Avaya TASKE Contact 8.8, Installing Manual

Page 1: ...o successfully interoperate with Avaya Communication Manager 5 0 using Avaya Application Enablement Services Information in these Application Notes was obtained through compliance testing and addition...

Page 2: ...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...

Page 3: ...Visualizer for detailed call analysis Spectrum readerboard display application Workforce management integration Call forecasting reports Detailed extension and trunk reporting outside of call center 2...

Page 4: ...in 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...

Page 5: ...y Figure 3 IP Interface 3 Add a new data module using the add data module n command where n is an available extension Enter the following values as displayed in Figure 4 Name A descriptive name Type e...

Page 6: ...led y Note that the name and password entered for the AE Services Server and Password fields must match the name and password on the Avaya AES server The administered name for the Avaya AES server is...

Page 7: ...The procedures fall into the following areas Verify Avaya Application Enablement Services License Administer local IP Administer switch connections Administer TSAPI link Administer security database...

Page 8: ...From the right panel initially select CTI OAM Administration Note User Management is covered in a later step Figure 8 Welcome to OAM SVS Reviewed SPOC 6 18 2008 Solution Interoperability Test Lab App...

Page 9: ...for the features illustrated in these Application Notes by ensuring the TSAPI service is licensed If the TSAPI service is not licensed then contact the Avaya sales team or business partner for a prop...

Page 10: ...lumn select Administration 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 Cont...

Page 11: ...1 Taske 4 3 Administer Switch Connections 1 From the CTI OAM Home menu select Administration Switch Connections As displayed in Figure 11 enter a descriptive name for the switch connection and click o...

Page 12: ...e 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 nee...

Page 13: ...Figure 13 Click on Edit CLAN IPs if you need to change the password Figure 13 Configured Switch Connections SVS Reviewed SPOC 6 18 2008 Solution Interoperability Test Lab Application Notes 2008 Avaya...

Page 14: ...layed 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 Click on Add Name or IP Figure 14 Edit CLAN IPs SVS Reviewed SP...

Page 15: ...Notes 2008 Avaya Inc All Rights Reserved 15 of 39 AES41 Taske 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 H...

Page 16: ...configured in Figure 11 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 Lin...

Page 17: ...tion 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 Figure 17 TSAPI Configuratio...

Page 18: ...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 1...

Page 19: ...eed to be configured in the Avaya AES security database 1 From the CTI OAM Home menu select Administration Security Database Devices and add each device by entering the device extension and clicking o...

Page 20: ...ions AGENT ID Logical agent extensions ACD ACD split or Skill group extensions Figure 20 Add Edit Devices 4 6 Administer TASKE User Select OAM Home User Management to display the Avaya AES login scree...

Page 21: ...ame Surname A descriptive surname User Password Password for the TASKE user Confirm Password Re enter the same password for the TASKE user Avaya Role Retain the default of None CT User Select Yes from...

Page 22: ...ty Database CTI Users List All 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 SPOC...

Page 23: ...Call Origination and Termination Device Device Call Device and Allow Routing on Listed Device fields Enable the Call Call followed by Apply Changes Figure 23 Edit CTI User SVS Reviewed SPOC 6 18 2008...

Page 24: ...Interoperability Test Lab Application Notes 2008 Avaya Inc All Rights Reserved 24 of 39 AES41 Taske 5 1 Loading the TASKE Database 1 At the conclusion of the TASKE Contact 8 8 software installation th...

Page 25: ...ke ttdbpop exe cti Note The alternate method of querying the telephone system is being used here as noted in Figure 25 This procedure will re invoke the TASKE Database Update Wizard Also note that C t...

Page 26: ...the TASKE user password administered on the Avaya AES from Figure 21 If the customer utilizes the Expert Agent Selection feature on Avaya Communication Manager then click on The EAS feature is enable...

Page 27: ...ollection to complete Figure 27 Information Collection In Progress 5 The Information collection completed screen is displayed in Figure 28 Figure 28 System Setup SVS Reviewed SPOC 6 18 2008 Solution I...

Page 28: ...aske 5 2 The TASKE Administration 1 Navigate to Start TASKE Contact Administrator and activate the TASKE Administrator as displayed below In the TASKE Administrator screen click on Users on the bottom...

Page 29: ...ll name for the supervisor user Password Password for the supervisor user Confirm password Re enter the same password Type Select Supervisor from the drop down menu Web Portal Click to enable the Web...

Page 30: ...ents The load testing focused on verifying the ability of TASKE Contact to report contact center data gathered over time from a moderate traffic load The serviceability testing focused on verifying th...

Page 31: ...he serviceability test cases were performed manually by busying out and releasing the CTI link and by disconnecting and reconnecting the LAN cables The verification of all tests included human checkin...

Page 32: ...Inc All Rights Reserved 32 of 39 AES41 Taske 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...

Page 33: ...s 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 SPOC 6 18 2008 Solution Interoperability Test L...

Page 34: ...Link Details screen is displayed in Figure 35 Figure 35 TSAPI Link Details SVS Reviewed SPOC 6 18 2008 Solution Interoperability Test Lab Application Notes 2008 Avaya Inc All Rights Reserved 34 of 39...

Page 35: ...nistered CTI link bring up the TASKE Information Server screen by double clicking on the TASKE Information Server from the Component column on the TASKE Console screen displayed in Figure 31 Make a ca...

Page 36: ...name or IP address will vary and in this case the TASKE Contact server name is win2k3 Log in with a valid supervisor user name and password administered on TASKE Contact from Figure 29 Click on Sign...

Page 37: ...ntation the screen will then be populated with real time monitoring data reflecting call activities at the monitored devices as displayed in Figure 37 Figure 37 TASKE Contact Web Monitoring SVS Review...

Page 38: ...re completed successfully 10 Additional References This section references the product documentation relevant to these Application Notes 1 Avaya MultiVantage Application Enablement Services Administra...

Page 39: ...e information provided in these Application Notes is subject to change without notice The configurations technical data and recommendations provided in these Application Notes are believed to be accur...