Avaya C500 Series Supplement

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Solution & Interoperability Test Lab Application Notes
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Avaya Solution & Interoperability Test Lab
Application Notes for Plantronics Spokes Software and
Plantronics Blackwire C500 Series USB Headsets with
Avaya one-X® Agent - Issue 1.0
Abstract
These Application Notes describe the configuration steps required to integrate the Plantronics
Spokes Software and Plantronics Blackwire C500 Series USB Headsets with Avaya one-X®
Agent. Plantronics Spokes Software enables the integrated call control features in the
Blackwire C500 headsets, including call answer/end, auto-answer, and synchronized mute
with Avaya one-X® Agent. The Blackwire C500 headsets connect via a USB port on the PC
running Avaya one-X® Agent. For this compliance test, the Blackwire C510 monaural
headset and the Blackwire C520 binaural headset were verified.
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 to integrate the Plantronics
Spokes Software and Plantronics Blackwire C500 Series USB Headsets with Avaya one-X®
Agent. Plantronics Spokes Software enables the integrated call control features in the Blackwire
C500 headsets, including call answer/end, auto-answer, and synchronized mute with Avaya one-
X® Agent. The Blackwire C500 headsets connect via a USB port on the PC running Avaya one-
X® Agent. For this compliance test, the Blackwire C510 monaural headset and the Blackwire
C520 binaural headset were verified.
Refer to the appropriate Plantronics documentation listed in Section 10 for additional product
information.
2. General Test Approach
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.
The interoperability compliance test included feature and serviceability testing. The feature
testing focused on placing calls to and from Avaya one-X® Agent using the Plantronics Spokes
Software and Plantronics Blackwire C510/C520 USB Headsets and verifying 2-way audio. The
type of calls made included calls to voicemail, to local stations, and to the PSTN.
The serviceability testing focused on verifying the usability of the Blackwire C510/C520 after
restarting the Avaya one-X® Agent, disconnecting and reconnecting the headset, and rebooting
the PC.

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2.1. Interoperability Compliance Testing
All test cases were performed manually. The following features were verified:
Placing calls to the voicemail system. Voice messages were recorded and played back to
verify that the playback volume and recording level were good.
Placing calls to local stations to verify two-way audio.
Placing calls to the PSTN to verify two-way audio.
Answering and ending calls using the call control button on the headset.
Using the volume control buttons on the headset to adjust the playback volume.
Using the mute button on the headset and on one-X Agent to mute and un-mute the
audio, including verifying that the mute status was accurately reflected on the headset and
one-X Agent.
Smart Sensor technology that allows an incoming call to be answered simply by putting
the headset on without pressing the call control button.
For the serviceability testing, the headsets were disconnected and reconnected to verify proper
operation. one-X Agent application was also restarted for the same purpose. The desktop PC
was also rebooted to verify that one-X Agent and headset were operational when the PC came
back into service.
2.2. Test Results
All test cases passed.
2.3. Support
For technical support and information on Plantronics Spokes Software and Plantronics Blackwire
C510/C520 USB Headsets, contact Plantronics at:
Phone: [phone] (toll free)
[phone] (International)
Website: http://www.plantronics.com/north_america/en_US/support/

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3. Reference Configuration
Figure 1 illustrates the test configuration used to verify the Plantronics solution. The
configuration consists of an Avaya S8300 Server running Avaya Aura® Communication
Manager with an Avaya G450 Media Gateway providing connectivity to the PSTN via an ISDN-
PRI trunk (not shown). Avaya Communication Manager Messaging was used as the voicemail
system. Avaya one-X® Agent and Plantronics Spokes Software were installed on a desktop PC.
Plantronics Blackwire C510/C520 USB Headsets were connected to the desktop PC using USB
connectivity.
LAN
Avaya Aura® Communication Manager
Running on Avaya S8300 Server with
Communication Manager Messaging
Avaya one-X® Agent with
Plantronics Spokes Software and
Plantronics Blackwire C510/C520 USB Headsets
Avaya 9600 Series IP Telephones
Figure 1: Avaya one-X® Agent with Plantronics Spokes Software and Plantronics
Blackwire C510/C520 USB Headsets

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4. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment
Software
Avaya S8300 Server with a G450 Media
Gateway and Communication Manager
Messaging
6.2 SP 5
(R016x.02.0.823.0 with Patch 20396)
Avaya one-X® Agent on Microsoft Windows
XP
2.5 SP 1 (2.5.1072.11103)
Avaya 9600 Series IP Telephone
3.1 SP 5 (H.323)
Plantronics Spokes Software
2.8.24304.0
Plantronics Blackwire C510/C520
USB Firmware 123, Base 01.23

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5. Configure Avaya Aura® Communication Manager
This section covers the station configuration for one-X Agent. The configuration is performed
via the System Access Terminal (SAT) on Communication Manager.
Use the add station command to create a station for one-X Agent. Set the Type field to the
station type to be emulated. In this example, 9630 was used. Set the Port field to IP and
configure a Security Code as that password to be used by one-X Agent to log in. Set the IP
Softphone field to y.
add station 40003 Page 1 of 5
STATION
Extension: 40003 Lock Messages? n BCC: 0
Type: 9630 Security Code: 40003 TN: 1
Port: IP Coverage Path 1: COR: 1
Name: Plantronics Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Location: Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 40003
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english Button Modules: 0
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
On Page 4 of the Station form, configure the additional feature buttons in bold, which are used
by one-X Agent to log in as an Automatic Call Distribution (ACD) agent.
add station 40003 Page 4 of 5
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 5: manual-in Grp:
2: call-appr 6: after-call Grp:
3: call-appr 7: aux-work RC: Grp:
4: auto-in Grp: 8: release
voice-mail

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6. Configure Avaya one-X® Agent
After logging into one-X Agent, click on and then select Agent Preferences as shown
below.
In the Agent Preferences window, click on Audio and then select the Basic tab as shown below.
Disable Mute as shown below. This is required for the Blackwire C510/C520 so that only the
headset supplied ring alert is heard on incoming calls; otherwise, normal ringback tone will also
be heard.

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The Plantronics Blackwire C510/C520 is automatically detected by one-X Agent. In the Agent
Preferences window, click on Audio and then select the Advanced tab. Set the Playback
Device and Record Device fields to Plantronics C510 (or Plantronics C520) as shown below.
Click the Background Noise Test button to determine the normal background noise levels at the
location.
Note: The Plantronics headset must be connected to the PC prior to starting one-X Agent;
otherwise, one-X Agent will not detect headset.

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After clicking the Background Noise Test button, the following window is displayed. Click
Test. Once the test is completed, click Close. Click OK in the Audio Advanced tab and
restart one-X Agent.

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7. Install Plantronics Spokes Software and Plantronics
Blackwire C510/C520
The Plantronics Spokes software enables the Plantronics Blackwire C510/C520 to answer (and
auto-answer), end, and mute calls using the call control button on the headset. Install the
software on the PC running the one-X Agent. Refer to [3] for additional information.
After the Spokes software is installed, connect the Plantronics Blackwire C510/C520 to a USB
port on the desktop PC running one-X Agent.
8. Verification Steps
This section provides the tests that can be performed to verify proper installation and
configuration of the Plantronics Spokes Software and Plantronics Blackwire C510/C520 with
one-X Agent.
1. Start the one-X Agent application.
2. Place an incoming call to one-X Agent from any local phone.
3. Answer the call using the call control button on the headset.
4. Verify two-way talk path between the headset and phone.
5. Disconnect the call from the headset using the call control button.
6. Verify that the call is properly disconnected.
9. Conclusion
These Application Notes describe the configuration steps required to integrate the Plantronics
Spokes Software and Plantronics Blackwire C510/C520 USB Headsets with Avaya one-X®
Agent. All test cases were completed successfully.
10. Additional References
This section references the Avaya and Plantronics documentation that are relevant to these
Application Notes.
The following Avaya product documentation can be found at http://support.avaya.com.
[1] Administering Avaya Aura® Communication Manager, Release 6.2, Issue 7, December
2012, Document Number 03-300509.
[2] Using Avaya one-X® Agent 2.5, June 2011.
The following Plantronics product documentation can be found at http://www.plantronics.com.
[3] Plantronics Spokes Software for Windows, Build 2.8.24304.0.
[4] Plantronics Blackwire C510/C520 Headset Quick Start Guide.

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©2013 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].