Aacc MBT

Avaya Solution & Interoperability Test Lab
Application Note for Configuring Avaya Aura Contact

Center 6.1 with Avaya Aura Communication Manager 5.2,
Avaya Aura Application Enablement Server 5.2.1 and
Avaya Aura SIP Enablement Services 5.2.1 Issue 1.0
Abstract
These Application Notes describe how to configure Avaya Aura Communication Manager
5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP Enablement
Services release 5.2.1 running on a Avaya Aura Mid-size Business Template (MBT) to work
with Avaya Aura Contact Center.
Avaya Aura Contact Center uses industry standard SIP and CSTA (TR/87 over SIP)
interfaces to communicate with the Avaya Mid-size Business Template. This SIP-based
integration gives Avaya Aura Contact Center access to and control of Avaya Mid-size
Business Template phones. Avaya Mid-size Business Template benefits from Avaya Aura
Contact Center skill-based routing, call treatments, reporting, and the graphical Service
Creation Environment.
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Solution & Interoperability Test Lab Application Notes

2011 Avaya Inc. All Rights Reserved.
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TABLE OF CONTENTS
1. Introduction ............................................................................................................................. 4
1.1. Avaya Aura Contact Center Overview.......................................................................... 5
2. Reference Configuration.......................................................................................................... 5
3. Equipment and Software Validated ......................................................................................... 6
4. Configure Avaya Aura Communication Manager................................................................ 6
4.1. Verify Avaya Aura Communication Manager License................................................. 7
4.2. Configure IP Node Name ................................................................................................. 8
4.3. Configure IP Codec .......................................................................................................... 9
4.4. Configure IP Network Region........................................................................................ 10
4.5. Configure SIP Signaling Group ..................................................................................... 11
4.6. Configure SIP Trunk Group ........................................................................................... 12
4.7. Configure Route Pattern ................................................................................................. 13
4.8. Administer Dial Plan and AAR Analysis....................................................................... 14
4.9. Configure IP Services..................................................................................................... 15
4.10. Administer CTI Link for TSAPI Service ................................................................... 16
4.11. Configure Agent Extensions ....................................................................................... 16
4.12. Save Translation ......................................................................................................... 17
5. Configure Avaya Aura SIP Enablement Services .............................................................. 18
5.1. Access Avaya Aura SIP Enablement Services server Integrated Management console
18
5.2. Configure Avaya Aura Communication Manager Server Interface............................ 21
5.3. Add a Route Entry to the Avaya Aura Communication Manager .............................. 23
5.4. Add Contact Center Manager Server as a Trusted Host ................................................ 24
5.5. Add a Contact for Contact Center Manager Server Pattern ........................................... 25
5.6. Add a Contact for Contact Center Manager Server Pattern ........................................... 27
6. Configure Avaya Aura Application Enablement Services ................................................. 28
6.1. Access the Server Management Console ....................................................................... 28
6.2. Verify Avaya Aura Application Enablement Services License .................................. 29
6.3. Verify Local IP ............................................................................................................... 31
6.4. Administer Switch Connection ...................................................................................... 31
6.5. Administer TSAPI Link ................................................................................................. 34
6.6. Restart TSAPI Service ................................................................................................... 35
6.7. Enable TR87 ................................................................................................................... 36
6.8. Configure Security ......................................................................................................... 37
6.9. Configure Connection to Avaya Aura Contact Center................................................ 38
7. Configure Avaya Aura Contact Center .............................................................................. 54
7.1. Verify License ................................................................................................................ 54
7.2. Start the Contact Center Services ................................................................................... 56
7.3. Login to Avaya Aura Contact Center Manager .......................................................... 56
7.4. Controlled Directory Number (Route point) Configuration .......................................... 57
7.5. Add Media Server .......................................................................................................... 58
7.6. Media Server Configuration ........................................................................................... 59
7.7. Add Communication Controlled Toolkit server............................................................. 61
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7.8. Configure Element Manager .......................................................................................... 62

7.9. Configure a Contact Center Agent ................................................................................. 64
7.10. Add an Application Script .......................................................................................... 67
8. Verification ............................................................................................................................ 69
8.1. Verify Avaya Aura Communication Manager ............................................................ 69
8.2. Verify Avaya Aura SIP Enablement Services............................................................. 70
8.3. Verify Avaya Aura Application Enablement Server................................................... 71
8.4. Verify Avaya Aura Contact Center Services .............................................................. 74
8.5. Call Scenarios Verified .................................................................................................. 74
9. Additional References ........................................................................................................... 75
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1. Introduction
These Application Notes describe how to configure Avaya Aura Communication Manager
5.2.1, Avaya Aura Application Enablement Server and Avaya Aura SIP Enablement Services
running on Avaya Aura Mid-size Business Template (MBT) to work with Avaya Aura
Contact Center.
Avaya Aura Contact Center uses industry standard SIP and CSTA (TR/87 over SIP) interfaces
to communicate with the Avaya Aura Mid-size Business Template. This SIP-based integration
gives Avaya Aura Contact Center access to and control of Avaya Aura Mid-size Business
Template phones. Avaya Aura Mid-size Business Template benefits from Avaya Aura
Contact Center skill-based routing, call treatments, reporting, and the graphical Service Creation
Environment.
Avaya Aura Contact Center represents the next generation of contact center software. Avaya
Aura Contact Center is a collection of software components that addresses the business
requirements of sophisticated contact center environments. Avaya Aura Contact Center
provides an ability to enables multi-modal communication between customers and agents (Voice,
IM and Email) over SIP infrastructure.
These Application Notes describe a sample configuration for Avaya Aura Contact Center.
Detailed administration of other aspects of Avaya Aura Contact Center or Avaya Aura Midsize Business Template will not be described. For more information on these other
administration actions, see the appropriate documentation listed in Section 9.
Steps described in this document include:
1. Configuration on Avaya Aura Communication Manager to route customer calls to the
Avaya Aura Contact Center. The Avaya Aura Contact Center suite of applications
then provides call treatments, skill-based routing, and reporting.
2. Configuration on Avaya Aura Communication Manager for agent phones (controlled
by Avaya Aura Contact Center) and associated with Agent Desktop clients.
3. Configuration on Avaya Aura SIP Enablement Services (SES) to forward calls, based
on a dial pattern, to the Avaya Aura Contact Center.
Add Avaya Aura Contact Center as a SIP endpoint on Avaya Aura SIP
Enablement Services.
Add a dial pattern which resolves to Avaya Aura Contact Center.
4. Configuration on Avaya Aura Application Enablement Services (AES) to support
CSTA (TR/87 over SIP) call control by the Avaya Aura Contact Center using a
certified Transport Layer Security (TLS) communication channel.
Enable the TR87 port.
Apply TLS Certification.
Add Avaya Aura Contact Center as a trusted host.
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1.1. Avaya Aura Contact Center Overview

Below is a brief description of the important servers of Avaya Aura Contact Center:
Contact Center Manager Server is a core component that provides intelligent routing
capability for voice and multimedia contacts to route contacts to the most qualified agent.
The most qualified agent is the agent with the appropriate ability to handle the type of
contact.
Contact Center License Manager is used for central licensing and control of all Contact
Center components and features across the Contact Center suite (Contact Center Manager
Server, Contact Center Manager Administration, Communication Control Toolkit, and
Contact Center Multimedia)
Contact Center Manager Server Utility to monitor and maintain Contact Center
Manager Server. The Contact Center Manager Server Utility provides functionality that is
not available through Contact Center Manager Administration.
Contact Center Manager Administration is a browser-based tool for contact center
administrators and supervisors.
Communication Control Toolkit has the Communication Control Toolkit server, which
is the component that manages client sessions.
Media Application Server handles voice contacts automatically without agent
interaction. Media Application Server allows both automatic voice responses and agents
to work with the customers to handle incoming voice contacts.
2. Reference Configuration
The following is the Reference configuration used for testing.
Figure 1: Avaya Aura Contact Center Configuration Overview
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3. Equipment and Software Validated

The following equipment and software were used for the sample configuration provided:
Hardware Device Description
Avaya Aura Mid-size Business Template
on Avaya S8800 server
Avaya Aura Contact Center
Avaya one-X Deskphone Edition for

9600 series IP Telphones
Avaya one-X Communicator (H.323)
Avaya Aura Communication Manager
on Avaya Aura Mid-size Business
Template
Avaya Aura Application Enablement
Server on Avaya Aura Mid-size
Business Template
Avaya Aura SIP Enablement Services
on Avaya Aura Mid-size Business
Template
Software Versions Tested

Avaya Aura Mid-size Business Template
5.2.1.3.6
VSP 1.1.1.95.2
6.1 SP2
FW3.110b
R6.0
Avaya Aura Communication Manager R5.2.1
R015x.02.1.016.4
Avaya Aura Application Enablement
R5-2-1-103-0 with 5.2.1_SuperPatch2
Avaya Aura SIP Enablement Services
R5.2.1.0-016.4
4. Configure Avaya Aura Communication Manager

This section describes the procedure for setting up:
1. A SIP trunk between Communication Manager and SIP Enablement Services. The steps
include setting up an IP codec set, an IP network region, an IP node name, a signaling
group, a trunk group, and a SIP station.
2. Communication Manager configuration for communication with Application Enablement
Services (AES) in order to facilitate the station control originating from the Contact
Center to AES (TR87) communication (CTI Link in CM).
3. Steps to configure H.323 stations which are supported as Contact Center agent phones.
These steps are performed from the Communication Manager System Access Terminal (SAT)
interface. The highlights in the following screens indicate the values used. Default values may
be used for all other fields.
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4.1. Verify Avaya Aura Communication Manager License

Use the display system-parameters customer-options command. Navigate to Page 2, and
verify that there is sufficient remaining capacity for SIP trunks by comparing the Maximum
Administered SIP Trunks field value with the corresponding value in the USED column. The
difference between the two values needs to be greater than or equal to the desired number of
simultaneous SIP trunk connections. The license file installed on the system controls the
maximum permitted. If there is insufficient capacity or a required feature is not enabled, contact
an authorized Avaya sales representative to make the appropriate changes.
display system-parameters customer-options
OPTIONAL FEATURES
Page
IP PORT CAPACITIES
Maximum Administered H.323 Trunks:
Maximum Concurrently Registered IP Stations:
Maximum Administered Remote Office Trunks:
Maximum Concurrently Registered Remote Office Stations:
Maximum Concurrently Registered IP eCons:
Max Concur Registered Unauthenticated H.323 Stations:
Maximum Video Capable Stations:
Maximum Video Capable IP Softphones:
Maximum Administered SIP Trunks:
Maximum Administered Ad-hoc Video Conferencing Ports:
Maximum Number of DS1 Boards with Echo Cancellation:
Maximum TN2501 VAL Boards:
Maximum Media Gateway VAL Sources:
Maximum TN2602 Boards with 80 VoIP Channels:
Maximum TN2602 Boards with 320 VoIP Channels:
Maximum Number of Expanded Meet-me Conference Ports:
8000
18000
8000
18000
128
100
2400
100
5000
8000
522
10
250
128
128
300
2 of
11
USED
13
0
0
0
0
0
0
2
705
0
0
1
0
0
0
0
(NOTE: You must logoff & login to effect the permission changes.)
Navigate to Page 3 to verify that the ASAI Link Core Capabilities, and Computer Telephony
Adjunct Links customer option is set to y. If this option is not set to y, then contact the Avaya
sales team or business partner for a proper license file.
OPTIONAL FEATURES
Abbreviated Dialing Enhanced List?
Access Security Gateway (ASG)?
Analog Trunk Incoming Call ID?
A/D Grp/Sys List Dialing Start at 01?
Answer Supervision by Call Classifier?
ARS?
ARS/AAR Partitioning?
ARS/AAR Dialing without FAC?
ASAI Link Core Capabilities?
VI; Reviewed:
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y
n
y
y
y
y
y
y
y
Page
3 of
Audible Message Waiting?

Authorization Codes?
CAS Branch?
CAS Main?
Change COR by FAC?
Computer Telephony Adjunct Links?
Cvg Of Calls Redirected Off-net?
DCS (Basic)?
DCS Call Coverage?

11
y
y
n
n
n
y
y
y
y
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Navigate to Page 10, and verify that there are sufficient IP_API_A licenses.
MAXIMUM IP REGISTRATIONS BY PRODUCT ID
Product ID
AgentSC
IP_API_A
IP_Agent
IP_NonAgt
IP_Phone
IP_ROMax
IP_Soft
IP_Supv
IP_eCons
oneX_Comm
Rel.
:
:
:
:
:
:
:
:
:
:
Limit
2400
18000
2400
2400
18000
18000
18000
300
128
18000
Page
10 of
11
Used
0
0
0
0
0
0
0
0
0
0
4.2. Configure IP Node Name

This section describes the steps for setting an IP node name for SIP Enablement Services and
Application Enablement Server in Communication Manager. Enter the change node-names ip
command, and add a node name for SIP Enablement Services, and Application Enablement
Server along with its IP address. Make a note for the Communication Manager procr IP address.
change node-names ip
Page
1 of
IP NODE NAMES
Name
CMM
MedSvcsMedpro1
MedSvcsMedpro2
MedSvcsMedpro3
MedSvcsMedpro4
PUSILAES6113
SILPUMBTAES
SimPSTN
default
ngccmas
procr
ses1
vspGateway
VI; Reviewed:
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IP Address
10.0.2.91
10.0.2.96
10.0.2.97
10.0.2.116
10.0.2.117
10.0.2.52
10.0.2.93
10.0.0.234
0.0.0.0
10.0.0.4
10.0.2.90
10.0.2.94
10.0.0.1

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4.3. Configure IP Codec

This section describes the steps for administering an IP codec set in Communication Manager.
This IP codec set is used in the IP network region for communications between Communication
Manager and SIP Enablement Services. Enter change ip-codec-set <c> command, where c is a
number between 1 and 7, inclusive. Enter G.711A and G.711MU to the Audio Codec field. Retain
the values of other fields. IP codec sets are used in Section 4.4 when configuring an IP network
region to specify which audio codecs may be used within and between network regions. In the
sample configuration, only one network region is used.
change ip-codec-set 1
Page
1 of
IP Codec Set
Codec Set: 1
Audio
Codec
1: G.711A
2: G.711MU
3:
4:
5:
6:
7:
Silence
Suppression
n
n
Frames
Per Pkt
3
3
Packet
Size(ms)
30
30
Media Encryption
1: none
2:
3:
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4.4. Configure IP Network Region

This section describes the steps for administering an IP network region in Communication
Manager for communication between Communication Manager and SIP Enablement Services.
Enter change ip-network-region <n> command, where n is a number between 1 and 250
inclusive, and configure the following:
Authoritative Domain:
Enter the appropriate value. This will be used in Section
4.5 and Section 5.1. In the test configuration,
silpunelabmbt.com was used.
Codec Set:
Enter the IP codec set number as provisioned in Section
4.3.
change ip-network-region 1
Page
1 of
19
IP NETWORK REGION
Region: 1
Location: 1
Authoritative Domain: silpunelabmbt.com
Name:
MEDIA PARAMETERS
Intra-region IP-IP Direct Audio: yes
Codec Set: 1
Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048
IP Audio Hairpinning? n
UDP Port Max: 3329
DIFFSERV/TOS PARAMETERS
RTCP Reporting Enabled? y
Call Control PHB Value: 46
RTCP MONITOR SERVER PARAMETERS
Audio PHB Value: 46
Use Default Server Parameters? y
Video PHB Value: 26
802.1P/Q PARAMETERS
Call Control 802.1p Priority: 6
Audio 802.1p Priority: 6
Video 802.1p Priority: 5
AUDIO RESOURCE RESERVATION PARAMETERS
H.323 IP ENDPOINTS
RSVP Enabled? n
H.323 Link Bounce Recovery? y
Idle Traffic Interval (sec): 20
Keep-Alive Interval (sec): 5
Keep-Alive Count: 5
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4.5. Configure SIP Signaling Group

This section describes the steps for administering a signaling group in Communication Manager
for communication between Communication Manager and SIP Enablement Services. Enter the
add signaling-group <s> command, where s is an available signaling group, and configure the
following:
Group Type:
Set to sip
Near-end Node Name:
Set to procr
Far-end Node Name:
Set to the SES name configured in Section 4.2
Far-end Network Region: Set to the region configured in Section 4.3
Far-end Domain:
Enter the Authoritative Domain from Section 4.4
IMS Enabled :
Set to n
add signaling-group 1
Page
1 of
SIGNALING GROUP
Group Number: 1
Group Type: sip

Transport Method: tls
IMS Enabled? n
IP Video? n
Near-end Node Name: procr

Near-end Listen Port: 5061
Far-end Node Name: ses1

Far-end Listen Port: 5061
Far-end Network Region: 1
Far-end Domain: silpunelabmbt.com
Incoming Dialog Loopbacks: eliminate

DTMF over IP: rtp-payload
Session Establishment Timer(min): 120
Enable Layer 3 Test? n
H.323 Station Outgoing Direct Media? n
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Bypass If IP Threshold Exceeded?

RFC 3389 Comfort Noise?
Direct IP-IP Audio Connections?
IP Audio Hairpinning?
Direct IP-IP Early Media?
Alternate Route Timer(sec):

n
n
y
n
n
6
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4.6. Configure SIP Trunk Group

This section describes the steps for administering a trunk group in Communication Manager for
communication between Communication Manager and SIP Enablement Services. Enter add
trunk-group <t> command, where t is an unallocated trunk group, and configure the following:
Group Type:
Set to sip
Group Name:
Enter a descriptive name
TAC:
Set to any available trunk access code that is valid in the
provisioned dial plan
Signaling Group:
Set to the Group Number field value configured in Section
4.5
Number of Members:
Allowed value is between 0 and 255. Set to a value large
enough to accommodate the number of SIP telephone
extensions being used, but still within the maximum
number allowed (see Section 4.1)
Service Type:
Set to tie
add trunk-group 1
Page
1 of
21
TRUNK GROUP
Group Number: 1
Group Name: CM-SES
Direction: two-way
Dial Access? n
Queue Length: 100
Service Type: tie
Group Type: sip

CDR Reports: y
COR: 1
TN: 1
TAC: #01
Outgoing Display? n
Night Service:
Auth Code? n
Signaling Group: 1
Number of Members: 200
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4.7. Configure Route Pattern

Configure a route pattern to correspond to the newly added SIP trunk group. Use the change
route-pattern n command, where n is an available route pattern. Enter the following values for
the specified fields, and retain the default values for the remaining fields. Submit these changes.
Pattern Name:
A descriptive name
Grp No:
The trunk group number from Section 4.6
FRL:
Enter a level that allows access to this trunk, with 0 being
least restrictive
change route-pattern 1
Pattern Number: 1
Pattern Name: sip
SCCAN? n
Secure SIP? n
Grp FRL NPA Pfx Hop Toll No. Inserted
No
Mrk Lmt List Del Digits
Dgts
1: 1
0
2:
3:
4:
5:
6:
1:
2:
3:
4:
5:
6:
BCC VALUE TSC CA-TSC

0 1 2 M 4 W
Request
ITC BCIE Service/Feature PARM
y
y
y
y
y
y
rest
rest
rest
rest
rest
rest
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
y
n
n
n
n
n
n
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n
n
n
n
n
n
Page
1 of
DCS/
QSIG
Intw
n
n
n
n
n
n
IXC
user
user
user
user
user
user
No. Numbering LAR

Dgts Format
Subaddress
none
none
none
none
none
none

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4.8. Administer Dial Plan and AAR Analysis

This section provides sample Automatic Alternate Routing (AAR) used for routing calls with
dialed digits 4xxx to Contact Center. Note that other methods of routing may be used. Use the
change dialplan analysis command, and add an entry to specify use of AAR for routing of
digits 4xxx. Enter the following values for the specified fields, and retain the default values for
the remaining fields. Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 4
Total Length:
Length of the full dialed number, in this case 4
Call Type:
aar
change dialplan analysis
Page
DIAL PLAN ANALYSIS TABLE
Location: all
Dialed
String
0
1
2
3
4
5
6
7
8
9
*
#
Total
Length
1
4
4
4
4
4
4
4
1
1
3
3
Call
Type
attd
ext
aar
ext
aar
ext
ext
aar
fac
fac
dac
dac
Dialed
String
Total Call
Length Type
1 of
Percent Full:
Dialed
String
12
1
Total Call
Length Type
Use Automatic Alternate Routing (AAR) for routing calls with dialed digits 40xx to AACC. Use
the change aar analysis 0 command and add an entry to specify how to route the calls. Enter the
following values for the specified fields and retain the default values for the remaining fields.
Submit these changes.
Dialed String:
Dialed prefix digits to match on, in this case 40
Total Min:
Minimum number of digits, in this case 4
Total Max:
Maximum number of digits, in this case 4
Route Pattern:
The route pattern number from section 4.7. i.e. 1
Call Type:
aar
change aar analysis 4
Page
AAR DIGIT ANALYSIS TABLE
Location: all
Dialed
String
40
6999
7
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Total
Min Max
4
4
4
4
4
4
Route
Pattern
1
2
1
Call
Type
aar
aar
aar
Node
Num
1 of
Percent Full:
2
1
ANI
Reqd
n
n
n
n

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4.9. Configure IP Services

Administer IP Services for AES Transport Link. Administer the transport link to the AES server
with the change ip-services command. Add an entry with the following values for fields on
Page 1:
Service Type:
AESVCS
Enabled:
y
Local Node:
node of procr
Local Port:
Retain the default value of 8765
change ip-services
Service
Type
AESVCS
Enabled
y
Page
IP SERVICES
Local
Port
8765
Local
Node
procr
Remote
Node
1 of
Remote
Port
Proceed to Page 3, and enter the following values:

AE Services Server:
Name obtained from the AES server.
Password:
Same password to be administered on the AES server.
Enabled:
y
Note: The name and password entered for the AE Services Server and Password fields are case
sensitive, and must match the name and password on the AES server.
The administered name for the AES server is created as part of the AES installation, and can be
obtained from the AES server by typing uname n at the Linux command prompt. The same
password entered in the screen below will need to be set on the AES server, as described in
Section 6.4.
change ip-services
Page
3 of
AE Services Administration
Server ID
1:
2:
3:
4:
AE Services
Server
SILPUMBTAES
SILPUAES521
PUSILAES6113
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Password
*
*
*
Enabled
y
y
y

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4.10. Administer CTI Link for TSAPI Service

Add a CTI link using the add cti-link n command, where n is an available CTI link number.
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 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
CTI LINK
CTI Link: 1
Extension: 3001
Type: ADJ-IP
COR: 1
Name: NGCC
CTI LINK
4.11. Configure Agent Extensions

Add stations for use by the Contact Center Agents. These are H.323 stations that must be
configured with the following. These stations will be used in Section 7.9.
A maximum of 2 Call Appearance lines per agent station
Restrict Last Appearance must be enabled on all agent stations
IP Softphone enabled
Issue add station n command, where n is an available extension number. Enter the following
values for the specified fields, and retain the default values for the remaining fields.
Type:
Enter station type 9620
Name:
A descriptive name
Security Code:
Enter a valid code
IP SoftPhone:
y
add station 3011
Page
1 of
STATION
Extension:
Type:
Port:
Name:
3011
9620
S00005
AACC_Test
Lock Messages? n
Security Code: 1234
Coverage Path 1:
Coverage Path 2:
Hunt-to Station:
BCC:
TN:
COR:
COS:
0
1
1
1
STATION OPTIONS
Loss Group: 19
Speakerphone:
Display Language:
Survivable GK Node Name:
Survivable COR:
Survivable Trunk Dest?
2-way
english
internal
y
Time of Day Lock Table:

Personalized Ringing Pattern: 1
Message Lamp Ext: 3011
Mute Button Enabled? y
Media Complex Ext:

IP SoftPhone? y
IP Video Softphone? n
Customizable Labels? y
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Navigate to Page 2 and enter the following values for the specified fields, and retain the default
values for the remaining fields.
Restrict Last Appearance:
y
add station 3011
Page
2 of
STATION
FEATURE OPTIONS
LWC Reception:
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:
spe
y
n
n
y
n
n
single
Auto Select Any Idle Appearance? n

Coverage Msg Retrieval? y
Auto Answer:none
Data Restriction? n
Idle Appearance Preference? n
Bridged Idle Line Preference? n
Restrict Last Appearance? y
EMU Login Allowed? n

Per Station CPN - Send Calling Number?
EC500 State: enabled
Audible Message Waiting? n
Display Client Redirection? n
Select Last Used Appearance? n
Coverage After Forwarding? s
Multimedia Early Answer? n
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? y
Emergency Location Ext: 3011
Always Use? n IP Audio Hairpinning? n
H.320 Conversion? n
Service Link Mode: as-needed
Multimedia Mode: enhanced
MWI Served User Type:
AUDIX Name:
Navigate to Page 4 and only assign two call-appr.

add station 3011
Page
4 of
STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
Headset?
Speaker?
Mounting:
Cord Length:
Set Color:
ABBREVIATED DIALING
List1:
List2:
BUTTON ASSIGNMENTS
1: call-appr
2: call-appr
3:
n
n
d
0
List3:
4:
5:
6:
voice-mail Number:
4.12. Save Translation

Configuration of Communication Manager is complete. Use the save translation command to
save the changes.
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5. Configure Avaya Aura SIP Enablement Services

This section describes the procedure for setting up:
1. A SIP trunk between Communication Manager and SIP Enablement Services.
2. Adding a route entry to Communication Manager
3. Adding Contact Center manager Server as a SES trusted host
4. Adding a route entry for the Contact Center Manager Server
5. Adding a contact for the Contact Center Manager Server platform
5.1. Access Avaya Aura SIP Enablement Services server Integrated

Management console
On the System Platform Virtual Machine Management, in the virtual machine list, click the
spanner icon to the left of the ses server. Click on Continue (not shown).
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Login to SIP Enablement Services System Management Interface with appropriate credentials.
On the SES System Management Interface, click Administration SIP Enablement Services
upon successful login.
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In the Integrated Management SIP Server Management page, select the Server
Configuration System Properties link from the left pane of the screen. Verify the SIP
Domain matches the Far-end Domain field value configured for the signaling group in
Communication Manager in Section 4.5. Click on the Update button if a field change was
necessary.
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5.2. Configure Avaya Aura Communication Manager Server Interface

This section provides steps to add SIP enabled media servers to the SIP domain. In the
Integrated Management SIP Server Management page, select the Communication Manager
Servers Add link from the left pane of the screen. The following screen shows the Add
Communication Manager Server Interface page. The highlighted fields were configured for
the compliance test:
Communication Manager Server Interface Name
Enter a descriptive name.
Host
From the drop-down list of IP addresses, select the IP
address of the SES server to be associated with the
interface.
SIP Trunk Link Type
Select TLS.
SIP Trunk IP Address
Enter the IP address for the procr IP interface that
terminates the SIP link from SES. Refer to Section 4.2 for
procr IP address.
Communication Manager Server Admin Address
Enter the IP address of CM
Communication Manager Server Admin Login
Enter the login ID used to access the CM's
administration service
Communication Manager Server Admin Password
Enter the password used to access the CMs server's
administration service.
Communication Manager Server Admin Password Confirm
Enter the password used to access the CMs server's
administration service.
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Click Add when finished. Shown below is the updated screen.
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5.3. Add a Route Entry to the Avaya Aura Communication Manager

From the SIP Server Management Integrated Management console, go to Communication
Manager Servers List Communication Managers Servers. Identify the Communication
Manager server configured in Section 5.2 and select Map option. Click Add Another Map. The
following highlighted fields were configured for adding the route entry:
Name:
Provide a new name to the Map entry.
Pattern:
Provide the address map regular expression that matches the extension
numbers. An Address Map Pattern is a Linux regular expression that
matches the extension number. For the sample configuration
^sip:3[0-9].* was entered.
Click Add and Continue when finished.
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5.4. Add Avaya Aura Contact Center Manager Server as a Trusted

Host
From the SIP Server Management Integrated Management console, go to Trusted hosts Add
Trusted Hosts. The highlighted fields need to be configured:
IP Address:
Provide the IP address of the Contact Center Manager Server
Host:
Select the SES server to accept the SIP request from the drop down
menu
Comment:
Enter a descriptive comment
Click on Add and Continue when finished.
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5.5. Add a Contact for Contact Center Manager Server Pattern

From the SIP Server Management Integrated Management console, go to Hosts List Hosts.
Identify the SES server and click Map Add Map in New Group.
The following highlighted fields were configured for adding a contact for the CCMS server:
Name:
Provide a name to the map entry
Pattern:
Provide the pattern regular expression.
The expression is in the format:
^sip<Start digit of the contact>[<The allowed
digits>]{<Contact length>}.*
Replace URI:
Uncheck the check box. This replaces the Communication
Manager SIP domain with the SES IP address in the
outgoing messages to Contact Center.
Click on Add and Continue when finished.
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5.6. Add a Contact for Contact Center Manager Server Pattern

From the SIP Server Management Integrated Management console, go to Hosts List Hosts.
Identify the CCMS server and click Map Add Another Contact.
The following highlighted field was configured on Add Host Contact page:
Contact:
Enter the contact regular expression. The expression is in the format:
sip:$(user)@<AACC_IPAddress>:5060;transport=tcp
Click Add and Continue when finished.
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6. Configure Avaya Aura Application Enablement Services

This section provides the procedures for configuring AES. The procedures include the following
areas:
1. Verify Application Enablement Services (AES) License
2. Administer local IP
3. Administer switch connection for Communication Manager
4. Administer TSAPI link
5. Enable TR87 on AES
6. Configure security on AES
7. Import Certificate Authority trusted certificate into AES
8. Importing a signed certificate into AES
9. Adding CCMS as a trusted host on AES
6.1. Access the Server Management Console

On the System Platform Virtual Machine Management, in the virtual machine list, click the
spanner icon to the left of the aes server. Click on Continue To Login (not shown).
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Login to Application Enablement Services System Management Interface with appropriate

credentials.
6.2. Verify Avaya Aura Application Enablement Services License

After logging into AES, click LicensingWebLM Server Access.
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On the AES Web License Manager window, login with appropriate credentials.
Verify that AES is licensed for the TSAPI service, as shown below. If the TSAPI service is not
licensed, contact the Avaya sales team or business partner for a proper license file.
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6.3. Verify Local IP

Select Networking AE Service IP (Local IP) from the left pane. The AE Service IP (Local
IP) screen is displayed into the right pane, as shown below. In the Client Connectivity field,
note the AES server IP address that will be used to interface to Contact Center. In the Switch
Connectivity field, note the AES server IP address that will be used to connect to
Communication Manager. In the sample configuration, the same NIC interface is used for the
Client Connectivity and Switch Connectivity. Note that in some cases, they might be different.
6.4. Administer Switch Connection

From the Application Enablement Services System Management console, go to
Communication Manager Interface Switch Connections. Under Switch Connections
provide the hostname of the Communication Manager (CM) and click on Add Connection.
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The following highlighted configurations were done to add the Communication Manager Switch
to the list of switch connections:
Switch Password:
Enter the switch password. This has to be same as what was
entered in Section 4.9.
Confirm Switch Password: Re-enter the same password from Section 4.9.
Msg Period:
Accept the default (30 minutes)
SSL:
Check the check box
Processor Ethernet:
Leave it unchecked
Click on Apply when finished.
From the Application Enablement Services System Management console, go to Communication

Manager Interface Switch Connections. Under the list of switch connection, select the
switch connection of the Communication Manager and select Edit PE/CLAN IPs.
The following highlighted configuration was made for enablement of communication between
AES and Communication Manager:
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Edit CLAN IPs:
Enter the IP address of the Communication Manager procr from

Section 4.2.
Click Add Name or IP when finished. Shown below is an updated screen.
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6.5. Administer TSAPI Link

From the Application Enablement Services System Management Console, AE Services
TSAPI TSAPI Links. Under the TSAPI Links, click Add Link. Enter the following
highlighted values to add the CTI link:
Link:
From the drop down menu, select any available link
number
Switch Connection:
Select the switch connection from Section 6.4
Switch CTI Link Number: Select the CTI link number from Section 4.11
ASAI Link Version:
Select 4 from the drop down menu
Security:
Select encrypted from drop down menu
Click on Apply Changes when finished.
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6.6. Restart TSAPI Service

From the Application Enablement Services System Management Console, go to
Maintenance Service Controller. Select TSAPI Service and Click on Restart Services.
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6.7. Enable TR87

From the Application Enablement Services System Management Console, go to Networking
Ports. The following highlighted configurations are needed in DMCC Server Ports section:
TR/87 Port:
Check the Enabled radio button.
TR/87 Port:
Confirm that the Port number is 4723
Click on Apply Changes and Apply when finished.
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6.8. Configure Security

From the Application Enablement Services System Management Console, go to Security
Host AA. Select Service Settings and check the TR/87, Require Trusted Host Entry check
box on the Host Authentication and Authorization page. Click on Apply Changes.
Click on Apply on Apply Changes to HostAA service Settings page.
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6.9. Configure Connection to Avaya Aura Contact Center

The AES uses TLS only for the SIP CTI connection. The Certificate Authority (CA) issues
digital certificates to both endpoints so they can communicate securely. For the Application
Enablement Service server to communicate securely with the Contact Center a common CA root
certificate must be installed on both systems. AES and Contact Center Servers need to get a
signed client certificate from Certificate Authority server. For the sample configuration Windows
Domain Controller was used as a Certificate Authority. A Certificate Authority issues the
following, which are installed on the client:
Root Certificates that are inserted into a servers list of trusted CAs.
A signed client certificate that is issued by a CA as a result of the client requesting it.
6.9.1. Obtain the Root Certificate from Certificate Authority

The AES will only import a Privacy Enhanced Mail (PEM) type root certificate. Navigate to the
CA server URL normally http://<CAServer_IPAddress>/certsrv. Click Download a CA
certificate, certificate chain or CRL.
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Select Base 64 encoding and download the CA certificate chain.
For the sample configuration, the root cert chain was downloaded in the format defined by Public
Key Cryptography Standard # 7 (PKCS#7), or .p7b, and B64 encoding scheme, and then using
openssl, it was converted in to a PEM. The openssl on CCMS server was used to convert it into
PEM certificate format. Copy the .p7b format root certificate to the Contact Center Manager
Server, into the folder: D:\Avaya\Contact Center\Manager Server\iccm\bin\. Run the
following command to convert the certificate into a PEM format certificate:
openssl pkcs7 -print_certs -in certnew.p7b -out CARootB64PEM.cer
The new PEM format certificate can now be imported by the Application Enablement Service
server.
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6.9.2. Import Certificate Authority Trusted Certificate

From the Application Enablement Services System Management console, go to Security
Certificate Management CA Trusted Certificates. Click Import. Provide the certificate
alias in Certificate Alias box on the Trusted Certificate Import page. Click Browse, and select
the PEM root certificate generated above. Click on Apply when finished.
The certificate imported successfully message appears when the certificated is imported. Click
Close.
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6.9.3. Import a Signed Certificate

Certificate Management Server Certificates. Click Add. The following highlighted fields
need to be configured on Add Server Certificate page:
Certificate Alias:
Select aesservices from the drop down list
Password:
Type a certificate key password
Re-enter Password:
Re-type the certificate key password
Distinguished Name(DN): Type the FQDN of the AES server
After pressing Enter.
Challenge Password:
Re-enter Challenge Password:
Type a certificate request password

Type the certificate request password again
Click Apply.
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On the Server Certificate Manual Enrollment Request page, copy all the text in the
Certificate Request PEM box into the clipboard. This text is the Certificate Signing Request
(CSR) text. Leave the Server Certificate Manual Enrollment Request page open while you
use the Certificate Signing Request (CSR) text to generate a certificate with Certificate
Authority.
The copied text needs to be signed by the CA server. Go to the CA server web page and select
Request a certificate option.
Under Request a Certificate, select advanced certificate request.
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Under Advanced Certificate Request select Submit a certificate request by using a base-64encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file
Paste the test selected in the Certificate Request tab of the Certificate Manager under the Saved
Request field on the Submit a Certificate Request or Renewal Request page. Select Web
Server Cert with Client and Server for AES under Certificate Template. Click Submit.
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After submitting the request, download the signed certificate choosing the Base 64 encoded
option and save the certificate.
On the Server Certificate Manual Enrollment Request page, click Import.
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The following highlighted configurations were done on Server Certificate Import page:
Certificate Alias:
Select aesservices from the list
Establish Chain of Trust: Select the option
Click Browse, and select the certificate the Certificate Authority. Click Apply.
A Server Certificate Import - Certificate imported successfully, message appears. Click Close.
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6.9.4. Add Contact Center Manager Server as a Trusted Host

To add CCMS server as trusted host on AES, on the AES management console, go to Security
Host AA Trusted Hosts. Click Add. The following highlighted fields were configured on
Add Trusted Host page:
Certificate CN or SubAltName:
Type the FQDN name of the Contact Center
Manager Server
Service Type:
Select TR/87 from the list
Authentication Policy:
Select Not Required from the list
Authorization Policy:
Select Unrestricted Host from the list
Click on Apply Changes and Apply when finished.
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Restart the AES Linux server, by going to Maintenance Service Controller on AES
management console and click Restart Linux.
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6.9.5. Create Certificate Store in Avaya Aura Contact Center

On the CCMS the certificates are uploaded using Certificate Manager. The Certificate Manager
can be found under the Common Utilities section as shown below:
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The Certificate Manager utility is used to Store the Root certificate as well as the signed
certificate from the CA server. Under the Certificate Store Tab the following highlighted fields
were configured:
Full Computer Name (FQDN):
Enter the FQDN of Contact Center
Name of the Organizational Unit: Enter the name of the organization.
Name of Organization:
Enter the name of the organization.
Certificate Store Password:
Enter a string for the password.
Confirm Store Password:
Enter the string again
Click Create Store.
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6.9.6. Sign the Certificate Request

After the store is created, the pending certificate request of the Contact Center is generated under
Certificate Request Tab, which then needs to be signed by the CA server. Select the Entire text
under this tab.
Go to the CA server web page and select Request a certificate option.
Under Request a certificate, select advanced certificate request.
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Under Advanced Certificate Request, select Submit a certificate request by using a base-64encoded CMC or PKCS#10 file, or submit a renewal request by using a base-64-encoded
PKCS #7 file.
Paste the test selected in the Certificate Request tab of the Certificate Manager under the Saved
Request field on the Submit a Certificate Request or Renewal Request page. Select Web
Server Cert with Client and Server for AES under Certificate Template. Click Submit.
After Submitting the request, download the signed certificate choosing the DER encoded option
and Save the certificate.
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6.9.7. Add Signed and Root Certificates

Go to Add Certificate tab in the Certificate Manager and select Add Certificates Manually
option. Browse the root certificate created in the Section 6.9.1 having .p7b extension (before
converting it to PEM format) in the Add Root Certificate field. Click Add CA Certificate. A
message will be displayed that shows that the root certificate is added successfully (not shown).
Browse the signed certificate for contact center created above in the Add Signed Certificate
field. Click Add Signed Certificate. A message will be displayed that shows that the signed
certificate is added successfully (not shown).
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After adding the certificates successfully they will be shown under Store Maintenance tab.
Restart the windows machine on which Contact Center is installed.
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7. Configure Avaya Aura Contact Center

7.1. Verify License
The Contact Center Licensing can be found under the License Manager section as shown
below:
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Verify that the License Manager Information of the Contact Center is Active.
Ensure that there are adequate licenses available for required contact types.
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7.2. Start the Contact Center Services

Start the Contact Center by selecting the Start Contact Center option under in System Control
and Monitor Utility available under Common Utilities. Ensure that the appropriate services are
all started.
7.3. Login to Avaya Aura Contact Center Manager

Launch url: http://<IP Address of AACC> and login to the Contact Center Management
Administration with administrative credentials. The Contact Center Launch pad is displayed.
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7.4. Controlled Directory Number (Route point) Configuration

In the Launch pad, click Configuration. In the left pane, click the (+) sign next to the Contact
Server manager Name, to which the route point is to be added. Select the CDNs (Route Points)
folder. The following highlighted configurations are required on the CDNs (Route Points)
window:
Name:
Type the name of the route point
Number:
Type the number for the route point
URI:
Type the value of the Uniform Resource Indicator (URI) of the route
point of the SIP server
Call Type:
Select Local from the list
Acquired:
Check the Acquired check box
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7.5. Add Media Server

Server manager Name and select Media Servers. The following highlighted configurations are
required on Media Servers window:
Server Name:
Type a name for the media server
IP Address:
Type the IP address of the Media Server
Port Number:
Type the port number (The port number must match the
MAS port number. The default is 5060. For a co-resident
MAS with CCMS, port 5070 is used. In this case 5070 was
used as MAS was co resident with CCMS
Transport:
Set the value as TCP
Click Refresh Status and click Yes on Save Changes message Box.
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7.6. Media Server Configuration

Server manager Name and select Media Servers and Routes. Ensure that each of the following
Contact Center services is associated with at least one MAS:
ANNC
DIALOG
CONF
To do this, on the Media Servers Routes window select ANNC under Service Name. Select the
Media Application Server and select the arrow key. Click Submit.
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Repeat the above steps for CONF as well as DIALOG services.
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7.7. Add Communication Controlled Toolkit server

In the Launch pad, select Configuration. From the Server menu, select Add Server.
The following highlighted fields were set in the Server Properties window:
Type:
Select CCT from the list
Server Name:
Type the Name of the Contact Center Server
IP Address:
Gets populated automatically after providing Server Name
Display Name:
Gets populated automatically after providing Server Name
Port Number:
Set to 8081
Associate CCMS Servers: Select the Contact Center Server radio button.
Click Submit.
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7.8. Configure Element Manager

Browse the URL https://<AACC server>:8443/em to access Element Manager. Login with the
credentials used to login to the Contact Center Server.
Go to System Configuration Signaling Protocols SIP General Settings. Ensure that

Enforce SIP Route Configuration is unchecked under Routing section.
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Go to System Configuration Signaling Protocols SIP Nodes and Routes. Provide the
IP address of the Contact Center Server and Save.
Go to System Configuration Media Processing Media Security. Ensure that the Security
Policy is set to SECURITY DISABLED.
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7.9. Configure a Contact Center Agent

In the Launch pad, click Contact Center Management. In the left pane, click the Contact
Center Manager to which the agent is to be added. On the menu, select Add Agent. The
following highlighted fields were configured on New Agent Details Window under User Details
section:
User Type:
Select Agent as User Type
First Name:
Type a first name for the agent
Last Name:
Type a last name for the agent
Login ID:
The number the agent enters to logon to the phone. In this
case the field is set to the extension (3011) created in
Section 4.11
Primary Supervisor:
Select Default Supervisor from the list
Voice URI:
The SIP address of the TR87-controlled terminal dedicated
to this agent, in the format sip:agent (use
Extension@SIPdomain, where SIPdomain is the CCMS
Local SIP Subscriber Domain name. For example;
sip:3011@silpunelabmbt.com)
Enable CTI for this agent: Check the check box
Click Contact Types, which is then expanded. Select the check box beside each Contact Type
to assign to the agent (for example, Voice, IM).
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Click the Skillsets heading to expand the branch. Click List All to list all skillsets configured on
the server. From the Priority list for each skillset to assign to the agent, select the priority levels
(For example select Voice and set the priority level 1). Click Submit to save the changes.
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Right click on the agent added above and select Edit Agent. CCMS Agents are associated with a
CCT agent, and a CCT agent is associated with a LDAP user (in this case, a Windows AD user).
Check the Create CCT Agent check box, a CCT agent is automatically created and associated
with the CCMS agent. Click on Associate User Account, so that section gets expanded. Under
Domain Details, select Specify Domain Account radio button and provide the domain name in
Domain Name field. Under Domain Account Details section, provide the User ID
(DomainUser ID) and Password of Domain Administrator of the domain specified. The LDAP
is queried to list all users. Once listed, select the required LDAP user. Once the LDAP user is
selected, the First and Last name of the user are retrieved, and this populates the same fields for
the CCT agent. Click Submit when finished.
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7.10. Add an Application Script

Applications contain instructions that determine the sequence of steps that a contact follows after
the contact arrives at Contact Center. These steps can include call treatments (such as music or
ringback), call routing (such as skill-based routing), or interaction with the caller (entering
account numbers). Applications perform two major functions: they define the path a contact
follows, and they provide treatments to a contact as the contact moves through Contact Center.
In the Launch Pad click Scripting. Choose Service Creation Environment, Launch Service
Creation. If prompted to download the Service Creation Environment, click OK. Follow the
instructions of the installer and install the program. After the program is installed, select Launch
Service Creation.
On the SCE Contact Center window, on the left pane click the (+) sign next to the Contact
Server manager name and right click on Applications [Full Control]. Select New
Application. Provide the Application Name and select Script radio button. Click Finish.
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Edit the above created Application script to have the following lines:
queue to skillset default_skillset
wait 2
Save the application.
Right click on the Application Name and select Activate. The message of Application Activation
is displayed.
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8. Verification
This section provides the tests that can be performed to verify proper configuration of
Communication Manager, Application Enablement Services, SIP Enablement Services and
Contact Center.
8.1. Verify Avaya Aura Communication Manager

Verify the status of the trunk created between Communication Manager and SES server. The
trunk status should be in-service.
status trunk 1
Page
TRUNK GROUP STATUS
Member
Port
Service State
Mtce Connected Ports

Busy
0001/001
0001/002
0001/003
0001/004
0001/005
0001/006
0001/007
0001/008
0001/009
0001/010
T00011
T00012
T00013
T00014
T00015
T00016
T00017
T00018
T00019
T00020
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
in-service/idle
no
no
no
no
no
no
no
no
no
no
Verify the status of the administered CTI links by using the status aesvcs cti-link command.
Verify that the Service State is established for the CTI link numbers administered in Section
4.10, as shown below.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI
Link
1
2
3
Version
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Mnt
Busy
no
no
no
AE Services
Server
Service
State
Msgs
Sent
Msgs
Rcvd
SILPUMBTAES
down
down
established
0
0
15
0
0
15

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8.2. Verify Avaya Aura SIP Enablement Services

Verify that the MBTs Communication Manager and SIP Enablement Services (SES) server can
route calls to the Contact Center Manager Server, and that the Media Application Server gives
the call ringback tones. For this ensure that:
The Contact Center Manager Server is in the Trusted Hosts list.
Verify that the SIP Enablement Services (SES) server has a routing entry to the Contact
Center Manager Server.
Use the traceSES utility to debug the SES side of the integration. Start the traceSES utility and
then make a call to the Contact Center route point. Use the SES trace log output to debug the
integration. The trace of the successful CDN call would look as below:
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8.3. Verify Avaya Aura Application Enablement Server

8.3.1. Verify Services are Running
Verify that the AES services are in running state. From the Application Enablement Services
System Management console, go to AE Services.
Verify that the DMCC Service has an ONLINE status and a Running State
Verify that the TSAPI Service has an ONLINE status and a Running State
8.3.2. Verify Connection to Avaya Aura Communication Manager

From the Application Enablement Services System management console, go to Status Status
and Control Switch Connections Summary. Verify that the Switch Connections Summary
has Conn Stat as Talking.
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8.3.3. Verify TSAPI Connection

From the Application Enablement Services System management console, go to Status Status
and Control Switch Connections Summary. Verify that the TSAPI Service Summary has
Conn Stat as Talking.
8.3.4. Confirm Avaya Aura Application Enablement Services and Contact

Center Manager Server are communicating
To verify that the there is an established connection between the AES and CCMS, logon to AES
ssh console and run the following command: netstat -an | grep 4723
The AES server (10.0.2.93) is listening on port 4723. There should be an ESTABLISHED link
between the AES server (10.0.2.93) and CCMS (10.0.0.92).
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8.3.5. Verify the Certificate Status on Avaya Aura Application Enablement

Services
Certificate Management CA Trusted Certificates. Verify that the root certificate Status is
valid.

Certificate Management Server Certificates. Verify that the server certificate Status is
valid.
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8.4. Verify Avaya Aura Contact Center Services

Verify that the Contact Server Services are up and running. To verify that the TLS connection
between Contact Center and Application Enablement Server has been established, check the
CCSM_SGM_SIPp log file in Avaya\Logs\CCMS folder in the machine where Contact Center
is installed. Ensure that the following lines are found:
13/02 23:34:14.324 [SgmSipProv ] INFO port.SipTransportConnectionTls - setTlsState()
new=HANDSHAKE_COMPLETED old=UNDEFINED [SipTransportConnectionTls:10.0.2.93:4723]
13/02 23:34:14.324 [SgmSipProv ] DEBUG port.SipTransportConnectionTls - setTlsState() Done
13/02 23:34:14.344 [SgmSipProv ] INFO port.SipTransportConnectionTls - setTlsState() new=CONNECTED
old=HANDSHAKE_COMPLETED [SipTransportConnectionTls:10.0.2.93:4723]
13/02 23:34:14.344 [SgmSipProv ] DEBUG ansport.SipTransportConnection - setState() new=CONNECTED
old=UNKNOWN
13/02 23:34:14.441 [SgmSipProv ] INFO protocol.sip.csta.CstaProvider - sipTransportConnectionConnected()
[CstaProvider:Passive] current state STATE_STARTING, last state STATE_STOPPED
13/02 23:34:14.441 [SgmSipProv ] INFO protocol.sip.csta.CstaProvider - sipTransportConnectionConnected() Done already
starting from stopped [CstaProvider:Passive]
13/02 23:34:14.442 [SgmSipProv ] DEBUG ansport.SipTransportConnection - setState() Done
13/02 23:34:14.442 [SgmSipProv ] DEBUG port.SipTransportConnectionTls - setTlsState() Done
To ensure that the SIP enabled Contact Center is working correctly, perform the following steps:
1. Ensure an agent phone is online
2. Log the agent on using the Agent Desktop
3. Direct a voice call towards the system by dialing the CDN number
4. Ensure that the call is treated correctly as specified by the TFE script and that the call is
routed to the available agent
8.5. Call Scenarios Verified

Verification scenarios for the configuration described in these Application Notes included the
following:
Basic call flow testing.
Incoming call is routed to AACC agent.
AACC agents are able to use basic CM feature on phones connected to MBT like
Hold/Unhold/Conference/Transfer.
Verifying calls when Agent Not Ready/ Unavailable.
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9. Additional References
This section references the product documentation relevant to these Application Notes. These
documents available at http://support.avaya.com.
[1] Avaya Aura Contact Center Configuration Avaya Aura Unified Communications
Platform Integration, Doc ID NN44400-521 -https://support.avaya.com/css/P8/documents/100093213
[2] Avaya Aura Contact Center Commissioning, Doc ID NN44400-312,
https://support.avaya.com/css/P8/documents/100093189
[3] Avaya Aura Contact Center Overview, Doc ID NN44400-111 -https://support.avaya.com/css/P8/documents/100093163
[4] Avaya Aura Contact Center Fundamentals, Doc ID NN44400-110 -https://support.avaya.com/css/P8/documents/100093161
[5] Avaya Aura Contact Center Installation, Doc ID NN44400-311 -https://support.avaya.com/css/P8/documents/100093186
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Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya Solution &
Interoperability Test Lab at interoplabnotes@list.avaya.com
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Avaya Solution & Interoperability Test Lab

Application Note for Configuring Avaya Aura Contact

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

7.8. Configure Element Manager .......................................................................................... 62

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

1.1. Avaya Aura Contact Center Overview

Figure 1: Avaya Aura Contact Center Configuration Overview

Solution & Interoperability Test Lab Application Notes

3. Equipment and Software Validated

Avaya one-X Deskphone Edition for

Software Versions Tested

4. Configure Avaya Aura Communication Manager

Solution & Interoperability Test Lab Application Notes

4.1. Verify Avaya Aura Communication Manager License

Audible Message Waiting?

Solution & Interoperability Test Lab Application Notes

4.2. Configure IP Node Name

Solution & Interoperability Test Lab Application Notes

4.3. Configure IP Codec

Solution & Interoperability Test Lab Application Notes

4.4. Configure IP Network Region

Solution & Interoperability Test Lab Application Notes

4.5. Configure SIP Signaling Group

Group Type: sip

Near-end Node Name: procr

Far-end Node Name: ses1

Far-end Domain: silpunelabmbt.com

Incoming Dialog Loopbacks: eliminate

Bypass If IP Threshold Exceeded?

Solution & Interoperability Test Lab Application Notes

4.6. Configure SIP Trunk Group

Group Type: sip

Solution & Interoperability Test Lab Application Notes

4.7. Configure Route Pattern

BCC VALUE TSC CA-TSC

ITC BCIE Service/Feature PARM

No. Numbering LAR

Solution & Interoperability Test Lab Application Notes

4.8. Administer Dial Plan and AAR Analysis

Solution & Interoperability Test Lab Application Notes

4.9. Configure IP Services

Proceed to Page 3, and enter the following values:

Solution & Interoperability Test Lab Application Notes

4.10. Administer CTI Link for TSAPI Service

4.11. Configure Agent Extensions

Time of Day Lock Table:

Media Complex Ext:

Solution & Interoperability Test Lab Application Notes

Auto Select Any Idle Appearance? n

EMU Login Allowed? n

Navigate to Page 4 and only assign two call-appr.

4.12. Save Translation

Solution & Interoperability Test Lab Application Notes

5. Configure Avaya Aura SIP Enablement Services

5.1. Access Avaya Aura SIP Enablement Services server Integrated

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

Solution & Interoperability Test Lab Application Notes

5.2. Configure Avaya Aura Communication Manager Server Interface

Solution & Interoperability Test Lab Application Notes

Click Add when finished. Shown below is the updated screen.