Avaya DMCC Integration Guide

The information provided in this section describes the steps required to configure Quality Management Suite for recording Avaya DMCC calls.

To configure Quality Management Suite for recording Avaya DMCC 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 Suite 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 CallRecording [host] tab displays.

  6. Click the PBX Type drop-down under Service Details and select Avaya DMCC.

  7. Enter the PBX IP Address. This must match the IP address of the Avaya CM.

  8. Enter the Switch name. This 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 (Communication Manager Interface > Switch Connections) there is a Connection Name field associated with the connection between AES and CM.

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

  2. Enter the DMCC Port. This must match the port running the DMCC service.

  3. Enter the Username. This is the Avaya AES CT User that Quality Management Suite uses to communicate with the Avaya DMCC.

  4. Enter the Password. This is the password for the Avaya AES CT User.

  5. Select whether Quality Management Suite uses secure sockets to communicate with Avaya DMCC.

  6. Enter the starting Audio Port. This is the beginning of the port range Quality Management Suite uses to receive audio from Avaya DMCC. Each user is assigned a port starting with the value entered.

A Windows Firewall change may be necessary if the port range configured is blocked by the current firewall settings.

  1. Click the Save button in the Actions bar.

  2. Click Users under the Administration category on the right-side of the window. The Users tab displays.

  3. Configure all users that Quality Management Suite will be able to access and configure to record calls.

  4. The Extension Password field in the Call Recording Settings section must match the security code configured in Avaya CM for the station.

  5. The Primary Extension field in the Call Recording Settings section must match the extension configured in Avaya CM for the station.

  6. Click the Save button in the Actions bar.

  7. Repeat steps 15-19 for each user to extension entry listed.

Configuration File Settings

The following are Avaya-DMCC-specific settings that can be added if necessary to the CallRecordingService.exe.config file, located in the QMS installation folder. All key names are case-sensitive.

AvayaSaveVdnAsDnisEnabled: Enables QMS' processing of Established events for purposes of populating the DNIS field in a recorded call’s meta-data. Valid values are true and false, with a default value of false. This key is located in the <Control /> section. For an Established event, where the AnsweringDevice field matches the user’s extension and the CalledDevice field does not, if the CalledDevice field length is equal to the configured VdnLength, then the CalledDevice field will be saved as the DNIS.

AvayaVdnLength: Allows the default value of 6 to be overridden. This key is located in the <Control /> section.

Licensing

Avaya AES server is required. One TSAPI Basic license and one DMCC license is required per recorded user. For HA deployments two DMCC licenses are required per recorded user (one for each recording server).