Avaya DMCC

Use the following procedure to create a DMCC adapter for Avaya to support Single Step Conference or Service Observe.

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Service, click Settings.

  2. Click Create.

  3. Select Avaya DMCC (CMAPI) Adapter.

  4. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

    Description

    Type a description of the adapter (optional).

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type: Automatic, Manual, or Disabled.

    DataSource

    Select a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. (you can create data sources in Enterprise Manager).

    AES Server Hostname

    Type the hostname or IP address of the AES server. The default is server.

    Use Secure DMCC

    Select this check box to encrypt communication between the Avaya DMCC adapter and the Avaya Communication Manager switch.

    AES Username

    Type your username for the AES server.

    AES Password

    Type the password for the username specified above.

    Use Backup Server

    Select this check box if your system will include a backup server for Avaya CMAPI.

    Backup Server Hostname

    If you enable the check box above, this field becomes editable for you to add the hostname of the server. The default is server2.

    Avaya CM Switch Name

    The Avaya Communication Manager switch connection name in the AES. This setting is case sensitive.

    Use Extension As Device Passcode

    Select this check box to use the phone’s extension as the device passcode (instead of a single phone passcode, which you would set in the following field). The value specified here does not matter if "Unrestricted Access" is enabled for the assigned AES user name.

    Phone Passcode

    Enter the four-digit phone passcode. Use this if you have the same passcode set for all phones. The value specified here does not matter if "Unrestricted Access" is enabled for the assigned AES user name.

    Device Media Codec

    Select the audio encoding format: G.711 A-law, G.711 Mu-law, G.729, G.729 Annex A, G.723, or G.711 Mu-law.

    RTP Encryption

    For unencrypted RTP streams, select No Encryption. For encrypted streams select either SRTP AES128 HMAC80 or SRTP AES128 HMAC32. For older environments that do not support SRTP, select the legacy AES Encryption.

    Use Feature Access Code for Service Observe

    Select this check box to use a Feature Access Code (FAC) to initiate Service Observe. Note that softphones that will be used by the Recorder for Service Observe will still require a Service Observe button; the status of this button will be used to determine whether the Service Observe request was successful.

    Feature Access Code

    If you enabled the use of an FAC above, type the FAC in this field.

    Number of concurrent registrations

    Defines the number of softphones that can be registered for recording simultaneously. You can choose from 1 to 20 concurrent registrations. The default is 20, which gives you the maximum speed of registration. In some situations, you may need to lower the registration rate to reduce the impact on the Avaya system.

    To identify the phones that need to be registered, the adapter periodically checks the status of agent phones and monitors agent phone events. Softphones that need registration are placed in a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. The adapter then pulls from the queue to register the softphones. When the current softphone registration is complete (success or failure), the adapter tries to register the next softphone in the queue.

  5. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are required by Verint support or field engineers.

    Key

    Possible values

    LineRegistrationWatcherEnabled

    True : This setting is enabled. Enable this setting to increase the speed of softphone registration. The adapter analyzes which phones are the most likely candidates for registration, and prioritizes them.

    False: This setting is disabled. The adapter tries to register all configured phones, including those that are not in service or are already in use. As a result, it takes more time to complete the registration of softphones.

    This feature relies on CTI, so if CTI is down, registration will proceed as though the feature is disabled.

  6. Click Save. The adapter appears in the left-hand pane.

Related topics 

Supported Integration Service CTI adapters