Quality Management Suite Configuration

The information provided in this section describes the necessary steps to configure Quality Management Suite for recording IP Office calls.

SNMP communications with the Avaya IP Office SNMP server is required to support agent hot-desking (the DHCP feature).

To configure Quality Management Suite for recording IP Office calls, complete the following steps.

  1. From the computer running the QMS Data Service, open a web browser and access the URL http://localhost/qms. The Call Recording Login page displays.

  2. Enter administrative credentials into the Username and Password fields and then click Login. The QMS interface displays.

  3. Select Services under the Administration category on the right-side of the window. The Services tab displays.

  4. Click Call Recording and click the Edit button. The CallRecording [host] tab displays.

  5. Click the PBX Type drop-down under Service Details and select Avaya IP Office.

  6. Enter the IP address of the Avaya IPO PBX into the PBX IP Address field. This IP address is only used to send SNMP requests which is required if you are using agent hot-desking (the DHCP feature). You can enter multiple IP addresses in this field (separated by a semi-colon) if the IPO environment is distributed and you wish to receive SNMP updates from more than one IPO server.

  7. Click the Save button in the Actions bar.

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

  9. Configure all users that QMS will be able to access and configure recorded calls.

  10. The AgentID field in the Call Recording Settings section must match the user name configured in Avaya IP Office.

  11. The Primary Extension field in the Call Recording Settings section must match the extension configured in Avaya IP Office.

  12. Click the Save button in the Actions bar.

  13. Repeat steps 7-11 for each user to extension entry listed.

Optional Configuration Options

The following options can be configured in the call recording configuration file (CallRecordingService.exe.config) regarding the SNMP support. Normally the default values will be sufficient so these steps are not mandatory.

All of these options go in the TAPI section of the configuration file e.g.

<CallRex>
<Tapi />
</CallRex>

  • SNMPServerCommunity (default "public"). Change to match the SNMP Community field in the Avaya IPOffice manager. If multiple SNMP servers are configured in QMS, then separate multiple values with a semi-colon, or configure a single value which will be applied to all SNMP servers.

  • SNMPServerPort (default "161"). Change to match the SNMP Port field in the Avaya IPOffice manager. If multiple SNMP servers are configured in QMS, then separate multiple values with a semi-colon, or configure a single value which will be applied to all SNMP servers.

  • EnableVersion1SnmpGetNext (default "false"). Enables SNMP version 1 compatibility which is slower because it does not support the Get-Bulk method, and will instead issue a separate SNMP query for every user configured in IPOffice. If multiple SNMP servers are configured in QMS, then separate multiple values with a semi-colon, or configure a single value which will be applied to all SNMP servers.

  • SNMPRefreshIntervalSeconds (default "30"). This controls the polling interval for the SNMP services. If multiple SNMP servers are configured in QMS there may be a need to increase the polling interval to cater for this.

  • EnableVerboseAvayaLogging (default "false") gives more detailed logging of the Avaya TAPI events and call control

  • EnableVerboseAvayaSnmpLogging (default "false") gives more detailed logging of the Avaya SNMP requests and subsequent DHCP processing.