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Contents

............................................................................................................ 6

.................................................................................................................................. 6

Chapter 2: Implementation checklist

...................................................................................... 7

Chapter 3: Administering Communication Manager

........................................................... 10

Communication Manager templates

........................................................................................ 11

Administration tips

................................................................................................................. 11

Configuring IP node names and addresses

............................................................................. 14

Administering the IP Network Region screen

........................................................................... 14

Administering the Feature-Related System-Parameters screen

................................................. 15

Administering Call Center Elite features

.................................................................................. 15

Administering the Signaling Group screen

............................................................................... 15

Administering the Trunk Group screen

.................................................................................... 16

Administering call routing

....................................................................................................... 17

Administering the Numbering-Private Format screen

................................................................ 18

Administering the Station screen

............................................................................................ 18

Administering the Off-PBX-Telephone Station-Mapping screen

................................................. 19

Synchronizing Communication Manager and System Manager data

.......................................... 19

Adding users and stations

...................................................................................................... 19

Chapter 4: Avaya 96X1 SIP agent deskphones

.................................................................... 21

Differences between 96X1 SIP and 96X1 H.323 deskphones

.................................................... 21

96X1 SIP agent deskphone feature support

............................................................................. 22

Agent login, logout, and work mode changes

........................................................................... 23

Communication Manager invoked changes

............................................................................. 24

Personal Profile Manager

....................................................................................................... 25

Scalability of 96X1 SIP agent deskphones

............................................................................... 25

Chapter 5: Troubleshooting

................................................................................................... 27

96X1 SIP agent deskphone troubleshooting

............................................................................ 27

Communication Manager troubleshooting

................................................................................ 27

Communication Manager denial events

............................................................................. 27

Session Manager troubleshooting

........................................................................................... 29

Troubleshooting scenarios

..................................................................................................... 29

Chapter 6: Resources

............................................................................................................. 31

Documentation

...................................................................................................................... 31

Finding documents on the Avaya Support website

............................................................. 32

Training

................................................................................................................................ 33

Viewing Avaya Mentor videos

................................................................................................. 33

Support

................................................................................................................................ 34

Glossary

................................................................................................................................... 35

June 2019

Using 96X1 SIP agent deskphones with Call Center Elite

Comments on this document? [email protected]

Содержание 96x1 Series

Страница 1: ...Using Avaya 96X1 SIP Agent Deskphones with Avaya Aura Call Center Elite Release 8 1 Issue 1 June 2019 ...

Страница 2: ...Y OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTPS SUPPORT AVAYA COM LICENSEINFO UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS Avaya Products OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA ARE APPLICABLE TO ANYONE WHO DOWNLOAD...

Страница 3: ...ITED TO MICROSOFT SOFTWARE OR CODECS THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS AT THE AVAYA CHANNEL PARTNER S EXPENSE DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER WITH RESPECT TO CODECS IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE H 264 CODEC OR H 265 CODEC THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE...

Страница 4: ...aya one X Portal Communication Manager Application Enablement Services Modular Messaging and Conferencing are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All non Avaya trademarks are the property of their respective owners Linux is the registered trademark of Linus Torvalds in the U S and other countries ...

Страница 5: ...ommunication Manager and System Manager data 19 Adding users and stations 19 Chapter 4 Avaya 96X1 SIP agent deskphones 21 Differences between 96X1 SIP and 96X1 H 323 deskphones 21 96X1 SIP agent deskphone feature support 22 Agent login logout and work mode changes 23 Communication Manager invoked changes 24 Personal Profile Manager 25 Scalability of 96X1 SIP agent deskphones 25 Chapter 5 Troublesh...

Страница 6: ...6X1 SIP agent deskphones This document is intended for people who want to learn how to use Avaya Aura Call Center Elite with 96X1 SIP agent deskphones including implementation engineers and system administrators June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 6 Comments on this document infodev avaya com ...

Страница 7: ...nager 5 Install Communication Manager For information about installing Communication Manager see Avaya Aura Communication Manager Special Application Features 6 Install the Communication Manager templates For Communication Manager at the core download CM_Duplex ovf file from Product Licensing and Delivery System PLDS For remote Communication Manager download the CM_SurvRemote ovf file For informat...

Страница 8: ...S IP Deskphones SIP 13 Gain access to CRAFT procedures For information about accessing local procedures see Installing and Maintaining Avaya 9601 9608 9608G 9611G 9621G 9641G 9641GS IP Deskphones SIP 14 Configure SIP settings For information about configuring the SIP settings see Installing and Maintaining Avaya 9601 9608 9608G 9611G 9621G 9641G 9641GS IP Deskphones SIP 15 Configure the time serve...

Страница 9: ...ones for survivability For information about system failover and survivability see Administering Avaya Deskphone SIP for 9601 9608 9611G 9621G 9641G June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 9 Comments on this document infodev avaya com ...

Страница 10: ...ommunication Manager as an evolution server As an evolution server Communication Manager uses the full call model In the full call model call processing is a single step procedure that is Communication Manager processes the origination and termination parts of the call without a break For information about IMS signaling flow and full call model see Implementing End to End SIP Procedure 1 Change th...

Страница 11: ...ation Manager Main Communication Manager Survivable Remote Simplex Communication Manager Survivable Remote Embedded Survivable Remote Note You must install System Platform on Avaya servers before installing the solution template For the simplex and duplex templates use the following servers Common server R2 Dell PowerEdge R620 and HP ProLiant DL360p G8 Common server R3 Dell PowerEdge R630 and HP P...

Страница 12: ... and reporting errors Communication Manager does not send station signaling related messages to CMS or Avaya IQ Furthermore if CMS or Avaya IQ measure OPS SIP trunk groups Communication Manager logs a SIP OPTIM TG Meas Error denial event 5073 Use private settings to ensure that SIP trunks for Off PBX Telephone Integration and Mobility OPTIM OPS signaling are from dedicated SIP trunk groups To prev...

Страница 13: ...ne of the 96X1SIPCC types and assign an agnt login button on the Station screen for each SIP agent deskphone The following are some guidelines for Secure Real time Transport Protocol SRTP Use the Transport Layer Security TLS protocol for signaling between Session Manager and SIP agent deskphones and between Communication Manager and Session Manager Connection to Avaya Aura Presence Services requir...

Страница 14: ...s screen type node names 3 In the IP Address field type the IP address 4 Press Enter to save the changes Administering the IP Network Region screen Procedure 1 At the command prompt type change ip network region xxx where xxx is the number of the network region Press Enter 2 In the Authoritative Domain field select SIP 3 In the Allow SIP URI Conversion field select y 4 In the Intra region IP IP Di...

Страница 15: ... Elite features see Administering Avaya Aura Call Center Elite Administering the Signaling Group screen Procedure 1 In the Group Type field select SIP 2 In the IMS Enabled field select n 3 In the Transport Method field select tls 4 Administer Near end Listen Port and Far end Listen Port You must administer separate SIP entities on Session Manager that map to different signaling groups in Communica...

Страница 16: ... links defined in Session Manager as indicated in the table as more OPS signaling trunks and more inbound signaling trunks might be required in Communication Manager to handle the required call traffic load and the required number of SIP agent deskphones 5 In the DTMF over IP field select rtp payload 6 In the Session Establishment Timer field enter 3 which is the recommended time period for call c...

Страница 17: ... uses a session refresh interval value that is higher than the configured value for Preferred Minimum Session Refresh Interval but relatively low compared to the amount of SIP traffic that Communication Manager currently handles Communication Manager rejects the calls with a 4xx response and includes the suggested session refresh interval value for call attempt Therefore large call centers must en...

Страница 18: ...creen select a 96X1SIPCC station type that is 9608SIPCC 9611SIPCC 9621SIPCC or 9641SIPCC 3 Assign a coverage path for each 96X1 SIP agent deskphone 4 Administer the auto answer field on the Station or Agent LoginID screen Note The field option on the Agent LoginID screen overrides the option on the Station screen 5 In the Restrict Last Appearance field select y 6 Assign an agnt login button along ...

Страница 19: ...CM Data and Configure Options screen expand the Synchronize CM Data Launch Element Cut Through table and the click the check box of the desired Communication Manager Evolution Server 3 Select Save Translations for selected devices and click Now to start the synchronization 4 Refresh the Web page and verify that the Sync Status column of the desired Communication Manager Evolution Server shows Comp...

Страница 20: ... Element Cut Through screen If you are a custom user you must have the login credentials to gain access to the Element Cut Through screen 3 On the Element Cut Through screen enter the add station command Note If you administer stations directly on Communication Manager you must administer a user communication profile for each extension Administering Communication Manager June 2019 Using 96X1 SIP a...

Страница 21: ...ding a phone screen to view and manage calls and icons that indicate agent status call state feature status queued calls and missed calls Related links Differences between 96X1 SIP and 96X1 H 323 deskphones on page 21 96X1 SIP agent deskphone feature support on page 22 Agent login logout and work mode changes on page 23 Communication Manager invoked changes on page 24 Personal Profile Manager on p...

Страница 22: ...t H 323 deskphones do not support Hebrew and Korean H 323 language files have a txt file extension SIP deskphones support text entry in Hebrew and Korean All SIP language files have a xml file extension Related links Avaya 96X1 SIP agent deskphones on page 21 96X1 SIP agent deskphone feature support The 96X1 SIP agent deskphones supports the following call center features Agent login and logout bu...

Страница 23: ...e with the 96X1 SIP agent deskphones The feature is supported only with phones that use the Avaya Deskphone H 323 application Call Center features such as login and logout function differently in the 96X1 SIP agent deskphones as these features use the capabilities of the Avaya SIP architecture Related links Avaya 96X1 SIP agent deskphones on page 21 Agent login logout and work mode changes The 96X...

Страница 24: ... such as the following When an agent state automatically changes to ACW after releasing or disconnecting the call Communication Manager notifies the SIP phone of an agent state change to the Manual in work mode When an agent in the Auto in work mode disconnects an ACD call Communication Manager notifies the SIP phone of an agent state change to Timed ACW When Maximum Agent Occupancy MAO is less th...

Страница 25: ...in to the system the 96X1 SIP agent deskphones send a SUBSCRIBE message to PPM or SM to download agent characteristics through the Call Center Information CC Info Event package The package includes agent information AgentInfo and CC statistical information CCStatsInfo Note PPM does not override the values that you set using the CRAFT menu on the phone You must manually clear the values Related lin...

Страница 26: ...Related links Avaya 96X1 SIP agent deskphones on page 21 Avaya 96X1 SIP agent deskphones June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 26 Comments on this document infodev avaya com ...

Страница 27: ...r vendor equipment Communication Manager denial events Event type Event description Explanation 374 Suspend vectors in ovld When the processor occupancy of Communication Manager exceeds 92 5 the system suspends the vectors for 6 seconds The system re checks the processor occupancy and if the processor occupancy has not still reduced the system continues to suspend the vectors processing after ever...

Страница 28: ...ogged in to before Maximum number of logged in skill reached 1384 Agent logins maximum Maximum number of simultaneous logins exceeded or agent login failed 1385 Agent password digits failed Failure in getting the Logical Agent password digits from the Dial Plan Manager 1386 Agent password mismatch Agent entered a password that does not match the administered password 1387 Agent login invalid error...

Страница 29: ... order to use Coaching Session Manager troubleshooting Use SIP message tracing to troubleshoot Session Manager instances The SIP Trace Viewer displays SIP message trace logs based on the configured filters For information about SIP tracing see Maintaining and Troubleshooting Avaya Aura Session Manager Troubleshooting scenarios Problem Troubleshooting actions You cannot register stations Check that...

Страница 30: ...rs might be existing agent errors such as multiple agent login and incorrect login ID and password The 96X1 SIP agent deskphone does not support third party call forwarding and send all calls Check that administration of third party support for call forwarding and send all calls exists When buttons are administered for call forwarding all call forwarding busy does not answer or send all calls leav...

Страница 31: ...ngineers and system administrators Avaya Aura Call Center Elite Overview and Specification Know about Call Center Elite features performance specifications security and licensing information Implementation engineers sales engineers and solution engineers Avaya Aura Call Center Elite Feature Reference Know about Automatic Call Distribution ACD and Call Vectoring features All users Table 3 Communica...

Страница 32: ...ers Using Avaya 9621G 9641G 9641GS IP Deskphones SIP for Call Center Agents Use the 9821G and 9641G SIP agent deskphones in a call center environment All users Using Avaya 9608 9608G 9611G IP Deskphones SIP Use the 9608 and 9611G SIP agent deskphones All users Using Avaya 9621G 9641G 9641GS IP Deskphones SIP Use the 9621G and 9641G SIP agent deskphones All users Table 5 Other related documents Tit...

Страница 33: ...ter Elite 16 hours 7491X Avaya Aura Call Center Elite and Avaya Aura Call Center Elite Multichannel Support Exam 1 50 hours 2416W Avaya Aura Call Center Elite Fundamentals 0 5 hour for all audiences 2412W Using Avaya Workspaces for Elite Agents 0 5 hour for end users 2414W Using Avaya Workspaces for Elite Supervisors 0 5 hour for end users Viewing Avaya Mentor videos Avaya Mentor videos provide te...

Страница 34: ... the website Note Videos are not available for all products Support Go to the Avaya Support website at https 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 req...

Страница 35: ...unication Manager cannot distinguish among several applications residing on the same adjunct Hence Communication Manager treats the adjunct and all resident applications as a single application The terms application and adjunct are used interchangeably throughout the document ARS Automatic Route Selection ARS is a feature that Communication Manager uses to automatically select the least cost route...

Страница 36: ...n which an agent must press manual in to receive an ACD call MAO Maximum Agent Occupancy MAO is a feature that Communication Manager uses to set thresholds on the amount of time that an agent spends on a call The MAO threshold is a system administered value that places an agent in the AUX work mode when the agent exceeds the MAO threshold for calls network region A group of IP endpoints and Commun...

Страница 37: ...ted telecommunications channel between two communications systems or Central Offices COs trunk allocation The manner in which trunks are selected to form wideband channels work mode A function that an agent performs during the work shift ACD work modes include AUX work auto in manual in and ACW SIP June 2019 Using 96X1 SIP agent deskphones with Call Center Elite 37 Comments on this document infode...

Страница 38: ...plates 11 communication profile 19 concurrent SIP agents 25 configuring IP nodes 14 D dedicated SIP trunk groups 11 denial events 27 E embedded templates 11 event packages 25 evolution server 7 10 11 F feature access codes FAC 10 feature buttons 18 after call 25 auto in 25 auto msg wt 25 aux work 25 coach 25 manual in 25 q calls 25 stroke cnt 25 uui info 25 vu display 25 work code 25 feature invoc...

Страница 39: ...agnt logout 22 aut msg wt 22 auto in 22 aux work 22 SIP phone buttons continued call appr 22 manual in 22 q calls 22 stroke cnt 22 uui info 22 vu display 22 work code 22 SIP phone scalability 25 SIP settings 11 SIP traffic 16 SIP URI conversion 14 site specific option number SSON 7 SRTP considerations 11 station mapping mode 19 stations adding 19 SUBSCRIBE message 25 support 34 survivability 7 sur...

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