Avaya 39101 CN3910_F User Manual 3aa54583 Ed81 409a B339 D5042d11f253
User Manual: avaya 39101 Avaya IP Phone 3910 User Guide |
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Avaya Voice Portal Configuration Note 3910 – Rev. F (1/08) Avaya Voice Portal (Software application) Telephone Telephone Central Office & PSTN Telephone Text-to-Speech Server Central Office Digital Trunks Local Area Network ` AVAYA Media G3/G600/S8700/S8300 Processing Minimum Software Platform Voice Portal Release CM 2.1 (Server) Management System Application Development for Speech Appls. ` Web Browser for Configuring Voice Portal Important: This Configuration Note specifies the minimum configuration required by voice portal. It is advisable to consult with your application designer to ensure you have a configuration to meet your specific requirements. An IP/CCMS connector, the link between the PBX and Voice Portal handles both call data information and voice communication 1.0 METHOD OF INTEGRATION There is one IP Link (Ethernet) from the Voice Portal’s Media Processing Platform (MPP) server to the PBX. The integration is done via the IP SoftPhone protocol with voice transmission and integration information carried over IP. 2.0 VOICE PORTAL ORDERING INFORMATION For details on server hardware and software requirements please refer to: • Avaya Voice Portal 3 – Concepts and Planning • Avaya Voice Portal 3 – Installation and Configuration Guide Disclaimer: Configuration Notes are designed to be a general guide reflecting AVAYA experience configuring its systems. These notes cannot anticipate every configuration possibility given the inherent variations in all hardware and software products. Please understand that you may experience a problem not detailed in a Configuration Note. If so, please notify the Technical Assistance Center at 408.922.1822, and if appropriate we will include it in our next revision. AVAYA accepts no responsibility for errors or omissions contained herein. 2 Voice Portal 3.0 PBX HARDWARE REQUIREMENTS For G3 and traditional Cabinet S87x0/S8500 PBXs • TN2302 AP Media Processor / TN2602 AP Media Resource circuit packs (Crossfire). AP Media circuit packs are used to convert the audio PBX hardware requirements levels for the IP telephone to audio levels for DCP phones when IP phones are used in a call with non-IP telephones. *FOR FAX Support: TN2302 Firmware 111 minimum / TN2602AP Firmware 24 minimum • TN799 Control-LAN (CLAN) circuit pack for the signaling capability (either the B or C vintage) on the csi, si, and r platforms. For S8300/S87x0/8500 using newer media modules • Use of EXT 2 port on the front panel of G700 to connect to MPP Server. For connecting to PBX: • Category 5 wiring or line cord to connect MPP Server to PBX. 3.2 PBX SOFTWARE REQUIREMENTS • Minimum software release CM2.1 PBX Software Requirements • Minimum release Avaya CM 3.1 and Special Application (Green Feature) SA8874 - Call status messages for 7434ND IP phones is strongly recommended. SA8874 provides detailed call-progress indications to Avaya VP when the incoming or outgoing call is either a station-to-station call or is over a PRI trunk. This allows supervised transfer to fully integrate with Voice Portal for call progress and handling. Without this feature supervised transfers will function similar to blind transfers and callers may hear busy or similar tones that would otherwise be avoided. To order SA8874 use Material Code #202775. Note: There is a cost to add this feature to your PBX. • AAS capability – Avaya CM station type (7434ND) used by Avaya VP does not allow for Auto-Available Skill (AAS) capability to be configured. To resolve this issue install patch 11586, available through CM 3.0 Load 346. Important: Account teams should check with Avaya Services to determine if any other patches may be needed for the Avaya CM release they will integrate with Avaya VP. 4.0 FEATURES SUPPORTED FEATURES The Voice Portal system provides either full or partial automation of telephone transactions that would otherwise be performed by an operator, attendant, or contact center agent. These automated transactions are driven by speech applications where each speech application is designed and developed to satisfy specific customer needs. Note: With Voice Portal 4.0 or higher, an alternate gatekeeper discovery address can be configured on the VPMS to be used if the primary address does not respond. The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 Voice Portal 5.0 3 CONFIGURING THE PBX TO INTEGRATE The following tasks must be completed when programming the PBX to integrate. Configuring the PBX to integrate IMPORTANT NOTE: Although the integration uses the IP Softphone protocol for connectivity, they are defined within the PBX as 4-wire 7434ND (numeric display) sets. The tasks are as follows: • • • Configure Switch System Settings Create Pilot number for the Voice Portal hunt group. Define the stations assigned to Voice Portal. NOTE: A number of configuration shows screens that follow are shown displayed in the Avaya Site Administration GUI, also known as GEDI (Graphically Enhanced DEFINITY interface). Screens and parameters may appear different depending on PBX software revision and load. Please note, for those using Definity System Administration the tabs on the following screens correlate to the page #s as displayed on the admin screens. 5.1 SYSTEM PARAMETER FEATURES Under Parameters double-click change system-parameters features. Select tab 5 and verify that the field 7434ND? is set to “y” Figure 1: System Parameters Features - Tab 5 The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 4 Voice Portal 5.1.1 Ensuring best-quality IP Audio To ensure best audio quality when calling Voice Portal from an IP phone, use the “display ip-codec-set 1” command and verify that a G711MU codec is shown at the first position. Ensuring the best audio quality. “disp ip-codec-set 1” Voice Portal supports Voip Audio Formats set to audio/basic(default) or audio/xalaw-basic. This selection is defined on the VPMS’s web page under the VoIP Settings. Make sure the switch is configured to support the codec you select. If you have selected audio/basic on the VPMS, then the codec set on the switch should include G711MU. If you have selected audio/x-alaw-basic on the VPMS, then the codec set on the switch should include G711A. Note: When Voice Portal negotiates a codec from the switch at call setup, it typically will use the first codec on the list (below). A G711MU codec is typically used in the US and Japan, while a G711A is used in Europe and other parts of the world. Figure 1a: Codec Sets display ip-codec-set 1 Page 1 of 2 IP Codec Set Codec Set: 1 Audio Silence Frames (Continued on nextPacket page)(ms) Codec Suppression Per Pkt Size 1: G.711MU n 3 30 2: G.711A n 3 30 3: 4: 5: Important: This setting should be set to 6: match the same setting on 7: Media Encryption: none the Voice Portal system. 5.1.2 IP-IP Direct Audio settings To work properly with Avaya Voice Portal, the required minimum Packet Size setting in the IP-Code-Set is 20 ms. -continued on next page - The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 5 Voice Portal display ip-codec-set 1 Page 2 of 2 IP Codec Set FAX: Starting with Voice Portal 4.1 a fax tone detection feature is available. For this feature to work, you must configure the PBX correctly. Note: Turn off the special fax handling as shown here in this codec set. This allows the fax to be handled as an ordinary voice call. With a codec set that uses G.711, this setting is required to send faxes to non-Avaya systems that do not support T.38 fax. Allow Direct-IP Multimedia? n FAX Modem TDD/TTY Clear-channel Mode off off US n Redundancy 0 0 3 0 5.1.2 Media Encryption Voice Portal supports Media Encryption set to Yes (default) or No. This selection is defined on the VPMS’s web page under the H.323 Connections. Be sure the switch has Media Encryption appropriately configured for AES (Encryption), AEA (Encryption) and/or None (No Encryption). If Voice Portal has Media Encryption set to Yes, then the MPP will support Media Encryption for the switch set to AES(Encryption), AEA (Encryption) and/or None (No Encryption). If Voice Portal has Media Encryption set to No, then the switch must have None (No Encryption) enabled (see above - Figure 1a Codec Sets). If this option is not set, then calls to the MPP will get dead air. 5.1.3 IP-IP Direct Audio settings The IP-IP Direct Audio settings must be enabled. Figure 1b (below) shows how to verify this. Use the “display ip-network-region 1” command and review. -continued on next page - The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 6 Voice Portal Figure 1b: IP-Network-Region 1 (Tab 1 or Page 1) Verify Direct Audio settings are set to “yes” “disp ip-network-region 1” 5.2 Configuration Requirements for Voice Portal Stations • Create a sequential range of stations that will be used by Voice Portal. Each station should have the following five fields set as shown below. 1. Type = 7434ND 2. Display Name = Speech Access (this name would replace “*Columbia 8050” in our example below) 3. Display Module = y Note: only after you select “y” will you see Display Language appear 4. Display Language = English 5. Security Code = Set to a valid value. Note: Voice Portals allows the security codes to be the same for every station, or incrementally set for stations in a given range. 6. IP SoftPhone? = y Figure 2: Station options – Page 1 of 5 Note: The following screens for configuring the Station Options are shown using the standard terminal display. If you are using the Avaya Site Administration GUI, also known as GEDI (Graphically Enhanced DEFINITY interface), the page numbers would be depicted graphically as The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 7 Voice Portal tabs. Screens and parameters may appear different depending on PBX software revision and load. Important: When configuring station options, the Port field is where you would enter IP (see red note below left). Once you have added the user, the system then assigns a port. display station 57001 Page 1 of 5 STATION Note: When the IP SoftPhone option is set to “y” as shown in Figure 2 then the multimedia mode as shown in Figure 3 (Station Options - page 2 of 5) will default to “enhanced” and cannot be changed. Extension: Type: Port: Name: 57001 7434ND S00400 Elena1 STATION OPTIONS Loss Group: Data Module? Display Module? Display Language: Lock Messages? n Security Code: * Coverage Path 1: Coverage Path 2: Hunt-to Station: 2 n y english BCC: TN: COR: COS: 0 1 1 1 Personalized Ringing Pattern: 1 Message Lamp Ext: 57001 Coverage Module? n Media Complex Ext: IP SoftPhone? y Remote Office Phone? n Figure 3: Station options – Page 2 of 5 The default feature options should be left unchanged. display station 57001 Page 2 of 5 STATION FEATURE OPTIONS LWC Reception: LWC Activation? LWC Log External Calls? none CDR Privacy? Redirect Notification? Per Button Ring Control? Bridged Call Alerting? Active Station Ringing: spe y n n y n n single H.320 Conversion? n Service Link Mode: as-needed Multimedia Mode: enhanced MWI Served User Type: AUDIX Name: Auto Select Any Idle Appearance? n Coverage Msg Retrieval? y Auto Answer: Data Restriction? n Idle Appearance Preference? n Restrict Last Appearance? y Per Station CPN - Send Calling Number? Audible Message Waiting? Display Client Redirection? Select Last Used Appearance? Coverage After Forwarding? Multimedia Early Answer? Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? Emergency Location Ext: 57001 IP Audio Hairpinning? The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 n n n s n y y 8 Voice Portal Figure 4: Station options – Page 3 of 5 Set the Button Assignments for the first two call appearances as shown. display station 57001 Page 3 of 5 4 of 5 STATION SITE DATA Room: Jack: Cable: Floor: Building: ABBREVIATED DIALING List1: BUTTON ASSIGNMENTS 1: call-appr 2: call-appr 3: 4: 5: Headset? Speaker? Mounting: Cord Length: Set Color: List2: n n d 0 List3: 6: 7: 8: 9: 10: Figure 5: Station options – Page 4 of 5 The default feature options should be left unchanged. display station 57001 Page STATION BUTTON ASSIGNMENTS 11: 12: 13: 14: 15: 16: 17: 18: 19: 20: 21: 22: 23: 24: 25: 26: 27: 28: 29: 30: 31: 32: 33: 34: The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 9 Voice Portal Figure 6: Station options – Page 5 of 5 Set the Button Assignments as shown below (Note: must be set as shown) display station 57001 Page STATION DISPLAY BUTTON ASSIGNMENTS 1: normal 2: 3: 4: 5: 6: 7: - continued on next page - The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 5 of 5 10 Voice Portal 5.3 CONFIGURE HUNT GROUP FOR VOICE PORTAL STATIONS You will need to create a hunt group for the stations you defined for Voice Portal. The group extention is the pilot number that is used to call the application. In Figure (below) the Group Extension shown as 7915 is only an example. Figure 8: HUNT GROUP - Tab 1 When creating a Hunt Group, whatever name or number you enter in the Group Name field will appear on the telephones calling into the application. The screen below shows examples of a Group Name and Group Extention. The rest should be left as default. Note: Make sure you set the ISDN Caller Display Field to "grp-name" (see below). This enables you to display the name as entered in the Group Name field in the Hunt Group form (see below), on users’ telephone displays when calling into Voice Portal. Establishing the Hunt Group/Pilot # --Enter whatever name you want here. This name will appear on the display of the phones calling Voice Portal. --Set ISDN Caller Display to “grp-name” 5.3.1 SETTING EXTENSION NUMBERS IN HUNT GROUP Here is where you will enter the extension numbers created for Voice Portal. These are the group of numbers associated with the pilot number you defined earlier. NOTE: Hunt Groups can contain as many as 1000 numbers. Enter only the numbers you have defined for your application (see section 5.2 in this Config Note). The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 11 Voice Portal Figure 8: HUNT GROUP - Tab 3 5.4 ESTABLISHING THE LICENSE FILE A LICENSE FILE “ IP_API_A” MUST BE DESIGNATED FOR VOICE PORTAL. BELOW IS THE SCREEN THAT SHOWS IP REGISTRATIONS BY ID. CHECK TO ENSURE IP-API_A IS LISTED. OTHERWISE IT MAY BE NECESSARY TO ADD THE LICENSE TO CUSTOMER OPTIONS TABLE. display system-parameters customer-options MAXIMUM IP REGISTRATIONS BY PRODUCT ID Product ID IP_API_A IP_API_B IP_API_C IP_Agent IP_IR_A IP_Phone IP_ROMax IP_Soft IP_eCons Rel. : : : : : : : : : : : : : : : Limit 1000 1000 1000 2000 2000 12000 12000 1000 10 0 0 0 0 0 0 Used 124 0 0 117 0 11 0 0 0 0 0 0 0 0 0 The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 Page 10 of 11 12 Voice Portal 6.0 CONFIGURING SERVER See the Avaya Voice Portal – Installation and Configuration Guide 7.0 TESTING 7.1 Testing the Application Testing the Application Call the pilot number for your system. Validate the functionality. 8.0 CONSIDERATIONS 8.1 Although we indicated Group Type on a Hunt Group as the selected method of call distribution, users may opt to modify this according to their own needs. 8.2 A Maintenance Port is optional and configured on the switch as a nonmaintenance port. The port should be in its own hunt group, or in a hunt group with other maintenance ports. It is used for testing applications or MPPs (Media Processing Platform). Each allocated MPP should have one maintenance port. 8.3 ANI/DNIS sent to Voice Portal - The ANI or DNIS sent to the Voice Portal should contain numbers only. Non-numerical values may cause the MPP improperly map the ANI/DNIS to the application to run. -continued on next page - The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1 13 Voice Portal Document History Revision Issue Date A 11/10/05 GA release B 03/23/06 Added note regarding IP packet size setting in ip-codec-set (see page 4) C 09/01/06 Added TN2602AP (a.k.a. Crossfire) circuit pack to Section 3.0 (PBX Requirements) as an alternate to the TN2302AP. D 03/08/07 Updated CN with new Green Feature requirement Section 3.2 E 10/8/07 Updated section 3.0 with AAS/7434ND info and added SA8874 number to clarify the green feature noted in same section. F 1/18/08 Added new screen (page 2 of ip-codec-set) and sidebar in section 5.1.1 for fax tone detection that is available starting in VP 4.1 Reason for Change ©2008 AVAYA Inc. All rights reserved. All trademarks identified by the ®, SM and TM are registered trademarks, service marks or trademarks respectively. All other trademarks are properties of their respective owners. The above information is based on knowledge available at the time of publication and is subject to change without notice. Printed in U.S.A. AVAYA Inc. 1033 McCarthy Blvd Milpitas, CA 95035 (408) 577- 7000 http://www.avaya.com The above information is provided by AVAYA Inc. as a guideline. See disclaimer on page 1
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