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Avaya TASKE Contact 8.8 Installing Manual
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Avaya TASKE Contact 8.8 Installing Manual

Avaya TASKE Contact 8.8 Installing Manual

Application notes for taske contact with avaya. communication manager using avaya application. enablement services.
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Avaya Solution & Interoperability Test Lab
Application Notes for TASKE Contact with Avaya
Communication Manager using Avaya Application
Enablement Services – Issue 1.0
These Application Notes describe the configuration steps required for TASKE Contact 8.8 to
successfully interoperate with Avaya Communication Manager 5.0 using Avaya Application
Enablement Services.
Information in these Application Notes was obtained through compliance testing and
additional technical discussions. Testing was conducted via the DevConnect Program at the
Avaya Solution and Interoperability Test Lab.
SVS; Reviewed:
SPOC 6/18/2008
Abstract
Solution & Interoperability Test Lab Application Notes
©2008 Avaya Inc. All Rights Reserved.
1 of 39
AES41-Taske

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Summary of Contents for Avaya TASKE Contact 8.8

  • Page 1 Communication Manager using Avaya Application Enablement Services – Issue 1.0 Abstract These Application Notes describe the configuration steps required for TASKE Contact 8.8 to successfully interoperate with Avaya Communication Manager 5.0 using Avaya Application Enablement Services. Information in these Application Notes was obtained through compliance testing and additional technical discussions.
  • Page 2 Telephony Integration (CTI) event reports from Avaya Communication Manager for call monitoring and reporting, and provides forecasting for effective contact center management. The integration with Avaya Communication Manager is achieved through the Avaya Application Enablement Services (AES) Telephony Services Application Programming Interface (TSAPI) service, as illustrated in Figure 1.

  • Page 3: Equipment And Software Validated

    Avaya 1616 IP Telephones Avaya one-X™ Edition 1.23 (H.323) TASKE Contact using Dell Precision 360 with Windows 2003 Server SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 3 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 4 Figure 2. In this case, “Clan-1” and “192.2.5.6 are entered as Name and IP Address for the C-LAN that will be used for connectivity to the Avaya AES server. The actual node name and IP address may vary. Submit these changes.
  • Page 5 Network uses 1's for Broadcast Addresses? y Figure 4: Data Module 3.2. Administer Transport Link for Avaya AES Connectivity Administer the transport link to Avaya AES with the “change ip-services” command. SVS; Reviewed: Solution & Interoperability Test Lab Application Notes...
  • Page 6 Avaya AES server. The administered name for the Avaya AES server is created as part of the Avaya AES installation, and can be obtained from the Avaya AES server by typing “uname –n” at the Linux command prompt.
  • Page 7 • Administer TASKE user 4.1. Verify Avaya Application Enablement Services License From the WEB browser, enter the IP address of the Avaya AES. For example enter http://10.30.1.1. The Avaya Application Enablement Services screen should display. At this point, either the AE Server Administration or the WebLM Administration can be selected (not displayed).
  • Page 8 CTI OAM Administration. Note: User Management is covered in a later step. Figure 8: Welcome to OAM SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 8 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 9 2. The License Information must be visible as displayed in the Welcome to CTI OAM Screens as in Figure 9. Verify that the Avaya Application Enablement Services license has proper permissions for the features illustrated in these Application Notes by ensuring the TSAPI service is licensed.
  • Page 10 Network Configuration Local IP. 1. As displayed in Figure 10, in the Client Connectivity field, select the Avaya AES server IP address that will be used to connect to TASKE Contact. In the Switch Connectivity field, select the Avaya AES server IP address that will be used to connect to Avaya Communication Manager.
  • Page 11 Add Connection. In this case, the name S8500 is used, and the actual switch connection name will vary. Figure 11: Switch Connections SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 11 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 12 Figure 6. Re-enter the same password in the Confirm Switch Password field. Note that the default value of checked may be retained for the SSL field. Had the switch been an Avaya DEFINITY Server G3csi, the SSL field would need to be unchecked. Click on Apply.
  • Page 13 3. The S8500 entry is created as displayed in Figure 13. Click on Edit CLAN IPs if you need to change the password. Figure 13: Configured Switch Connections SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 13 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 14 4. In the Edit CLAN IPs – S8500 screen, enter the host name or IP address of the C-LAN used for Avaya AES connectivity as displayed in Figure 14. In this case, 192.2.5.6 is used, which corresponds to the C-LAN administered on Avaya Communication Manager in Figure 2.
  • Page 15 4.4. Administer TSAPI Service 1. To administer a TSAPI link on Avaya AES, select Administration CTI Link Admin TSAPI Links from the CTI OAM Home menu as displayed in Figure 15. Click on Add Link. Figure 15: TSAPI Links SVS; Reviewed: Solution &...
  • Page 16 • Switch CTI Link Number: Corresponding CTI link number configured in Figure 7. Note: The actual values for both fields may vary. Click on Apply Changes. Figure 16: Add/Edit TSAPI Links SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 16 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 17 3. Enable the security database on Avaya AES, as this functionality is utilized by TASKE Contact. From the CTI OAM Home menu, select Administration TSAPI Configuration to display the TSAPI Configuration screen displayed in Figure 17 below. For TCP Preferred Naming Format select IP Address followed by Apply Changes.
  • Page 18 Tlinks from the CTI OAM Home menu. Note the value of the Tlink Name, as this will be needed for configuring TASKE Contact. In this case, the Tlink Name is AVAYA#S8500#CSTA#AES-TEST, which is automatically created by the Avaya AES server and displayed in Figure 18. Figure 18: Tlinks SVS; Reviewed: Solution &...
  • Page 19 Figure 19. Note that the total number of devices may vary, as this depends on the number of extensions to be monitored. Figure 19: Devices SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 19 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 20 Figure 20: Add/Edit Devices 4.6. Administer TASKE User Select OAM Home User Management to display the Avaya AES login screen. Log in using the User Management user name and password, and the same Welcome to CTI OAM screen from Figure 8 is displayed.
  • Page 21 1. To create the TASKE user on Avaya AES, select OAM Home User Management Add User from the User Management Home menu. In the Add User screen displayed in Figure 21, enter the following values: • User Id: A meaningful user id.
  • Page 22 Users to get a listing of all CTI users, as displayed in Figure 22. Select the TASKE user created back in Figure 21 and click on Edit. Figure 22: CTI Users SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 22 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 23 Device, and Allow Routing on Listed Device fields. Enable the Call / Call, followed by Apply Changes. Figure 23: Edit CTI User SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 23 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 24 Reference [5] during TASK Contact administration and operation. 5.1. Loading the TASKE Database At the conclusion of the TASKE Contact 8.8 software installation, the TASKE Database Update Wizard will be invoked automatically and displays the Welcome to the TASKE Database Update Wizard screen displayed in Figure 24.
  • Page 25 Figure 25. This procedure will re-invoke the TASKE Database Update Wizard. Also note that C:\taske is the default load directory and may vary. Figure 25: Import Communication Manager Information SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 25 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 26 The Query Communication Manager Telephone System screen is displayed. Enter the following values as displayed in Figure 26: • Tlink name: Select the same Tlink Name as on the Avaya AES from Figure 18. • Login name: Enter the TASKE user id administered on the Avaya AES from Figure •...
  • Page 27 Figure 27: Information Collection In Progress The Information collection completed screen is displayed in Figure 28. Figure 28: System Setup SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 27 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 28 List of Users and User Record Details panels displayed in Figure 29. Figure 29: TASKE Administrator SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 28 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 29 Click on Update to create the new supervisor user record. Repeat this process to create remaining supervisor users records. Figure 30: TASKE Administrator with User Record Details SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 29 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 30 6.1. General Test Approach The feature functionality test cases were performed both automatically and manually. Upon start of the TASKE Contact application, the application automatically queries Avaya Communication Manager for device status and requests monitoring. For the manual part of the testing, incoming calls were made to the monitored VDN to enable event reports to be sent to TASKE Contact.

  • Page 31: Verification Steps

    Test Results All test cases were executed and passed. 7. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya Communication Manager, Avaya Application Enablement Services, and TASKE Contact. 7.1. Verify Avaya Communication Manager Verify the status of the administered CTI link by using the status aesvcs cti-link command as displayed in Figure 32.
  • Page 32 7.2. Verify Avaya Application Enablement Services 1. From the Avaya AES CTI OAM Home menu, verify the status of the switch connection by selecting Status and Control Switch Conn Summary, as displayed in Figure 33. Figure 33: Switch Connections Summary SVS;...
  • Page 33 2. Verify the status of the TSAPI link by selecting Status and Control Services Summary from the Avaya AES CTI OAM Home menu displayed in Figure 34. Click on TSAPI Service, followed by Details. Figure 34: Services Summary SVS; Reviewed: Solution &...
  • Page 34 3. The TSAPI Link Details screen is displayed in Figure 35. Figure 35: TSAPI Link Details SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 34 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 35 “TASKE Information Server” from the Component column on the TASKE Console screen displayed in Figure 31. Make a call to a monitored device, and CTI events received from Avaya Communication Manager will be logged in the TASKE Information Server screen as displayed in Figure 36.
  • Page 36 TASKE Contact from Figure 29. Click on Sign In. Figure 36: TASKE Contact Sign In SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 36 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...
  • Page 37 Figure 37. Figure 37: TASKE Contact Web Monitoring SVS; Reviewed: Solution & Interoperability Test Lab Application Notes 37 of 39 SPOC 6/18/2008 ©2008 Avaya Inc. All Rights Reserved. AES41-Taske...

  • Page 38: Additional References

    • Submit a questionnaire to TASKE technical support via http://www.taske.com/forms/form_asksupport.html. 9. Conclusion These Application Notes describe the configuration steps required for TASKE Contact 8.8 to successfully interoperate with Avaya Communication Manager 5.0 using Avaya Application Enablement Services 4.1. All feature functionality and serviceability test cases were completed successfully.
  • Page 39 2008 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.