Avaya Jabra PC Suite Supplement

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Solution & Interoperability Test Lab Application Notes
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Avaya Solution & Interoperability Test Lab
Application Notes for Jabra PC Suite and Jabra Motion
Office to Interoperate with Avaya Agent Desktop –Issue 1.0
Abstract
These Application Notes describe a solution comprised of Avaya Agent Desktop, Jabra PC
Suite software, and Jabra Motion Office. The Jabra PC Suite software enables Jabra Motion
Office to integrate with Agent Desktop. This allows users to perform call control features such
as answering and hanging up calls directly from Jabra Motion Office.
Readers should pay attention to section 2, in particular the scope of testing as outlined in
Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases
are adequately covered by this scope and results.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction
These Application Notes describe the configuration steps required for Jabra PC Suite software
and Jabra Motion Office to successfully interoperate with Avaya Agent Desktop and Avaya
Aura® Communication Manager. Jabra Motion Office is connected to the PC running Avaya
Agent Desktop via a USB cable and Jabra PC Suite serves as an interface between Avaya Agent
Desktop and Jabra Motion Office. Avaya Agent Desktop application is used to manage agent
activities and also can be used as an IP softphone.
2. General Test Approach and Test Results
The compliance testing of Jabra Motion Office and Jabra PC Suite interoperating with Avaya
Agent Desktop was manually performed. No performance testing was done and the tests listed in
Section 2.1 were executed and verified.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent
to the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect member’s solution.
Avaya’s formal testing and Declaration of Conformity is provided only on the headsets/handsets
that carry the Avaya brand or logo. Avaya may conduct testing of non-Avaya headset/handset to
determine interoperability with Avaya phones. However, Avaya does not conduct the testing of
non-Avaya headsets/handsets for: Acoustic Pressure, Safety, Hearing Aid Compliance, EMC
regulations, or any other tests to ensure conformity with safety, audio quality, long-term
reliability or any regulation requirements. As a result, Avaya makes no representations whether a
particular non-Avaya headset will work with Avaya’s telephones or with a different generation
of the same Avaya telephone.
Since there is no industry standard for handset interfaces, different manufacturers utilize
different handset/headset interfaces with their telephones. Therefore, any claim made by a
headset vendor that its product is compatible with Avaya telephones does not equate to a
guarantee that the headset will provide adequate safety protection or audio quality.

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2.1. Interoperability Compliance Testing
The compliance testing included the following test scenarios shown below.
Verification of acceptable two-way audio path for local and PSTN calls
Jabra Motion Office mute button operation
Jabra Motion Office volume controls
Jabra Motion Office Multi-function button (MFB) for answering and terminating calls
remotely
Interoperability with Avaya Agent Desktop
Interoperability with voicemail
The serviceability testing focused on verifying the ability of Jabra Motion Office to recover from
adverse conditions, such as disconnecting and reconnecting the USB cable, restarting Avaya
Agent Desktop, power cycling the Jabra Motion Office and walking out and back into wireless
range.
2.2. Test Results
The objectives outlined in Section 2.1 were verified. All test cases passed with one observation
and fix listed below:
An issue was found where the status of the mute indicator on Avaya Agent Desktop was
not being updated when Jabra Motion office would mute a call. This issue is fixed by
installing the Contact Center Multimedia (CCMM) patch
AvayaAura_CCMM_6.4.213.208 and then installing Avaya agent Desktop 6.4 Version
Number: (8.4.0.419).
2.3. Support
For technical support for the Jabra Motion Office Headset, and Jabra products in general, please
refer to www.jabra.com. On the Jabra website, support hotline numbers can be found for specific
countries.

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3. Reference Configuration
Figure 1 illustrates the test configuration used during the compliance testing between Avaya
Agent Desktop and Jabra Motion Office.
Figure 1: Reference Configuration Diagram

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4. Equipment and Software Validated
The following equipment and software was used during the lab testing:
Equipment/Software
Release/Version
Avaya Aura® Session Manager running on
S8800 Server
Release: 6.3.2.0.632023
Avaya Aura® System Manager running on
S8800 Server
6.3.0 - FP2
Build No. - 6.3.0.8.5682-6.3.8.1627
Avaya Aura® Communication Manager
running on Avaya S8800Server
R016x.03.0.124.0
patch 21172
Avaya G650 Media Gateway
IPSI TN2312BP
CLAN TN799DP
IP Media Processor TN2302AP
Digital Line TN2224
HW06, FW043
HW01, FW026
HW20, FW117
000006
Avaya Aura® Contact Center
6.4 SP13
Avaya Agent Desktop
6.4 Version Number: (8.4.0.419)
Contact Center Multimedia (CCMM) patch
AvayaAura_CCMM_6.4.213.208
Version: 6.4213.208 (Build 0172)
Avaya Aura® Messaging
6.2
Avaya 9621G IP Deskphone (SIP)
6.3.0.73
Avaya 9640 IP Deskphone (H.323)
3.2.1
Jabra PC Suite
2.14.5888
Jabra Motion Office
1.17.0

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5. Configure Avaya Aura® Communication Manager
These Application Notes assume that Communication Manager is installed and configured to
work with Contact Center. There are no additional settings required to be configured for the
connection of Jabra Motion Office to Avaya Agent Desktop. The compliance test with Jabra
Motion Office was carried out with the default server settings for audio parameters.
This section describes the steps to provision a station for Avaya Agent Desktop in
Communication Manager by using System Administration Terminal (SAT) commands. For
detailed information on how to configure and administer Communication Manager, please refer
to Section 10 [1].
In the compliance test, one H.323 stations 53010 was configured and used as the Contact Center
agent. The following are mandatory configurations for the station agent.
A maximum of 2 Call Appearance lines per agent station.
Restrict Last Appearance must be enabled on all agent stations
IP Softphone enabled.
Enter the “add station <n>” command, where “n” is an available extension number. Enter the
following values for the specified fields, and retain the default values for the remaining fields.
Type: enter station type 9620.
Name: A descriptive name.
Security Code: Enter a valid code, e.g. 1234.
IP SoftPhone: y.
change station 53010 Page 1 of 5
STATION
Extension: 53010 Lock Messages? n BCC: 0
Type: 9620 Security Code: 1234 TN: 1
Port: S00004 Coverage Path 1: COR: 1
Name: H.323 53010 Coverage Path 2: COS: 1
Hunt-to Station: Tests? y
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 53010
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default
Customizable Labels? y
Go to Page 2, and set Restrict Last Appearance to yand retain other fields at default.

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add station 53010 Page 2 of 5
STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Idle Line Preference? y
Bridged Call Alerting? y Restrict Last Appearance? y
Active Station Ringing: single
EMU Login Allowed? n
H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed EC500 State: enabled
Multimedia Mode: enhanced Audible Message Waiting? n
MWI Served User Type: Display Client Redirection? n
AUDIX Name: Select Last Used Appearance? n
Coverage After Forwarding? s
Multimedia Early Answer? n
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 53010 Always Use? n IP Audio Hairpinning? n
Go to Page 4, and only assign two call-apprs.
add station 53010 Page 4 of 5
STATION
SITE DATA
Room: Headset? y
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 4:
2: call-appr 5:
3: 6:
voice-mail

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6. Configure Avaya Agent Desktop
From a PC that will host Avaya Agent Desktop, launch Microsoft Internet Explorer. In the
address bar, enter the URL https://<hostname of contact center server>/agentdesktop. The
screen below is then displayed. If Avaya Agent Desktop is not installed on the PC; clicking on
the Launch button will install Avaya Agent Desktop. If Avaya Agent Desktop is already
installed; clicking on the Launch button will launch the application.
The screen below shows Avaya Agent Desktop application that is already signed in by a Contact
Center CCT user and its status is Logged Out.

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To log in the agent above, click on the circle button in the upper left hand and select Login
in the menu.
The Multimedia Agent Logon window is then displayed as shown below. In the Telephony tab,
select My Computer in the Place and receive calls using dropdown menu, enter extension
number 53010 and its password in the Extension and Password fields as configured in Section
5. The IP address in the Server Address field is the IP address of Communication Manager that
the extension will register to. Click on the Login button to log in Avaya Agent Desktop and
register it to Communication Manager.

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The screen below shows Avaya Agent Desktop successfully registered as station 53010 to
Communication Manager and its current status is Not Ready.
Set to Ready status by clicking on the yellow circle button in the upper left hand side of the
screen and select Go Ready from the menu as shown below.
The screen below shows Avaya Agent Desktop with Ready status.
Configure audio settings for Avaya Agent Desktop by clicking on the setting icon in the
upper right hand corner of the screen and select Audio Settings from the menu as shown below.

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The Audio Settings section is displayed in the lower left hand side of the Avaya Agent Desktop
window. Select Jabra Motion Office in both Playback Device and Record Device dropdown
menus as shown below. Click the Save Audio Devices button to save the changes.

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7. Configure Jabra Motion Office
This section describes the configuration steps for Jabra Motion Office and Jabra PC Suite to
operate with Avaya agent Desktop. For more information on how to use Jabra Motion Office
please refer to the manual listed in Section 10 [4].
7.1. Configure Jabra PC Suite
Included in the Jabra PC Suite is the Jabra Control Center program. The Jabra Control Center
program serves as an interface between Jabra Motion Office and Avaya Agent Desktop. The
Headset tab of Jabra Control Center displays the type of headset which the program is
managing and its configuration as shown below.

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Click on the Softphone tab and verify that Connect to softphone (PC) is selected as shown.
Click the Apply button to apply any changes and then click the OK button.
7.2. Connect Jabra Motion Office to PC
The following procedure shows the steps to connect Jabra Motion Office to the PC.
Plug the supplied USB cable into the port marked on the Jabra Motion Office base
Connect the other end of the USB cable to a free USB port on the PC
This should be done before starting Avaya Agent Desktop as in Section 6.

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8. Verification Steps
This section provides tests that can be performed to verify proper installation and configuration
of Jabra PC Suite and Jabra Motion Office with Avaya Agent Desktop.
Included in the Jabra PC Suite is the Jabra Device Service program. Run the Jabra Device
Service program and verify that the Softphone Status for Avaya one-X / Aura Agent Desktop
is Connected as shown below.
Perform a test call as follows:
Start the Avaya Agent Desktop application
Place an incoming call to Avaya Agent Desktop
Answer the call using the Multi-function button on the headset

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Verify two-way talk path between the headset and the calling phone
Disconnect the call from the headset using the Multi-function button
Verify that the call is properly disconnected
9. Conclusion
All of the executed tests passed and met the objectives outlined in Section 2.1. Jabra PC Suite
and Jabra Motion Office are considered to be in compliance with Avaya Agent Desktop. Refer to
Section 2.2 for information about a required patch and version of Avaya Agent Desktop.

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10. Additional References
This section references product documentation relevant to these Application Notes.
Documentation for Avaya products can be found at http://support.avaya.com.
[1] Administering Avaya Aura® Communication Manager, Release 6.3,
Document Number 03-300509, Issue 9, October 2013
[2] Avaya Aura® Communication Manager Feature Description and Implementation, Release
6.3, Document Number 555-245-205, Issue 11, October 2013
[3] Avaya Agent Desktop, Release 6.4, Doc # 44400-114, Issue 05.02, June 2014
Documentation for Jabra Motion Office and Jabra products can be found at
http://www.jabra.com.
[4] Jabra MOTIONTM OFFICE User Manual, Rev A, 2014

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©2014 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and
™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks
are the property of their respective owners. The information provided in these Application
Notes is subject to change without notice. The configurations, technical data, and
recommendations provided in these Application Notes are believed to be accurate and
dependable, but are presented without express or implied warranty. Users are responsible for
their application of any products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DevConnect Program at [email protected].