Avaya TASKE Contact 8.8 Instruction Manual

Avaya Solution & Interoperability Test Lab
Application Notes for TASKE Contact with Avaya
Communication Manager using Avaya Application
Enablement Services – Issue 1.0
Abstract
These Application Notes describe the configuration steps required for TASKE Contact 8.8 to
successfully interoperate with Avaya Communication Manager 5.0 using Avaya Application
Enablement Services.
Information in these Application Notes was obtained through 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
TASKE Contact is a call management software application that offers real-time call monitoring
and historical call reporting for contact centers. TASKE Contact utilizes the Computer
Telephony Integration (CTI) event reports from Avaya Communication Manager for call
monitoring and reporting, and provides forecasting for effective contact center management.
The integration with Avaya Communication Manager is achieved through the Avaya Application
Enablement Services (AES) Telephony Services Application Programming Interface (TSAPI)
service, as illustrated in Figure 1.
Figure 1: TASKE Contact with Avaya Communication Manager using Avaya AES
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The contact center management console can access TASKE Contact via a browser-based
interface from any computer with internet access, to monitor ACD activities and track important
indicators such as agent availability, longest call waiting, calls answered, and average talk time.
TASKE Contact provides the following key features:
•Web-based interface
•Real-time queue and agent activity monitoring for inbound, outbound, and internal
calls
•Historical reporting on all calls
•Replay historical ACD call activity to review performance indicators
•Call Visualizer for detailed call analysis
•Spectrum readerboard display application
•Workforce management integration
•Call forecasting reports
•Detailed extension and trunk reporting outside of call center
2. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment Software
Avaya S8500 Server Avaya Communication Manager 5.0, load
825.4
Avaya G650 Media Gateway
•TN799DP C-LAN Circuit Pack
•TN2302AP IP Media Processor Circuit Pack
HW01 FW015
HW13 FW095
Avaya Application Enablement Services 4.1 (31.2.0)
Avaya C363T-PWR Converged Stackable Switch 4.3.12
Avaya 4610SW IP Telephones 2.8.3
Avaya 4625 Series IP Telephones 2.8.3
Avaya 9650 IP Telephones Avaya one-X™ Deskphone Edition 2.0
(H.323)
Avaya 1616 IP Telephones Avaya one-X™ Edition 1.23 (H.323)
TASKE Contact using
Dell Precision 360 with Windows 2003 Server 8.8

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3.1.
3. Configure Avaya Communication Manager
This section provides the procedures for configuring Avaya Communication Manager. The
procedures fall into the following areas:
•Administer C-LAN for Avaya AES connectivity
•Administer transport link for Avaya AES connectivity
•Administer CTI link with TSAPI service
The detailed administration of contact center devices, such as VDN, Skill, Split, Logical Agents
and Station Extensions are assumed to be in place and are not covered in these Application
Notes.
Administer C-LAN for Avaya AES Connectivity
The C-LAN administration procedure will involve adding an IP node name, an IP interface, and
a data module.
1. Add an entry for the C-LAN in the node-names form. Use the “change node-names ip”
command, as displayed in Figure 2. In this case, “Clan-1” and “192.2.5.6 are entered as
Name and IP Address for the C-LAN that will be used for connectivity to the Avaya
AES server. The actual node name and IP address may vary. Submit these changes.
change node-names ip
IP NODE NAMES
Name IP Address
Clan-1 192.2.5.6
Prowler-1 192.2.5.7
default 0.0.0.0
procr 192.2.5.4
Figure 2: IP Node Names
2. Add the C-LAN to the system configuration using the “add ip-interface 01a03”
command. Note that the actual slot number may vary. In this case, “01a03” is used as
the slot number, as displayed in Figure 3 below. Enter the node name assigned from
Figure 2 above into the Node Name field, and then the IP address will be populated
automatically.
Enter proper values for the Subnet Mask and Gateway Address fields. In this case,
“255.255.255.0” and “192.2.5.2” are used to correspond to the network configuration in
these Application Notes. Set the Enable Ethernet Port field to “y”, and use a separate
Network Region for the C-LAN dedicated for Avaya AES connectivity. Default values
may be used in the remaining fields. Submit these changes.

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add ip-interface 01a03
IP INTERFACES
Type: C-LAN
Slot: 01A03
Code/Suffix: TN799 D
Node Name: Clan-1
IP Address: 192.2 .5 .6
Subnet Mask: 255.255.255.0
Gateway Address: 192.2 .5 .2
Enable Ethernet Port? y
Network Region: 2
VLAN: n
Number of CLAN Sockets Before Warning: 400
ETHERNET OPTIONS
Auto? y
Figure 3: IP Interface
3. Add a new data module using the “add data-module n” command, where “n” is an
available extension. Enter the following values as displayed in Figure 4:
•Name: A descriptive name.
•Type: “ethernet”
•Port: Same slot number from Figure 3 and port “17”.
•Link: A link number not previously assigned on this switch.
add data-module 60000
DATA MODULE
Data Extension: 60000 Name: Clan-1
Type: ethernet
Port: 01a0317
Link: 11
Network uses 1's for Broadcast Addresses? y
Figure 4: Data Module
3.2. Administer Transport Link for Avaya AES Connectivity
Administer the transport link to Avaya AES with the “change ip-services” command.

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1. Add an entry with the following values for fields on Page 1, as displayed in Figure 5
below:
•Service Type: “AESVCS”
•Enabled: “y”
•Local Node: Node name for the Clan-1 assigned in Figure 2.
•Local Port Retain the default of “8765”.
change ip-services Page 1 of 3
IP SERVICES
Service Enabled Local Local Remote Remote
Type Node Port Node Port
CDR1 Clan-1 0 TestSite 9002
CDR2 Clan-1 0 CDR-2nd 9004
AESVCS y Clan-1 8765
Figure 5: IP Services Page 1
2. Go to Page 4 of the IP Services form, and enter the following values as displayed in
Figure 6:
•AE Services Server: Name obtained from the Avaya AES server, in this case
“AES-Test”.
•Password: Same password to be administered on the Avaya AES server.
•Enabled: “y”
Note that the name and password entered for the AE Services Server and Password
fields must match the name and password on the Avaya AES server. The administered
name for the Avaya AES server is created as part of the Avaya AES installation, and can
be obtained from the Avaya AES server by typing “uname –n” at the Linux command
prompt. The same password entered in Figure 6 below will need to be set on the Avaya
AES server using Administration ÆSwitch Connections ÆEdit Connection ÆSet
Password as displayed in Figure 12.
change ip-services Page 3 of 3
AE Services Administration
Server ID AE Services Password Enabled Status
Server
1: AES-Test *** y
2:
Figure 6: IP Services Page 3
3.3. Administer CTI Link with TSAPI Service
Add a CTI link and set the values as displayed in Figure 7 below using the “add cti-link n”
command, where “n” is an available CTI link number.
1. Enter an available extension number in the Extension field. Note that the CTI link
number and extension number may vary. Enter “ADJ-IP” in the Type field, and a

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descriptive name in the Name field. Default values may be used in the remaining fields.
Submit these changes.
add cti-link 1 Page 1 of 3
CTI LINK
CTI Link: 1
Extension: 60100
Type: ADJ-IP
COR: 1
Name: TSAPI Link
Figure 7: CTI Link
4. Configure Avaya Application Enablement Services
This section provides the procedures for configuring Avaya Application Enablement Services.
The procedures fall into the following areas:
•Verify Avaya Application Enablement Services License
•Administer local IP
•Administer switch connections
•Administer TSAPI link
•Administer security database
•Administer TASKE user
4.1. Verify Avaya Application Enablement Services License
From the WEB browser, enter the IP address of the Avaya AES. For example enter
http://10.30.1.1. The Avaya Application Enablement Services screen should display. At this
point, either the AE Server Administration or the WebLM Administration can be selected
(not displayed). Select AE Server Administration and log into Avaya AES with the correct
credentials. Refer to Reference [1] during the Avaya AES administration and operation.

1. The Welcome to OAM screen will be displayed as displayed in Figure 8. From the right
panel, initially select CTI OAM Administration. Note: User Management is covered
in a later step.
Figure 8: Welcome to OAM
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2. The License Information must be visible as displayed in the Welcome to CTI OAM
Screens as in Figure 9. Verify that the Avaya Application Enablement Services license
has proper permissions for the features illustrated in these Application Notes by ensuring
the TSAPI service is licensed. If the TSAPI service is not licensed, then contact the
Avaya sales team or business partner for a proper license file.
Figure 9: Welcome to CTI OAM Screens
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4.2. Administer Local IP
From the menu column, select Administration ÆNetwork Configuration ÆLocal IP.
1. As displayed in Figure 10, in the Client Connectivity field, select the Avaya AES server
IP address that will be used to connect to TASKE Contact. In the Switch Connectivity
field, select the Avaya AES server IP address that will be used to connect to Avaya
Communication Manager. Click on Apply Changes.
Figure 10: Local IP

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4.3. Administer Switch Connections
1. From the CTI OAM Home menu, select Administration ÆSwitch Connections. As
displayed in Figure 11, enter a descriptive name for the switch connection and click on
Add Connection. In this case, the name S8500 is used, and the actual switch connection
name will vary.
Figure 11: Switch Connections

2. The Set Password screen is displayed. As displayed in Figure 12, enter the same
password that was administered in Avaya Communication Manager using the IP Services
form in Figure 6. Re-enter the same password in the Confirm Switch Password field.
Note that the default value of checked may be retained for the SSL field. Had the switch
been an Avaya DEFINITY Server G3csi, the SSL field would need to be unchecked. Click
on Apply.
Figure 12: Set Password
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3. The S8500 entry is created as displayed in Figure 13. Click on Edit CLAN IPs if you
need to change the password.
Figure 13: Configured Switch Connections
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4. In the Edit CLAN IPs – S8500 screen, enter the host name or IP address of the C-LAN
used for Avaya AES connectivity as displayed in Figure 14. In this case, 192.2.5.6 is used,
which corresponds to the C-LAN administered on Avaya Communication Manager in
Figure 2. Click on Add Name or IP.
Figure 14: Edit CLAN IPs
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4.4. Administer TSAPI Service
1. To administer a TSAPI link on Avaya AES, select Administration ÆCTI Link Admin
ÆTSAPI Links from the CTI OAM Home menu as displayed in Figure 15. Click on
Add Link.
Figure 15: TSAPI Links

2. In the Add/Edit TSAPI Links screen, select the following values as displayed in Figure
16:
•Switch Connection: Administered switch connection configured in Figure 11.
•Switch CTI Link Number: Corresponding CTI link number configured in Figure 7.
Note: The actual values for both fields may vary. Click on Apply Changes.
Figure 16: Add/Edit TSAPI Links
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3. Enable the security database on Avaya AES, as this functionality is utilized by TASKE
Contact. From the CTI OAM Home menu, select Administration ÆTSAPI
Configuration to display the TSAPI Configuration screen displayed in Figure 17 below.
For TCP Preferred Naming Format select IP Address followed by Apply Changes.
Figure 17: TSAPI Configuration
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4. Navigate to the Tlinks screen by selecting Administration ÆSecurity Database Æ
Tlinks from the CTI OAM Home menu. Note the value of the Tlink Name, as this will be
needed for configuring TASKE Contact.
In this case, the Tlink Name is AVAYA#S8500#CSTA#AES-TEST, which is
automatically created by the Avaya AES server and displayed in Figure 18.
Figure 18: Tlinks
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4.5. Administer Security Database
All devices that are monitored and controlled by TASKE Contact need to be configured in the
Avaya AES security database.
1. From the CTI OAM Home menu, select Administration ÆSecurity Database Æ
Devices, and add each device by entering the device extension and clicking on Add Device.
A sample listing of the configured devices used for compliance testing is displayed in
Figure 19. Note that the total number of devices may vary, as this depends on the number
of extensions to be monitored.
Figure 19: Devices

2. The associated field values for each device are entered in the Add / Edit Device screen
displayed in Figure 20. The following is a description of the device types that can be
monitored by TASKE Contact:
•PHONE: Station extensions.
•VDN: Vector Directory Number extensions.
•AGENT ID: Logical agent extensions.
•ACD: ACD split or Skill group extensions
.
Figure 20: Add/Edit Devices
4.6. Administer TASKE User
Select OAM Home ÆUser Management to display the Avaya AES login screen. Log in using
the User Management user name and password, and the same Welcome to CTI OAM screen
from Figure 8 is displayed.
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