Avaya DEFINITY using TSAPI

The Avaya CT adapter connects to the Avaya Computer Telephony (CT) server over the LAN using TCP/IP by means of the Telephony Services Application Programming Interface (TSAPI) SDK. The Avaya CT server in turn connects to the Avaya switch. The Avaya CT server provides the adapter with real-time telephony information from monitored extensions, hunt groups, and VDNs. Information contained in these messages is tagged along with the recording.

Before creating the TSAPI adapter, ensure that you first install the TSAPI Client.

Monitor Only Logged In Extensions

You can configure the Avaya CT adapter to monitor for events only on devices that have an agent logged in. This is beneficial in terms of reducing the total number of licenses required for Avaya CT integrations, in that if your environment will have more extensions than active agents at any given time, you can purchase licenses based on that number of agents, rather than total number of extensions.

In addition to selecting the Monitor Only Logged In Extensions check box in the adapter, as described below, you must also configure a Hunt Group. This will ensure that agent login events (and therefore CTI events) are received.

Note that when extensions are not registered because no agent is logged into it, the extension will be marked on the Recorder as being in fallback. The Recorder raises “CTI Not Available” and “Channel Controller Connection Lost” (for the IP and TDM Recorders respectively, for any extension placed in Fallback. Since this will be an expected state for this feature, you should disable these alarms. See the System Monitoring, Messaging, and Alarms Guide for instructions on editing an alarm to disable it.

Procedure

Choose General Setup > Integration Adapters > Settings.
Click Create.
Select Avaya CT (TSAPI) Adapter.

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

Field	Description
Avaya CT Service Id	This is the internal identifier by which the Avaya CT Server is known to the CTI Adapter's server.
Backup Service Id	Optional: The identifier for a backup service to which the TSAPI adaptor can connect if the primary connection fails.
Login Name	Type a login name used to access the TSAPI server.
Login Password	Click the button beside the Password field and type a password for the TSAPI server.
Monitor Only Logged In Extensions	If you select this check box, the adapter will not automatically monitor extensions when it starts. Instead, it will check each extension to see if it is logged in. If it is, the adapter will monitor the extension for CTI events. Otherwise, it waits until an agent logs into that extension, and monitors it then. If enabled, you must also configure hunt groups, otherwise an alarm will be raised. Ensure that you start the adapter once configuration is complete and you click save.
Advanced Settings Use this section to add custom settings pertaining to this specific adapter and integration. To add a custom setting, click Add, enter a key and value, save and then restart the adapter.
Key	ParseUUIAsString Add this key, with a Value of true, in order to capture User to User Information (UUI) from Avaya TSAPI events. You can now use custom data based on this information (see “CTI Tagging” in the Recorder Configuration and Administration Guide for more information).

Click Save.
Select the adapter in the left-hand pane and click the Start button to start the adapter.