Avaya IP Office Configuration

Installing Avaya TSP (TAPI Server Provider)

The QMS Recording Service requires Avaya TSP for Call Control with Avaya IP Office. Call control information (i.e. off hook, caller ID, or on hook) is usually captured from packet sniffing, but Avaya IP Office requires the use of TSP for call control information. TSP only provides the call control information and port mirroring on the sniffer NIC captures the audio.

A CTI Link Pro license is required to use Avaya TSP with Avaya IP Office. The license must be installed prior to the Avaya TSP install.

To set up Call Recording using Avaya TSP, complete the following steps.

  1. Install Avaya TSP by running AvayaSftPhnAndTapiTsp_1_0_0_38.exe. The Welcome to the InstallShield Wizard for TAPI2 window displays.

  2. Click Next.

  3. In the Username field and Password field enter admin.

  4. Enter the IP address of the system running Avaya IP Office Server. The installer must restart your system before configuration of TAPI2 can continue.

  5. At the Ready to Install the Program screen click Install. The wizard takes several minutes to install.

  6. The installer will state that a reboot is necessary. Click Yes to restart now.

  7. After the reboot, the InstallShield Wizard resumes. Click Next.

  8. Click Finish when the wizard completes.

  9. Navigate to Control Panel > Phone and Modem > Advanced Tab and select Avaya IP Office TAPI2 Service Provider and click Configure. The Avaya TAPI2 configuration window displays.

  10. In the Switch IP Address field type the IP address for the System running Avaya IP Office Server.

  11. Select the Third Party radio button.

  12. In the Switch Password field type password.

  13. Click OK and then click Close.

  14. Complete the following steps to make sure that the installation was successful:

    • Enter dialer.exe in the Run window.

    • In the Phone Dialer, enter an Extension linked to an Agent who has been logged in. An example might be 2511.

    • Click Dial.

    • The phone configured for x2511 should ring.

If you would like to verify that the TSP is functional, then click Tools in the top of the Dialer. The Connect Using window displays. Use the Line drop-down to view a list of extensions that TAPI communicates with. The QMS users with record capabilities should be included in the list. Select one of the extensions and click OK.

Enabling SNMP Support on IP Office

To enable SNMP support on IP Office, complete the following steps.

  1. Open System > System Events > Configuration and click the SNMP Enabled checkbox.

  2. Type a name in the Community field. It is recommended that you type in public.

  3. Type 161 into the SNMP Port field as the default.

  4. In the left pane select Firewall Profile and double-click Internet01.

  5. In the SNMP drop-down select Bothway. This enables IP Office to receive and send SNMP requests.

  6. Restart IP Office for the changes to take effect.