Application Notes for AMC Connector for Avaya Interaction Center

22 Pages·2010·1.06 MB·English

Avaya Solution & Interoperability Test Lab

Application Notes for AMC Connector for Avaya
Interaction Center – Issue 1.0

Abstract

These Application Notes describe the configuration steps required to integrate third-party
business applications using the AMC Connector for Avaya Interaction Center in a contact
center environment provided by Avaya Aura™ Communication Manager. The AMC
Connector provides computer telephony integration (CTI) to business applications from
Microsoft, Oracle, Salesforce and SAP. The AMC Multi-Channel Integration Suite (MCIS)
brings call control, agent session control and screen pop together to help make contact center
agents more efficient and to realize higher levels of customer satisfaction. For this compliance
test, the AMC Connector was used to integrate SAPWeb 2007 with Avaya Interaction Center.

Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction
These Application Notes describe the configuration steps required to integrate third-party
business applications using the AMC Connector for Avaya Interaction Center in a contact center
environment provided by Avaya Aura™ Communication Manager. The AMC Connector
provides computer telephony integration (CTI) to business applications from Microsoft, Oracle,
Salesforce and SAP. The AMC Multi-Channel Integration Suite (MCIS) brings call control,
agent session control and screen pop together to help make contact center agents more efficient
and to realize higher levels of customer satisfaction. For this compliance test, the AMC
Connector was used to integrate SAPWeb 2007 with Avaya Interaction Center.

The AMC Connector for Avaya Interaction Center has two components, one which is installed
on the AIC server as a service and a second which resides on the AMC MCIS server. The two
components communicate across named pipes.

AMC’s MCIS is built upon component architecture using a connector / adapter pattern:
connectors integrate contact channels, such as Avaya Interaction Center, and adapters integrate
business applications, such as Salesforce or SAPWeb. This provides a “future proof” foundation
with the flexibility to upgrade existing channels and applications or to move to or incorporate
new or different channels and applications, and the scalability to integrate contact centers of all
size, small, medium, large and enterprise / multi-site.
1.1. Interoperability Compliance Testing
The interoperability compliance test verified the following features that are available to agents
with the AMC Connector.

 Logging in and out of a skill/split.
 Monitoring agent states (e.g., Ready or Not Ready).
 Agent state synchronization with agent telephones.
 Establishing calls with other agents and non-monitored devices and verifying the correct
call states.
 Screen pop consisting of customer or business partner information using ANI for calls
delivered from the PSTN with a 10-digit DID number.
 Basic telephony features such as call hold, transfer, and conference.
 Restarting the AMC Connector.
1.2. Support
Technical support on the AMC Connector can be obtained through the following:

 Phone: [phone]
 Email: [email protected]

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2. Reference Configuration
The following diagram illustrates a sample configuration of a contact center environment
integrated with SAP Web 2007 using the AMC Connector for Avaya Interaction Center. The
configuration includes Avaya Interaction Center (telephony channel only), Avaya Aura™
Application Enablement Services, a pair of Avaya S8730 Servers with a G650 Media Gateway
running Avaya Aura™ Communication Manager, and Avaya IP endpoints serving as agent
stations. In addition, the agent’s interaction center includes SAP Web 2007 and separate servers
containing the AMC Multi-Channel Integration Server with the AMC Connector and the SAP
Web 2007 server.

Avaya S8730 Servers
(10.32.24.10)) Microsoft SQL 2005 Server
(10.32.24.151)
LAN
Avaya IC Telephony
(10.32.24.152)
Avaya Interaction Center
Avaya G650 Media Gateway
(C-LAN: 10.32.24.20)
SAP Web 2007 Client and Avaya 9600
Series IP Phone (Agent Deskphone)
Avaya Aura™ Application Enablement Services
(10.32.24.80)
AMC Multi-Channel Integration
Service with AMC Connector
(10.32.24.195)
SAP Web 2007

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2.1. Equipment and Software Validated
The following equipment and software were used for the sample configuration:

Equipment Software
Avaya Interaction Center 7.2
Avaya AuraTM Application Enablement
5.2.1
Services
Avaya AuraTM Communication Manager 5.2
Avaya S8730 Servers with an Avaya G650
(R015x.02.0.947.3) with Service Pack 3
Media Gateway
(Patch 17579)
Avaya 9600 Series IP Telephones 3.0 (H.323)
AMC Connector for Avaya Interaction Center 5.3.0.0
SAP Web 2007 6.0

3. Configure Avaya Aura™ Communication Manager
The following configuration items were required on Communication Manager for integration
with Avaya Interaction Center.

 CVLAN CTI Link
 Agent Hunt Group
 VDN and Vector
 Agent Stations
 Agent IDs

This configuration is outside the scope of these Application Notes, refer to [1] for more
information.

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4. Configure Avaya Interaction Center
This section covers the configuration of Avaya IC. It is assumed that Avaya IC has been
installed and configured as described in [1] and [2]. This solution only requires the voice media
channel to be configured. In addition, IC requires a CVLAN link to Application Enablement
Services, which in turn has a CVLAN link to Communication Manager. Communication
Manager receives incoming ACD calls and routes the call to Avaya IC and SAP agents.

As part of the AMC Connector integration, the vespidl.pk file needs to be re-compiled to
include the AMC Connector interface. Although this is outside the scope of this document, basic
instructions are provided below:

 Install the IC 7.2 Server SDK available from the Avaya support website on the IC
telephony server. This SDK should be copied under the IC 7.2 install directory (i.e.,
C:\Program Files\Avaya\IC72\).
 Open the existing vespidl.idl file in the C:\Program
Files\Avaya\IC72\TSSDK\sdkwin32\examples\CTIServer\idltools
directory and add the following lines to the file:

#include “generic.idl”
interface AMCCTI:General
{
};

Note that the generic.idl file must be located in the same directory and that the
interface name, AMCCTI, must match the name of the service created in Avaya Interaction
Center below.
 Save the new vespidl.idl file.
 Compile the .idl file from a command prompt using the idl.exe compiler located in the
same directory.
 Copy the vespidl.pk file that was generated to the C:\Program
Files\Avaya\IC72\etc directory. Backup the existing file.

Next, copy the amccti4aic.exe provided by AMC to the C:\Program
Files\Avaya\IC72\bin directory. This executable is the Pipe server to be implemented as an
IC server.

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From IC Manager, select the Server tab and right-mouse click on the window. Select New
from the pop-up menu to create a new server.

In the following screen, set the Server Type field to “AMCCTI” and then click OK.

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Configure the General tab of AMCCTI server as shown below. Make sure that the Executable
field is set to C:\Program Files\Avaya\IC72\bin\amccti4aic.exe.

Select the Configuration tab and configure the parameters as shown below and then click OK.

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After configuring the AMCCTI server, start the server as shown below.

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5. Configure AMC Connector for Avaya Interaction Center
This section covers the procedure for configuring the AMC Connector and integrating it with
Avaya Interaction Center. These procedures are performed on the AMC MCIS server with the
AMC Connector.

 Place the AMCPipeConnector.exe in the C:\Program Files\AMC
Technology\Connectors\AIC Connector directory.
 Modify the config.ini in the C:\Program Files\AMC Technology\MCIS directory as
follows. Note that the complete file is not shown below. Some of the key parameters
include:
 the Module Class and Module parameters which specify the Avaya Interaction
Center connector module (CTIModule) under the Avaya AIC comment,
 the Avaya Interaction Center and MCIS license under License Manager, and
 the CTIModule section which includes the Channel (default value of CT1 is
recommended) and the PipeHost, which is set to the IP address of the IC telephony
server.
 Other parameters in bold under the Agent Manager and IciAdapter sections should be
configured as shown.

########################################################################
# MCIS Configuration file: Config.ini with AIC Connector and SAPWeb2007
# MCIS Release 5.3
# File Version 1.0
#
# This file should contain all the potential keys for every module.
# Refer to the MCIS Implementation Guide, Adtapter Implementation Guide,
# and Connector Implementation Guide for more information.
#
# It is recommended you create a copy of this file for Backup
#
# It is also recommended you create system specific ini files and copy
# the contents of those files to the config.ini file using the MCIS
# Administration Tool or Manually.
#
########################################################################
…

### MCIS CORE ###
ModuleClass=AgentManagerClass,AgentManager.AMCAgentManagerModule
ModuleClass=DataStoreClass,DataStore.AMCMemoryDataStore
ModuleClass=EventManagerClass,AMCEventManagerModule.AMCEventManagerModule
ModuleClass=LicenseManagerClass,LicenseManager.AMCLicenseManagerModule
ModuleClass=WorkManagerClass,WorkManager.AMCWorkManager
ModuleClass=StandardizedClass,AMCMultiChannelInterface.AMCApplication
ModuleClass=CMGatewayClass,CMGateway.CMGatewayModule
ModuleClass=ICIAdapterClass,ICIAdapter.ICIAdapterModule

Module=AgentManager,AgentManagerClass
Module=DataStore,DataStoreClass
Module=EventManager,EventManagerClass
Module=LicenseManager,LicenseManagerClass

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Module=WorkManager,WorkManagerClass
Module=StandardizedInterface,StandardizedClass
Module=CMGateway,CMGatewayClass
Module=IciAdapter,ICIAdapterClass
…

### Avaya AIC
ModuleClass=PipePhoneConnector,AMCPipeConnector.AMCPipePhoneChannel
Module=CTIModule,PipePhoneConnector
…
###
# Agent Manager
#
###
[AgentManager]
SuppressPendingWorkModeChange=False
RaiseNewWorkForUnknownWorktops=True
…

###
# License Manager
#
###
[LicenseManager]
MCIS=CWJTCQJBCBJHFECAEHDFMCJFCEBEFDWHEHLMMRSLM
AA-DOTNET=CQJNCZJXCPJEFGCJEGDDWEFFCEBEFDQHEHLMMRSLM
CTI_AIC=CQJLCSJUCCJDFECIEBDFMBCFCEBEFDQHEHLMMRSLM
AA-ICWC=CWJLCRJSCCJDFECIEBDFZDCFCEBEFDWHEHLMMRSLM
…

###
# CTIModule
#
###
[CTIModule]
DataStore=DataStore
Channel=CTI1

### Avaya AIC specific
PipeHost=10.32.24.152
PipeName=AMCPIPE
StatusTimeout=5
PipePoolSize=20
MaxTransactionSize=1024000
ConvertCADKeysToUpper=False
RemoteUser=Administrator
RemotePassword=*******
…
###
# IciAdapter - For SAP CRM 2007(Web client)
#
###
[IciAdapter]

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