ic61-voipchat

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AM; Reviewed:WCH 2/25/2004

Solution & Interoperability Test Lab Application Notes2004 Avaya Inc. All Rights Reserved.

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Configuring VoIP Chat between Avaya Interaction Center

(IC) Release 6.1 and Avaya Communication Manager

Release 1.3 - Issue 1.0

Abstract

These Application Notes describe how to configure internet voice chat (VoIP chat) between

Avaya Interaction Center (IC) Release 6.1 and Avaya Communication Manager. Agents loginto an Avaya IC 6.1 system located in the call center office. Customers initiate voice chat

contacts with a call center via a web browser.


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1. IntroductionThese Application Notes describe how to configure VoIP chat between Avaya Interaction Center(Avaya IC) Release 6.1 and Avaya Communication Manager. The VoIP chat configuration

described in these Application Notes address a scenario where the customer uses a web browseron a PC with a sound card connected to the Internet to initiate a voice chat contact with an agentusing a telephone.

The sample configuration, depicted in Figure 1, illustrates an Avaya IC 6.1 system, Avaya

S8700 Media Servers, and an Avaya G600 Media Gateway located in a call center office. Avayaagents register to the Avaya IC system using the companys internal private IP network. Avaya

IP endpoints register to an Avaya G600 Media gateway C-LAN card connected to the private

network. The Cisco Pix Firewall is configured to grant customers on the Internet access to theAvaya IC website and the Avaya G600 Media Gateway C-LAN and Medpro cards located in the

firewall Demilitarized Zone (DMZ). The Avaya G600 Media Gateway C-LAN and Medpro

cards located in the DMZ are not subject to Network Address Translation (NAT) for VoIP callsand are still protected against internet attacks. The Avaya G600 Media Gateway cards connected

to the DMZ network are dedicated for voice chat contacts. The DHCP/TFTP server is used for IP

telephone DHCP address assignment and firmware upgrade.

Figure 1: Avaya Interaction Center (IC) VoIP Chat Configuration


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Note: The installation and configuration of Avaya IC and Communication Manager are outside

the scope of these Application Notes. The network configuration, Avaya IC, and AvayaCommunication Manager are assumed to be correctly installed/configured. These Application

Notes describe the steps necessary to enable the voice chat feature between the systems.

2. Hardware and Software ValidatedThe following equipment and software were used for the sample configuration provided:

Hardware and Software Version

Avaya Interaction Center 6.1

Avaya S8700 Media Servers 1.3

Avaya G600 Media Gateway 1.3

Avaya IP Agent 4.0

Avaya 4624 IP Telephone 1.8

Cisco PIX-525 Firewall 6.2(2)

Cisco 3640 Router 12.2(8)T4

Cisco Catalyst 3500 Switch 12.0(5.2)XU

Servers: Microsoft Windows 2000 Server 5.00.2195 (SP2)

Agents: Microsoft Windows 2000 Professional 5.00.2195 (SP3)

Customer: Microsoft Windows 2000 Professional 5.00.2195 (SP3)

Table 1: Hardware and Software Versions


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3. Avaya S8700 Media Server ConfigurationThe following configuration was done through the Avaya S8700 Media Server System AccessTerminal (SAT) screen:

Step Description

1. Define an IP Network Region for optimal audio packet performance for Avaya IC voice

chats.

At the terminal command prompt, enter change ip-network-region 6and match

the parameters below. Then apply the changes.

Note: Administrators may need to use a different network region number depending on

the configuration used. Shuffled calls (a.k.a. Direct IP-IP Audio Connections) are notpermitted due to VoIP NAT issues1.

S8700 Media Server ip-network-region:

Codec Set = 6Direct IP-IP Audio Connections = n

Change ip-network-region 6 Page 1 of 2

IP Network Region

Region: 6

Name: VoIP Chat Region

Audio Parameters Direct IP-IP Audio Connections? n

Codec Set: 6 IP Audio Hairpinning? y

Location:UDP Port Range RTCP Enabled? y

Min: 2048 RTCP Monitor Server Parameters

Max: 65535 Use Default Server Parameters? y

DiffServ/TOS Parameters

Call Control PHB Value: 34

VoIP Media PHB Value: 46

BBE PHB Value: 43 Resource Reservation ParametersRSVP Enabled? n

802.1p/Q Enabled? n

1The VoIP NAT issues can be remedied by placing the Avaya IP endpoints in the DMZ network or by using an

approved H.323 proxy device to translate between public and private IP addresses.


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2. Specify the type of codec used for VoIP encoding and compression/decompression.

The main difference between codecs is in the compression algorithm used. Compression

results in lower bandwidth requirements but also introduces delay and lowers voicequality. The codecs used below come standard with all Windows 2000 operating systems.

At the terminal command prompt, enter change ip-codec-set 6and match the

parameters below. Then apply the changes.

Note: Please make sure to use the same codec set number as the Codec Set configured

for the ip-network region in Step 1. Administrators may need to use a different codec-set

number, if codec set 6 is already being used.

Change ip-codec-set 6 Page 1 of 1

IP Codec Set

Codec Set: 6

Audio Silence Frames Packet

Codec Suppression Per Pkt Size(ms)1: G.723-5.3K y 1 30

2:

3:

4:

3. Define IP interfaces for the C-LAN and MedPro circuit packs used for the H.323 IP

trunk. These circuit packs are connected to the DMZ network so that they can accept

VoIP calls from the internet.

At the terminal command prompt, enter change ip-interfacesand match theparameters below. Then apply the changes.

Note: A different slot value may be needed depending on the location of the C-LAN and

MedPro circuit packs.

Change ip-interfaces Page 1 of 6

IP INTERFACES

Enable

Net

Eth Pt Type Slot Code Sfx Node Name Subnet Mask Gateway Address Rgny C-LAN 01A04 TN799 D clan 255.255.255.0 200.100.100.1 6

y MEDPRO 01A05 TN2302 medpro 255.255.255.0 200.100.100.1 6

y C-LAN 01A07 TN799 D clan2 255.255.255.0 10 .3 .3 .1 1

y MEDPRO 01A08 TN2302 medpro2 255.255.255.0 10 .3 .3 .1 1


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4. Assign node names and IP addresses to each node on the network.

At the terminal command prompt, enter change node-names ipand match the


Note: The C-LAN and MedPro circuit packs must have unique names and IP addressesassigned in the node-names list. These values must match the node names used in Step 3

for each interface. Remember to use the specified names consistently throughout the

remaining tasks.

change node-names ip Page 1 of 1

IP NODE NAMES

Name IP Address Name IP Addressclan 200.100.100.13 . . .

medpro 200.100.100.14 . . .

clan2 10 .3 .3 .13 . . .

medpro2 10 .3 .3 .14 . . .default 0 .0 .0 .0 . . .

. . . . . .


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5. Create a signaling group for the H.323 IP trunk to accept incoming calls from theinternet.

At the terminal command prompt, enter add signaling-group 5and match the


Note: A different signaling-group may be needed depending on the configuration. Since

a trunk group has not been created, the Trunk Group for the Channel Selection field

must be left blank for now. The Near-end Node Name must match the value from theNode Names table (Step 4). The default port number 1720 was used for the Near-end

Listen port. The Far-end Node Name and Far-end Listen Port on the S8700 Media Server

must be left blank to accept calls from any endpoint on the internet.

Be sure the following parameters are configured as follows:

Group Type: = h.323

Calls Share IP Signaling Connection = nDirect IP-IP Audio Connections = n

IP Audio Hairpinning = yLRQ Required? = n

RRQ Required? = n

add signaling-group 5 Page 1 of 5

SIGNALING GROUP

Group Number: 5 Group Type: h.323

Remote Office? n Max number of NCA TSC: 0

Max number of CA TSC: 0

Trunk Group for NCA TSC:

Trunk Group for Channel Selection:

Supplementary Service Protocol: a Network Call Transfer? n

Near-end Node Name: clan Far-end Node Name:

Near-end Listen Port: 1720 Far-end Listen Port:

Far-end Network Region:LRQ Required? n Calls Share IP Signaling Connection?n

RRQ Required? n

Bypass If IP Threshold Exceeded? n

Direct IP-IP Audio Connections? n

IP Audio Hairpinning? y

Interworking Message: PROGress

6. Create a new trunk group for the H.323 IP trunk.

Each H.323 IP trunk group must be associated with an H.323 signaling group.

At the terminal command prompt, enter add trunk-group 5and match the


Note: A different trunk-group number may need to used depending on the configuration.


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The parameters on page 1 of 22 that need to be changed are:

Group Type = isdn

TAC = trunk access code numberCarrier Medium = IP

Service Type = tie

add trunk-group 5 Page 1 of 22

TRUNK GROUP

Group Number: 5 Group Type: isdn CDR Reports: y

Group Name: Chat IP Trunk COR: 1 TN: 1 TAC: 105

Direction: two-way Outgoing Display? y Carrier Medium: IP

Dial Access? y Busy Threshold: 99 Night Service:

Queue Length: 0Service Type: tie Auth Code? n TestCall ITC: unre

Far End Test Line No:

TestCall BCC: 0TRUNK PARAMETERS

Codeset to Send Display: 6 Codeset to Send National IEs: 6

Max Message Size to Send: 260 Charge Advice: noneSupplementary Service Protocol: a Digit Handling (in/out): enbloc/enbloc

Trunk Hunt: cyclical QSIG Value-Added? n

Digital Loss Group: 17

Calling Number - Delete: Insert: Numbering Format:

Bit Rate: 1200 Synchronization: async Duplex: full

Disconnect Supervision - In? y Out? n

Answer Supervision Timeout: 0

7. Configure the H.323 IP trunk to send the Name and Send Calling Number:

add trunk-group 5 Page 2 of 22TRUNK FEATURES

ACA Assignment? n Measured: none Wideband Support? n

Internal Alert? n Maintenance Tests? n

Data Restriction? n NCA-TSC Trunk Member:Send Name: y Send Calling Number: y

Used for DCS? n

Suppress # Outpulsing? n Numbering Format: public

Outgoing Channel ID Encoding: preferred UUI IE Treatment: service-provider

Replace Restricted Numbers? n

Replace Unavailable Numbers? n

Send Connected Number: n

Send UUI IE? y

Send UCID? n

Send Codeset 6/7 LAI IE? n

Network (Japan) Needs Connect Before Disconnect?


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8. Configure the H.323 IP trunk group members:

add trunk-group 5 Page 6 of 22

TRUNK GROUP

Administered Members (min/max): 1/31

GROUP MEMBER ASSIGNMENTS Total Administered Members: 31

Port Code Sfx Name Night Sig Grp1: ip p1 5

2: ip p2 5

3: ip p3 5

4: ip p4 5

5: ip p5 5

. . .

. . .

. . .

31: ip p31 5

9. Add the trunk group to the signaling group used for VoIP calls.

At the terminal command prompt, enter change signaling-group 5and change

the Trunk Group for Channel Selection field. Be sure to change the Trunk Group forChannel Selection to the number of the trunk group chosen in Step 6, then apply the

changes.

Note: A different trunk-group value may need to be used depending on the

configuration. Only basic trunk connectivity has been provisioned at this point.

change signaling-group 5 Page 1 of 5

SIGNALING GROUP

Group Number: 5 Group Type: h.323

Remote Office? n Max number of NCA TSC: 0

Max number of CA TSC: 0

Trunk Group for NCA TSC:Trunk Group for Channel Selection:5

Supplementary Service Protocol: a

Near-end Node Name: clan Far-end Node Name:

Near-end Listen Port: 1720 Far-end Listen Port:

Far-end Network Region:

LRQ Required? n Calls Share IP Signaling Connection? n

RRQ Required? n

Bypass If IP Threshold Exceeded? n

DTMF over IP: out-of-band Direct IP-IP Audio Connections? n

IP Audio Hairpinning? y

Interworking Message: PROGress


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10. Create a route point (a.k.a. Vector Directory Number (VDN)) to be used by Avaya IC forvoice chat contacts. Make sure to map the VDN to a free vector number.

add vdn 35105 Page 1 of 2

VECTOR DIRECTORY NUMBER

Extension: 35105Name: Voice Chat Cus SptVector Number: 28

Attendant Vectoring? n

Meet-me Conferencing? n

Allow VDN Override? n

COR: 1

TN: 1

Measured: both

Acceptable Service Level (sec): 20

Service Objective (sec): 20

VDN of Origin Annc. Extension:

1st Skill:

2nd Skill:

3rd Skill:

11. Configure the vector specified is Step 10 to direct all calls from the voice chat route pointto the Avaya IC Telephony Server (TS) using the adjunct route.

change vector 28 Page 1 of 3

CALL VECTOR

Number: 28 Name: IC61

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n

Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y

Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 adjunct routing link 302 wait-time 10 secs hearing music

03 route-to number 35101 with cov n if unconditionally

04 stop

05

12. Save the Avaya Communication Manager translations:

save translation

SAVE TRANSLATION

Command Completion Status Error CodeSuccess 0


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4. Avaya Interaction Center (IC) VoIP Chat ConfigurationThe following configuration was done through the Avaya IC Manager application:

Step Description1. Configure the IC Workflow server that processes voice chat contacts to support the voice

chat feature.

From the Avaya IC Manager, double-click the Workflow Server. Select the Workflow

tab and click the Ellipsis () button next to Semaphores. In the Semaphores dialogbox, select and enter ivchat.ivchat_key in the new row.

Click the OK button to close the Semaphores dialog box. Click the OK button toclose the Workflow server dialog box.


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2. Create a voice chat channel for the Workflow server that processes voice contacts.

From the Avaya IC Manager, double-click the WorkFlow server. Select the Channels

tab and click the New Channel button. The Channel Editor dialog box is displayed.Complete the fields as follows:

Service TS

Criteria - *r (i.e. *r35105). This is the route point VDNconfigured in Section 3, Step 10 for voice chat contacts)

Click the OK button to close Channel Editor dialog box. Select the channel created

above and click the New Association button. In the Channel Association dialog box,complete the following fields:

Event TS.IcomingCall

Flow ts.incoming_ivchat

Click the OK button to close Channel Association dialog box. Click the OK buttonto close the Workflow server dialog box.


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3. From Avaya IC Manager, restart the workflow server.

Right-click the Workflow server and select Stop. After the Alarm Monitor at the

bottom of the IC Manager displays a message confirming the workflow has stopped, right-click the Workflow server and select Start.

Note: If your Avaya IC system includes multiple Workflow servers, perform this step on all

workflows servers previously modified.

4. Build and load the workflows for incoming voice chat.

1. Start the Avaya WorkFlow Designer application. Select File Open Project

and open the TS project by navigating to the following directory

\IC61\design\IC\Flows\Avaya\TS\TS.prj.2. Double-click the incomingivchat.qfd file in the Project pane.

3. Select Project Settings. The Project Settings dialog box appears.

4. Select the Database tab and enter the following values:

IC Data Source Interaction Center data source (i.e. interaction_center)

Login ID Admin

Password password for the Admin account

5. Click the OK button to close the dialog box.6. Select Build Build Flow Set to verify and compile the workflow.

7. Select File Exit to exit Avaya Workflow Designer.


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5. Build and load the voice chat workflows.

1. Open the voice chat workflow by navigating to the following directory

\IC61\design\IC\Flows\Avaya\ivchat\ivchat.qfd.2. Select Project Settings. The Project Settings dialog box appears.

3. Select the Database tab and enter the following values:

IC Data Source Interaction Center data source (i.e. interaction_center)

Login ID Admin

Password password for the Admin account

4. Click the OK button to close the dialog box.

5. Select Build Build Flow Set to verify and compile the workflow.

6. Select File Exit to exit Avaya Workflow Designer.

6. Configure the Avaya IC Telephony Server (TS) for voice chat.

In Avaya IC Manager, double-click the Telephony Server (TS). Select the TS tab. Right-click in the background and check the box next to Show Advanced Properties. Check the

Dial By Equipment box.


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Click the OK button to close the TS dialog box.


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7. Configure the voice chat gateway in IC to point to the Avaya G600 Media Gateway C-LANcard. Repeat this step for each C-LAN card used for IC VoIP contacts.

Select the IC Manager Configuration tab. From the Tables list in the left pane, selectVoice Chat IP Gateway. Click New. Complete the following fields:

Name Enter node name of the C-LAN card (i.e. clan)

IP Address Enter the IP address of the C-LAN card (i.e. 200.100.100.13)

Port Enter the near end listening port of the C-LAN card (i.e. 1720)

ACD name ACD name configured on the Telephony Server (i.e. tenanta)

Site Select Site from the drop-down list (i.e. DefaultSite)

RoutePoint VDN configured on the switch for voice chat (i.e. 35105)

Capacity Number of trunk group members configured on the switch (i.e. 31)

Active Check this box to activate the gateway

Select the OK button to finish the IP gateway configuration.


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8. Configure the Voice Media Manager (VMM) server in the IC system. The VMM Servertypically resides on a Web Server located in a Firewall Demilitarized Zone (DMZ).

Select the IC Manager Configuration tab. From the Tables list in the left pane, selectVoice Chat Voice Media Manager. Click New. Complete the following fields:

Name name of machine that hosts the VMM (i.e. ic61)

IP Address IP address of machine that hosts the VMM (i.e. 200.100.100.15)

Port - Accept the default of 8120

Site Select Site from the drop-down list (i.e. DefaultSite)

Active Check this box to activate the VMM.

Select the Apply button to finish the VMM configuration. In IC Manager, select

Manager Refresh.


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9. Configure the voice chat workflow table timeout value. This value is the number of secondsthe ivchat workflow waits before it times out.

Select the IC Manager Configuration tab. From the Tables list in the left pane, selectWorkflow VoiceChat. Click New. Complete the following fields:

Name Enter the name of the Internet Voice (IV) chat workflow (i.e. ivchat)

Timeout Number of seconds the workflow waits before it times out (i.e. 90)

Select the OK button to finish the voice chat workflow table configuration. In IC

Manager, select Manager Refresh.

10. Configure the VMM Server to startup automatically on the Avaya IC Web Server located inthe DMZ.

In the Microsoft Windows Service control panel, right-click on Avaya Voice MediaManager and select Properties. Select Automatic from the Startup Type drop-

down list. Click the OK button to finish the configuration.


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5. Verification StepsIn the field, the following tests can be performed to verify the Avaya Interaction Center (IC)VoIP Chat feature works with an Avaya S8700 Media Server/G600 Media Gateway:

Prerequisites: Use a PC with a sound card to simulate the customers desktop.

Step Description

1. Use a PC with internet connectivity to log in to the Avaya IC customer website. Click the Nextbutton to enter the website.


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2. The Avaya IC customer website is displayed. Click the Chat & VoIP link to start a VoIP chatsession with an available call center agent.


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3. The Avaya IC Internet Voice Call and Chat window is displayed. Click the Run Testbutton to verify the PC has a sound card with VoIP capabilities. The Internet Voice Call and

Chat window displays a Diagnostic Test Result: PASS message when the tests are

complete. Click the Exit button to continue.


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5. The Avaya IC Customer Chat Applet window is displayed. Wait for the request to beconnected with an available agent.


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6. Login an Avaya Agent with voice and chat capabilities. Double-click the chat contact when thecontact is queued to the agent. The Avaya Web Agent chat window is displayed. Click the

Initiate VoIP Request button to initiate a voice call with the customer. The Agents voice

channel is automatically placed in the Aux-work mode, so that the agent cannot receive anyincoming queue calls.


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7. The Avaya Web Agent chat window displays a Voice Chat: Call Connected messagewhen the VoIP request is connected with the customer.


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8. The customer is also notified when the VoIP request is complete by verifying that a Voice

Chat:Call Connected message is displayed on the Avaya IC Customer Chat Applet

window.

9. Verify there is a two-way talk path between the Avaya Agents IP Telephone and the Customer

PC.


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6. ConclusionThese Application Notes provide administrators with the basic steps necessary to provision thevoice chat feature between Avaya Interaction Center and Avaya Communication Manager. The

steps provided should be helpful for implementing most deployments, but they do not address all

possible configuration scenarios.

7. References Avaya Interaction Center (IC) Release 6.1 Installation and Configuration, Document ID:

585-248-102

Avaya Interaction Center (IC) Release 6.1 Business Advocate Configuration andAdministration, Document ID: 585-248-501


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AM R i d S l ti & I t bilit T t L b A li ti N t 28 f 28

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 issubject to change without notice. The configurations, technical data, and recommendations

provided in these Application Notes are believed to be accurate and dependable, but arepresented without express or implied warranty. Users are responsible for their application of any

products specified in these Application Notes.

Please e-mail any questions or comments pertaining to these Application Notes along with the

full title and filename, located in the lower right corner, directly to the Avaya Solution &

Interoperability Test Lab at [email protected]
mailto:[email protected]:[email protected]:[email protected]

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