Avaya CS1000 Integration Guide

 The QMS integration with the Avaya CS1000 (CS1K) PBX utilizes Enghouse Interactive CTI Connect middleware to gain access to CS1K call activity events. The CTI Connect server communicates with the CS1K PBX using Meridian Link Services (MLS), a proprietary PBX protocol. Both MLS and CTI Connect are prerequisites to a successful QMS integration with an Avaya CS1000 PBX.

Avaya CS1000 PBX settings required to enable QMS Call Recording

Configuration of the following Avaya CS1000 settings is described in the Avaya document entitled Software Input-Output Admin.pdf.

Phone settings

Each phone recorded by QMS requires that two specific fields are set to enable Call Control event message reporting for the DNs of the phone. These are located in the LD 11 (Digital Telephone Administration) section of the document. They specific fields are:

  • AST = XX, YY -This is the Associated Set Assignment for the DNs (Dial-able Number) on the phone. The set represents the assigned keys of the phone to which the DN to be monitored. Typically 00 (primary) and any other key that has a valid DN programmed on it. You can only have a maximum of two per phone.
  • IAPG = 1  -This is the Meridian Link Unsolicited Status Message parameter. This is the level of message filtering that related to the DN’s being monitored. It defaults to a value equal to 0 which sends no messages. This needs to be set to a value equal to one which sends all messages.

System settings

System settings are located in the LD 17 (Configuration Record 1) section, subsection PARM.

  • IPIE = Yes - This is a system parameter and the default is set to No. This provides the IP address messaging required for support of the DHCP feature.

Configuring the Quality Management Suite for recording Avaya CS1000 calls

The information this section provides describes the steps required to configure Quality Management Suite for recording Avaya CS1000 calls.

To configure Quality Management Suite for recording Avaya CS1000 calls, complete the following steps.

 

  1. Open a web browser on the computer running the Enghouse Interactive Data Service and access http://localhost/qms. The Call Recording Login page displays.
  2. Enter administrative credentials into the Username and Password fields. The default username and password is admin.
  3. Click Login. The Quality Management interface displays.
  4. Select Services under the Administration category on the left-side of the window. The Services tab displays.
  5. Click Call Recording and click the Edit button. The Call Recording [host] tab displays.
  6. Click the PBX Type drop-down under Service Details and select Avaya CS1000.
  7. Enter the CTC Host Name. This can be a DNS resolvable host name or the IP address of the CTI-Connect server.
  8. Enter the CTC Link Name. This is required to match the Name of the Link instance configured in CTI Connect for the connection to the Avaya CS1000.
  9. Click the Save button in the Actions bar.

 

 QMS for the CS1000 PBX supports 2 modes of operation, the Normal mode where a user always uses the same phone (and IP Address) and Contact Center mode. In contact center mode, users (or agents) can work at different stations using a different physical phone at each. To support this (hot-desking) environment, a QMS configured for call center mode employs two new user types (in addition to the normal “User”). These new user types are the “Agent” user and “Device” user. The Device user models a physical phone with the phone’s Extension (and IP address) and the Agent user models the agent using the unique assigned AgentId. When an agent logs into an ACD group on a phone (by specifying their agent ID), QMS associates the Agent and Device users and recordings can be made (on behalf of the agent).

Configuring Users for Normal Mode (Non-Contact-Center)

  1. Click Users under the Administration category on the left-side of the window. The Users tab displays.
  2. Configure all Avaya CS1000 users for which Quality Management Suite records calls.
  3. The Primary Extension field in the Call Recording Settings section is required to match the DN (Dial-able Number) configured on Line-0 of the user’s Avaya CS1000 phone.
  4. Enter the DNs from all other line appearances on the user’s Avaya CS1000 phone into the Additional Extensions field (as a comma delimited list).
  5. Click the Save button in the Actions bar.
  6. Repeat steps 3-5 for each user to extension entry listed.

Configuring Users for Contact-Center Mode

Configuring Agent Users

  1. Click Users under the Administration category on the left-side of the window. The Users tab displays.
  2. Click the Add Button. A New User tab displays.
  3. In the Type field, select the Agent radio-button.
  4. Enter the Agent’s Personal Information and QMS Account Information.
  5. In Licenses section, select the Call Recording Check-Box. The AgentId field is displayed.
  6. Enter the unique AgentId that the agent uses to log into an ACD-Group line on the phone.
  7. Click the Save button in the Actions bar.
  8. Repeat steps 2-7 for each Agent user to be added.

Configuring Device Users

  1. Click Users under the Administration category on the left-side of the window. The Users tab displays.
  2. Click the Add Button. A New User tab displays.
  3. In the Type field, select the Device radio-button. The Call Recording Settings section displays.
  4. In Recording Server drop-down, select the appropriate server from the list.
  5. In the Primary Extension field, enter the CS1000 PositionId assigned to the ACD-Group line on the phone.
  6. In the Device Name field, enter a string that helps identify the device.
  7. Optionally, a Location identifier may be entered to further identify the device.
  8. Click the Save button in the Actions bar.
  9. Repeat steps 2-8 for each Agent user to be added.