Avaya OAISYS NetSuite 4.2 Supplemento

Avaya Solution & Interoperability Test Lab

Application Notes for Computer Telephony Solutions

OAISYS NetSuite 4.2 with Avaya IP Office 2.0, Issue 1.0

Abstract

These Application Notes describe the configuration steps required for Computer Telephony

Solutions OAISYS NetSuite to successfully interoperate with the Avaya IP Office. The

OAISYS NetSuite is a business productivity software suite designed for small and medium-

sized companies. OAISYS NetSuite features include trunk side call recording, intelligent call

routing using ANI and DNIS and a desktop phone application to allow users to make, receive

and manage calls on their existing telephone. Features and functionality were validated and

performance testing was conducted in order to verify operation under load. Information in

these Application Notes has been obtained through interoperability compliance testing and

additional technical discussions. Testing was conducted via the DeveloperConnection

Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction

These Application Notes describe the compliance-tested configuration utilizing Avaya IP Office

2.0 and Computer Telephony Solutions OAISYS NetSuite 4.2.

Computer Telephony Solutions (CTS) OAISYS NetSuite 4.2 is a business productivity software

suite designed for small and medium-sized companies. OAISYS NetSuite 4.2 includes the

following components:

OAISYS Net Server – A software server component that links to the TAPILink Pro and

DevLink Pro interfaces of the Avaya IP Office. The Net Server allows all other OAISYS

components to utilize and share the TAPILink Pro and DevLink Pro interfaces over the LAN.

OAISYS Tracer – A call-logging product that passively taps on the trunk side of the Avaya IP

Office to record telephone calls. The Tracer connects via TCP/IP to the OAISYS Net Server to

receive DevLink Pro information about calls.

OAISYS Call Router – An intelligent call routing product that allows calls to be routed to the

appropriate destination using telephone number (ANI/CallerID), DNIS, time of day, caller-

supplied information, etc. The Call Router uses the IP Office TAPILink Pro and DevLink Pro

links obtained by the Net Server to monitor calls to an Avaya IP Office route point (i.e., hunt

group number) and then immediately re-routes the calls based on the customer configuration.

OAISYS Voice Assistant – An integrated IVR product that provides a ‘voice interface’ for the

Call Router so that callers can be prompted for their main telephone number, customer number,

etc. The Voice Assistant connects to one or more analog station ports on the Avaya IP Office to

interact with callers.

OAISYS Net Phone – A desktop phone application that allows users to make, receive, and

manage calls on their existing telephone. Net Phone provides screen pops and database dialing

to/from most of the popular contact manager, CRM, PIM and database applications.

The tested configuration is shown in Figure 1.

Ethernet

Exchange

Server

(192.45.70.100)

...

x2608

x2601

IP Office Manager PC

License Manager PC

(192.45.70.40)

x2501

x2520 x2511

Analog

Phone Digital

Phone IP

Phone

nalog &

T1 / PRI Trunks

vaya IP406

(192.45.70.191)

vaya IP Phone 30

Computer Telephony Solutions

OAISYS Voice Assistant

OAISYS Call Router

OAISYS Net Server

OAISYS Tracer

Client PC A

w/CTS OAISYS

NetPhone

(Sales)

Client PC B

w/CTS OAISYS

NetPhone

(Rick Sample)

Client PC C

/CTS OAISYS

NetPhone

(Bob Vasquez)

DevLink Pro

TAPILink Pro

breakout

box

192.45.70.x

(192.45.70.225)

PSTN

Figure 1: CTS OAISYS and Avaya IP Office Configuration

For the purpose of these Application Notes, the Avaya IP Office and CTS OAISYS components

were configured as described below. For additional information about available features, please

refer to the appropriate Avaya IP Office and/or Computer Telephony Solutions product

documentation.

Avaya IP Office:

• Four analog station ports, x225 – x228, were connected to the Dialogic 4-port analog

board for use with the OAISYS Voice Assistant.

• Hunt group named ‘CallRouteHunt’ was defined using extension 100 for use with the

OAISYS Call Router.

• All inbound calls (analog and T1 / PRI trunks) were routed to the CallRouteHunt hunt

group.

CTS OAISYS Call Router:

• Configured to monitor all calls to ‘CallRouteHunt’ hunt group extension 100 and process

as follows:

o Check incoming call information.

 If the call was missing CallerID information, Call Router launched CTS

OAISYS Voice Assistant script to prompt the caller for his/her telephone

number.

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o Search database for match on incoming CallerID.

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 If match to ‘(732) 450-0819’ was found, Call Router diverted caller to

extension 2501.

 If no match was found, Call Router launched CTS OAISYS Voice

Assistant script to prompt the caller for extension number to transfer to.

CTS OAISYS Voice Assistant:

• Configured to map each Dialogic port to the extension number assigned to the port.

CTS OAISYS Tracer:

• Passive tap was set up on PRI/T1 and analog trunks.

• Configured to record all trunk calls.

CTS OAISYS Net Phone:

• Installed on end-user’s PC.

• Configured to control end-user’s extension.

• Configured to look up incoming CallerID in end-user’s Outlook Contacts list.

1.1. Compliance Test Notes / Observations

CTS OAISYS Tracer:

• Trunk-side recording only: Station to station calls do not get recorded by Tracer. Only

calls involving a tapped trunk can be recorded. This is the case for station trigger

recordings too.

• Playback through Phone not supported: Tracer does not support playback of trunk

call recordings through user’s phone.

• Playback of recording very low: Tracer playback of analog trunk call recordings was

very low. Recording gain was increased on the card for easier listening but this required

modifications at the board driver level and restarting the driver.

• Station trigger recording fails on outbound calls: Tracer, when set up for station

trigger recording, fails to record outbound calls. Computer Telephony Solutions reports

they fixed this problem in the next version of Level2 for Avaya IP Office (1.0.6).

CTS OAISYS Call Router:

• Call Router diverts calls: Call Router ‘diverts’ or ‘forwards’ calls to destination

extensions according to previously defined rules. If the call recipient does not answer the

call, the call will go to coverage on the Call Router Hunt Group’s voicemail (if Voicemail

is left on for the hunt group), not the call recipient’s voicemail.

CTS OAISYS Net Phone:

• Initiating Conference Calls not supported: Net Phone does not support initiating

conference calls.

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2. Equipment and Software Validated

The following equipment and software were used for the sample configuration provided:

Equipment Software

Avaya IP 406 Office System 2.0(18)

Avaya CTI Link Pro License -

Avaya 6408D+, 6416D+M Telephones -

Avaya 4612, 4624 IP Telephones 1.81

CTS OAISYS Net Server

• Level2 for Avaya IP Office component (v1.0.5)

4.2.24

CTS OAISYS Tracer

Components:

• VAT (v2.0.58)

• TRM (v2.0.20)

• Historian (v2.0.37)

• Replay (v2.0.33)

2.0

CTS OAISYS Voice Assistant 4.0.46

CTS OAISYS Call Router 4.1.3

CTS OAISYS Net Phone 4.6.200

CTS PC Windows 2000 Professional,

Service Pack 4

AI-Logix Single T1/PRI board, DP3209 (for OAISYS

Tracer)

2.7.1 Build 163

AI-Logix 4-port Analog board, PT409 (for OAISYS

Tracer)

2.7.1 Build 163

Dialogic 4-port Analog board, DIALOG4 (for OAISYS

Voice Assistant)

DNA SR5.1.1 Build 30 SP1

Generic Analog Telephones -

3. Configure Avaya IP Office

These Application Notes address provisioning of the IP Office as it relates to integration of the

OAISYS NetSuite components Tracer, Call Router, Voice Assistant, and Net Phone. For all

other provisioning information such as provisioning of the trunks for outbound dialing, call

coverage, extensions, etc., please refer to the IP Office product documentation.

Step Description

IP Office License Key Physical Installation

1. Plug in the red Avaya Software Sentinel key into the parallel or USB port of the IP Office

Manager PC.

Configure License Key Server IP Address

2. Log in to the IP Office Manager PC and go to Start →Programs →IP Office →

Manager to launch the Manager application. Log in to the Manager application using the

appropriate credentials.

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Step Description

3. In the Manager window that appears, select File →Open to search for the IP Office

system in the network.

4. Log in to the IP Office system using the appropriate login credentials to receive its

configuration.

5. In the Manager window, go to the Configuration Tree and double-click System. In the

System Configuration window that appears, select the System tab and set License Server

IP Address to the IP address of the machine to which the red Avaya Software Sentinel key

is connected. This is typically the IP Office Manager PC.

Install Licenses

6. In the Manager window, go to the Configuration Tree and double-click License to open

the list of licenses installed in the IP Office system.

7. Right click in the license list window and select New. In the License window that appears,

enter the CTI Link Pro License Key and click OK.

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Step Description

8. In the Manager window, select File →Save to save the licenses to the IP Office system

and wait for the system to update.

NOTE: Before the system reloads, the new licenses will be listed with an Unknown

status. After the system reloads, the new licenses will be listed as Valid.

Configure Voice Assistant Ports

9. In the Manager window, select File →Open to search for the IP Office system in the

network.

10. Log in to the IP Office system using the appropriate login credentials to receive its

configuration.

11. Select an analog station port on the IP Office Phone Expansion module that will be

connected to the Voice Assistant, and record the corresponding extension number. Verify

the extension number is correct by first attaching a phone to the Phone Expansion module

port. Place a call to the extension number and confirm the phone rings.

12. In the Manager window, go to the Configuration Tree and double-click Extension to open

the list of extensions on the IP Office.

13. Select the extension number recorded in Step 11 from the Extension list and double-click

it.

14. In the Extension window that appears, select IVR Port and click OK.

15. Repeat steps 11 - 14 for each analog station port connected to the CTS PC. For the

purpose of these Application Notes, a 4-port OAISYS Voice Assistant was used on the

CTS PC (extensions 225 – 228).

Step Description

Configure Hunt Group

16. In the Manager window, go to the Configuration Tree and double-click Hunt Group to

open the list of hunt groups on the IP Office.

17. Right click in the hunt group list window and select New.

18. In the HuntGroup tab of the Hunt Group window that appears, leave the Extension list

empty, set Name to CallRouteHunt, Extension to 100 (or the extension number desired for

the hunt group), and Hunt Type to Linear.

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Step Description

19. In the Voicemail tab of the Hunt Group window, uncheck Voicemail On.

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Step Description

20. In the Queuing tab of the Hunt Group window, check Queuing On and click OK.

Select Inbound Call Route

21. In the Manager window, go to the Configuration Tree and double-click Incoming Call

Route to open the list of incoming call routes on the IP Office. Right click in the incoming

call route window and select New.

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