Avaya VoIP Drivers Integration

NICE Perform®
Release 3
Integration with Avaya VoIP Drivers
February 2008
385A0653-01 Rev. A1
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Revision History
Integration with Avaya VoIP Drivers
Revision Modification Date Description
A1 January 2008 • Updated Step 3 in the procedure Step 1, in H.323 RAS

Troubleshooting on page 30.
• Added examples to username parameters in Table
2-1: Sms Switch Connection Parameter Values
on page 41.
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Contents
1
Avaya H.323 RAS CTI Link Installation 9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Configuring the Avaya H.323 RAS CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Running the Avaya H.323 RAS CTI Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
H.323 RAS Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Push Monitor Tester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Step 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Step 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Step 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Step 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2
Avaya Sms CTI Link Installation 35
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Configuring the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Configuring the Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Creating the Switch Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Running the Avaya Sms CTI Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Sms Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Avaya Sms Web Interface Test Application Page . . . . . . . . . . . . . . . . . . . . 53
Avaya Sms Monitor Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Index 57
Contents 7
NICE Perform ® Release 3: Integration with Avaya VoIP Drivers (Rev. A1)
Blank page for double-sided printing.
1
Avaya H.323 RAS CTI Link Installation
Contents
Introduction..................................................................................................................... 10
Configuring the Avaya H.323 RAS CTI Link .................................................................12
Configuring the Connection Manager .......................................................................... 20
Creating the Switch Driver............................................................................................. 24
Running the Avaya H.323 RAS CTI Link ....................................................................... 29
H.323 RAS Troubleshooting .......................................................................................... 30
Push Monitor Tester ................................................................................................... 30
Chapter 1: Avaya H.323 RAS CTI Link Installation 9
Introduction
Introduction
When do you need to install an Avaya VoIP driver?
The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or
CVLAN) in order to receive critical information, which is required when recording in a Passive
VoIP environment.
The Avaya H.323 RAS driver is a sniffing-based driver using H.323 protocol. Using the Sniffer
API, the driver sniffs the gatekeepers/extensions on the network to receive the details of the
dynamic mapping between extension numbers and IP addresses.
The Avaya H.323 RAS driver must be installed in Avaya DHCP VoIP environments to enable the
NICE System to receive the dynamic mapping of extensions and IP addresses.
Why would you use the Avaya H.323 RAS driver?
• Scenario:
Extension numbers are configured as DHCP, meaning that each time the extension gets
connected to the network it could receive a different IP address. The NICE RCM/Channel
Server does not know which IP belongs to which extension.
• Solution:
IP phones such as 4606 Avaya IP phones are preset to send a Keep Alive signal to the Gate
Keeper each quantum of time. In these cases, we place a network RAS sniffer and catch
the Keep Alive messages.
• Scenario:
IP phones such as the 4610SW Avaya IP phones are set to send a Keep Alive signal to the Gate
Keeper only on restart. If the RAS sniffer was down at that exact time, or if for any reason the
RAS sniffer missed the first Keep Alive signal, you cannot retrieve the mapping information of
which IP address belong to which extension number.
• Solution:
The H.323 RAS offers 2 possible ways to solve this problem:
• The H.323 RAS sends an SNMP (Simple Network Management Protocol)
identification request to each of the configured IP addresses.
-or-
• The H.323 RAS sends a PUSH identification request to each of the configured IP
addresses.
Before you install the Avaya H.323 RAS CTI link, confirm/check the following:
• For RAS: All traffic that goes from the IP phones to the Connection Manager (registration
requests) must be in the H.323 RAS driver span.
• For SNMP: Configuration of the Avaya SNMP Connectivity.
• For Push: The Push Monitor is configured and works correctly. You can do this using the
Push Monitor Tester (see Push Monitor Tester on page 30).
Introduction
Configuring the Avaya H.323 CTI link is divided into the following procedures:
• Configuring the Avaya H.323 RAS CTI Link on page 12

• Configuring the Connection Manager on page 20
• Creating the Switch Driver on page 24
• Running the Avaya H.323 RAS CTI Link on page 29
Configuring the Avaya H.323 RAS CTI Link
To configure the Avaya H.323 RAS CTI link:

1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears.
2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears.
Figure 1-1 System Administrator
3. Set the System Administrator to Technician Mode:

a. In the Organization Tree, select the Organization branch.
Figure 1-2 System Administrator - Organization Branch
b. Mark the Technician Mode checkbox and click Save .

4. In the Organization tree, under Master Site > CTI Integrations, choose CTI Interfaces.
Figure 1-3 CTI Interfaces
5. From the Actions menu, choose New CTI Interface.

Figure 1-4 Actions Menu
The Set New CTI Interface Wizard starts.
Figure 1-5 Introduction Window
6. Click Next.
The General Interface Information window appears.
Figure 1-6 General Interface Information Window
7. To set the CTI Interface:

a. From the Telephony switch drop-down list, choose Avaya CM.
b. From the CTI Interface drop-down list, choose SNMP / Push.
c. Click Apply.
The Name and Physical Switch fields become enabled.
d. In the Name field, type a name for the interface (Example: H323RAS).
8. Click Next.
The Switch Connection and Additional Information window appears.
Figure 1-7 Switch Connection and Additional Information Window
9. Click the Expand arrow to expand the Switch Connection Details row.
10. To configure and define the H.323 RAS switch connection parameters, choose 1 out of 3
methods. Using these methods, you define specific switch connection parameter values so you
can access the map (the extension number) from the IP address of the VOIP extension.
The 3 methods are specified in Table 1-1 on page 16 and are:
• RAS Sniffing - The VoIP extension signalling (H.323) should go through the RAS driver
span.
• PushAPI - The RAS driver should be defined as a trusted push server in the Avaya TFTP
server.
• SNMPAPI - The SNMPCommunity is configured in the TFTP file.
Table 1-1: H.323 RAS Switch Connection Parameter Values
Value to Value to Value to

Define for Define for Define for
Parameter Name Comment
RAS Sniffing PushAPI SNMPAPI
Method Method Method
UseAvayaPushAPI Defines whether the No Yes No

Avaya Push API is
supported.
AvayaPushAPIPort Port used by the web 62110 62110 62110

server in Avaya PUSH
API.
UseAvayaSNMPAPI Defines whether Avaya No No Yes

SNMP API is
supported.
SNMPCommunity Note: public public public

H.323 Software Release 2.7
for the 4610SW, 4620SW,
4621SW and 4622SW IP
telephones does not support
a default value for the SNMP
community string, so the
community string in the
Avaya 46xx setting
configuration file must match
the NICE configuration.
To view updates of the Avaya
IP Phone firmware list, logon
to the Avaya site.
a. To change the default values, double-click the row of the relevant parameter.
The Switch Connection Parameter window for that parameter appears.
Figure 1-8 Switch Connection Parameter Window
b. Enter a value for that parameter in the Value field.

c. Click OK.
The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next.
The Switch Devices Configuration window appears.

Figure 1-9 Switch Devices Configuration Window
12. If you use RAS Sniffing, click the expand arrow to expand Interception IP Range (Gate
Keeper).
If you do not use RAS Sniffing, go to Step 14.
Figure 1-10 Switch Devices Configuration Window - Interception IP Range
13. To configure the Interception IP Range, click Add.
The Gate Keeper window appears.

Figure 1-11 Gate Keeper Window
a. Type an IP value.
b. Define a Port value.
c. Click OK.
Repeat Step 13 to define more than one range.
14. Click the expand arrow to expand Ranges of IP Devices Addresses.

15. To configure the IP addresses of the VoIP extension:
a. Click Add IP to add a single IP address.
The Device IP Range window appears.
Figure 1-12 Device IP Range - Single IP Address
• Type an IP value, and click OK.

b. Click Add Range to add a range of IP addresses.
The Device IP Range window appears.
Figure 1-13 Device IP Range - IP Range
• Type an IP Range value, and click OK.

The Switch Devices Configuration window reappears.
16. Click Next.

The Summary window appears.
17. Click Finish to create the CTI Interface.
The System Administrator page reappears.
Confirm the H.323 RAS CTI link appears in the list of CTI Interfaces.
Figure 1-15 System Administrator Window
Configuring the Connection Manager

After configuring the CTI Interface, you must configure the Connection Manager to the H.323
RAS CTI link you created in the CTI Interface.
To configure the Connection Manager:

1. In the Organization tree, under Master Site > CTI Integrations, choose Connection
Managers.
Figure 1-16 Connection Managers
2. From the Actions menu, choose New Connection Manager.

The Set New Connection Manager Wizard starts.
3. Click Next.
The General Information window appears.
Figure 1-19 General Information Window
4. In the Name field, type a name for the Connection Manager.

5. In the ID field, enter an ID number for the Connection Manager.
6. In the Location area, select either the IP Address or the Host Name of the computer on
which the Connection Manager is located and add a relevant value.
It is recommended to accept the existing defaults for the Connection Manager Reporting
Levels and Additional Parameters.
7. Click Next.
The Connection Manager Switches window appears.
Figure 1-20 Connection Manager Switches Window
All available CTI Interfaces are listed in the Available Interfaces area.
8. Choose the H.323 interface you want to attach and click the arrow to transfer the interface
to the Attached Interfaces area.
It is recommended to accept the existing Interface Parameters defaults.
9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
Figure 1-21 Summary Window
10. Click Finish to create the Connection Manager.

The System Administrator page reappears and the new Connection Manager appears in the list
of Connection Managers.
11. To view the new Connection Manager you have just created, select the new Connection
Manager and click the Interfaces tab.
Figure 1-22 Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.
Creating the Switch Driver

After configuring the Connection Manager, you create the switch driver and connect it to the
Connection Manager.
To create the switch driver:

1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers.
Figure 1-23 Drivers
2. From the Actions menu, choose New Driver.

The Set New Driver Wizard starts.
3. Click Next.
4. In the Name field, type the name you want to give to the switch driver.
5. In the ID field, enter the ID number you want to give to the switch driver.
It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level,
Additional Driver Parameters and CtiAnalysis Parameters.
7. Click Next.
The Attach Connection Manager and Switches window appears.
Figure 1-27 Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and H.323 RAS checkboxes.

9. Click Next.
The Summary window appears and displays the Driver name and ID.
10. Click Finish to create the New Driver.

The System Administrator page reappears and the new Driver appears in the list of Drivers.
11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab.
The Driver Interface and the Connection Manager you configured in Step 8 appear in the
Attach CTI Interfaces area.
Figure 1-29 Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration:

a. In the Organization tree, click CTI Integrations.
The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection
Manager in the middle and the Avaya H.323 RAS is on the right side of the diagram.
Figure 1-30 Confirm Driver Interface Configuration
Driver Connection Manager H.323 RAS TSAPI /

CTI link CVLAN
CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following
manuals:
• NICE Perform Release 3 Integration with Avaya TSAPI.
• NICE Perform Release 3 Integration with Avaya CVLAN.
Running the Avaya H.323 RAS CTI Link
Running the Avaya H.323 RAS CTI Link

After creating the switch Driver, you run the Avaya H.323 RAS CTI link.
To run the Avaya H.323 RAS CTI link:

1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS .
Figure 1-31 Run NiceCLS
NiceCLS window appears.

2. Double-click Nice Integration Dispatch Service to run the Avaya H.323 RAS CTI link.
Figure 1-32 NICE Integration Dispatch Service
H.323 RAS Troubleshooting

Push Monitor Tester
NOTE: Perform this test only in the event that you are running in Push mode.
Before you run the Avaya H.323 RAS CTI link, you will need to confirm that the Push Monitor is
configured and works correctly.
To do this, you will need to perform the following four (4) tests:
Step 1: Configure the RAS Driver as a trusted Push server under the Avaya TFTP server.
Step 2: Configure the RAS Driver IP address.
Step 3: Activate the WinSockServer.exe application to listen to the phone identification request.
Step 4: Check that Avaya Push mechanism works.
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see
page 11).
Step 1
In order to work with the H.323 RAS Push Monitor function, follow the next procedure:
To configure the RAS Driver as a trusted Push server:

1. The IP phone loads it settings from the TFTP server. To ensure sure the phone is configured to
read from the correct TFTP server, press Mute, addr and #.
2. Press # till you get to the FileSV section and type the TFTP server IP.
3. Go to the TFTP server and add the next two rows to the existing 46xxsettings.txt file:
• SET TPSLIST xxx.xxx.xxx.xxx
-or-
SET TPSLIST xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and above)
(Where xxx.xxx.xxx.xxx is the IP address of the web server. In this case, the CLS IP.)
• SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx
-or-
SET SUBSCRIBELIST http://xxx.xxx.xxx.xxx:port (in firmware 2.8.3 and
above)
(Where xxx.xxx.xxx.xxx is the IP of the Integration machine. In this case, the CLS IP.)
NOTE: Where port was configured in the AvayaPushAPIPort configuration on
page 15 in Step 10 in Configuring the Avaya H.323 RAS CTI Link.
4. Restart the phone.
NOTE: There is a limited number of trusted push servers that are registered in the
TFTP server.
Step 2
To configure the RAS Driver IP address:

1. Confirm that IIS is installed on the RAS Driver.
2. Put the attached ResponseAddress.xml file under C:\Inetpub\wwwroot.
3. Open the file and set the next line with the IP address of the RAS Driver: <Url
href="http://xxx.xxx.xxx.xxx:62110"/>.
Step 3
Using the WinSockServer.exe application, listen to the phone identification request.
The WinSockServer.exe application can be activated in one of two 2 methods, the default
method and the configured method.
Default method:
• Double-click on the WinSockServer.exe.

The server tool will listen by default on port 62110.
Configured method:
1. Open the command line:

a. Click Start > Run.
b. Type cmd and press Enter.
2. Type the WinSockServer.exe port Number.
NOTE: The port number should be identical to the port number that appears in the
ResponseAddress.xml file in Step 2.
3. Press Enter.
The following message appears: Waiting for a client to connect...
Figure 1-33 Avaya Push Tester - WinSockServer.exe
Step 4
To check that the Avaya Push mechanism works, use the attached Avaya web tool.
To check that the Avaya Push mechanism works:

1. Using internet explorer, double-click to open the interface of the Avaya web tool, the
pushdemo.html file.
Figure 1-34 Avaya Web Push Test
2. In the Send A Message To (IP Address of the Telephone) area, enter the IP address of the
IP phone.
3. In the Type of Message area, select subscribe.
4. In the Enter the location of the XML files (TPS) area, enter the IP address of the RAS
Driver.
5. In the Method area, select get.
6. Click Submit.
The following message appears: Push Status: 200 Push Message Accepted.
Figure 1-35 Avaya Web Push Test - Push Status
In the WinSockServer.exe window that you opened in Step 3, the following identification
message appears:
Figure 1-36 Avaya Web Push Test - Message in WinSockServer.exe Window
After you have performed all Push Monitor tests, run the Avaya H.323 RAS CTI link (see
page 11).
2
Avaya Sms CTI Link Installation
Contents
Introduction..................................................................................................................... 36
Configuring the Avaya Sms CTI Link............................................................................ 37
Configuring the Connection Manager .......................................................................... 43
Creating the Switch Driver............................................................................................. 47
Running the Avaya Sms CTI Link ................................................................................. 52
Sms Troubleshooting ..................................................................................................... 53
Chapter 2: Avaya Sms CTI Link Installation 35
Introduction
Introduction
When do you need to install an Avaya VoIP driver?
The Avaya VoIP driver is installed as a complement to the CTI Event driver (Avaya TSAPI or
CVLAN) in order to receive critical information, which is required when recording in a Passive
VoIP environment.
The Avaya Sms CTI link is an integrated component in the NICE Perform System.
Before you install the Avaya Sms CTI Link, confirm the following:
• All NICE Perform System components should be installed and configured correctly (NICE
Web Applications, NICE Interaction Center and NICE Integrations).
• Avaya Sms should be installed and configured correctly on the AES server.
Installing the Avaya Sms CTI link is divided into the following procedures:
• Configuring the Avaya Sms CTI Link on page 37

• Configuring the Connection Manager on page 43
• Creating the Switch Driver on page 47
• Running the Avaya Sms CTI Link on page 52
Configuring the Avaya Sms CTI Link
To configure the Avaya Sms CTI Link:

1. Log in to NICE Perform Application Suite.
The NICE Perform Application window appears.
2. In the navigation bar, click Accessories and choose System Administrator.
System Administrator appears.
Figure 2-1 System Administrator
3. Set the System Administrator to Technician Mode:

a. In the Organization Tree, select the Organization branch.
Figure 2-2 System Administrator - Organization Branch
b. Mark the Technician Mode checkbox and click Save .

4. In the Organization tree, under Master Site > CTI Integrations, choose CTI Interfaces.
Figure 2-3 CTI Interfaces
5. From the Actions menu, choose New CTI Interface.

The Set New CTI Interface Wizard starts.
6. Click Next.
The General Interface Information window appears.
Figure 2-6 General Interface Information Window
7. To set the CTI Interface:

a. From the Telephony switch drop-down list, choose Avaya CM.
b. From the CTI Interface drop-down list, choose AES SMS.
c. Click Apply.
d. In the Name field, type a name for the interface (Example: AvayaSms).
8. Click Next.
The Switch Connection and Additional Information window appears.
Figure 2-7 Switch Connection and Additional Information Window
9. Click the Expand arrow to expand the Switch Connection Details row.
10. To configure the Avaya Sms switch connection parameters, refer to the following table:
Table 2-1: Sms Switch Connection Parameter Values
Parameter Name Description
SmsHostIpAddress Defines the IP address of the Sms machine.
SmsSessionMode There is only one value currently:

BASIC_AUTHORIZATION
SmsRequestTimeoutInSec Defines the timeout for Sms web service

requests.
Username Defines the username for the Connection

Manager.
• An example for ACM 3.x, where the
default port is 5023 unsecured:
mylogin@cmserveraddr
• An example for ACM 4.x, where the
default port is 5022 secured:
mylogin@cmserveraddr:port
Password Defines the password for the CM.
a. To change the default values, double-click the row of the relevant parameter.
The Switch Connection Parameter window for this parameter appears.
Figure 2-8 Switch Connection Parameter Window
b. Enter a value for this parameter in the Value field.

c. Click OK.
The Switch Connection Parameter window closes.
11. In the Switch Connection and Additional Information window, click Next.
The Switch Devices Configuration window appears.
12. Click the expand arrow to expand Range of IP Devices Addresses.

13. To configure the IP/IP Range:
a. Click Add IP, type an IP value, and click OK.
b. Click Add Range, type an IP Range value, and click OK.
The Switch Devices Configuration window reappears.
14. Click Next.
The Summary window appears.
15. Click Finish to create the CTI Interface.
The System Administrator page reappears.
Confirm the AvayaSms CTI link appears in the list of CTI Interfaces.
Figure 2-10 System Administrator Window

After configuring the CTI Interface, you must configure the Connection Manager to the AvayaSms
CTI link you created in the CTI Interface.
To configure the Connection Manager:

1. In the Organization tree, under Master Site > CTI Integrations, click and expand
Connection Managers.
Figure 2-11 Connection Managers
2. From the Actions menu, choose New Connection Manager.

The Set New Connection Manager Wizard starts.
3. Click Next.
4. In the Name field, type a name for the Connection Manager.

5. In the ID field, enter an ID number for the Connection Manager.
It is recommended to accept the existing defaults for the Connection Manager Reporting
Levels and Additional Parameters.
7. Click Next.
The Connection Manager Switches window appears.
Figure 2-15 Connection Manager Switches Window
8. Choose the interface you want to attach and click the arrow to transfer the interface to the
Attached Interfaces area.
It is recommended to accept the existing Interface Parameters defaults.
9. Click Next.
The Summary window appears and displays the Connection Manager name and ID.
10. Click Finish to create the Connection Manager.

The System Administrator page reappears and the new Connection Manager appears in the list
of Connection Managers.
11. To view the new Connection Manager you have just created, select the new Connection
Manager and click the Interfaces tab.
Figure 2-17 Connection Managers - Attach Interfaces
The Interface you attached in Step 8 appears in the Attached Interfaces area.

After configuring the Connection Manager, you create the switch driver and connect it to the
Connection Manager.
To create the switch driver:

1. In the Organization tree, under Master Site > CTI Integrations, choose Drivers.
Figure 2-18 Drivers
2. From the Actions menu, choose New Driver.

The Set New Driver Wizard starts.
3. Click Next.
4. In the Name field, type the name you want to give to the switch driver.
5. In the ID field, enter the ID number you want to give to the switch driver.
It is recommended to accept the existing defaults for Attach CLS, Driver Reporting Level,
Additional Driver Parameters and CtiAnalysis Parameters.
7. Click Next.
The Attach Connection Manager and Switches window appears.
Figure 2-22 Attach Connection Manager and Switches Window
8. Mark both the Connection Manager and the interface checkboxes.

9. Click Next.
The Summary window appears and displays the Driver name and ID.
10. Click Finish to create the New Driver.

The System Administrator page reappears and the new Driver appears in the list of Drivers.
11. To view the new Driver you have just created, select the new Driver and click the Interfaces
tab.
The Driver Interface and the Connection Manager you configured in Step 8 appear in the
Attach CTI Interfaces area.
Figure 2-24 Viewing Drivers in the Attach CTI Interfaces Area
12. To confirm the driver interface configuration:

a. In the Organization tree, click CTI Integrations.
The CTI Integrations details appear in the right pane.
b. Select the Diagram tab.
If you configured the drivers correctly, the Driver is displayed on the left, the Connection
Manager in the middle and the AvayaSms on the right side of the diagram.
Figure 2-25 Confirm Driver Interface Configuration
Driver Connection Manager AvayaSms TSAPI /

CTI link CVLAN
CTI link
NOTE: For details on how to configure the CTI link, refer to one of the following
manuals:
• NICE Perform Release 3 Integration with Avaya TSAPI.
• NICE Perform Release 3 Integration with Avaya CVLAN.
Running the Avaya Sms CTI Link
Running the Avaya Sms CTI Link

After creating the switch Driver, you run the Avaya Sms CTI link.
To run the Avaya Sms CTI link:

1. From the Start menu, choose Programs > NiceCLS Server 9.00 > Run NiceCLS .
Figure 2-26 Run NiceCLS
NiceCLS window appears.

2. Double-click Nice Integration Dispatch Service to run the Avaya Sms CTI link.
Figure 2-27 Nice Integration Dispatch Service
Sms Troubleshooting
Sms Troubleshooting
If Avaya Sms CTI link does not function correctly, check the following:
• The local host is connected to the network and that you can reach the Sms host.
• Avaya Sms is installed and configured correctly.
To confirm Avaya Sms is installed and configured correctly, use the following tests:
• Avaya Sms Web Interface Test Application Page
• Avaya Sms Monitor Test
Avaya Sms Web Interface Test Application Page

In order to test interactions with the System Management Service, use Avaya Sms web interface
test page.
To access the Avaya Sms web interface test page:

1. Go to http://<smshost>/sms/sms_test.php. The .php web page opens.
NOTE: If the web page does not display, this may be a problem with the Sms
configuration.
If you get an error message, follow the instructions.
Figure 2-28 Avaya Sms Web Interface Test Page
Sms Troubleshooting
2. Complete the relevant information using the following guidelines:

• OSSI Login ID: Type the username for the Connection Manager.
• Password: Type the password for the Connection Manager.
• Model: Type Station.
• Operation: Type List.
• Objectname: Leave this field blank.
• Qualifier: Type count 5.
• Fields: Type *.
3. Click .
Sms Troubleshooting
Avaya Sms Monitor Test

Another tool that can be used to test interactions with the System Management Service is the
Avaya Sms Monitor.
The main difference between the Avaya Sms Monitor testing tool and the Avaya Sms Web
Interface Test Application Page, is the Avaya Sms web interface only tests Avaya Sms
functionality but the Avaya Sms Monitor also tests the smsHandler.
The smsHandler is the connector between the System Management Service and the Avaya Sms
CTI link.
The Avaya Sms Monitor is located under NICECTI\Integration\AvayaSmsCTILink.
Before running the Avaya Sms Monitor application:
Ensure that the InitApplication.xml file and the Commands.xml file are located in the Config
folder in the application folder.
The InitApplication.xml file should include:
• Sms Connection parameters which consist of the following:
• Timeout: The timeout for Sms web service requests.
• Url: http://<smsHostIpAddress>/sms/SystemManagementService.php
• Mode: BASIC_AUTHORIZATION
• Username - Username for the Connection Manager

(Example: mylogin@cmserveraddr).
• Password - Password for the Connection Manager.
• Load and results parameters which consist of the following:

• Sms Commands file name (optional).
• Log fie name and whether to write to this file (optional).
• Results file name and whether to write to this file (optional).
The Commands.xml file should include the commands you want to load into the system.
Figure 2-29 Commands.xml File Window
Sms Troubleshooting
After running the Avaya Sms Monitor application you can:
• Load new configured commands .
• Run the configured command either one by one or in a series .
• Run the currently displayed command .

• Enter a command manually.
• Choose to write to the Log file or to the Results file .

Figure 2-30 Sms Monitor - Commands Window
Index
A R
Avaya H.323 RAS CTI link installation 9 running the H.323 RAS CTI link 29
Avaya Sms CTI link installation 35 running the SMS CTI link 52
C S
configuring the H.323 CTI link 12 SMS installation
configuring the Sms CTI link 37 creating the switch driver 47
connection manager introduction 36
H.323 configuration 20 parameter values 41
H.323 configuration wizard 20 procedures 36
Sms configuration 43 running the CTI link 52
Sms configuration wizard 43 troubleshooting 53
Sms installation
H configuring the connection manager 43
H.323 installation configuring the CTI link 37
configuring the connection manager 20 SMS procedures 36
configuring the CTI link 12 SMS switch driver 47
creating the switch driver 24 SMS driver configuration 47
introduction 10
parameter values 16 T
procedures 11 troubleshooting
running the CTI link 29 AvayaSms monitor test 55
troubleshooting 30 AvayaSms web interface test application
H.323 procedures 11 page 53
H.323 switch driver 24 push monitor tester 30
configuration wizard 24 troubleshooting H.323 RAS 30
troubleshooting SMS 53
Index 57

Avaya VoIP Drivers Integration

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NICE Perform®

Integration with Avaya VoIP Drivers

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Revision Modification Date Description

A1 January 2008 • Updated Step 3 in the procedure Step 1, in H.323 RAS

Chapter 1: Avaya H.323 RAS CTI Link Installation 9

Chapter 1: Avaya H.323 RAS CTI Link Installation 10

• Configuring the Avaya H.323 RAS CTI Link on page 12

Chapter 1: Avaya H.323 RAS CTI Link Installation 11

Configuring the Avaya H.323 RAS CTI Link

To configure the Avaya H.323 RAS CTI link:

3. Set the System Administrator to Technician Mode:

b. Mark the Technician Mode checkbox and click Save .

Chapter 1: Avaya H.323 RAS CTI Link Installation 12

Figure 1-3 CTI Interfaces

5. From the Actions menu, choose New CTI Interface.

The Set New CTI Interface Wizard starts.

Chapter 1: Avaya H.323 RAS CTI Link Installation 13

Figure 1-5 Introduction Window

7. To set the CTI Interface:

Chapter 1: Avaya H.323 RAS CTI Link Installation 14

Chapter 1: Avaya H.323 RAS CTI Link Installation 15

Table 1-1: H.323 RAS Switch Connection Parameter Values

Value to Value to Value to

UseAvayaPushAPI Defines whether the No Yes No

AvayaPushAPIPort Port used by the web 62110 62110 62110

UseAvayaSNMPAPI Defines whether Avaya No No Yes

SNMPCommunity Note: public public public

b. Enter a value for that parameter in the Value field.

The Switch Devices Configuration window appears.

13. To configure the Interception IP Range, click Add.

Chapter 1: Avaya H.323 RAS CTI Link Installation 17

The Gate Keeper window appears.

14. Click the expand arrow to expand Ranges of IP Devices Addresses.

• Type an IP value, and click OK.

• Type an IP Range value, and click OK.

Chapter 1: Avaya H.323 RAS CTI Link Installation 18

Figure 1-14 Switch Devices Configuration Window

16. Click Next.

Chapter 1: Avaya H.323 RAS CTI Link Installation 19

Configuring the Connection Manager

To configure the Connection Manager:

2. From the Actions menu, choose New Connection Manager.

The Set New Connection Manager Wizard starts.

Chapter 1: Avaya H.323 RAS CTI Link Installation 20

Figure 1-18 Introduction Window

4. In the Name field, type a name for the Connection Manager.

Chapter 1: Avaya H.323 RAS CTI Link Installation 21

Chapter 1: Avaya H.323 RAS CTI Link Installation 22

Figure 1-21 Summary Window

10. Click Finish to create the Connection Manager.

Chapter 1: Avaya H.323 RAS CTI Link Installation 23

Creating the Switch Driver

To create the switch driver:

2. From the Actions menu, choose New Driver.

The Set New Driver Wizard starts.

Chapter 1: Avaya H.323 RAS CTI Link Installation 24

Figure 1-25 Introduction Window

Chapter 1: Avaya H.323 RAS CTI Link Installation 25

8. Mark both the Connection Manager and H.323 RAS checkboxes.