Quality Management Suite



QMS Integration with Avaya DMCC

 

 

General Installation Information

1.0   You must be using QMS Version 5.1 or higher to integrate with Avaya DMCC.

1.1   The Avaya DMCC Version must be 5.2 or higher.

1.2   Working with Avaya DMCC, the QMS Server should have only 1 NIC.

1.3   There must be sufficient Avaya DMCC licensing.  There should be at least one Avaya DMCC license per QMS User to be recorded and that is just for QMS not for other applications.

1.4   There are two Avaya environments:

1.4.1 One is where the phones have a statically assigned extension and agents have an assigned AgentID.  When an agent logs into a phone, they are temporaruly associated with whichever extesnion is on the phone.  We call this 'Agent Based'.

1.4.2  The second, is where idle/unused phones have no extension until an agent logs into it with their AgentID/Extension value.  This is more traditional 'DHCP' functionality. 

 

QMS Call Recording NIC Setup & QMS Configuration

2.0  Highlight the Service tab and select Avaya DMCC as the PBX type. 

2.1  Put the IP address of the Call Recording Server in the Address overide field.

2.2  Notice the red boxes.  These are required fields.  The PBX IP address is also a required field.

 

  

 2.3   The information neccessary to complete this screen is provided by the customer. 

         The PBX IP Address must match the IP Address of the Avaya CM

        Switch Name must match the Connection Name for the connection between the Avaya AES Server and the Avaya CM.  The switch name is determined by a configuration point in AES.  In the AES Management Console there is a Connection Name field associated with the connection between AES and CM.  You should be able to find this field in the AES Management console under “Communication Manager Interface-> Switch Connections->Connection Name.

        The AES/DMCC IP address must match the IP Address of the Avaya AES Server that is running the DMCC Service. 

        The DMCC Port. This must match the port that the DMCC service is running on. 

        The Username is the Avaya AES CT User that Quality Management Suite will use to communicate with the Avaya DMCC. 

        The Password is the password for the Avaya AES CT User. 

         Select whether Quality Management Suite will use secure sockets to communicate with Avaya DMCC. 

         The starting Audio Port is the beginning of the port range QMS will use to receive audio from Avaya DMCC.  Each user / phone is assigned a unique port starting with the value entered.  This entry might need to be changed if one of the assigned ports is being used by a different application.   

 

 

2.4   Setup the user in QMS, making sure to fill in all the red boxes.  Note that an extension password is needed.  This is also referred to as the PIN.  Leave the endpoint IP address at 0.0.0.0

 

3.0   Troubleshooting

 

3.1   IP Address:  Note that the IP Address will remain 0.0.0.0 in the User setup.  QMS does not care about the IP address of the phone.

 

3.2   Call Control is provided through an API.

 

3.3   Once the phone port is registered, we are always listenting to that phone's port.

 

3.4   The rtp stream comes on the LAN port assigned to that extension.  It will always be G711

 

3.5   In the Consolidated Recording Log, at start up, you will something like this:

 

16:08:11.5 TRACE [DataMediator.Initialize]: Service Settings:
PBX Type: 33554432
PBX Name: Avaya DMCC
PBX IP: 10.4.1.30
Local Storage Location: D:\QMS_Call_Recordings
Remote Storage Location
Minimum Call Duration: 0
Disk Notification Percentage: 0
Transfer Enabled: False
Transfer Immediate: False
TransferStartTime: 4/28/2014 1:31:20 PM
TransferDelayDays: 0.

 

 

AvayaDMCCPbxIntegrationContainer configuration:

PbxIPAddress: 10.4.1.30
ApiIPAddress: 10.4.1.38
ApiPort: 4721
PbxIPUserName: zeacom
PbxIPPassword: Zeacom#123
UseSecureSocket: False
StartingAudioPort: 4000

 

 

 Accepting packets on adatper: 1f086171-1181-4186-8292-393d02df8fd3. Ip: 10.4.1.39 startingPort: 4000
16:08:13.9 TRACE [MultiNetworkSocketAudioSource.Start]: Start Successful

 

6:08:13.9 TRACE [AvayaDMCCCallControlProvider.Start]: Enter.
16:08:13.9 TRACE [AvayaDMCCCallControlProvider.Start]: Exit.
16:08:13.9 TRACE [BaseAudioSource.ResolvePacketsToUser]: Starting...
16:08:13.9 TRACE [MonitorManager.init]: HostName:10.4.1.39, isIP:True
16:08:13.9 TRACE [MonitorManager.init]: checking host adress list item: ::1
16:08:13.9 TRACE [MonitorManager.init]: checking host adress list item: 10.4.1.39
16:08:13.9 TRACE [MonitorManager.init]: NE-COL-STOR.NOCITOENT.COM listening for client connections on TCP port <4533>.
16:08:13.9 TRACE [BasePbxIntegrationContainer.Start]: Avaya DMCC PBX Integration has been started.

 

 

[MultiNetworkSocketAudioSource._userAudioPortManager_OnAudioPortAddedEvent]: Socket opened for ext:3054/user:0d7545e7-f866-4b37-a041-01265fdad013 on port 4000
16:08:14.9 TRACE [AvayaDMCCCallControlProvider.StartUserDeviceMonitors]: DeviceMonitors started for extension 3054 deviceID 3054:pbx:10.4.1.30:0 tpccMonitorID 37296
16:08:14.9 TRACE [<GetUserDeviceAndStartMonitorsAsync>d__27.MoveNext]: Trying deviceInstance Device_0 for extension 3046

 

 

3.6   Error Message in Consolidated Log:

 

13:15:21.8 TRACE [AsyncMethodBuilderCore.Start]: Trying deviceInstance Device_0 for extension 7262

13:15:21.9 WARNING [<<GetUserDeviceAndStartMonitorsAsync>b__18>d__1b.MoveNext]: Did not get a Device ID for extension 7262.  Error <?xml version="1.0" encoding="UTF-8"?><CSTAErrorCode xmlns="http://www.ecma-international.org/standards/ecma323/csta/ed3"><systemResourceAvailibility>resourceBusy</systemResourceAvailibility></CSTAErrorCode>

 

This could mean that there are insufficient license or that the particular station referenced has already reached the maximum of 3 DMCC connections for that station.  Or that they are using a SIP phone, not a H323 phone.

 

 

3.7   User Ports

 

09:41:47.8 TRACE [MultiNetworkSocketAudioSource.init]: NE-COL-STOR.NOCITOENT.COM listening for UDP traffic on port <4000>.
09:41:47.8 TRACE [MultiNetworkSocketAudioSource._userAudioPortManager_OnAudioPortAddedEvent]: Socket opened for ext:3054/user:0d7545e7-f866-4b37-a041-01265fdad013 on port 4000
09:41:48.1 TRACE [<GetUserDeviceAndStartMonitorsAsync>d__27.MoveNext]: Trying deviceInstance Device_0 for extension 3046
09:41:48.2 TRACE [MultiNetworkSocketAudioSource.init]: HostName:10.4.1.39, isIP:True
09:41:48.2 TRACE [MultiNetworkSocketAudioSource.init]: checking host adress list item: ::1
09:41:48.2 TRACE [MultiNetworkSocketAudioSource.init]: checking host adress list item: 10.4.1.39
09:41:48.2 TRACE [MultiNetworkSocketAudioSource.init]: NE-COL-STOR.NOCITOENT.COM listening for UDP traffic on port <4001>.
09:41:48.2 TRACE [MultiNetworkSocketAudioSource._userAudioPortManager_OnAudioPortAddedEvent]: Socket opened for ext:3046/user:4cf7f94e-b753-4e48-a189-0293055630f0 on port 4001
09:41:48.3 TRACE [AvayaDMCCCallControlProvider.StartUserDeviceMonitors]: DeviceMonitors started for extension 3046 deviceID 3046:pbx:10.4.1.30:0 tpccMonitorID 58079
09:41:48.3 TRACE [<GetUserDeviceAndStartMonitorsAsync>d__27.MoveNext]: Trying deviceInstance Device_0 for extension 3227
09:41:48.3 WARNING [<<GetUserDeviceAndStartMonitorsAsync>b__18>d__1b.MoveNext]: Did not get a Device ID for extension 3227. Error <?xml version="1.0" encoding="UTF-8"?><CSTAErrorCode xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3"><systemResourceAvailibility>resourceBusy</systemResourceAvailibility></CSTAErrorCode>
09:41:48.3 TRACE [<GetUserDeviceAndStartMonitorsAsync>d__27.MoveNext]: Trying deviceInstance Device_1 for extension 3227
09:41:48.4 TRACE [MultiNetworkSocketAudioSource.init]: HostName:10.4.1.39, isIP:True
09:41:48.4 TRACE [MultiNetworkSocketAudioSource.init]: checking host adress list item: ::1
09:41:48.4 TRACE [MultiNetworkSocketAudioSource.init]: checking host adress list item: 10.4.1.39
09:41:48.4 TRACE [MultiNetworkSocketAudioSource.init]: NE-COL-STOR.NOCITOENT.COM listening for UDP traffic on port <4002>.
09:41:48.4 TRACE [MultiNetworkSocketAudioSource._userAudioPortManager_OnAudioPortAddedEvent]: Socket opened for ext:3227/user:c1513a84-7c4c-445a-a332-0489254904cd on port 400

 

 

3.8   Troubleshooting with DashBoard

 

The Avaya dashboard can be used to test communication.  It should be run on the QMS server.  To get the latest release, just Google Avaya DMCC dashboard download.  It's free.

 

 

 

Enter an Extension, that is to be recorded and the password for that extension, sometimes called the 'pin'.

 

Enter the AES IP address, Switch Name and Switch IP (PBX IP address).  These should be provided by the customer and should be the same as the information that you placed into the QMS Services area.

 

Put in the AES Login and password.

 

Change the requested password to 5.2

 

Now click on Start Application Session.  Make sure that you get a Session ID.  If you get a session ID, check the consolidated log for the type of information listed in 2.2 above.

 

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