name itself, logcat --debug -P <PID>,, logcat --debug -p <processname>. This will
be further covered in the section on logcat below.
Related links
Syslog-NG using syslog-ng-3.0.5-1.rhel4 on page 418
Syslog Ng Configuration
The configuration file for the new syslog-ng is/opt/syslog-ng/etc/syslog-ng.conf. This
file is actually a soft link to /opt/avaya/pds/config/dynlog/syslog-ng.conf. As in the
config file, all account logs are emitted under syslog facility.severity of local0.notice, the debug
logs under local0.debug, and msgdump under local1.notice. New files are created as root/
pds_agent, 0644. The syslog-ng daemon supports a maximum of 2048 concurrent connections .
Logs are filtered using log levels. At system startup, a shared memory data structure is initialized
with a log level for every possible dialer process. The default log level for every process is 6. Thus,
account logs, that are emitted at LOG_NOTICE, that is 5, are always collected, and the debug
logs, that are emitted at LOG_DEBUG, that is 7, are not collected. To collect debug logs from a
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given process, set its log level to 7, and when done, reset it back to 6 (without restarting the
process).
After updating the syslog-ng.conf file, its syntax can be verified by running the following command
as root:
su - sroot
/opt/syslog-ng/sbin/syslog-ng --syntax-only
service syslog-ng reload
The list of default syslog files, and their contents are as follows:
/opt/avaya/logs/msgs
/opt/avaya/logs/auth
/opt/avaya/logs/cron
/opt/avaya/logs/daem
/opt/avaya/logs/kern
/opt/avaya/logs/mail
/opt/avaya/logs/user
/opt/avaya/logs/dynl
/opt/avaya/logs/msgdump.log
/opt/avaya/logs/debug.log
/opt/avaya/logs/account.log
messages
auth, authpriv
cron
daemon
kernel
mail
user
Processes dynamic logging configuration values
msgdump (use logcat -M ... for viewing)
debug log (use logcat -D ... for viewing)
account log (use logcat ... for viewing)
Related links
Syslog-NG using syslog-ng-3.0.5-1.rhel4 on page 418
Service Syslog Ng Status
The syslog-ng service starts up automatically at bootup. At any point of time, the status of the
service can be checked as root using the service syslog-ng status command, and if
required, can be restarted with the service syslog-ng restart command, or can be
reloaded with the service syslog-ng reload command.
A 'restart' will stop and start the service.
Note:
The logs can be lost for the period of time that the service was not available.
A 'reload', on the other hand, triggers syslog-ng.conf to be re-read without stopping the service,
with no loss of logs.
The service is automatically reloaded with the rotate_logs -f command, or when log rotation
kicks in through logrotate cron job, in order to notify syslog-ng to put the logs into a new file.
Theclear_all script calls rotate_logs -f, which in turn reloads the service.
Related links
Syslog-NG using syslog-ng-3.0.5-1.rhel4 on page 418
Syslog-ng Initialization at Bootup
The syslog-ng rpm installation will create appropriate links in/etc/rc.d to have the service
automatically restarted at bootup.
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Dynamic logging from PC 4.1.2
Note:
• In case of an unplanned server shutdown, like in case of loss of power supply, syslog-ng
can fail to remove its pid file (/opt/syslog-ng/var/run/syslog-ng.pid),
precluding its automatic startup. In this case, this pid file may need to be manually
deleted, and the service needs to be manually started. .
su - sroot
rm -f /opt/syslog-ng/var/run/syslog-ng.pid
service syslog-ng restart
service syslog-ng status
These steps are automated in the script 'init_syslog' that is invoked at bootup, and every
mts/pds check/stop/start to check the health of syslog-ng. It needs to be run under root
privileges.
sudo init_syslog
• In case the system time needs to be modified, it should be done as root, not sroot, since
the cron jobs and some dialer processes have a SETUID set for root. If this rule is not
followed then the logs can show discontinuous time.
• If any of the log files are manually deleted or overwritten, syslog-ng needs to be notified
about the change in node number of the destination through a reload using service
syslog-ng reload, or init_syslog -r.
Related links
Syslog-NG using syslog-ng-3.0.5-1.rhel4 on page 418
Syslog-Ng logrotate configuration
The linux utility 'logrotate' is used for rotation of the logs that get created by the dialer processes
using syslog-ng.
Cron Job
At the time of Proactive Contact installation, a cron job is added into root's crontab that invokes
logrotate every minute using file /etc/logrotate.d/syslog-ng.logrotate.conf. This file
is a link to the actual file at /opt/avaya/pds/config/dynlog/syslogng.logrotate.conf.
Configuration
The following is the default configuration for logrotate on the log files in /opt/avaya/logs:
File
files (MB)
account.log
6400
debug.log
4000
msgdump.log
1600
msgs
3100
the
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current
Note
rotations (n)
max each file (MB)
max all
1
7
800
A dialer usually creates 500MB/day.
1
4
800
This is only if debug is turned on.
1
1
800
Max space occupied now will be 1.6G
1
30
100
Undergoes rotation every night too, so
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below
auth
3100
cron
500
daem
500
kern
500
user
500
dynl
500
actual size of the file would be
the max that is allowed.
1
Total
20700
1
30
100
4
100
1
4
100
1
4
100
1
4
100
1
4
10
100
92
3100
• The rotated files are numbered from 1 to n from newest to oldest. This sequence of newer to
older in ascending order is always maintained, such that the oldest file gets deleted by falling
off the sequence.
• The moment the file size crosses the max for the given type, it qualifies for rotation.
• On rotation, the file is moved into ./rotated-logs, a suffix added, and syslog-ng reloaded to
now append logs to the newly created file. Note that until the time that syslog-ng is reloaded,
even after the file is moved into ./rotated-logs, new logs keep pouring in into that file.
• Log rotation forced using rotate_logs -f will also perform a syslog-ng reload.
• The files are retained in uncompressed form as they can still be used to view logs from, and
compression or decompression of such huge files can be very resource intensive, giving a
false sense of availability of space.
• If debug is turned on, the debug.log file could grow at a rate of tens of MB every second. For
this reason, the optimal time to check for rotation is every minute (*/1 * * * *).
• This default configuration should be modified as per the needs of a given customer, or as
needed for collecting a greater amount of debug logs.
Example
/opt/avaya/logs/*
{
rotate 12
size 800M
missingok
delaycompress
compress
olddir rotated-logs
sharedscripts
postrotate
/sbin/service syslog-ng reload
/opt/avaya/pds/shell/logmsg -p logrotate -a LogRotation "logrotate: Log
rotation performed for /opt/avaya/logs at $(date)."
date > /opt/avaya/logs/last
ls -ltrR /opt/avaya/logs >> /opt/avaya/logs/last
endscript
}
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Dynamic logging from PC 4.1.2
Setting log levels using logadm
Setting log levels using logadm
The {"logadm"} utility is used for all administration related activities with respect to logging. It
allows you to:
• Set the log level through scripts.
• Set the log levels by providing a file that contains the log levels of a desired set of processes.
• Query the current log level.
• Reset the log level to the previous setting after a duration.
It would be good to get familiarized to all the options it provides, and reach an optimal way of
using it. Either long or short options can be used. An exhaustive number of examples are listed
below the usage of the utility.
Syntax
logadm [-i
processname
Command name
Format
Description
-I
init
Initializes system for accessing
the log levels. Used with --file.
-N
deinit
De-initializes system and disables
the access to log levels.
-d
display
Displays current log level of all
the processes.
-f
file. <fname>
Parse log level from the file
<fname>. Used with: --init, --set or
--verify.
-s
set
When used with --file, sets the
levels.
-v
verify
Verify initialization, or file syntax
(with --file)
-p
process . <pname>
Operates in the context of
process <pname> only. Process
instance may be appended using
a ':n'. eg: '-p porter:0' for the first
instance of porter. Used with: -display, --level & --monitor.
-l
level <level>
Sets the log level of a given
process to <level>
killin
Table continues…
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Command name
Format
Description
-m
monitor
Spawns a thread to monitor level
for <pname>
-D
debug
Runs in the debug mode.
-q
quiet
Gives no output. Operation
results from the return value.
-h
help
Shows this usage.
Understanding dynamic logging
In dynamic logging, a shared memory data structure is used to maintain a map of log levels for
each process on the dialer. The identity of each process is a string that is internally passed to
DBGINIT(), with the DBG_ prefix removed. This may not be the process name. Hence, turning on
the debug logs also requires some knowledge of the internal implementation of the process.
Whenever each process starts up, it finds its own index in the data structure, fetches its own log
level, and then sleeps until it is notified of an update to the log level map. Thus, this shared
memory data structure should be initialized before the process starts up, failing which, the process
will use the default level of 6, and poll for the data structure to be created.
Turning on debug for a process dynamically is akin to replacing the binary with a debug one and
collecting debug logs. Multiple binaries are seldom replaced with their debug versions, therefore
you must be very careful as to not switch on debug logs for multiple processes the same point of
time. Like all debugging, this too will have an affect on the system performance.
Initialization of dynamic logging
Initialization of dynamic logging occurs at the time of bootup. Further, at every start/stop/check
mts/pds, it verifies the initialization, and if required, re-initializes it. This is done using the script
init_dynlog.
At bootup, thelogadm --init script is invoked through an /etc/init.d script to initialize this
data structure. The initial log levels come from the file /opt/avaya/pds/config/dynlog/
default-dynlog-levels.xml. Therefore, the actual invocation is:
logadm -i -f /opt/avaya/pds/config/dynlog/default-dynlog-levels.xml
Note:
If the file /opt/avaya/pds/config/dynlog/proc-list.txt is modified, then a manual
explicit re-initialization is required thereafter. Run the command init_dynlog -r, and verify
that the output of the same is as required.
Checking log levels
At any point of time, the following command lists the current log level of every process:
'logadm -d | less'
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Note that the log levels in the table are in hex. The output being put in less, one can easily search
for the process of interest. Other alternatives are:
logadm -d | grep <process>
In order to find the exact process identifier, searching in the output of logadm -d, is the best
way.
To get a list of all processes that have 'debug' switched on, run the logadm command:
$ logadm
========================================================================
#
LogLevel*
Symbol*
Depth
ProcessKey
Identifier
.-----------------------------------------------------------------------========================================================================
*
LogLevels & Symbols in HEX.
>>> Found '0' of '164' process keys with log-level >= '7'.
A count of the number of processes types that have 'debug' switched on, is presented at every
stop/start/check pds/mts:
$ check_pds
...
----------------------------------------------------------->>> Found '1' of '209' process keys with log-level >= '7'.
-----------------------------------------------------------...
Setting log levels
As mentioned earlier, knowledge of the string passed to DBGINIT() of the process is necessary.
The way to find the exact string is to look for it in the output of logadm -d. Once confirmed, the
current log level should be fetched, the level update to the desired, and rechecked. Here is an
example to start debug for opmon:
$ logadm -d | grep opmon
115
6
0
$ logadm -p opmon -d
Log level for 'opmon'
=>
0
=>
-
6 (0x6) [0:0]
$ logadm -p opmon -l 7
Log level updated for 'opmon'
$ logadm -p opmon -d
Log level for 'opmon'
opmon
=>
'6' to '7' (0x7) [0:0].
7 (0x7) [0:0]
$ logadm
========================================================================
#
LogLevel*
Symbol*
Depth
ProcessKey
Identifier
-----------------------------------------------------------------------115
7
0
0
opmon
========================================================================
*
LogLevels & Symbols in HEX.
>>> Found '1' of '164' process keys with log-level >= '7'.
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Note:
• Turning on debug for a process dynamically is akin to replacing the binary with a debug
one and collecting debug logs. As we seldom replace multiple binaries with their debug
versions, we should be very careful as to not switch on debug logs for multiple processes
the same point of time. This will definitely mar performance of the system, like all
debugging does. You may want to verify the processes set to log debug (having a log
level greater than 6):
logadm -d | less
init_dynlog -c
• Setting a log level of a process to less than 5 will disable their account logs too, resulting
in no logs being generated by the given binary.
• The life of this updated log level is until the next reboot, or until the next invocation of
init_dynlog -r, when the levels are reset from the default-dynlog-levels.xml
config file.
• Log levels of 7 to 16 will emit progressive greater quantity of logs for the processes
caller, dccserver and rtdataSvr. A level of 7 will have minimal impact on their
performance, and log volumes.
Updating log levels for multiple processes
The directory/opt/avaya/pds/config/dynlog has several samples xml files that show how
the configuration could be set. The easiest way to do is make a copy of default-dynlog-levels.xml.
Copy the line "<proc name="logadm" loglevel=" 6" />”, and change the name attribute to our
process of interest. More than one such lines could be added. The comment on the top, between
<!--' and '-->' shows how bits could be set for the libraries.
After this is done, verify the levels that could be set using that file, and set the levels.
logadm -v -f default-dynlog-levels-NEW.xml
logadm -s -f default-dynlog-levels-NEW.xml
Note:
• For any process that is not listed in the output of 'logadm -d', the '!!DEFAULT!!' level will
be used.
• If the file default-dynlog-levels.xml is updated, the resultant log levels from that file will be
set at every reboot, or every time that the command 'init_dynlog -r' is run.
Setting log levels for specific CALLER instance
Specific instances of caller processes can be placed into debug mode instead of all, by setting an
'identifier string' with the job name, or the PID of the caller process. When the caller starts up, it
matches its jobname/PID against this identifier, and if it matches, accepts the log level of 'caller'. It
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this does not match, the log level of 'caller' is not accepted. The identifier can be any standard
regular expression.
logadm -d -p caller
logadm -d -p caller:job1
logadm -d -p caller:job.*
# display level for caller
# display level for caller for job1
# display level for jobs matching 'job.*'
logadm -p caller -l 7
logadm -p caller -l 5
# turn on debug for all callers
# turn off debug for all callers
logadm -p caller:job1 -l 7
# turn on debug for caller, while
# setting caller identifier to 'job1'
# ie - place caller handling 'job1' in debug
logadm -p caller:nnnnn -l 7
# turn on debug for caller, while
# setting caller identifier to PID 'nnnnn'
# ie - place caller with PID 'nnnnn' in debug
logadm -p caller:job.* -l 7
# turn on debug for caller, while
# setting caller identifier to 'job.*'
# ie - place all callers handling jobs
# like 'job.*' in debug
logadm -p caller: -l 5
# unset the caller identifier, while
# also switching off debug for all callers
Setting log levels for specific AGENT instance
Specific instances of agent processes can be placed into debug mode instead of all, by setting an
'identifier string' with the agent ID, or the PID of the agent process. When the agent starts up, it
matches its agent ID/PID against this identifier, and if it matches, accepts the log level of 'agent'. It
this does not match, the log level of 'agent' is not accepted. The identifier can be any standard
regular expression.
logadm -d -p agent
logadm -d -p agent:ag1
logadm -d -p agent:ag.*
# display level for agent
# display level for agent id 'ag1'
# display level for agent ids matching 'ag.*'
logadm -p agent -l 7
logadm -p agent -l 5
# turn on debug for all agents
# turn off debug for all agents
logadm -p agent:ag1 -l 7
# turn on debug for agent, while
# setting agent identifier to 'ag1'
# ie - place agent with name 'ag1' in debug
logadm -p agent:nnnnn -l 7
# turn on debug for agent, while
# setting agent identifier to PID 'nnnnn'
# ie - place agent with PID 'nnnnn' in debug
logadm -p agent:ag.* -l 7
# turn on debug for agent, while
# setting agent identifier to 'ag.*'
# ie - place all agent with names
# like 'ag.*' in debug
logadm -p agent: -l 5
# unset the agent identifier, while
# also switching off debug for all agents
Note:
When using an agent ID to obtain logs from a specific agent, each newly logged in agent will
generate debug statements until the point of time that it comes to know the agent name. The
number of debug statements generated is proportional to the log level set for the agent binary.
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Setting log levels for specific PORTER instance
Specific instances of porter processes can be placed into debug mode instead of all, by setting an
'identifier string' with the port number. When the porter starts up, it matches its port number
against this identifier, and if it matches, accepts the log level of 'porter'. It this does not match, the
log level of 'porter'' is not accepted. The identifier can be any standard regular expression.
logadm -d -p porter:10
logadm -d -p porter
# display level for 'porter 10'
# display level for porters
logadm -p porter:10 -l 7
logadm -p porter:10 -l 5
# turn on debug logs for 'porter 10'
# turn off debug logs for 'porter 10'
logadm -p porter -l 7
logadm -p porter -l 5
# turn on debug for all porters
# turn off debug for all porters
logadm -p porter:1 -l 7
# turn on debug for porter, while
# setting porter identifier to '1'
# ie - place only 'porter 1' in debug
logadm -p porter:nnnnn -l 7
# turn on debug for porter, while
# setting porter identifier to PID 'nnnnn'
# ie - place porter with PID 'nnnnn' in debug
logadm -p porter:[1-9] -l 7
# turn on debug for porter, while
# setting porter identifier to '[1-9]'
# ie - place all porter on ports
# matching "[0-9]" in debug
logadm -p porter: -l 5
# unset the porter identifier, while
# also switching off debug for all porters
logadm -p porter -l 7
logadm -p porter:1 -l 7
# turn on debug for all porters
# turn on debug for the porter on port 1
Using export DBG along with the log levels
Exporting DBG_<ProcessKey> into the environment of the process allows it to further narrow
down the type of logs that are emitted by it.
For example: export DBG_dunup=2,3 limits the debug logs emitted by 'dispatcher' to the debug
areas of 2 and 3, when its log level is set to 7.
De-initializing dynamic logging
Warning:
Explicit de-initialization must not be performed.
It is best that the log levels be reinitialized using the following command:
# Verify dynamic logging
init_dynlog
# Re-initialize dynamic logging
# (de-initialize it, and then initialize it again using $VD/config/dynlog/default-loglevels.xml)
init_dynlog -r
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Collecting debug logs from the libraries
Debug logs can also be obtained from the libraries by turning on the correct bit for the libraries.
The lower 8 bits of the log level are reserved for the log level itself, and can be used to get
incrementally more logs. The bits 9 to 21 are reserved, and are used to switch on debug output
from the libraries that the processes bind to, as follows. Note that even after switching on the
library bits, a process will still need to be put into the debug mode by OR'ing the log level with 7.
oooo oooo oo11 1111 1111 111o oooo o111 (4193799 or 0x003ffe07)
|| |||| |||| ||| ^^^^ ^^^^
|| |||| |||| ||| Reserved for log levels.
|| |||| |||| |||
7 = Debug
|| |||| |||| |||
5 = Account
|| |||| |||| |||
|| |||| |||| ||\__ $((1<< 9)) - libcallsel
|| |||| |||| |\___ $((1<<10)) - libcorba
|| |||| |||| \____ $((1<<11)) - libcpp
|| |||| ||||
|| |||| |||\______ $((1<<12)) - libdsi
|| |||| ||\_______ $((1<<13)) - libdynlog
|| |||| |\________ $((1<<14)) - liblinux
|| |||| \_________ $((1<<15)) - libsoe
|| ||||
|| |||\____________ $((1<<16)) - libswif
|| ||\_____________ $((1<<17)) - libsysv
|| |\______________ $((1<<18)) - libui
|| \_______________ $((1<<19)) - libutil
||
|\_________________ $((1<<20)) - libutil++
\__________________ $((1<<21)) - libmembuf
libcallsel
519
libcorba
or
1031
libcpp
or
2055
libdsi
or
4103
libdynlog
or
8199
liblinux
or
16391
libsoe
or
32775
libswif
or
65543
libsysv
131079
libui
262151
libutil
524295
libutil++
1048583
libmembuf
2097159
or
Eg:
$(( 7 | ( 1 <<
9) ))
or
$(( 7 +
512 ))
$(( 7 | ( 1 << 10) ))
or
$(( 7 +
1024 ))
$(( 7 | ( 1 << 11) ))
or
$(( 7 +
2048 ))
$(( 7 | ( 1 << 12) ))
or
$(( 7 +
4096 ))
$(( 7 | ( 1 << 13) ))
or
$(( 7 +
8192 ))
$(( 7 | ( 1 << 14) ))
or
$(( 7 +
16384 ))
$(( 7 | ( 1 << 15) ))
or
$(( 7 +
32768 ))
$(( 7 | ( 1 << 16) ))
or
$(( 7 +
65536 ))
$(( 7 | ( 1 << 17) ))
or
$(( 7 +
131072 ))
or
$(( 7 | ( 1 << 18) ))
or
$(( 7 +
262144 ))
or
$(( 7 | ( 1 << 19) ))
or
$(( 7 +
524288 ))
or
$(( 7 | ( 1 << 20) ))
or
$(( 7 +
1048576 ))
or
$(( 7 | ( 1 << 21) ))
or
$(( 7 +
2097152 ))
or
logadm -p logadm -l $((7 | (1<<13)))
logadm -p logadm -l 8199
# DEBUG + libdynlog
<proc name="logadm" log-level="8199"/>
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logadm -p logadm -l $((7 | (1<<13) | (1<<19)))
logadm -p logadm -l 532487
# DEBUG + libdynog + libutil
proc name="logadm" log-level="532487"/>
Note:
• You must verify (and use) the string for name as it is shown in the logadm -d output.
These are the export DBG_.* strings, without the 'DBG_' prefix.
• You must not use shell arithmetic in an XML file.
• There is no bit for libenforcer and libdbg, which indicates that the logs emitted from these
libraries will continue to emit.
Collecting debug logs from a function call tree
For any debug enabled binary, debug logs can be collected exclusively from an individual function
call tree up to a given depth. Though all the binaries are built in 'release' mode, the symbols are
retained for this purpose, which can then be listed using the utility /usr/bin/nm, the '-C' option of
which will list their demangled names.
Selecting a symbol to obtain debug logs from needs insight into the implementation of a given
binary, and knowledge about the call tree covering the issue under investigation.
This feature is dependent on the system call backtrace:string(), and dladdr(), and their ability to
fetch the addresses of symbols on the stack. For some binaries, these system calls can not return
addresses for some of the symbols. They also do not provide addresses of static functions.
Hence, selection of the symbols for debugging should always follow a trial with the same in the lab
prior to setting it on a production box.
Eg: Debug function 'runForEternity()' in 'logadm':
# -----------------------------------------------------------------------------# Step 1 - FIND THE SYMBOL ADDRESS
# -----------------------------------------------------------------------------# .. by searching through the listing
$ nm -C `which logadm` | less
# .. by grepping for it
$ nm -C `which logadm` | grep runForEternity
08062e58 T dynlog::ProcessMon::runForEternity(void*)
# -----------------------------------------------------------------------------# Step 2 - SET THE SYMBOL ADDRESS
# -----------------------------------------------------------------------------# .. take the default call tree depth of 255
$ logadm -p logadm -a 08062e58 -l $((7 | (1<<13)))
Log level updated for 'logadm' => '8199' to '8199' (0x2007) [8062e58:255].
# .. keep the call tree depth to just 2
$ logadm -p logadm -a 08062e58:2 -l $((7 | (1<<13)))
Log level updated for 'logadm' => '8199' to '8199' (0x2007) [8062e58:2].
# -----------------------------------------------------------------------------# Step 3 - VERIFY WHAT YOU HAVE SET
# ------------------------------------------------------------------------------
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$ logadm
========================================================================
#
LogLevel*
Symbol*
Depth
ProcessKey
Identifier
-----------------------------------------------------------------------97
2007
8062e58
2
logadm
========================================================================
*
LogLevels & Symbols in HEX.
>>> Found '1' of '164' process keys with log-level >= '7'.
# -----------------------------------------------------------------------------# Step 4 - Reproduce the issue & collect logs.
# -----------------------------------------------------------------------------$ logcat -D -p logadm -c
..
$ logadm
Viewing logs using logcat
A new utility script logcat can now be used for viewing any kind of logs. It would be good to get
familiarized with all the options it provides, and reach an optimal way of using it. Either long or
short options can be used.
Note:
You cannot use the logcat utility to find /search logs inside cancel_logs. Note that the new
cancel_log file is created under the opt/avaya/logs directory.
Options:
Command
Command Name
-D
debug
Executes in the 'debug'
context, and not in the
default 'account' context.
-M
msgdump
Executes in the
'msgdump' context, and
not in the default
'account' context.
-d
date
Format
<date>
Description
Fetch all logs for the
specified date, formatted
as 'Mmm dd [yyyy]'. This
option with the current
date is the DEFAULT
option. To look for all
dates provide a *. (as d=* or "*" or '*').
Table continues…
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Command
Command Name
Format
Description
-s
start-date
<date>
Fetch logs since <date>,
given in format 'Mmm dd
[yyyy]' (inclusive). Logs
for the date must exist.
Verify using --list-dates.
-e
end-date
<date>
Fetch logs since <date>,
given in format 'Mmm dd
[yyyy]' (inclusive). Logs
for the date must exist.
Verify using --list-dates.
-c
trace
-l
tail
<Number>
Show last <number>
lines of logs.
-L
head
<Number>
Show beginning
<number> lines of logs.
This helps see log age.
-f
find
<String>
Search for specified
extended regex pattern.
-F
stop-find
<String>
Suspend search on
encountering the
specified extended regex
pattern.
-a
account
<String>
Fetch logs from a
specific account
-p
process
<String>
Fetch logs from a
specific process.
-p
pid
<Number>
Fetch logs from a
specific PID.
-H
host
<String>
Fetch logs from a
specific host.
-r
logroot
<String>
Specify alternate root
directory for log files.
DEFAULT='/opt/avaya/
logs'
-o
out
<String>
Append output to the file,
instead of presenting
them in a viewer by
DEFAULT. If file
extension is '.gz', it is
gzip'd.
v
version
Continuously trace logs
to STDOUT as they are
being generated.
Fetch version.
Table continues…
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Command
Command Name
Format
Description
V
verbose
Provide diagnostic
output from this utility.
Good to use as first
option.
h
help
Display usage.
Common searches
Command
Format
Description
--list-heads
List heads and tails of all
'relevant' files.
--list-accounts
List all 'accounts' that has logs
available.
--list-procs
List logs available by 'process'.
--list-dates
List all 'dates' that has logs
available. Overrides --date option.
--list-hours
List logs available by 'hour'.
--list-minutes
List logs available by 'minute'.
--list-seconds
List logs available by 'second'.
-S --log-stats
Show syslog-ng statistics. Use
with --tail/-l to scan last 'n' lines,
instead of the entire 'msgs'.
--agent
<string>
Search for an agent's login, and
then get all DEBUG logs for that
agent's PID.
--porter
<number>
Get all DEBUG logs from the
porter for the given port. Note that
port numbering is 0 based. This is
similar to running the following
three steps: $ logcat -f 'porter
<num> startup'# Noting down the
porter PID, and then$ logcat -D -p
<PID>
--caller
<string>
Get DEBUG logs from all callers
for the given job name.
This script internally uses SED to parse the logs and present those that are relevant. Several of
the options listed above can be logically combined to get the desired output. The output is
presented in 'less', which allows an efficient way of opening huge files, and has a powerful
interface that allows searching highlighting, moving screen fulls to the right using Right-Arrow, and
several other which can be viewed by pressing 'h'.
Note:
• By default, the logs are presented for only the current day. To search all logs, use the
option -d=*.
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• Complex queries in a huge amount of logs may take a while to present.
• The --process option takes the process identifier passed to DBGINIT(), and cannot
always be the same as the process name.
• Use the key combination of '-S' to toggle wrapping the text presented by logcat.
Example
The usage displayed by 'logcat -h' now lists a number of examples and the most usable navigation
keys of 'less', to provide a handy reference in the field.
•
logcat
•
logcat -a soe_log
•
logcat -a mid_tier_log -d=*
collected so far (could be last 12days).
•
logcat -p opmon -d=*
{switch_log} both, ignoring date.
•
logcat -P 18468
18468.
•
logcat -c
account logs. Run at startup.
•
logcat -d=* --list-heads
account log file.
•
logcat -D
•
logcat -D -d=*
Useful when you want to check if any
# View all account logs for the day.
# View {soe_log} for the day.
# View {mid_tier_log} from all the logs
# View logs from opmon in {account} and
# View logs only from process with PID
# Continuously trace live output from
# View first and last 12 lines from every
# View all debug logs for the day.
# View all debug logs on the system!
debug logs were ever collected.
•
logcat -D -d=* --list-heads
# View first and last 12 lines from every
debug log file collected.
•
logcat -v -D -d 'Oct 9'
# View debug logs for 'Oct 9', verbosely
displaying file selection and query criteria.
•
logcat -v -D -d 'Nov 9 2008'
# View debug logs for 'Nov 9 2008'.
•
logcat -D -c
# Continuously trace live output from the
debug logs.
•
logcat -D -c -p opmon
# Continuously trace live output from the
debug logs of process opmon.
•
logcat -D -p opmon -o ~/opmon.dbg.gz # Extract all debug logs for the process
opmon into the file, and gzip it.
Collecting logs using get_logs
The utility get_logs can be used to collect important setting on the system, and also to fetch
relevant logs. Standard gzip is used, which can compress text logs by around 95%. After that,
these logs can be extracted onto any directory on a lab dialer, and then viewed using logcat on
that dialer itself. The location of the new log files can be provided to logcat using its --logroot
option. In this case, logcat checks the logs in the context of the new location provided, not the
default on that dialer.
$ get_logs
Usage:
get_logs [ -n
'<timestamp>' | -c
| -t
| -a
| d
]
get_logs [ --newer-than '<timestamp>' | --current-logs | --today | --all | -dynlog ]
Creates a gzip'd tarball from the logs files, and system check.
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Newer
-
Current Today
-
All
-
f -ls'
Dynlog
-
Collect files modified since <timestamp>.
'find /opt/avaya/logs
-type f -newer <file-timestamp> -ls'
Collect 'non-rotated' files currently being logged into.
'find /opt/avaya/logs/* -type f -maxdepth 0 -ls'
Collect all files modified since midnight today.
'find /opt/avaya/logs
-type f -daystart -mtime -1 -ls'
Collect entire syslog, install logs, and core dumps.
'find /opt/avaya/logs /var/log/*-Install.log /opt/avaya/debug/core.* -type
Check current dynamic logging configuration. Always performed.
'check_dynlog'
FILE OUT => '/tmp/pds_logs_<HOSTNAME>_<TIMESTAMP>.tar.gz'
The script now has five options:
• The option --newer-than / -n allows collection of files modified after a specified timestamp.
This will allow a user to rotate_logs before attempting to reproduce an issue, and note the
time from when the logs should be fetched. Using this timestamp, all files that were updated
since then can be collected.
• The option --current-logs / -c allows collection only the 'current' set of logs, and ignore all
rotated files.
• The option --today / -t allows collecting all log files created 'today', including those that have
also undergone rotation. Ignore other rotated files.
• The option --all / -a allows collecting all log files created by syslog-ng, all installation log files
of the dialer, all core dumps.
• The option --dynlog / -d allows collecting only the configuration and directory listing related to
dynamic logging using check_dynlog. This has a special option that does only this when
used, however, this is also collected for all other options.
Use this utility to get log snapshots at various periods of time.
Dynamic Logging in Proactive Contact
Log configuration and collection
Prior to Proactive Contact Release 5.1.2, users collected logs using the get_logs tool. However,
the get_logs tool collected all the logs and users could not select specific logs. In Proactive
Contact Release 5.1.2 and later releases, users can capture specific logs or system details using
the following scripts:
• collect_logs
• get_info
• config_debug
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The collect_logs script
Users can use the User Interface (UI) provided by the collect_logs script to collect different
categories of logs from the system, including account log, debug log, msgdump.log, Linux msgs
logs, kernel log, cron log, and auth log. You can also use the UI to specify the duration and
location of the logs to be collected. For example, you can specify that collect logs from a particular
date till today, or collect logs only for current day, or collect logs only from the base directories. For
information on how to set the properties of the logs to be collected, see Specifying the properties
of the logs to be collected.
The get_info script
Users get a snapshot of system information including system model information, RAM, swap,
Linux version, network settings, Proactive Contact version and build information, patches installed,
and some additional basic information from the configuration. You can store the get_info output in
collect_logs or run get_info independently. For information about how to collect the system
information to be included in logs, see Collecting system information.
The config_debug script
Users can display, enable, and disable dynamic debugging on the system. For information about
how to specify the debug level in dynamic logging, see Setting the debug level.
Related links
Specifying the properties of the logs to be collected on page 436
Collecting system information on page 437
Setting the debug level on page 438
Specifying the properties of the logs to be collected
About this task
Use the collect_logs script to specify the categories of logs to be collected from the Proactive
Contact system. The collect_logs script also enables you to specify the duration and location of
the logs to be collected.
Procedure
1. Log in to the dialer as an admin user.
2. Run the collect_logs script from the /opt/avaya/pds/scripts directory.
The system displays the collect_logs screen, where you can choose the categories of logs
that you want to collect. The types of logs that you can collect from the system include
account log, debug log, msgdump.log, Linux msgs logs, kernel log, cron log, auth log, and
all logs.
3. Type the number of the type of log that you want to collect and then press Enter.
For example, if you want to collect cron logs, type 6 and then press Enter.
You can specify the number of various log types one by one.
4. Once you have completed your selection, type 9 and then press Enter.
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The system displays the screen where you can select the duration and location of the logs
to be collected.
5. Select the duration and location of the logs to be collected and then press Enter. The
options are:
• Logs Newer than a particular date
• Logs only from the /opt/avaya/pds/scripts base directory i.e. exclude any logs that
are rotated
• Logs only for today
6. Check the information that the system displays regarding your selection of the duration and
location of the logs to be collected.
The system displays the tar.gz file in the format: tmp/
pds_logs_<hostname>__YYYYMMDDHHmmSS.tar.gz.
7. Check that the system creates the tar.gz file in the /tmp folder.
The tar.gz file also contains the system_info_<hostname>__YYYYMMDDHHmmSS file,
which is the output of the get_info script. The get_info script runs implicitly with the
collect_logs script.
Collecting system information
About this task
Use the get_info script to collect the system information to be included in the logs. System
information includes system model information, RAM, swap, Linux version, network settings,
Proactive Contact version and build information, patches installed, and some additional basic
information from the configuration.
Procedure
1. Log in to the dialer as an admin user.
2. Run the get_info script from the /opt/avaya/pds/scripts directory.
The system displays a screen containing the Proactive Contact system information.
3. Use the space bar to navigate through the screens, or press Enter to move ahead lineby-line.
You can also use the up arrow and down arrow to move up and down on the screen.
The system displays the X-Y/Y (END) lines in the display bar when you reach the end of
the file.
4. Enter q to quit the file.
The system displays the End of getinfo message and specifies the location of the
output file generated. The system saves the output in the /tmp/
system_info_<hostname>__YYYYMMDDHHmmSS file.
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5. Check that the system creates the output file in the /tmp folder.
Setting the debug level
About this task
Use the config_debug script to display, enable, and disable dynamic debugging on the system.
Procedure
1. Log in to the dialer as an admin user.
2. Run the config_debug script from the /opt/avaya/pds/scripts directory.
The system displays the Debug Menu screen.
3. On the Enter your menu choice [1–5] prompt, type the debug level number that you want
the system to display and then press Enter.
The options are:
• [1] Display debug levels of ALL processes
• [2] Display and / or Disable debug for processes with level > 6
• [3] Display Library Debug Levels
• [4] Enable debug level for a process
• [5] Exit/Stop
4. To display the current debug level of all the binaries on the system, type 1 and then press
Enter.
a. Use the space bar to navigate through the screens, or press Enter to move ahead
line-by-line.
You can also use the up arrow and down arrow to move up and down on the screen.
The system displays the X-Y/Y (END) lines in the display bar when you reach the
end of the file.
b. To quit the file and come back to the main menu, type q.
5. To disable a debug level for any process, type 2 and then press Enter.
a. Type the name of the binary for which you want to disable debugging and press then
Enter.
b. To quit the file and come back to the main menu, type q.
6. To view processes for which debug is enabled, type 2 and then press Enter.
To quit the file and come back to the main menu, type n and then press Enter.
7. To display all the debug levels that exist in the library, type 3 and then press Enter.
To quit the file and come back to the main menu, type q or press Enter.
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Disabling Dynamic Logging
8. To enable binary level debugging, type 4 and then press Enter.
a. Type y.
The system displays all the binaries with serial numbers.
b. Type the serial number of the binary for which you want to enable debugging and then
type y to confirm the selection.
The system displays all the possible debug levels that can be set for the binary.
c. Type the appropriate debug level and then type y to confirm the selection.
The system enables the debug of the selected binary to the chosen level and provides
option to add another debug level.
d. (Optional) If you want to add another debug level for the selected binary, type add.
e. To quit the file and come back to the main menu, type 0.
Disabling Dynamic Logging
You can disable dynamic logging and revert the entire system to the older method of logging by
exporting PDSDynlogConfig into the execution context of the given process. This environment
variable carries a default value of 7, that is, the first 3 bits are ON. You can assign any value
between 0-7 to this variable depending on the your requirement.
MSGDU
MP
MSGDU
MP
MSGDU
MP
DEBUG
DEBUG
DEBUG
ACCOU
NT
ACCOU
NT
ACCOU
NT
PDSDyn Bit 3
logConfi
g
File
Syslog
Bit 2
File
Syslog
Bit 3
File
Syslog
0
Yes
Yes
1
Yes
Yes
2
Yes
ON
Yes
3
Yes
ON
Yes
Yes
ON
4
ON
Yes
Yes
5
ON
Yes
Yes
6
ON
Yes
ON
Yes
7
(default)
ON
Yes
ON
Yes
Yes
Yes
ON
Yes
Yes
ON
Yes
Yes
ON
Yes
Note:
If the system or a process is reverted to the older mode of working, creating file in account,
and debug, then a complete restart of the system or that process is necessary.
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To get debug logs under these circumstances, you must perform the following steps:
• Provide the new value of the environment variable PDSDynlogConfig to the process. It
needs to be correctly exported where it will be picked up by the process.
• Provide a suitable export DBG_<process id> .
• Set the process' log level to 7, using 'logadm -p <process name>-l 7'.
Exceptions
The exceptions are as follows:
• The log file /var/log/messages is now /opt/avaya/logs/msgs.
• The srt.log, enserver.log, cba.err, cba.log continue to remain at their previous location, that is
at /opt/avaya/pds/account and /opt/avaya/pab/log.
• For agent binaries, after log-level has been increased to 7, the logs start getting collected
only for the all new agents that login. An already logged in agent will need to re-login.
Known issues
The known issues are discussed in the following sections.
Impact on performance
Depending on the amount of logs that a given process generates, its performance can degrade.
Caution should be exercised when placing more than three processes in debug mode,
continuously monitoring the performance of the system. Placing the caller in debug mode, at log
level higher than 7, will generate a significant volume of logs, spiking CPU occupancy of syslog-ng
during that period, and affecting performance of other processes that are also emitting debug logs.
The ability to now selectively and dynamically get debug logs from a given process should be
exploited to save the system from onslaught of placing more than a very few processes in debug
mode.
Other issues
The other issues that can arise are as follows:
• The execution time for any process will increase in proportion to the rate at which it
generates the debug logs.
• Certain debug logs are generated through calls other than DBGWRITE(), or DBG*()
• These logs are not yet supported through Syslog-NG
• Those binaries that do not use DBG macros for their debugging will continue to function in
their old (pre-4.1.2) manner.
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Syslog server configuration
• Certain processes like statsPumpCtrl and hdcc put logs to STDOUT. These are then put to
syslog-ng through a utility logmsg. However, when this utility is used for piping logs to syslog,
the PID of the utility is used instead of the process, when it invokes logger for putting logs to
syslog. Thus they log with tags {sp_log} and {hdcc_log}. In order to have these logs go back
to their older locations, their output will need to be redirected to respective files through /opt/
avaya/pds/shell/mtscontrol.
• The binaries swif_dg[12] will log to syslog under the name SWID.
Syslog server configuration
You might require security events require to be captured as part of the logging and monitoring of
any application. You might also require that security event logs should not be overwritten or
modified. Proactive Contact Release supports storing of logs on an external syslog server and can
enable remote logging.
Avaya recommends that you configure only system logs such as kern, auth authpriv, cron, mail,
and emerg are supported. Configuring account and debug logs is not recommended since the
amount of logs is huge causing heavy traffic that might impact the server and network.
Syslog configuration is a very broad area and all the configuration supported by syslog is
automatically supported. You can use the available online documentation and create advanced set
of rules for logging. This document only explains the process of configuring remote logging so that
the logs from the remote server can be logged in the server.
Configuring the remote logging server
About this task
To enable remote logging, you must configure the machine that will receive the logs.
Procedure
1. Log in to the server as an admin user.
2. To enable syslog to receive logs from a remote machine, in the editor type /etc/
sysconfig/syslog and locate the SYSLOGD_OPTIONS=“” line.
syslogd uses configuration settings defined in the /etc/sysconfig/syslog and /etc/
syslog.conf files.
3. Type -r in the SYSLOGD_OPTIONS=“” line.
SYSLOGD_OPTIONS=“-r —m 0”
4. Change the iptables rulesets located at /etc/sysconfig/iptables to permit traffic on
UDP port 514, based on the following choices:
• If the server and client are on the same subnet then use the following command:
#root# iptables -I INPUT -p udp --dport 514 -j ACCEPT
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• If the server and client are on different subnets then use the following command:
#root# iptables -I INPUT -p udp --dport 514 -s <Client IP
address> -j ACCEPT
5. Restart the portmap services on the server, using the following command:
service portmap restart
6. Restart the xinetd services on the server, using the following command:
service xinetd restart
7. Restart the iptables services on the server, using the following command:
service iptables restart
8. Restart the syslog services on the server, using the following command:
service syslog restart
9. Verify that port 514 is open for listening, using the following command:
netstat -nulp
Configuring the remote logging client
Procedure
1. Log in to the server as an admin user.
2. To enable syslog to send logs to the server, in the editor type /etc/syslog.conf and
add the following line to the file:
*.* @<SERVER IP ADDRESS>
The above command instructs the client machine to redirect all the logs to the server.
3. Restart the syslog services on the server, using the following command:
service syslog restart
4. Restart the client server.
5. Restart the syslog services on the server, using the following command:
service syslog restart
For the other logs such as account.log or debug.log, you can add the patch directly
to /etc/syslog.conf and the same will redirected to the server.
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Syslog server configuration
Next steps
After setting up the client and the server system, the logs are written to the /var/log/messages
file on the server.
1. Verify that the logs from the remote server are written into the /var/log/messages files,
using the following commands
a. On the client, type logger hello.
b. On the server, type #root# tail —f /var/log/messages.
Disabling remote logging
Procedure
1. To disable remote logging on the server, you must modify the /etc/sysconfig/syslog
file on the server machine that receives the logs by performing the following steps:
a. Log in to the server as an admin user.
b. Open the /etc/sysconfig/syslog file.
c. Modify the SYSLOGD_OPTIONS= line to SYSLOGD_OPTIONS=-m 0.
d. Restart the syslog services using the following command:
service syslog restart
2. To disable remote logging on the client perform the following steps:
a. Open the /etc/sysconfig/syslog file in the editor and remove all the
modifications that you made in the syslog file when you were enabling the system as
a remote logging client.
For example remove the *.* @<SERVER IP ADDRESS> line.
b. Restart the syslog services using the following command:
service syslog restart
3. Restart the client server.
4. Restart the syslog services using the following command:
service syslog restart
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Troubleshooting
Not getting any logs
If you do not see the size of the file increasing in the/opt/avaya/logs directory, check whether
the syslog-ng service is running fine by using the following commands:
service syslog-ng status
service syslog-ng start
Sudden syslog-ng shutdown
In case of sudden server shutdown, such as in case of loss of power supply, syslog-ng fails to
remove its PID file (/opt/syslog-ng/var/run/syslog-ng.pid) before the automatic
startup. In this case, the PID file needs to be manually deleted, and the service needs to be
manually started. To remove the PID file and restart the syslog-ng service, run the following
commands:
su sroot
rm -f /opt/syslog-ng/var/run/syslog-ng.pid
server syslog-ng restart
server syslog-ng status
Logs with time out of sequence
In case, the system time needs to be modified, it must be done as root user, and not as an sroot
user. This is because the cron jobs and some dialer processes have a SETUID set for root. If this
rule is not followed, then logs can show discontinuous time. Therefore, after running the su sroot command, you must run the su root command before modifying the system date and
time.
Binary dumps core
If a binary dumps core, logs must be the last reference point for analyzing the root cause. The
primary focus must be at analyzing the core, or strace and pstack output. These two methods are
independent of the log statements in the binary, and hence are much more reliable and quick.
Analyzing core files
Avaya Proactive Contact installation adds an entry to /etc/rc.d/rc.local to populate /
proc/sys/kernel/core_pattern with the string /opt/avaya/debug/core.%e.%s.%p.%t
at every bootup. This will capture any core that gets created on the system, providing the
executable name, the signal that caused the core, the PID and the seconds since epoch.
PUDSLX09(admin)@/opt/avaya/debug [46]
$ ls -l core*
-rw------- 1 admin pds_system 2072576 Nov 13 18:23 core.statsPumpCtrl.
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11.29870.1258165387
PUDSLX09(admin)@/opt/avaya/debug [47]
$ date -d @125816538
Wed Dec 26 21:02:18 PST 1973
Use the PID and the timestamp to correlate events in account/debug that just preceded creation of
the core. If a hot fix or a hot diagnostic is planned, ensure that the symbols are not stripped. You
must view the core files dumped in /opt/avaya/debug. These must then be dissected using
GNU Debugger (gdb) after attaching the exact same binary that was provided to the customer.
For core files generated by stripped release binaries, symbol tables for the respective binary must
be attached to the core and then analyzed through the GNU Debugger (gdb). These symbol tables
are available in the 'debuginfo' rpms that are also generated at the time of the build. For all future
builds, these will be packaged on the Dialer ISO image in a new directory named .debug-info.
Using strace
strace is a useful diagnostic, instructional, and debugging tool. It is helpful in solving problems with
programs for which the source is not readily available since these programs do not require to be
recompiled in order to trace the problems. By tracing even ordinary programs, you can learn a lot
about a system and its system calls. Since system calls and signals are events that happen at the
user / kernel interface, a close examination of this boundary is very useful for isolating bugs,
checking sanity , and attempting to capture race conditions. See 'man strace'.
# It may be 'attached' to a running process using its -p option.
nohup strace -p `pgrep enserver` -o /unused/enserver.strace.`pgrep enserver` &
# to attach to all the porters
nohup strace -p $! -o /unused/porter.strace.$! &
# to trace only the signal related system calls
nohup strace -p `pgrep enserver` -o /unused/enserver.strace.`pgrep enserver` -e
trace=signal
# here is an example of a core created when getvar is not passed any parameter
strace getvar
Listing of all related files
Logs
Location of syslog created logs. This partition being ~37GB in size is the best bet to managing the
log files. The file/var/log/messages is now /opt/avaya/logs/msgs.
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logadm file
The location of logadm file is opt/avaya/pds/bin/logadm
$ logadm -h
Usage:
logadm [options] [optarg]
-i, --init
Initialize system for accessing log levels.
Used with --file.
Deinitialize system & disable access of log levels.
Last set level, or a level of 5 will be used when
the system is not initialized.
-N, --deinit
-f, --file
<fname>
-v, --verify
-s, --set
Parse log level from the file <fname>.
Used with: --init, --set or --verify.
Verify initialization, or file syntax (with --file).
When used with --file, will set the levels.
-p, --process <pname>
Operate in context of the process <pname> only.
An agent, caller or a porter identifier
may be appended after a ':'. To unset the identifier
use just ':', or the process name. A regex is allowed.
Used with: --display, --level & --monitor.
-l, --level
Set the log level of a given process to <level>.
<level>
-d, --display
Display current log level of all processes.
Use with --level to list a subset.
-a, --saddr <address>
Symbol address to filter debug logs from.
Depth of the call tree may be appended after a ':'.
Used with: --process. May be combined with: --level.
-m, --monitor
-D, --debug
-q, --quiet
Spawn a thread to monitor level for <pname>.
Run in debug mode.
Give no output. Operation result from return value.
-h, --help
Show this usage.
Examples:
1.
2.
logadm -i -f new-levels.xml
logadm -N
# initialize
# deinitialize
3.
4.
logadm -v -f new-levels.xml
logadm -s -f new-levels.xml
# verify file
# set levels from file
5.
6.
7.
8.
logadm -d | less
logadm -d -l 7
logadm
logadm -h
#
#
#
#
display all levels
display processes with log level >= 7
display processes with log level >= 7
show this usage
logadm
logadm
logadm
logadm
logadm
logadm
#
#
#
#
#
#
display
display
display
display
display
display
9.
10.
11.
12.
13.
14.
'ag.*'
15.
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-d
-d
-d
-d
-d
-d
-p
-p
-p
-p
-p
-p
opmon
porter:010
porter
agent
agent:ag1
agent:ag.*
logadm -d -p caller
level
level
level
level
level
level
for
for
for
for
for
for
opmon
porter:10
all porters
agent
agent id 'ag1'
agent ids matching
# display level for caller
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16. logadm -d -p caller:job1
17. logadm -d -p caller:job.*
# display level for caller for job1
# display level for jobs matching 'job.*'
18. logadm -p opmon -l 7
19. logadm -p opmon -l 5
# turn on debug logs for opmon
# turn off debug logs for opmon
20. logadm -p porter:010 -l 7
21. logadm -p porter:010 -l 5
# turn on debug logs for 11th porter
# turn off debug logs for 11th porter
22. logadm -p caller -l 7
23. logadm -p caller -l 5
# turn on debug for all callers
# turn off debug for all callers
24. logadm -p caller:job1 -l 7
# turn on debug for caller, while
# setting caller identifier to 'job1'
# ie - place caller handling 'job1' in
debug
25. logadm -p caller:nnnnn -l 7
debug
26. logadm -p caller:job.* -l 7
# turn on debug for caller, while
# setting caller identifier to 'job.*'
# ie - place all callers handling jobs
# like 'job.*' in debug
27. logadm -p caller: -l 5
# unset the caller identifier, while
# also switching off debug for all callers
28. logadm -p agent -l 7
29. logadm -p agent -l 5
# turn on debug for all agents
# turn off debug for all agents
30. logadm -p agent:ag1 -l 7
# turn on debug for agent, while
# setting agent identifier to 'ag1'
# ie - place agent with name 'ag1' in debug
31. logadm -p agent:nnnnn -l 7
# turn on debug for agent, while
# setting agent identifier to PID 'nnnnn'
# ie - place agent with PID 'nnnnn' in
debug
32. logadm -p agent:ag.* -l 7
# turn on debug for agent, while
# setting agent identifier to 'ag.*'
# ie - place all agent with names
# like 'ag.*' in debug
33. logadm -p agent: -l 5
# unset the agent identifier, while
# also switching off debug for all agents
34. logadm -p porter -l 7
35. logadm -p porter -l 5
# turn on debug for all porters
# turn off debug for all porters
36. logadm -p porter:001 -l 7
# turn on debug for porter, while
# setting porter identifier to '001'
# ie - place only porter '001' in debug
logadm -p porter:nnnnn -l 7
debug
38. logadm -p porter:00? -l 7
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# turn on debug for caller, while
# setting caller identifier to PID 'nnnnn'
# ie - place caller with PID 'nnnnn' in
# turn on debug for porter, while
# setting porter identifier to PID 'nnnnn'
# ie - place porter with PID 'nnnnn' in
# turn on debug for porter, while
# setting porter identifier to '00?'
# ie - place all porter on ports
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#
like '00?' (00[0-9]) in debug
39. logadm -p porter: -l 5
# unset the porter identifier, while
# also switching off debug for all porters
40. logadm -p porter -l 7
41. logadm -p porter:001 -l 7
42. logadm -p porter:001 -a 08057190
#
#
#
#
#
#
#
#
#
43. logadm -p porter:001 -a 08057190:0
<funcname>'
44. logadm -p porter:001 -a 0:0
45. logadm -p porter -l 7
45. logadm -p porter -l 5
turn on debug for all porters
turn on debug for the porter on port 001
turn on debug for the porter on port 001
and only for the call tree invoked from
symbol address 08057190 obtained using
'nm porter | grep <funcname>'
turn on debug for the porter on port 001
and only for the symbol address 08057190
obtained using 'nm porter | grep
# unset the symbol address & stack depth
# unset the porter selection identifier
# turn of debug for porter
.
[7.13.0x2000.0x6.0.1]
logcat file
The location of logcat file is /opt/avaya/pds/shell/logcat
You can use the following command:$ logcat --help
Avaya PC 'logcat' Ver 4.2.0.0.0601 Copyright (C) 2010, Avaya Inc. Search dialer logs, current and
rotated, with the following options, and present them for viewing using '/usr/bin/less -Jmn' (See
'man less', or 'h' while viewing)
Usage:
logcat [-v] [-D|-M] [-d|[-s ][-e]] [-c|-L|-l] [-a][-p][-P] [-o][-r] [-h]
logcat [ --list-heads | --list-accounts | --list-<TIME-OPTS> | --list-procs | -log-stats |
--agent <agent-id> | --porter <port-id> | --caller <job-id> ]
.
Options (may be combined):
-D --debug
context.
-M --msgdump
context.
-d --date
'Mmm dd [yyyy]
Execute in 'debug' context, not the default 'account'
Execute in 'msgdump' context, not the default 'account'
<date>
[hh[:mm[:ss]]]'.
This option with the current date is the DEFAULT option.
To look for all dates provide a *. (as -d=* or "*" or
'*').
-s --start-date <date>
[hh[:mm[:ss]]]'
-e --end-date
[hh[:mm[:ss]]]'
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Fetch all logs for the specified date, formatted as
<date>
Fetch logs since <date>, given in format 'Mmm dd [yyyy]
(inclusive).
Logs for the specified time should exist.
Fetch logs until <date>, given in format 'Mmm dd [yyyy]
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(inclusive).
Logs for the specified time should exist.
-c --trace
generated. Use ^C to stop.
-l --tail
<number>
-L --head
<number>
log age.
Continuously trace logs to STDOUT as they are being
-f --find
-F --stop-find
regex pattern.
<string>
<string>
Search for specified extended regex pattern.
Suspend search on encountering the specified extended
--account
--process
--pid
--host
<string>
<string>
<number>
<string>
Fetch
Fetch
Fetch
Fetch
-r --logroot
<string>
Specify alternate root directory for log files.
DEFAULT='/opt/avaya/logs'
-o --out
<string>
Append output to the file, instead of presenting them in
a viewer by DEFAULT. If file extension is '.gz', it is
-a
-p
-P
-H
gzip'd.
-V --version
-v --verbose
first option.
-h --help
--list-heads
Show last <number> lines of logs.
Show beginning <number> lines of logs. This helps see
logs
logs
logs
logs
from
from
from
from
a
a
a
a
specific
specific
specific
specific
account.
process.
PID.
host.
Fetch version.
Provide diagnostic output from this utility. Use as
Display usage.
List heads and tails of all 'relevant' files.
--list-accounts
--list-procs
List logs available by 'account'.
List logs available by 'process'.
--list-dates
--list-hours
--list-minutes
--list-seconds
List
List
List
List
-S --log-stats
Show syslog-ng statistics.
Use with --tail/-l to scan last 'n' lines, instead of
the entire 'msgs'.
--agent
<string>
logs for that agent's PID.
--porter
<number>
Note that
the following
--caller
<string>
logs
logs
logs
logs
available
available
available
available
by
by
by
by
'date'. Overrides --date option.
'hour'.
'minute'.
'second'.
Search for an agent's login, and then get all DEBUG
Get all DEBUG logs from the porter for the given port.
port numbering is 0 based. This is similar to running
three steps:
$ logcat -f 'porter <num> startup'
# Noting down the porter PID, and then
$ logcat -D -p <PID>
Get DEBUG logs from all callers for the given job name.
Navigation keys (less):
h
r
^R
-S
ESC-)
ESC-(
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^L
RightArrow
LeftArrow
Summary of less commands
Repaint screen
Toggle wrap text
Move half screen width right
Move half screen width left
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Dynamic Logging
e
y
f
b
^E
^Y
^F
^B
j ^N CR
k ^K ^P
^V SPACE
ESC-v
Forward
Back
Forward
Back
one
one
one
one
line
line
screen
screen
/<pattern>
><pattern>
n N
-G
-I
Search
Search
Repeat
Toggle
Toggle
forward
back
search
search highlighting
ignore case in searches
g
G
Go to first line
Go to last line
m<letter>
'<letter>
''
Mark the current position with <letter>.
Go to a previously marked position.
Go to previous position
<<command>
Execute a shell command
q
Quit
Note:
• The date and time comparisons are simple string comparisons.
• Default execution context is 'ACCOUNT' and for the CURRENT DATE. This can be
overridden using the --debug switch for debug logs, or --date for a given date.
• Multiple options can be combined, if logical and not mutually exclusive.
• If the start-date appears to be later than end date, then the start-date is considered to be
of the previous year. Use date related options to narrow down file selection for searches.
• Custom searches are exclusive, and should not be combined with other options. The
searches parse all the logs before presenting data.
• When logs are presented in 'less', you can search and scroll using standard vi
commands, and quit using 'q'. You can even switch on line numbering using '-N'. Press 'h'
for a summary of available commands.
Examples (only short options are shown here):
1. logcat
# View all ACCOUNT (loglevel 5) logs
for the CURRENT day.
2. logcat -a soe_log
# View {soe_log} for the CURRENT
day.
3. logcat -a mid_tier_log -d=*
# View ALL {mid_tier_log}
collected and available.
4. logcat -p opmon
# View CURRENT day's ACCOUNT log
from PROCESS opmon.
5. logcat -P 23456
# View CURRENT day's ACCOUNT log from
process with PID 23456.
6. logcat -a account -d 'jul 4'
# View {account} for 'Jul 4'.
7. logcat -a account -d '20100325'
# View {account} for 'Mar 25 2010'.
8. logcat -a account -d '3/25'
# View {account} for 'Mar 25' (1
day).
9. logcat -a account -d '3/25 10:00'
# View {account} for 'Mar 25' from
10:00 to 11:00 (1 hour).
10. logcat -a account -d '3/25 10:05'
# View {account} for 'Mar 25' from
10:05 to 10:06 (1 min).
11. logcat -s 'mar 25 10:00' -e 'mar 25 17:00' # View all ACCOUNT logs between
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the two timestamps.
12. logcat -v -s 'dec 31' -e 'jan 1'
# View query, date & file
selection in VERBOSE mode.
13. logcat -a soe_log -c
# TRACE continuously output from
{soe_log}. Press ^C to stop.
14. logcat --list-heads -D
# View 12 lines of head and tail of
CURRENT day's DEBUG logs.
15. logcat -D -P 23456
# View DEBUG logs from PID 23456.
16. logcat -D -p rtdm
# View DEBUG logs from PROCESS
'rtrm' (rtdataSvr).
17. logcat -D -p rtdm -P 23456
# View DEBUG logs from PROCESS 'rtrm'
when its PID was 23456.
18. logcat -D -p rtdm -d 'jul 4'
# View DEBUG logs from PROCESS
'rtrm' for 'Jul 4'.
19. logcat -D -p rtdm -c
# TRACE DEBUG logs from PROCESS
'rtrm'. Press ^C to stop.
20. logcat -c
# TRACE ACCOUNT logs currently
getting logged.
21. logcat -M -p opmon
# View MSGDUMP from PROCESS
'opmon'.
22. logcat --list-accounts
# REPORT log count for each
accounts.
23. logcat --list-procs
# REPORT log count for each
process in ACCOUNT.
24. logcat -r . -a soe_log -d 'jul 4'
# View {soe_log} for 'Jul 4', using
account.log files in current dir,
#
not at the default location of /opt/avaya/
logs. The '-r' option
#
expects files account.log, debug.log and ./
rotated-logs.
25. logcat -p opmon -d 'jul 4' -o ~/jul4.log
# Extract ACCOUNT logs from
'opmon' for 'Jul 4' into
#
the file ~/opmon-jul4.log. Do
not compress it.
26. logcat -a account -o ~/acct-today.gz
# Extract CURRENT day's {account}
logs from into the a file
#
and gzip it into ~/accttoday.gz
27. logcat -d 'Jul 4'
# Fetch all account logs for the
specific date.
28. logcat -a mid_tier_log
# Fetch all account logs for
'mid_tier_log' for the current date.
29. logcat -F '[Ee]rror|[Ff]ailed'
# Fetch all account logs for the day until encountering
the specified pattern.
30. logcat -s 'Jan 9' -e 'Jan 11'
# Fetch all account logs from
'Jan 9' until 'Jan 11'.
31. logcat -s 'jan 9 11:05' -e 'jan 9 12:30'
# Fetch all account logs from 'Jan 9
11:05' until 'Jan 11 12:30'.
32. logcat --list-dates -D -d '7/4'
# REPORT DEBUG log count for every
hour on 'Jul 4'.
33. logcat -S
# REPORT syslog-ng stats for the
CURRENT day from 'msgs'.
34. logcat -S -l 20
# REPORT syslog-ng stats for the CURRENT day from
last 20 lines of 'msgs'.
name
>):
35. To look for DEBUG logs for a specific agent (Similar to using --agent <agent-
^^^^^
$ logcat -f "Agent sign on, logon id = <agent-name>$"
for a given agent-name.
$ logcat -D -P <PID>
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# Grab the agent PID
# Look for logs from
451
Dynamic Logging
that PID in DEBUG.
36. To look for DEBUG logs for a specific caller handling the given job (Similar
to using --caller <job-name
>):
^^^^^^
$ logcat -f "Job <job-name> startup"
# Grab the caller
PID for a given job-name.
$ logcat -D -P <PID>
# Look for logs from
that PID in DEBUG.
num
>):
37. To look for DEBUG logs for a specific porter (Similar to using --porter <port-
$ logcat -f "porter 09 startup$"
PID for port 09.
$ logcat -D -P <PID>
that PID in DEBUG.
^^^^^^
# Grab the porter
# Look for logs from
-{logcat} Done.
</PID></port-num></PID></job-name></job-name></PID></agent-name></agent-name
logmsg file
The location of logmsg file is /opt/avaya/pds/shell/logmsg
This utility can be used from scripts to format the messages appropriately for logging to 'account'.
$ logmsg --help
Avaya PDS 'logmsg' Ver 4.2-01
Copyright (C) 2010, Avaya Inc.
Usage:
logmsg -a <account-name> -p <process-tag> [--follow-pipe]
Command line utility to log to syslog-ng in the Avaya Common Logging Format.
-a --account-name
account in each statement.
-p --process-name
process in each statement.
-d --debug
default account.
-f --follow-pipe
program output to syslog.
-h
-V
--help
--version
<account-name>
The string to be used for naming the
<process-tag>
The string to be used for naming the
Write to debug facility, instead of the
This option may be used to redirect a
Display usage.
Display version.
Examples:
-------1. tail -f /opt/avaya/account/sp.log | logmsg -p statsPumpCtrl -a sp_log -f
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2.
NameService
pipe
3.
${VOICEDIR}/bin/statsPumpCtrl -s $DBIP $CPATH $IORFILE
-ORBUseIMR 0 -ORBIMREndpointsInIOR 0
-ORBInitRef NameService=corbaloc:iiop:$NSHostName:$NSEndPoint/
| logmsg --process-name statsPumpCtrl --account-name sp_log --followlogmsg -p logrotate -a LogRotation "Logs rotated at $(date +%c)".
init_syslog file
The location of init_syslog file is /opt/avaya/pds/shell/init_syslog
This utility is run from init_dynlog at startup and at every stop/start/check pds/mts. It reports the
health of syslog-ng, and re-initializes it if run with '-r' option. It needs root permission to be run.
$ sudo init_syslog
Syslog-NG running OK.
$ sudo init_syslog -r
Stopping syslog-ng:
Starting syslog-ng:
Checking for syslog-ng service: 3429 running
Syslog-NG running OK.
check_dynlog file
The location of check_dynlog file is /opt/avaya/pds/shell/check_dynlog
This script can be used to fetch all relevant system level configurations and setting on the dialer
using a single command. It used with the '-c' option, it also checks for connectivity to
ftp.avaya.com. The utility 'get_logs -d' internally runs this script.
$ check_dynlog
............................................
/tmp/check_dynlog.20100415-205514.log.gz
init_dynlog file
the location of init_dynlog file is /opt/avaya/pds/shell/init_dynlog
This utility is run at startup and at every stop/start/check pds/mts. It reports the health of dynamic
logging data structures, and re-initializes it if run with '-r' option. It also reports the number of
process keys with debug turned on. It uses default-dynlog-levels.xml to initialize the log
levels.
$ init_dynlog
Syslog-NG running OK.
Dynamic logging verified OK.
----------------------------------------------------------->>> Found '1' of '209' process keys with log-level >= '7'.
------------------------------------------------------------
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Dynamic Logging
$ init_dynlog -r
Syslog-NG running OK.
Dynamic logging verified OK.
Dynamic logging initialized OK.
get_logs file
The location of get_logs file is /opt/avaya/pds/shell/get_logs
This script can be used to collect relevant logs on the system. If used with the -n option, it collects
only those log files that were modified since the given time.
$ get_logs
Usage:
get_logs [ -n
'<timestamp>' | -c
| -t
| -a
| d
]
get_logs [ --newer-than '<timestamp>' | --current-logs | --today | --all | -dynlog ]
Creates a gzip'd tarball from the logs files, and system check.
Newer
-
Current Today
-
All
-
f -ls'
Dynlog
-
Collect files modified since <timestamp>.
'find /opt/avaya/logs
-type f -newer <file-timestamp> -ls'
Collect 'non-rotated' files currently being logged into.
'find /opt/avaya/logs/* -type f -maxdepth 0 -ls'
Collect all files modified since midnight today.
'find /opt/avaya/logs
-type f -daystart -mtime -1 -ls'
Collect entire syslog, install logs, and core dumps.
'find /opt/avaya/logs /var/log/*-Install.log /opt/avaya/debug/core.* -type
Check current dynamic logging configuration. Always performed.
'check_dynlog'
FILE OUT => '/tmp/pds_logs_<HOSTNAME>_<TIMESTAMP>.tar.gz'
$ sudo rotate_logs -f
Reloading syslog-ng's
Reloading syslog-ng's
Reloading syslog-ng's
Reloading syslog-ng's
config
config
config
config
file:
file:
file:
file:
$ date
Thu Apr 15 20:56:25 PDT 2010
$ get_logs -n 'Thu Apr 15 20:56:25 PDT 2010'
Timestamp => 201004152056.25
............................................
/bin/tar: Removing leading `/' from member names
_______________________________________________________________
Contents:
-rw-r----- root/pds_agent 388 2010-04-15 20:56:33 opt/avaya/logs/msgs
-rw-r----- root/pds_agent 866 2010-04-15 20:56:27 opt/avaya/logs/account.log
-rw-rw-r-- admin/pds_system 30473 2010-04-15 20:56:37 tmp/check_dynlog.
20100415-205633.log.gz
_______________________________________________________________
File =>
Size =>
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Use 'logcat --logroot [...]' option to analyze on your dialer.
Tip: alias lc='logcat --logroot ./opt/avaya/logs', and use 'lc'.
rotate_logs file
The location of rotate_logs file is opt/avaya/pds/shell/rotate_logs
This utility can be used to check and perform rotation of logs if required. If used with the '-f' option,
it forces a rotation. It internally uses logrotate, and /opt/avaya/pds/config/dynlog/
syslog-ng.logrotate.conf.
$ sudo rotate_logs
$ sudo rotate_logs -f
Reloading syslog-ng's
Reloading syslog-ng's
Reloading syslog-ng's
Reloading syslog-ng's
config
config
config
config
file:
file:
file:
file:
find_hot_files
The location of find_hot_files is /opt/avaya/pds/shell/find_hot_files
At the time of installation of the dialer, a baseline registry is created for the binaries and scripts on
the dialer. This registry is updated with every patch that is installed. Once this is done, this script
can be used to quickly find out the binaries that have originated outside of official patches/
packages.
$ find_hot_files
Rogue files found: 0.
# If the check_dynlog was modified now:
$ find_hot_files
/opt/avaya/pds/shell/check_dynlog
Rogue files found: 1.
default-dynlog-levels.xml file
The location of default-dynlog-levels.xml file is /opt/avaya/pds/config/dynlog/defaultdynlog-levels.xml
logadm -v -f default-dynlog-levels.xml
To set the log levels, run either of the following commands:
logadm -s -f default-dynlog-levels.xml
init_dynlog -r
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Dynamic Logging
Structure of a dynamic logging configuration file (also listed in config/dynlog/dynlogconfig-readme.txt):
Nodes & Attributes
M/O (1)
# (2)
Description
Mandatory or Optional.
Number of times the
node may repeat per
file.
dynlog-levels
M
1
The ROOT node! Log
levels of all processes
will be reset to the
resultant of this file.
@ ver
M
1
Defines the version of
the config file. Current =
"2.0".
@ action
O
1
If 'update', the 'default'
node will not be
respected, and only
explicitly defined loglevel will be set. If 'resetall', levels of all the
processes with be
overwritten after parsing
the file completely,
taking the 'default' value
for missing procs. The
default value, if the
attribute is no present, is
'reset-all'. This value is
overridden to 'reset-all'
for initialization.
default
M
1
Defines the default log
level for processes not
listed in the file.
@ log-level
M
1
log-group
O
n
A number of log-group
nodes may be defined
that groups processes
for convenience.
@ name
O
1
The group may name
itself for easy
identification.
@ log-level
O
1
The group may define
the log-level for all it's
processes.
Table continues…
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Nodes & Attributes
M/O (1)
# (2)
Mandatory or Optional.
Number of times the
node may repeat per
file.
proc
O
n
Identifies processes in
the log-group's. Has to
be below a log-group.
@ name
M
1
Names the process.
@ log-level
O
1
Assigns the log-level to
the process.
@ identifier-regex
O
1
This is valid only for
'agent', 'caller' & 'porter'
processes. This allows
setting a regular
expression for selection
of individual instances of
agent, caller or porter
based on matching the
agent-id, job-name, or
port-number against this
identifier.
@ symbol-address
O
1
Allows one to define a
symbol address, to be
debugged. Debug logs
from all other symbols
will be filtered out.
@ stack-depth
O
1
Allows one to define the
depth of the call tree
from the defined symbol
address until which to
allow debug logs. Debug
logs from symbols at
greater depths are
filtered out.
instance
Description
NO LONGER
SUPPORTED. Use
identifier-regex for
selecting porter
instances.
proc-list.txt file
The location of proc-list.txt file is /opt/avaya/pds/config/dynlog/proc-list.txt
This file can be updated with the process-key for new processes to enable dynamic logging for
them.
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Dynamic Logging
syslog-ng.conf
The location of syslog-ng.conf file is /opt/avaya/pds/config/dynlog/syslog-ng.conf. It
is linked to /opt/syslog-ng/etc/syslog-ng.conf).
syslog-ng.logrotate.conf
The location of syslog-ng.logrotate.conf file is /opt/avaya/pds/config/dynlog/syslogng.logrotate.conf. It is linked to /etc/logrotate.d/syslog-ng.logrotate.conf
It is the configuration file for logrotate. You can modify the 'rotate'and 'size' parameters to alter the
amount of log created.
syslog-ng
The location of syslog-ng file is /opt/syslog-ng/sbin/syslog-ng.
It is the binary executable for the syslog-ng process.
syslog-ng.pid
The location of syslog-ng.pid file is /opt/syslog-ng/var/run/syslog-ng.pid
This is the syslog-ng PID file.
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Chapter 28: Resources
Documentation
The following table lists the documents related to Proactive Contact. Download the documents
from the Avaya Support website at http://support.avaya.com
Title
Description
Audience
Avaya Proactive Contact Overview
and Specification
Provides an overview of Avaya
Proactive Contact, the new features,
capacities and interoperability.
Business partners, Avaya
Professional Services, and
all customers.
Using Avaya Proactive Contact
Agent
Provides detailed description of
Avaya Proactive Contact Agent.
Agents of contact centers
and all customers.
Using Avaya Proactive Contact
Supervisor
Provides detailed description of the
Avaya Proactive Contact Supervisor
suite of applications.
Supervisors of contact
centers and all customers.
Planning for Avaya Proactive
Contact
Provides detailed description of the
planning process for Avaya
Proactive Contact.
Sales engineers, Avaya
Professional Services, and
design engineers.
Maintaining and Troubleshooting
Avaya Proactive Contact
Provides detailed information about
hardware and software maintenance
of Avaya Proactive Contact.
Avaya Professional Services
and business partners.
Avaya Proactive Contact Safety and
Regulatory Information
Provides information about safety
regulations.
Avaya Professional Services
and all customers.
Administering Avaya Proactive
Contact
Provides detailed information about
the operation of the Avaya Proactive
Contact system through a Linuxbased menu.
Administrators, design
engineers, and business
partners.
Avaya Proactive Contact Software
Technical Reference
Provides detailed information about
the binaries, scripts, and
configuration files of Avaya
Proactive Contact.
Avaya Professional Services
and business partners.
Finding documents on the Avaya Support website
About this task
Use this procedure to find product documentation on the Avaya Support website.
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Resources
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, enter your username and password and click Login.
3. Put your cursor over Support by Product.
4. Click Documents.
5. In the Enter your Product Here search box, type the product name and then select the
product from the drop-down list.
6. If there is more than one release, select the appropriate release number from the Choose
Release drop-down list.
7. Use the Content Type filter on the left to select the type of document you are looking for,
or click Select All to see a list of all available documents.
For example, if you are looking for user guides, select User Guides in the Content Type
filter. Only documents in the selected category will appear in the list of documents.
8. Click Enter.
Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com
Enter the course code in the Search field, and click Go to search for the course.
Course code
Course title
1C00010W
What's New with Proactive Contact 5.1
AVA00989H00
Avaya Proactive Contact 5.0 Basic System Supervisor
AVA00990H00
Avaya Proactive Contact 5.0 Advanced System Supervisor
AVA01013WEN
Avaya Proactive Contact Solutions 5.0 Overview - Assessment
Viewing Avaya Mentor videos
Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
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Support
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the website.
Note:
Videos are not available for all products.
Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.
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Index
Special Characters
(Spectrum)
application telescript examples ...................................190
A
about QDTC2 card ...............................................................98
Access Server ....................................................................339
activating license entitlements ............................................. 50
activating the card ..............................................................103
add a QDTC2 card .............................................................101
Adding entry to dgswitch.cfg ......................................133, 298
Administrator console .......................................................... 27
advantages of QDTC2 ....................................................... 101
AES ......................................................................................47
AES server
configure .....................................................................132
AGENT, PC-AGENT, AGENTAPI .........................................68
AGENTAPI ........................................................................... 70
Agent API guide .................................................................283
agent binary ......................................................................... 68
agent blend ........................................................ 159, 162, 315
Agent Blend
Avaya Aura Contact Center ................................ 161, 316
Avaya Aura Contact Center configure for ........... 161, 317
Predictive ....................................................................341
agent blending
and ACDs ................................................................... 346
configure with CTI .......................................................146
CTI domains ............................................................... 148
logins .......................................................................... 349
set up Spectrum job ....................................................193
Agent Blending .................................... 34, 176, 307, 310, 341
agent login .................................................................. 349
agents, calls, and log ins for PINNACLE 5ESS ..........175
Agents, calls, and log ins for Spectrum ...................... 185
application telescript examples for Spectrum ............. 190
application telescripts for Spectrum ............................189
application with TL1 commands for Spectrum ............190
Aspect CallCenter .......................................................167
Avaya Aura Contact Center ........................ 164, 166, 321
calls, events and logins for Aspect CallCenter ........... 169
Communication Manager ................................... 155, 157
Communication Manager configure for ...................... 156
configure Aspect CallCenter for ..........................167, 170
configure groups for Aspect CallCenter ......................169
configure PINNACLE 5ESS for .................................. 177
configure ROLM 9005 for ........................................... 183
configure Spectrum Transaction Link ......................... 186
configure the PDI III card to support Spectrum
Transaction Link ......................................................... 187
defineagent groups for Spectrum ............................... 188
July 2018
Agent Blending (continued)
domain group ..............................................................348
inbound calling ............................................................346
Outbound Agent Blending .......................................... 345
PINNACLE 5ESS ....................................................... 175
Proactive Agent Blending ........................................... 345
Rockwell Spectrum .....................................................184
ROLM 9005 agents, calls, and log ins for ...................180
ROLM 9005 domains for ............................................ 181
ROLM 9005 installation .............................................. 178
ROLM 9751 CBX (ROLM 9005) ................................. 178
setup ...........................................................................340
set up PINNACLE 5ESS for Agent Blending .............. 176
set up ROLM 9005 for ................................................ 179
set up the Spectrum for configuration with ................. 184
Spectrum, create an application telescript with ICS ... 189
Spectrum COS ........................................................... 188
verify hunt group configuration for ROLM 9005 ..........184
agent delivered messages ...................................................34
agent groups
Aspect CallCenter and Agent Blending ...................... 169
agent groups (Spectrum Agent Blending)
define ..........................................................................188
agent keys ......................................................................... 238
adding .........................................................................239
create ..........................................................................201
agent login IDs and skills for Agent Blending
configure .....................................................................129
agents, calls, and log ins
Agent Blending and PINNACLE 5ESS ....................... 175
ROLM 9005 and Agent Blending ................................180
Spectrum and Agent Blending ....................................185
agent session
configure timeout ........................................................ 361
agent stations (Communication Manager)
configure .....................................................................126
agent super groups ............................................................169
Agent workstation ................................................................ 27
configure for use with Citrix ........................................ 330
agent workstations
configure .....................................................................330
specifications ................................................................ 42
agent workstations (terminal server attached)
configure .....................................................................331
ANI outpulse
configuring .................................................................. 361
ANI support ..........................................................................33
announcement boards ................................................... 46, 47
Anti-virus software ............................................................. 331
application
create with TL1 commands for Spectrum Agent
Blending) .................................................................... 190
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Index
Application Enablement Services (continued)
configure server ..........................................................132
Application Enablement Services (AES) ..............................30
application telescript
create with ICS (Spectrum Agent Blending) ............... 189
examples (Spectrum) ................................................. 190
Application telescripts (Spectrum Agent Blending) ............189
ARS ..................................................................................... 34
configure .....................................................................128
ASA domain group
parameter values ........................................................343
Aspect CallCenter
Agent Blending ........................................................... 167
calls, events and logins for Agent Blending ................169
configure for Agent Blending .............................. 167, 169
configure for Agent Blendng ....................................... 170
Outbound Agent Blending domain group ................... 174
Predictive Agent Blending .......................................... 172
automate tomcat startup .................................................... 265
Automatic Call Distribution .................................................307
automatic route selection (outbound)
configure .....................................................................128
Auto Route Selection (ARS) ................................................ 34
AUTOWRAP ........................................................................ 33
Avaya Aura Contact Center ....................................... 159, 315
Agent Blend ........................................................ 161, 316
Agent Blending ........................................................... 166
configure for Agent Blend ................................... 161, 317
configure for Agent Blending .............................. 164, 321
Avaya Communication Manager ..........................................30
Avaya IQ integration .......................................................... 303
Avaya licensing .................................................................... 50
Avaya Proactive Contact
overview ....................................................................... 18
Avaya Services .................................................................. 386
B
backward compatibility .........................................................21
beep detection ..................................................................... 34
Binary files ......................................................................... 301
C
call classification ............................................................ 46, 47
calling
cell phone number ........................................................ 39
calling list
calllistapp.tbl file structure .......................................... 203
create ..........................................................................197
edit defaults ................................................................ 198
environment components ........................................... 194
Calling list details ............................................................... 199
calling lists
environment ................................................................194
list#.upld file ................................................................209
listnamednld file ..........................................................204
July 2018
Calling lists
download lists ............................................................. 197
master.cfg ................................................................... 197
uploads lists ................................................................197
Callsel report
configure .....................................................................363
Card Indicators .................................................................. 100
card parameter description ................................................ 106
card upgrades with QDTC2 ................................................. 99
certificates on the agent workstation ................................... 72
certificates on the dialer .......................................................71
certificates on the supervisor workstation ............................71
changing boot order .............................................................93
checklist
CS 1000 ......................................................................324
Class of Restriction (COR) .................................................. 34
clearance requirements ....................................................... 81
client
disabling remote logging .............................................443
collect_logs .................................................................. 25, 435
collecting
system information ..................................................... 437
combining CAs .....................................................................72
command files ....................................................................253
example ...................................................................... 256
fields ........................................................................... 254
keywords .................................................................... 253
prompts in ...................................................................255
CommunicationManager
configure Proactive Contact features ......................... 123
Communication Manager
Agent Blending ................................................... 155, 157
configure for Agent Blending .............................. 156, 157
CTI and .......................................................................122
comparison of QDTC2 ....................................................... 101
compcodee.cfg .................................................................. 228
completion codes .......................................................226, 230
add ..............................................................................228
categories ................................................................... 227
change ........................................................................233
compcode.cfg fields ....................................................228
in pods ........................................................................ 227
config_debug ............................................................... 25, 435
configure ............................................................................ 122
AES server ................................................................. 132
agent groups and super groups ..................................169
agent login IDs and skills for Agent Blending ............. 129
agent stations (Communication Manager) ..................126
agent workstations ......................................................330
agent workstations (terminal server attached) ............331
ANI outpulse ............................................................... 361
Application Enablement Services server .................... 132
ARS ............................................................................ 128
Aspect CallCenter for Agent Blending ................ 167, 170
automatic route selection (outbound) ......................... 128
double-digit reason code ............................................ 131
high cipher .................................................................... 20
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Index
configure (continued)
hunt groups for Agent Blending .................................. 128
international dialing and time zones ........................... 368
job files for Cruise Control .......................................... 364
letter generation ..........................................................371
managed dialing ......................................................... 372
NFS ............................................................................ 201
PDI III card (Spectrum) for Transaction Link for Agent
Blending ......................................................................187
phantom numbers for Agent Blending ........................ 130
PINNACLE 5ESS for Agent Blending .................176, 177
port assignments .........................................................119
ROLM 9005 for Agent Blending ..................................183
Spectrum Transaction Link for Agent Blending .......... 186
Supervisor software ....................................................329
transport layer security ................................................. 20
trunk groups (Spectrum) .............................................187
user groups .................................................................334
VDNs .......................................................................... 127
VDNs (Communication Manager ) ..............................129
vectors ........................................................................ 127
wait queue announcements ........................................127
configure Avaya IR software .............................................. 282
configure Avaya Proactive Contact IR integration software
............................................................................................275
configure CTI link
double-digit reason codes .......................................... 131
two-digit reason codes ................................................131
configure FTP service ........................................................264
configure inbound.edt ........................................................ 278
configure outbound.edt ...................................................... 278
configure PAB ............................................................ 163, 320
configure port 2051 ............................................................388
configure Predictive Agent Blend .......................................374
configure RAID
HP DL 360 G7 .............................................................. 83
HP DL 360 G9 .............................................................. 83
HP DL 360p G8 ............................................................ 83
configure Span type field ........................................... 107, 108
configure telnet service ......................................................264
configure the line impedances ............................................. 98
configure time zone ........................................................... 245
configurevectors (Communication Manager)
vectors (Communication Manager ) ........................... 129
configuring
agent playable messages ...........................................359
remote logging client .................................................. 442
remote logging server .................................................441
SIPREC ...................................................................... 135
Configuring
Callsel report .............................................................. 363
convert
dialer
non-telephony mode ..............................................38
COR .....................................................................................34
CORBA binaries .................................................................. 63
CRC ................................................................................... 109
July 2018
create a mondo backup ....................................................... 84
creating, new wallet ............................................................. 60
cruise control
configure OFCOM ...................................................... 365
Cruise Control ....................................................................363
CS 1000
integration checklist .................................................... 324
CTI
configure agent blending with .....................................146
deployment tips .......................................................... 138
CTI:supported software ....................................................... 47
CTI:system
diagram .........................................................................31
CTI link
configure .....................................................................122
CTI option
telephony requirements ................................................ 45
currency
configuration ............................................................... 240
set format ....................................................................240
currencyfmt.cfg .................................................................. 240
custom certificates
overview ....................................................................... 57
servers and clients ........................................................58
D
debug log ........................................................................... 425
default parameters ............................................................. 111
define
agent groups (Spectrum Agent Blending) .................. 188
application (Spectrum) ................................................191
define class of service
Spectrum Agent Blending ...........................................188
DEFINITY ............................................................................ 46
DEFINITY LAN Gateway (DLG) .................................... 46, 47
deleting a card ................................................................... 105
deployment options
features .........................................................................33
description of QDTC2 card parameters ............................. 107
dgswitch .....................................................................133, 298
dialer
non-telephony mode .....................................................38
dialer installation
installation environment ................................................91
verify environment ........................................................ 91
dialer processes ...................................................................93
Digital Switch ....................................................................... 98
digital transmission standards ............................................. 99
disabling
remote logging ............................................................443
Disconnect from IR ............................................................ 284
DLG ............................................................................... 46, 47
documentation
downloading ................................................................. 77
domain group
Agent Blending ........................................................... 348
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Index
domain groups
identify ........................................................................ 347
domains ............................................................................. 346
assigning agents to .....................................................347
configure .....................................................................346
ROLM 9005 Agent Blending .......................................181
DoNotCall .......................................................................... 285
DoNotCall external function ............................................... 287
downloading software .......................................................... 56
E
EASG
commands .................................................................. 415
EASGConfigure command ......................................... 414
enabling EASG to service accounts ........................... 414
logging in as an admin user ........................................415
log maintenance ......................................................... 416
overview ..................................................................... 413
response generation ...................................................415
utilities .........................................................................415
verifying EASG tools RPM ..........................................413
ECPA ................................................................................. 352
Editor ................................................................................. 353
Enabled Network Bus Controller (ENBC) ............................ 27
ENBC ...................................................................................27
End_Softdisc ......................................................................285
End_softdisc external function ...........................................288
Enhanced Access Security Gateway .................................413
Enhanced Cell Phone Detection ........................................353
enhanced Internet browsing security
enable .........................................................................332
enhanced password .............................................................95
enserver events ................................................................... 34
equipment
Avaya provided ............................................................. 80
customer provided ........................................................ 80
EventSDK ............................................................................ 67
export trusted CA certificate
AE 7.0 .........................................................................137
external syslog server
logging .......................................................................... 24
F
features 5.1.2
external syslog server support ......................................24
Java, WebLM and Tomcat upgrades ............................ 25
log customization ..........................................................25
manual dialing .............................................................. 25
support for windows 8.1 ................................................25
field-replaceable units
external .......................................................................381
internal ........................................................................383
Finisheditem ...................................................................... 285
FinishedItem external function ...........................................288
fresh installation ...................................................................92
July 2018
future enhancements with QDTC2 .................................... 101
G
general configuration of QDTC2 card ................................ 106
get_info ........................................................................ 25, 435
group.pds file ..................................................................... 335
H
Handle_disc ....................................................................... 285
Handle_disc external function ............................................289
hard dialer .......................................................................... 311
hardware
PBX options ..................................................................46
Hardware requirements
HP DL 360 G9 .............................................................. 77
headsets
Establishing audio links ...............................................118
Health Manager and Predictive Agent Blend .....................350
HookflashLine .................................................................... 285
HookflashLine external function .........................................289
hot plug-in .......................................................................... 100
hunt group
verify configuration ROLM 9005 and Agent Blending .184
hunt groups for Agent Blending
configure .....................................................................128
I
Importing certificates into the Jacorb store .......................... 74
importing certificates into Windows Certificate Store ...........73
inbound.edt ........................................................................ 298
infinite lists ......................................................................... 358
initial IR connections and administration ........................... 283
install
Proactive Contact servers ............................................ 76
Install
operating system .......................................................... 89
installation ............................................................................92
install Avaya Proactive Contact integration software for Avaya
IR ....................................................................................... 281
installing
5.1 .................................................................................92
5.1.1 ..............................................................................92
5.1.2 ..............................................................................92
Proactive Contact ......................................................... 92
installing Avaya PC and IR software ..................................275
installing Proactive Contact ................................................. 93
installing software components on Avaya IR ..................... 279
install operating system
Release 5.1 .................................................................. 89
Release 5.1.1 ............................................................... 89
Release 5.1.2 ............................................................... 89
integration requirement ......................................................303
Intelligent Call Blending ..................................................... 341
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Index
international dialing and time zones
configure .....................................................................368
internet monitor ....................................................................62
interoperability ..................................................................... 26
IP 8100 ................................................................................ 46
IP 8300 ................................................................................ 46
IP 8500 ................................................................................ 46
IP 8700 ................................................................................ 46
IQ Configuration .................................................................304
ivr_config ........................................................................... 301
ivr_config.hk .......................................................................299
ivr_config.ky .......................................................................299
ivr_config.tpl .......................................................................300
ivr_conn ............................................................................. 301
IVR_passwd.vl ................................................................... 301
ivr_services.vl .................................................................... 301
ivr_supr .............................................................................. 301
ivr.cmd ............................................................................... 299
ivr.hlp ................................................................................. 299
ivr1pool.job ........................................................................ 299
J
Jacorb store ......................................................................... 74
Java upgrade to 7.x ............................................................. 25
Job file
Basic jobs ................................................................... 222
Blend jobs ...................................................................216
Inbound jobs ............................................................... 219
IVR jobs ...................................................................... 224
Managed outbound jobs ............................................. 224
Other jobs ................................................................... 225
Outbound jobs ............................................................ 220
UWL jobs .................................................................... 225
Verify jobs ................................................................... 225
jobs
create unit work lists ................................................... 215
creating blend ............................................................. 213
creating inbound ......................................................... 212
creating managed .......................................................214
Unit Work Lists ............................................................214
L
ldapsearch ................................................................. 405, 406
LED operation descriptions ................................................100
LEDs .................................................................................. 100
letter generation
configure .....................................................................371
license entitlements
activating ...................................................................... 50
searching for .................................................................52
line groups ........................................................................... 34
Linux operating system ........................................................89
ListCbackFmt .....................................................................285
ListCbackFmt external function ......................................... 290
list of certificates on the agent workstation .......................... 72
July 2018
list of certificates on the dialer ............................................. 71
list of certificates on the supervisor workstation .................. 71
list server ............................................................................. 70
logging ............................................................................... 425
customization ................................................................25
external syslog server ...................................................24
LogloStart .......................................................................... 285
LogloStart external function ............................................... 290
LogloStop ...........................................................................285
LogloStop external function ............................................... 291
M
maintenance modem ........................................................... 27
managed dialing
configure .....................................................................372
testing ......................................................................... 373
manual dialing ......................................................................39
MAPD ............................................................................ 46, 47
master.cfg .......................................................................... 297
MBT ................................................................................... 310
menu
example ...................................................................... 251
fields ........................................................................... 251
files ............................................................................. 249
header keywords ........................................................ 250
messages
agent delivered ............................................................. 34
configuring agent playable ..........................................359
field descriptions .........................................................202
stringing voice ...............................................................34
Virtual agent ..................................................................34
voice ............................................................................. 34
wait queue .................................................................... 34
migrate to
Release 5.2 ................................................................ 407
miscellaneous commands ................................................... 75
missing logs ....................................................................... 444
mode
manual dialing .............................................................. 25
non-telephony ...............................................................38
modify Port timing .............................................................. 110
MoFlashBlind ..................................................................... 285
MoFlashBlind external function ..........................................292
mondo backup ..................................................................... 84
Multi-Application Platform for DEFINITY (MAPD) ..........46, 47
Multi-Application Platform for DEFINITY (MAPD);MAPD, see
Multi-Application Platform for DEFINITY ....................... 46, 47
Multi-site multi-switch environments
supported ......................................................................46
MultiVantage ........................................................................ 46
N
network printer
configure .....................................................................267
new installation .................................................................... 92
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Index
new in this release ............................................................... 18
TLS 1.0 and high ciphers ..............................................24
New in this release
CSR3 ............................................................................ 24
HP DL 360p G9 ............................................................ 24
new wallet, creating ............................................................. 60
NFS
configure .....................................................................201
no logs ............................................................................... 444
not supported
Windows XP ................................................................. 25
O
Obtain
RAID configuration tool .................................................82
obtain Proactive Contact Integration software package on IR
system ............................................................................... 280
OFCOM ............................................................................. 367
OOF threshold field ............................................................109
Opt-out feature on Avaya PG230RM switch ...................... 353
Opt-out soft dialer .............................................................. 356
Oracle
removing security from database communications .... 329
turning off database security, Dialer ........................... 263
Oracle database .................................................................. 60
Other files .......................................................................... 301
outbound.edt ......................................................................298
Outbound Agent Blending
Aspect CallCenter domain group graphic ...................174
outbound calling
swif_ct.cfg parameters for CTI ....................................144
with CTI ...................................................................... 141
outbound job
setting up (Spectrum) ................................................. 192
outgoing ports ................................................................ 46, 47
out of sequence timestamps ..............................................444
Out Of Service ................................................................... 104
P
PAB .................................................................................... 350
parameters
international dialing and time zones ........................... 369
parameters for QUAD E1 ................................................... 111
parameters for QUAD E1 DSS ...........................................113
parameters for QUAD E1 PRI ............................................ 112
parameters for QUAD T1 ................................................... 114
parameters for QUAD T1 PRI ............................................ 116
passwords
set ageing ................................................................... 337
PBX
features required .......................................................... 47
hardware options .......................................................... 46
PBXs
supported ......................................................................46
PC setup IQ ....................................................................... 305
July 2018
PDI III card (Spectrum)
configure for Transaction Link for Agent Blending ......187
PDS ..................................................................................... 28
PG230RM .................................................................... 98, 352
phantom numbers for Agent Blending
configure .....................................................................130
PINNACLE 5ESS
Agent Blending ........................................................... 175
agents, calls, and log ins for Agent Blending ..............175
configure for Agent Blending ...................................... 177
setting up configuration for Agent Blending ................176
placement ............................................................................ 61
platform characteristics ........................................................89
PLDS ................................................................................... 50
downloading software ...................................................56
POD dialers ......................................................................... 59
pods
configure primary system ........................................... 149
configure secondary system .......................................150
configure servers ........................................................ 151
list share sans Campaign Update ...............................152
list share with Campaign Update ................................152
list sharing .................................................................. 151
Proactive Contact systems with ....................................36
Proactive Contact with CTI and, graphic ...................... 37
Proactive Contact with PG230RM and, graphic ........... 37
test configuration files .................................................153
port assignments
configure ..................................................................... 119
ports ...................................................................................333
predictive agent blend ........................................................375
Predictive Agent Blending ..................................................342
ASA ............................................................................ 342
Aspect CallCenter .......................................................172
Average Speed to Answer .......................................... 342
Service Level .............................................................. 344
setting up (Spectrum) ................................................. 192
SL ............................................................................... 344
printers .................................................................................27
proactive contact
HP DL 360 G7 .............................................................. 76
HP DL 360 G9 .............................................................. 76
HP DL 360p G8 ............................................................ 76
HP DL 385 G2 .............................................................. 76
HP DL 385 G5 .............................................................. 76
IBM x3650 M2 .............................................................. 76
Proactive contact
non-telephony mode .....................................................38
Proactive Contact ................................................................ 95
5.1 .................................................................................92
5.1.1 ..............................................................................92
5.1.2 ..............................................................................92
install completion .......................................................... 94
installing ........................................................................92
server installation ..........................................................76
software architecture (graphic) ..................................... 44
stand-alone system graphic ..........................................28
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Index
Proactive Contact and Interactive Response Integration
Worksheet ..........................................................................280
Proactive Contact hard dialer ............................................ 273
Proactive Contact Interactive Response Integration ..........270
Proactive Contact-IR Interface Processes .........................271
Proactive Contact servers
configuring RAID .......................................................... 83
Proactive Contact soft dialer ..............................................273
Proactive Contact with PG230RM ....................................... 28
graphic ..........................................................................29
Product Licensing and Delivery System .............................. 50
Q
QDTC2, about ......................................................................98
QDTC2 replaces .................................................................. 99
QDTC2 upgrades .................................................................99
Quad Digital Trunk Card 2 ................................................... 98
R
RAID .................................................................................... 82
RAID1 .................................................................................. 82
RAID5 .................................................................................. 82
ReadField .......................................................................... 285
ReadField external function ............................................... 292
red, green, yellow LEDs .....................................................100
regenerating a license file ....................................................55
rehosting
activated license entitlements .......................................53
related documentation ....................................................... 459
ReleaseLine .......................................................................285
ReleaseLine external function ........................................... 293
remote access server .......................................................... 27
remote logging ................................................................... 441
client ........................................................................... 442
server ..........................................................................441
removing old database ...................................................... 257
report
add a blank line between records ...............................236
add an expression ...................................................... 234
create ..........................................................................234
creating duplicate ....................................................... 237
parameters and options ..............................................232
run and view from command line ................................237
reporting
telephone features ........................................................33
reports
adding or deleting fields ..............................................235
configure .....................................................................233
Resetting IR connection .....................................................285
Rockwell Spectrum
Agent Blending ........................................................... 184
ROLM 9005
Agent Blending domains .............................................181
Agent Blending installation ......................................... 178
agents, calls, and log ins for Agent Blending ..............180
July 2018
ROLM 9005 (continued)
configure for Agent Blending ...................................... 183
setting up configuration for Agent Blending ................179
ROLM 9751 CBX (ROLM 9005)
Agent Blending ........................................................... 178
S
scripts
collect_logs .................................................................435
config_debug .............................................................. 435
get_info .......................................................................435
searching for license entitlements ....................................... 52
secondary dialer ................................................................ 406
select specific logs .............................................................435
SendMessage ....................................................................285
SendMessage external function ........................................ 293
server
baseline specifications, configuration, and options ...... 78
disabling remote logging .............................................443
proactive contact .......................................................... 76
remote access .............................................................. 27
Service Observe
monitoring:supervisors ................................................. 33
Set_ear;u+hu external function ..........................................295
Set_early_hu ......................................................................285
Set_softdisc ....................................................................... 285
Set_Softdisc external function ........................................... 296
SetCallback ........................................................................285
SetCallback external function ............................................ 294
SetNofityFld ....................................................................... 285
SetNotifyFld external function ............................................295
setting log level .................................................................. 426
setting logs .........................................................................425
setting up ........................................................................... 342
setting up an IR connection ............................................... 283
sftp
configure .....................................................................337
shadow jobs
preview ......................................................................... 24
SIPREC ............................................................................. 135
SIT
configure .....................................................................125
site inspection ...................................................................... 41
SL domain group
parameter values ........................................................344
SLIP threshold field ............................................................109
sockets ...............................................................................333
special information tones
configure .....................................................................125
specific caller instance .......................................................426
specifying
debugging levels .........................................................438
disable debugging ...................................................... 438
enable debugging ....................................................... 438
log categories ............................................................. 436
log duration .................................................................436
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Index
specifying (continued)
log location ................................................................. 436
Spectrum
agents, calls, and log ins for Agent Blending ..............185
application telescripts for Agent Blending ...................189
application with TL1 commands for Agent Blending ...190
configure Transaction Link for Agent Blending ........... 186
create application telescript with ICS for Agent Blending
.....................................................................................189
define class of service for Agent Blending ..................188
Setting up an outbound job .........................................192
setting up for Agent Blending configuration ................184
setting up Predictive Agent Blending ..........................192
standalone dialer ................................................................. 59
starting the dialer processes ................................................93
supervisor ............................................................................ 65
Supervisor software
configure .....................................................................329
Supervisor workstation ........................................................ 27
supervisor workstations ....................................................... 43
hardware requirements .................................................43
software requirements .................................................. 43
support ...............................................................................461
external syslog server ...................................................24
Windows 8.1 ................................................................. 25
support information ............................................................ 305
switches
equipment options .................................................. 46, 47
synchronization with Avaya IQ ...........................................304
syslogd ...............................................................................418
syslog-ng ........................................................................... 418
syslog-ng initialization at bootup ........................................420
syslog-ng shutdown ........................................................... 444
syslog server ......................................................................441
System components .......................................................... 274
system diagrams
CTI ................................................................................31
system information
log collected ................................................................437
T
telephony
manual dialing options ..................................................40
telephony mode
manual dialing configurations ....................................... 40
telephony requirements
CTI option ..................................................................... 45
terminal server ................................................................... 339
time zones
codes .......................................................................... 243
configure .....................................................................242
timezone.cfg ............................................................... 244
time zone worksheet ..........................................................246
TN744 call classifier cards .............................................46, 47
TN744 card .......................................................................... 45
Tomcat upgrade to 7.x ......................................................... 25
July 2018
training ............................................................................... 460
troubleshooting
general ........................................................................381
trunk groups (Spectrum)
configure .....................................................................187
trusted host ........................................................................ 337
TS0 .................................................................................... 109
TS16 ...................................................................................110
TXCLCK and RFCLCK ...................................................... 109
TXGAIN and RXGAIN ........................................................108
types of digital transmission standards ................................99
U
uninstall ................................................................................95
Uninterruptible Power Supply (UPS) ................................... 27
unit work list compatibility .................................................. 358
UpdateField ....................................................................... 285
UpdateField external function ............................................ 296
UPS ..................................................................................... 27
USB ..................................................................................... 93
user groups
configure .............................................................334, 335
users
add ..............................................................................336
using QDTC2 card with PG230RM ......................................98
UUI fields ............................................................................. 33
V
VDN 4986 .......................................................................... 139
VDN 8901 .......................................................................... 140
VDN 891 ............................................................................ 138
VDNs
configure .....................................................................127
VDNs (Communication Manager )
configure .....................................................................129
Vector Directory Number (VDN) .......................................... 34
vectors
configure .....................................................................127
vectors (Communication Manager)
configure .....................................................................129
verify configuration
Agent Blending hunt group for ROLM 9005 ............... 184
verify settings in master.cfg ............................................... 277
videos ................................................................................ 460
Virtual agent messages ....................................................... 34
voice messages ................................................................... 34
create ..........................................................................202
voicemsg.cfg ........................................................................34
voice switch ....................................................................... 310
W
wait queue announcements
configure .....................................................................127
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Index
wait queue messages .......................................................... 34
WebLM upgrade to 6.x .........................................................25
Windows Certificate Store ................................................... 73
Windows Firewall
using ........................................................................... 332
July 2018
Implementing Avaya Proactive Contact
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