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Avaya Solution & Interoperability Test Lab
Application Notes for Computer Telephony Solutions
OAISYS NetSuite 4.2 with Avaya IP Office 2.0, Issue 1.0
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.
Program at the Avaya Solution and Interoperability Test Lab.
SCR; Reviewed:
WCH 7/7/2004
Abstract
Testing was conducted via the DeveloperConnection
Solution & Interoperability Test Lab Application Notes
©2004 Avaya Inc. All Rights Reserved.
1 of 39
oaisys-ipoffice.doc
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Summary of Contents for Avaya OAISYS NetSuite 4.2
- Page 1 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.
- Page 2 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.
- Page 3 (Sales) 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.
- Page 4 • 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: •...
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Page 5: Equipment And Software Validated
Step Description IP Office License Key Physical Installation 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 Log in to the IP Office Manager PC and go to Start → Programs → IP Office →... - Page 6 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.
- Page 7 Application Notes, a 4-port OAISYS Voice Assistant was used on the CTS PC (extensions 225 – 228). SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 7 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 8 Name to CallRouteHunt, Extension to 100 (or the extension number desired for the hunt group), and Hunt Type to Linear. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 8 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 9 Step Description 19. In the Voicemail tab of the Hunt Group window, uncheck Voicemail On. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 9 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 10 Route to open the list of incoming call routes on the IP Office. Right click in the incoming call route window and select New. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 10 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 11 (trunks) available on the IP Office. Double-click the Line (analog or digital) whose incoming calls are to be routed to the CallRouteHunt hunt group, e.g., 301. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 11 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 12 (10/28/2003) for additional information. Step Description Install the Avaya IP Office TAPI Service Provider driver on the CTS PC from the Avaya IP Office User Applications CD. Do not install the Phone Manager. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes...
- Page 13 In the Advanced tab of the Phone and Modem Options window, double-click Avaya IP Office TAPI2 Service Provider. In the Avaya TAPI2 configuration window that appears, set Switch IP Address to the IP Address of the IP Office, select Third Party, set Switch Password to the IP Office password, uncheck WAV Users, check ACD Queues, and click OK.
- Page 14 In the OAISYS Net Server window that appears, right-click the LVL2OAI service and choose Show Service Window. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 14 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 15 In the OAISYS Level2 Service window that appears, TAPI Initialized: xx lines found will indicate a green status if the Avaya IP Office TAPI Service Provider was properly configured in Section 5.1. Opening IP Office DevLink Stream will indicate a yellow status until set up.
- Page 16 Party Call Control, and click OK. In the OAISYS Level2 Service window that appears, all status indicators will be green. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 16 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 17 In the OAISYS Net Server window that appears, right-click the VA_Host service and choose Show Service Window. Connect analog IVR ports (SLT) from Avaya IP 406 Office System and program Voice Assistant with Avaya IP 406 Office System extension numbers (201 and 202) for each port.
- Page 18 In the Login to Database window that appears, log in with the password provided for the database and click Okay. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 18 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 19 Step Description In the Routing Exts tab of the Call Router window that appears, click Add. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 19 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 20 NOTE: For the purpose of these Application Notes, canned OAISYS Voice Assistant scripts were used. These canned scripts are available for customization. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 20 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 21 In the Call Router Administrator window that appears, set Phone Number to 7324500819, set Destination to 2501 and click Add. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 21 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 22 In the OAISYS Net Server window on the CTS PC, right-click the VAT1 service and choose Show Service Window. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 22 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 23 In the Server Status tab of the Voice Assistant Tracer window that appears, the status indicators should be green. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 23 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 24 The “Trunk ID” or Line Number of a trunk can be obtained from the Line portion of the Configuration Tree in the Avaya IP Office Manager. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 24 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 25 In the Tracer Recording Manager window that appears, go to Setup → Configure. In the Trunks tab of the Tracer Administrator window that appears, double-click Default. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 25 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 26 Step Description In the Trunk Settings window that appears, selectAll Calls and click Okay. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 26 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 27 In the OAISYS NET PHONE window that appears, right-click the yellow circle on the top left corner of the window and select File → Change Login. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 27 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 28 2520, set Extension to the end-user’s extension number, e.g., 2520, set Hostname to the IP Address of the CTS PC, e.g., 192.45.70.225, and click SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 28 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 29 In the OAISYS NET PHONE window, right-click the yellow circle on the top left corner of the window and select Setup → Preferences → Outlook Phone Link. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 29 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 30 Outlook, and click Setup in the Outlook Phone Link pane. In the OutLook Phone Link setup window that appears, click Call Handler. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 30 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 31 This Interoperability Compliance Test included feature, functionality and performance load testing. Feature and functionality testing examined CTS OAISYS Net Suite components’ (Net Server, Tracer, Call Router, Voice Assistant, and Net Phone) ability to work with Avaya IP Office. The following Net Suite features were verified: Trunk Recording, basic IVR SCR;...
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Page 32: Test Results
Performance statistics were captured on the CTS PC to ensure that it was able to handle the call volume. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 32 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc... -
Page 33: Verification Steps
6. Verification Steps The following steps can be used to verify system operation after a field installation: OAISYS Net Server: Avaya IP Office Connection and OAISYS Net Server links should connect and display a Green Light. OAISYS Call Router: OAI Server Connection link should connect and display a Green Light. - Page 34 Voice Assistant: Net Server and OAI links should connect and display a Green Light. The display should show the extension number that you login with. OAISYS Net Phone: SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 34 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 35 AISYS Tracer: The Net Server and License Information should connect and display a Green Light. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 35 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 36 Tracer Recording Manager (Access tab): The Net Server and CTI should connect and display a Green Light. SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 36 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
- Page 37 These Application Notes describe the required configuration steps for Computer Telephony Solutions’ OAISYS Net Suite components (Net Server, Tracer, Call Router, Voice Assistant, and SCR; Reviewed: Solution & Interoperability Test Lab Application Notes 37 of 39 WCH 7/7/2004 ©2004 Avaya Inc. All Rights Reserved. oaisys-ipoffice.doc...
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Page 38: Additional References
Net Phone) to successfully interoperate with Avaya IP Office. Features, functionality, and performance were successfully validated. 9. Additional References Avaya IP Office Installation Manual, 40DHB0002USCL, Issue 8 (03/07/2003) Avaya IP Office CTI Link Installation Manual, 40DHB0002UKAB – Issue 5 (10/28/2003) Computer Telephony Solutions OAISYS Voice Assistant –... - Page 39 2004 Avaya Inc. All Rights Reserved. © Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice.